最佳东方veryeast.cn有颜值更有言值withappearanceandmoreutterance2024新消费时代酒店前厅部人才发展专题研究报告aspecialresearchreportforhotel front office talent developmentinthenewconsumptionera 前言preface如何收获一次完美的酒店入住体验？how to achieve a perfect hotel stay?这个问题就如同阅读《哈姆雷特》一样，每个人都有不同的答案。舒适安静的睡眠、品种丰富的早餐、迷你吧中的惊喜、温馨浪漫的烛光晚餐、超级出片的打卡点....在新消费时代，对于酒店入住体验，已不再是简简单单的一夜休憩。thisquestion,likereading"hamlet,"hasdifferentanswersforeveryone.comfortableandquietsleep,avarietyofbreakfastoptions,surprisesintheminibar,awarmandromanticcandlelitdinner,andsuperinstagrammable spots...inthenew consumption era,it's no longer just a simple night's rest for hotel stays 在每一次入住体验中，前厅部作为一家酒店的门面，是给客人留下深刻印象的关键部门。当酒店的颜值门面与言值好声音相互融合，奇妙的化学反应便催生出令人满意的入住体验。本期，最佳东方人才发展研究院将为读者带来酒店的前厅部人才画像。从行业人才发展前瞻视角，一同深入认知新消费时代下那些“有颜值更有言值”的“微笑天使们”。forguest experience occurred in every stay, thefrontoffice,asthefaceofahotel,isakeydepartmentthatleavesgoodimpressionsonguests.whenahotel'sface and its voice blending together, the chemicalreaction between them will creates a satisfying stay. inthisreport,veryeasttalentdevelopmentacademywillpresent you the profile of front office talents in the hotelindustry.by prospectively exploring thetalentdevelopment, we will know more about those "smilingangels"who are with"appearance and more utterance"inthenewconsumptionera reception第一章酒店前厅部核心功能与组织架构chapter1theorganizationchartandcore functions of hotelfront office 酒店前厅部常见组织架构commonfrontofficeorganizationchart前厅部经理front office manager助理前厅部经理最佳东方erveasl.easst.frontofficemanager首席礼宾司宾客关系前台行政酒廊预定&总机礼宾部经理经理经理经理经理chief conciergeguestrelationfrontdeskexecutiveclubreservation&managermanagermanageroperatormanager宾客服务经理/值班经理guestservicemanager/dutymanager礼宾部宾客关系前台行政酒廊预定&总机主管/领班主管/主任主管/领班主管/领班主管/领班conciergeguestrelationfrontdeskexecutiveclubreservation&supervisorlsupervisorlsupervisorlsupervisorloperatorcaptainofficercaptaincaptainsupervisorlcaptain礼宾员宾客关系前台行政酒廊预定&总机专员接待接待专员conciergeguestrelationfront deskexecutive clubreservation&agentexecutivereceptionistagentoperatoragent数据来源：最佳东方人才发展研究院source:veryeasttalentdevelopmentacademy 核心功能core functions宾客登记guest registration负责所有与宾客登记相关的工作，如迎宾、办理入住、房间分配、房卡制作、房价垂询、办理退房等。does all guest registration-related activities likewelcoming, check-in, room assignment, keycardactivating, room rate informing, check-out, etc.宾客服务>guest service负责部门辖区内与宾客服务相关的任何活动，如行李部的行李搬运、礼宾部的叫车服务、行政酒廊的宾客接待和餐饮服务。fulfils anyguest services related activities inassignedareas,suchasluggagehandlingbythebell desk, taxi hiring by the concierge, welcomingand f&b service at the executive ciub.宾客信息数据处理山guest database handling开发并全面维护宾客的信息数据库，创建并维护宾客档案（包括个人信息、入住历史记录、喜好和厌恶、消费反馈等）。develops &maintains a comprehensive databaseof guest information, creates and maintains aguest profile (including personal details, stayhistory, likes and dislikes, feedbacks, etc).更新客房状态qroom status updating负责更新正确的房间状态，如ci、co、dnd等。responsible for updating the correct room statuslike ci, co, dnd, etc.预订creservation负责来自各种渠道的房间预订，在系统中录入预订记录，并适时进行预定修订，以确保宾客在进入酒店时能即刻入住房间。responsiblefortheroomreservationfromvarious channels, filing of reservation records inthesystem,andrevisingatappropriatetimetomake sure that guests are able to access theirroomsuponenteringthehotel 邮件、包裹、快递的接收和寄送mail,parceland deliveryreceivingand'sending为宾客提供邮件、包裹、快递相关的接收和寄送服务。parcel and delivery receiving and sending话务telephone为宾客提供酒店内外部话务服务，如电话转接、叫早服务、客房内需求传达、酒店相关资讯等。provides guests with internal and external callservices,suchascalltransfers,wake-upcalls,in-roomrequests,andhotelrelevant information.收银和财务记录cashiering &financial recording向宾客收取其入住期间产生消费的付款，并维护前台财务交易的相关记录和文件。collects payment fromguests for their lodgingaccommodationsandanyotherfeestheymayincurduringtheirstays,alsomaintainsrelatedrecordsandfilesregardingfinancialtransactionsthattake place at the front desk.垂询inquiry应答宾客垂询和问题，并提供酒店相关服务与设施周边饮食购物、当地旅游和交通等方面的信息。answers questions andinguiriesof guests,alsoprovides information about the hotel, its servicesandamenities,restaurantsand shopping mallsnearby,local travel&transport,etc 第二章酒店前厅部岗位胜任要素chapter2essentialsforthejobcompetencyinhotelfrontoffice 沟通能力communication skills前厅部员工需要具备良好的沟通能力，能够清晰、准确地与客人进行交流，了解客人的需求并提供相应的服务。frontofficeemployeesneedtopossessexcellentcommunication skills to clearly and accuratelyinteractwithguests,understandtheirneeds,andprovideappropriateservices.团队合作能力2teamwork前厅部员工需要与酒店其他部门密切合作，共同为客人提供优质的服务。front office employees need to work closely withother departments in the hotel to providequalityservice to guests.客户服务技能3customerserviceskills前厅部员工需要关注细节，善于倾听客人的需求，提供个性化的服务，确保客人的满意度。front office employees need to pay attention todetails,begoodlisteners,andprovidepersonalized serviceto ensureguestsatisfaction学习能力learning ability随着行业和相关技术不断发展，前厅部员工需要具备学习能力，了解新的服务理念、行业动态和新兴技术应用。as the hospitality industry and relatedtechnologies improve by leaps and bounds,frontofficeemployeesneedtopossessagoodlearningabilityto understandnew serviceconcepts,industry dynamics,and emergingtechnology applications.计算机技能5computerskills前厅部员工需要掌握基本的计算机操作和相关软件使用技能，能够高效地处理客人信息和酒店内部文件。frontof