IIts lmportance The f&B can account for 2/5 or more of a hotel's profit The f&b is such an indisputable part of a lotel that in China a hotel is called grand restaurant

当日可取;快洗服务;次日服务;快烫服务;24小时洗衣服务; same-day service (collected by 11: 00; returned on the same day) express service (collected all day and returned within 4 hours; with 50% extra- charge) Next day service (Collected after 11: 00, delivered before 19: 00 next day) Express pressing service (collected all day and returned within 1 hour) 24-hour laundry service

Rooms of Innovation创新客房 1.“heavenly bedroom天堂之床客房--Starwood 2. Sleep TightHilton睡得香客房- 3. Health-Fit- room健身客房---Hilton 4. Stress-Less- RoomHilton精神放松客房--- 5.hi- -tech hospitalityAccor高科技好客一一雅高 6. sleigh-bed- roomStarwood雪橇床房间-喜达屋 7. Evergreen RoomUS常青客房- Franchise System

Housekeeping General Introduction of Guestrooms General Introduction of the Housekeeping Department Standard Services in the Housekeeping Department

Overbooking in Peak Seasons What is Overbooking Overbooking refers to the practice that hotels allow some more reservation to be made than the actual number of rooms Which can be available This is done so as to make up the possible loss caused by no-shows cancellations and ear departures

The guest cycle Guest transaction during a hotel stay determine the flow of business which can be divided into four stages pre-arrival---reservation 2.arrival registration 3. occupancy---occupancy services 4.departure-----check-out and histor

Confrontation of frontofficeoperation Problems: front desk is especially important However. front desk work is often tedious and stressful; the pay is traditionally low; and there is rarely any chance for advancement Result 1. difficult to find well-qualified people 2. low turnover, frequent guest complaints, errorsin the credit, and recurring problems of all kind

以计价方式分类 (1)欧式计价饭店: European Plan (2)欧陆式计价饭店Continental Plan: (3)美式计价饭店。 American Plan (4)修正美式计价饭店Modified American Plan (5)百慕达计价饭店Bermuda Plan

国际金钥匙 Les clefs d'or emb|em链接 What's Les clefs d'or [Concierge]-n janitor, the keeper of keys. Les clefs d'or pronounce as lay clay door], which is a noun came from old french means an international professional association that at is composed by golden key members who devote to service field

酒店分类 Teaching aims: （ 1)Ss get to know different types of hotels according to different ways of classification; （ 2) Ss get to know the target guests, characteristics and differences of different types of hotels. （3)Ss get to know some concepts: star- rating; Independent hotels, Parent company, Management contract, Franchise