Catalogue of fine management and service specifications in hotel lobby

Chapter 1 Front Desk Position and System Design

The first pre-holiday hall service and post setting

I. Front Office Services

Second, the front office post setting

The second stage goal decomposition and job responsibilities

First, the front office goal decomposition and performance appraisal

Second, the guest service director job responsibilities and target assessment

Three, the front office manager job responsibilities and target assessment

Four, the front office deputy manager job responsibilities and target assessment

Section 3 Responsibilities and Working Procedures of Assistant Manager in Lobby

First, the lobby assistant manager job responsibilities and target assessment

Second, the process and key issues of handling VIP check-in

Three. VIP departure process and key issues

IV. Procedures and key issues for handling guest complaints

Five, fire alarm processing procedures and key issues

Six, resident illness treatment procedures and key issues

Seven. Procedures and key problems in dealing with residents' injuries

Eight, sudden power outage handling procedures and key issues

Procedures and key problems to solve the special needs of guests

Ten, the guest lost items processing procedures and key issues.

XI。 Handling procedures and key problems of guests' left-behind items

Design of Fine Management System for the Fourth Front Hall

A, the front office staff work system

Second, the front office meeting management system

Third, the front office office equipment management measures

Chapter II Refined Management of Appointment Service

Section 1 Job Responsibilities and Performance Appraisal of Reservation Department

First, the reservation department supervisor job responsibilities and target assessment

Second, the reservation foreman job responsibilities and target assessment

Three. Booker's job responsibilities and target assessment

Section 2 Appointment Procedures and Key Issues

First, the workflow and key issues of online booking

Second, telephone booking procedures and key issues

Third, the working procedures and key issues of team appointment

Section 3 Reservation Service Standards and Service Specifications

I. Specification for Handling Special Reservation Services

Second, handle the cancellation service specification

Third, the handling norms of oversold services

Section 4 Common Documents and Forms for Booking Services

I. Individual Room Reservation

Second, the team room reservation

Third, important guests book orders.

Four. Room reservation confirmation letter

Verb (abbreviation for verb) cancels the reply letter

Application form for preferential housing price with intransitive verb

Seven, reservation personnel work handover table

Eight, a week of housing rolling forecast table

Section 5 Skills and Solutions to Improve Service Quality

First, booking service quality improvement skills

Two, oversold prevention and treatment plan

Chapter III Fine Management of Reception Services

The first stage job responsibilities and performance appraisal

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Chapter IV Fine Management of Concierge Service

Chapter V Refined Management of Team Service

Chapter VI Fine Management of Traffic Services

Chapter VII Fine Management of Principal-Agent

Chapter VIII Refined Management of Business Center Services

Chapter IX Fine Management of Cashier Service