How Do I Become a Front Desk Receptionist?

Front Office Service Management is a book published by Liu Jianghai on July 14, 2013. It mainly describes the related matters about how the front office is managed.

Front Office Services Management

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Front Office Service Management is a book published by Liu Jianghai on July 14, 2013. It mainly describes the related matters about how the front office is managed.

Book title

Front Office Services Management

Author

Liu Jianghai

ISBN

9787564716974

date of publish

2013-07-14

Framing

paperback

Open

16K

Book Catalog

Module one front hall basics

Task 1. The status, role, tasks and business characteristics of the front office 2

I. Position and role of the front office in the restaurant 3

Tasks of the Front Office Department 4

Third, the business characteristics of the front office 5

Task 2: Process of front desk customer service 6

I. Customer service work phase 6

Second, the main work of each stage of the customer service process 6

Task 3. Functional layout and design of the front hall 7

I. Space layout of the front hall 8

Design of the front desk 9

Equipment and functions of the front office 9

Fourth, the atmosphere design of the front hall 10 ^[1]

Task 4: Quality requirements for waiters in the front office 11

I. Professional ethics requirements 11

Second, professional etiquette requirements12

Occupational competence requirements 13

Module two room sales

Task 1: Basics of Room Sales 20

First, the type of bed 20

Types of guest rooms 21

Third, the room state 23

Types of house prices 25

V. Room Valuation Method 26

Six, the art and skills of room sales 26

Task 2: Room Reservation 27

I. Purpose of Room Reservation 27

Second, the role of room booking 28

Channels for Room Reservations 28

Fourth, booking method 29

V. Reservation Type 30

Procedures for booking rooms 32

Seven, reservation information management 34

Handling of overbooking 35

Task 3: Reception 37

I. Purpose of Check-in 37

Forms required for check-in 38

Third, row house skills 39

Fourth, the procedure of check-in reception 41

V. Business Floor Reception 48

Six, the handling of common problems at the reception 50

Module Three Front Office Services

Task I. Concierge Services 62

I. Pick-up service outside the store 63

In-store pickup service 64

Third, the luggage service 66

Fourth, the golden key service 72

Task 2: Assistant Manager Services 76

I. Assistant Manager 76

Second, the assistant manager's job duties 76

Third, the working procedures of the assistant manager of the lobby 77

4. Complaint Handling 78

Task 3: Cashier at the front desk 80

I. Requirements for customer account management 81

Second, the account control process 82

Third, checkout service 89

Fourth, foreign currency exchange services 93

V. Storage and Custody of Valuables 97

Task 4: Other related services in the lobby

I. Information Services 98

Telephone exchange service 104

3. Business Center Services 108

Module Four Front Office Management

Task 1. Organization and Management of the Front Office 118

I. Organization and management of the front office119

2. Duties and Responsibilities of Major Posts in the Front Office Department 121

Task 2: Front Office Information Management 130

I. Meaning of information communication and communication steps 130

Second, the main content of the front office information management 131

3. Basic Requirements for Front Office Information Management 131

Fourth, the communication method of the front hall 132

V. Information Communication within the Front Office 132

Information communication between front office and other departments and guests 135

Seventh, the customer history file management 137

Task 3: Front Office Service Quality Management 139

I. Service Quality of Front Office 140

Analysis of front office service quality 142

3. Quality control of front office services 142

Addendum 147

References 156 ^[1]