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【正文】 t handing of guest reservations, maintenance of the reservation and forecasting of room revenue and room aoccupancy.Front DeskIt is the most obviously cisiggle segment of the Front Office,since this area is located in the lobby with which guests have first and last contact during their accounts on departure,The Front Desk provides guests a place that they can turn to with problems or Service StaffEmployees such as doormen,luggage clerks and the concierges are members of this objective is to help the guests settle in the room and to provide information about local attractions, entertainment or travel.Although Front Office departments deal primarily with guests,they also cooperate with other departments of the hotel so as to create a home away from home for all guests and contribute to the financiak success of the hotel itself.Hotel properties range from tiny to huge in size. Although large properties such as Chicago’s ton and Towers or the Excalibur in Las Vegas catch the public’imagination, the majority of properties offer between100and 200 units. Surprisingly enough, most properties perform basically the same functions, but the way in which they acplish them varies with the property size.A large property may employ a general manager under whom an executive as sistant manager assumes responsibility for daytoday is often a resident manager who supervises several department on his or her side of the house ,and a food and beverage manager who reports to the exec. On the other hand, in the 100 unit inn ,the general manager or respomsiblewith an executive hiusekeeper and perhaps an assistant manager responsible for food and beverage. The executive staff may vary from two or three persons supported by a few department heads and key employees in a small property, to a substantial bureaucratic organization made of the many layers of authority necessary to operate a large plex property It is important to note that a smaller property may have functional area but no true department heads. The restaurant in a small inn may be run by a restaurant manager who directly supervises all the employees with help from lead employees in each functional area on each shift. For instance, the hostesses for the day and evening shifts may ptovide leadership to the dining room staff. The manager may be responsible for hiring and discipline on both shifts, usually along with someone designated as an assistant when the manager is off duty .This arrangement is economical and convenient in small properties as long as the restaurant manager delegates enough responsibility to avoid being over mitted Room rental is a hotel’s main business and its major source of profit .The daytoday operations of the typical rooms department yield a department yield a departmental ine of 70 percent or more, pared with 15to 20 percent for the food and beverage depattment Thus, the people on the room side of the side of the house are crucial to the operation’s financial success. More than any other group, the desk clerks represent the hotel to its guests. They greet the guests on their arrival and make them something goes wrong, most guests will plain first to the front desk. And when the guests leave, the desk clerk checks them out .If anything has gone wrong, this will be a good time to catch it. Although the duties of the desk overlap, they will differ with the work shift. Most properties now have puterized reservation systems that keep track of the balance between rooms available and reservation Systems that keep track of the balance between rooms available and reservation requests. The morning clerk and he or his supervisor, the guest services manager (or front office manager),monitor this process and block any special reservation a property that does nor have a puterized reservation system,they will block the day’s reservations.. The puter program or programs that emboby the PMS(Property Managemen System)prompt the clerk to follow an appropriate work sequence for every task . For instance
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