2024新消费时代酒店前厅部人才发展专题研究报告

2024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 第一章 酒店前厅部核心功能与组织架构 Chapter1 TheOrganizationChartandCore Functions of HotelFront Office 酒店前厅部常见组织架构 CommonFrontOfficeOrganizationChart 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Room 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 Reservation 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。 Frontofficeemployeesneedtohavebasiccomputer operation and relevant softwareskills toefficientlyhandleguest informationand internaldocuments. 语言能力Languageability 前厅部员工需要具备流利的本国语言能力及一定的外语能力，能够与来自不同国家和地区的客人进行交流，提供更好的服务。 Withthepurposeofcommunicatingwell withguestsfromdifferentcountriesandregionsandofferingbetterservice,frontofficeemployeesneedtohaveagoodproficiencyinlocal languageaswellasacertainlevelof proficiencyinforeignlanguages. 仪表仪态Appearance 前厅部员工需要保持良好的仪表仪态，包括穿着整洁、举止得体、保持良好的精神状态等，给客人留下良好的印象。 Frontoffice employees needtomaintainagoodappearance and demeanor, including n