Tourism Hotel Major

思沃酒(jiu)店前廳服務(wu)與(yu)管(guan)理(li)(li)(li)模擬(ni)實(shi)訓(xun)平臺系統以學(xue)(xue)生酒(jiu)店前廳工作崗位任(ren)務(wu)為(wei)基礎,以案例(li)(li)動畫結合的模式(shi)開展情景模擬(ni)實(shi)訓(xun),學(xue)(xue)生可在該(gai)教(jiao)(jiao)學(xue)(xue)軟件(jian)設(she)置的虛擬(ni)酒(jiu)店環境中,完成預定、入(ru)住辦理(li)(li)(li)、續住、退房、換(huan)房、會員(yuan)管(guan)理(li)(li)(li)、故障報修(xiu)、投訴處理(li)(li)(li)、黑名單等相關案例(li)(li)任(ren)務(wu)的操作。該(gai)教(jiao)(jiao)學(xue)(xue)平臺軟件(jian)可以逼真的體驗實(shi)際酒(jiu)店前廳工作的過程。本(ben)公司為(wei)了更好滿足高校(xiao)的教(jiao)(jiao)學(xue)(xue)需求(qiu),也會根據高校(xiao)的需求(qiu)提供酒(jiu)店管(guan)理(li)(li)(li)實(shi)訓(xun)室解決方案,
酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)前(qian)(qian)廳(ting),又稱(cheng)(cheng)為(wei)總服務(wu)(wu)(wu)臺,或(huo)稱(cheng)(cheng)為(wei)總臺、前(qian)(qian)臺等(deng)(deng)。它(ta)通常(chang)是(shi)(shi)設在(zai)酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)的(de)(de)大堂,負責(ze)推銷酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)產品(pin)與(yu)服務(wu)(wu)(wu),組織接(jie)待工(gong)(gong)作(zuo)、業務(wu)(wu)(wu)調度的(de)(de)一(yi)(yi)個綜(zong)(zong)合(he)性(xing)(xing)(xing)服務(wu)(wu)(wu)部(bu)門。前(qian)(qian)廳(ting)在(zai)酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)管理中(zhong)(zhong)具有全面性(xing)(xing)(xing)、綜(zong)(zong)合(he)性(xing)(xing)(xing)和協調性(xing)(xing)(xing),是(shi)(shi)酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)的(de)(de)神(shen)經中(zhong)(zhong)樞。 酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)前(qian)(qian)廳(ting)具體負責(ze)的(de)(de)工(gong)(gong)作(zuo)主(zhu)要有客(ke)人(ren)訂房(fang)(fang)(fang)、登記、客(ke)房(fang)(fang)(fang)狀況控制(zhi)、客(ke)人(ren)賬務(wu)(wu)(wu)的(de)(de)結算與(yu)審核以(yi)及前(qian)(qian)廳(ting)綜(zong)(zong)合(he)性(xing)(xing)(xing)業務(wu)(wu)(wu)管理。前(qian)(qian)廳(ting)的(de)(de)工(gong)(gong)作(zuo)主(zhu)要涉(she)及酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)外務(wu)(wu)(wu)部(bu)的(de)(de)業務(wu)(wu)(wu)活動。酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)的(de)(de)外務(wu)(wu)(wu)部(bu)通常(chang)是(shi)(shi)比前(qian)(qian)廳(ting)意(yi)義更廣的(de)(de)一(yi)(yi)個術(shu)語。它(ta)包(bao)(bao)括(kuo)(kuo)酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)外觀、大堂、前(qian)(qian)廳(ting)、客(ke)房(fang)(fang)(fang)、公共區域、娛樂健身場所、餐(can)廳(ting)酒(jiu)(jiu)(jiu)吧以(yi)及商務(wu)(wu)(wu)中(zhong)(zhong)心和商店(dian)(dian)(dian)(dian)(dian)(dian)(dian)等(deng)(deng)。與(yu)外務(wu)(wu)(wu)部(bu)相(xiang)對應,則是(shi)(shi)酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)的(de)(de)內務(wu)(wu)(wu)部(bu),這是(shi)(shi)指那些(xie)不(bu)與(yu)客(ke)人(ren)直接(jie)接(jie)觸的(de)(de)酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)部(bu)門,如財務(wu)(wu)(wu)部(bu)、人(ren)力資源(yuan)部(bu)、工(gong)(gong)程維修部(bu)、庫房(fang)(fang)(fang)、洗衣房(fang)(fang)(fang)以(yi)及數(shu)據處(chu)理中(zhong)(zhong)心等(deng)(deng)。內務(wu)(wu)(wu)部(bu)與(yu)外務(wu)(wu)(wu)部(bu)將(jiang)酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)分成了兩(liang)大塊(kuai),即(ji)形成酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)經營(ying)的(de)(de)一(yi)(yi)線(xian)和二線(xian)或(huo)是(shi)(shi)業務(wu)(wu)(wu)經營(ying)與(yu)管理職(zhi)能部(bu)門。因此(ci),酒(jiu)(jiu)(jiu)店(dian)(dian)(dian)(dian)(dian)(dian)(dian)外務(wu)(wu)(wu)部(bu)不(bu)同于前(qian)(qian)廳(ting),它(ta)是(shi)(shi)包(bao)(bao)括(kuo)(kuo)前(qian)(qian)廳(ting)在(zai)內的(de)(de)一(yi)(yi)個術(shu)語。
(1) 銷(xiao)售客(ke)房 前(qian)廳(ting)部的(de)首(shou)要任務是銷(xiao)售客(ke)房。我國有相當數量酒(jiu)(jiu)店(dian)(dian)的(de)贏利(li),前(qian)廳(ting)部占整個酒(jiu)(jiu)店(dian)(dian)利(li)潤總(zong)額的(de)50%以上(shang)。前(qian)廳(ting)部推銷(xiao)客(ke)房數量的(de)多與少(shao),達成價格的(de)高(gao)與低(di),不僅直接影(ying)響(xiang)著酒(jiu)(jiu)店(dian)(dian)的(de)客(ke)房收入,而且住(zhu)店(dian)(dian)人數的(de)多少(shao)和(he)消(xiao)費水平的(de)高(gao)低(di),也(ye)間接地(di)影(ying)響(xiang)著酒(jiu)(jiu)店(dian)(dian)餐(can)廳(ting)、酒(jiu)(jiu)吧(ba)等收入。
(2)正確(que)顯(xian)(xian)示房(fang)間狀況 前廳部必須在(zai)任(ren)何時刻都(dou)正確(que)地顯(xian)(xian)示每(mei)個房(fang)間的狀況―住客房(fang)、走客房(fang)、待(dai)打掃房(fang)、待(dai)售(shou)房(fang)等,為客房(fang)的銷售(shou)和分(fen)配提供可(ke)靠的依據。
(3)提供相關(guan)服務(wu) 前廳部必須向客人提供優質的訂房(fang)、登記、郵件、問訊、電話(hua)、留言、行李、委托代辦、換(huan)房(fang)、鑰匙、退房(fang)等各項服務(wu)。
(4)整理和(he)保存業務資料 前廳部(bu)應隨時保持最完整最準確(que)的資料,并對各項資料進(jin)行記錄、統(tong)計、分析(xi)、預測、整理和(he)存檔。
(5)協調對客服務(wu) 前廳部要向有關部門下達各項(xiang)業務(wu)指令(ling),然后協調各部門解決(jue)執行指令(ling)過程中遇到的新(xin)問題,聯(lian)絡各部門為(wei)客人提供優質(zhi)服務(wu)。
(6)建(jian)立客賬(zhang)(zhang) 建(jian)立客賬(zhang)(zhang)是為了(le)記錄和監視客人(ren)與酒店間的財(cai)務(wu)關系,以保證酒店及時準確地(di)得到(dao)營業收入。客人(ren)的賬(zhang)(zhang)單可以在預(yu)(yu)訂客房時建(jian)立(記入定金或預(yu)(yu)付(fu)款)或是在辦理入住登記手續時建(jian)立。
(7)建(jian)立(li)(li)客(ke)(ke)(ke)史(shi)檔案 大(da)部分(fen)酒店為住店一(yi)次以上的零星散客(ke)(ke)(ke)建(jian)立(li)(li)客(ke)(ke)(ke)史(shi)檔案。按客(ke)(ke)(ke)人姓名字母順序排(pai)列的客(ke)(ke)(ke)史(shi)檔案,記錄相(xiang)關內容(rong)。
總之,在(zai)(zai)酒(jiu)店(dian)(dian)業(ye)職(zhi)(zhi)業(ye)教(jiao)育(yu)方面,要想將其做大做強,傳統(tong)的教(jiao)學(xue)模(mo)式(shi)已遠遠不(bu)能(neng)(neng)滿足(zu)當今(jin)酒(jiu)店(dian)(dian)日(ri)新月異變化的需(xu)要,職(zhi)(zhi)業(ye)教(jiao)育(yu)機(ji)(ji)構必(bi)須尋找(zhao)一種適合于(yu)滿足(zu)此變化需(xu)求的教(jiao)學(xue)模(mo)式(shi)。“模(mo)擬酒(jiu)店(dian)(dian)教(jiao)學(xue)模(mo)式(shi)”與(yu)“模(mo)擬公司(si)”的不(bu)同(tong)之處在(zai)(zai)于(yu)學(xue)生面對的是(shi)真正(zheng)的顧(gu)客,是(shi)在(zai)(zai)“工(gong)作(zuo)中學(xue)習”,是(shi)邊(bian)學(xue)習邊(bian)為(wei)(wei)(wei)社(she)會(hui)創造效(xiao)益。“模(mo)擬酒(jiu)店(dian)(dian)教(jiao)學(xue)模(mo)式(shi)”作(zuo)為(wei)(wei)(wei)一種以學(xue)生為(wei)(wei)(wei)本、注重實效(xiao)的教(jiao)學(xue)模(mo)式(shi),不(bu)但(dan)能(neng)(neng)為(wei)(wei)(wei)企業(ye)培(pei)養較高素質的人(ren)才,也為(wei)(wei)(wei)職(zhi)(zhi)業(ye)教(jiao)育(yu)機(ji)(ji)構在(zai)(zai)辦學(xue)成(cheng)本上節約資金(jin),與(yu)其它教(jiao)學(xue)模(mo)式(shi)相比,這是(shi)一種值得(de)推(tui)廣的教(jiao)學(xue)模(mo)式(shi)。
該(gai)教(jiao)學(xue)平臺軟件分為(wei)管理員、教(jiao)師、學(xue)生三級端口。

基礎數據(學校管(guan)理,教(jiao)師(shi)管(guan)理,個人(ren)中心(xin))
系統(tong)管理(系統(tong)備(bei)份,系統(tong)還原)
酒(jiu)店(dian)設置(zhi)(房(fang)(fang)型設置(zhi),樓(lou)層設置(zhi),房(fang)(fang)間設置(zhi),商品,投訴)
會員管理(會員管理)
案例管理(li)(案例管理(li))

基礎數據(班級(ji)管(guan)理,學(xue)生管(guan)理,學(xue)生審核,個人中(zhong)心(xin),系(xi)統(tong)初始化)
酒(jiu)店設置(酒(jiu)店模板)
會(hui)員管理(li)(會(hui)員管理(li))
案例管理(案例管理)
實驗管理(實驗管理)
在(zai)線考試(在(zai)線考試)
資源(yuan)拓展(資源(yuan)分類,資源(yuan)管理)
預約(yue)處(chu)理(預約(yue)入住登記(ji)、預約(yue)處(chu)理)
住宿處理(入住登記、查詢空房、客戶(hu)調房、客戶(hu)續房、客戶(hu)退(tui)房、夜審操作、房態更改)
信息(xi)查詢(顧客(ke)信息(xi)、入住信息(xi)、會員存款信息(xi)、房間信息(xi))
會(hui)員管(guan)理(會(hui)員管(guan)理、會(hui)員開卡、客戶升級、會(hui)員存(cun)款(kuan))
費(fei)(fei)用管理(增(zeng)加(jia)消費(fei)(fei)、續費(fei)(fei)押金、賓客結賬)
日常(chang)管(guan)理(li)(故障報修、投(tou)訴處理(li)、黑名單)
營業額統(tong)計(柱狀圖(tu)、餅狀圖(tu)、走勢圖(tu)、混合圖(tu))
交班管理
資源拓展
在線考試


