Chapter One Front Desk Service前台服务

Service Position服务岗位

The Front Desk/Reception Desk/Front Office/General Service Counter（前台/总台/总服务台）is not only a very important position of the Front Office Department, but also the hub of activities of the hotel.It is mainly responsible for selling the products and services of the hotel, and dispatching the operation of the hotel.The service effect and the service quality represent the whole level of the management of the hotel.The Front Desk is called as“Nerve Center”or“Open Window”of a hotel.

In most of the hotels, the Front Desk is located near the main entrance.

Skills and Attainments服务技能与素养

The receptionists of the Front Desk need to complete the following main services in English：

Check-in for the guests or the group with reservations, handling walk-in guests;extending the stay; changing the room; assigning the rooms; leaving a message; meeting the needs of the guests, dealing with the guests'complaints; giving the information that the guests want.

The Front Desk is the answer station for residence halls. If a guest has questions about housing, needs assistance, or does not know the direction to a new location, he will stop by or call and ask the desk clerks.Sometimes, the guests will ask how to get to the hotel.So the staff of the Front Desk ought to know how to get to it by car, by bus or by subway.Besides the courteous and warm-hearted attitude, the receptionists must have the excellent English ability of services. Only in this way, can they answer the guests' inquiries, meet the guests'needs and solve the guests'problems and deal with the guests' complaints.

Key Words and Expressions

the Front Desk 前台

room reservation 客房预订

the FIT reservation 散客预订

dispatch（n.&vt.）调度，处理

entrance（n.）入口，进口，门口

extend/cancel the reservation 延长/取消预订

walk-in guests 没有预订的客人

extending the stay 延宿

check-in（n.）入住登记

room rate 房价