What is the daily work content of the general front desk reception in the hotel? And what are the rules of daily behavior? (detailed)

First of all, etiquette

1. The staff in this department mainly serve on a standing basis. All-night employees can sit down after 1 am, but if there are guests, they need to stand up immediately to serve them.

2. The correct standing posture is that your feet are naturally separated and shoulder-width apart, your head is kept straight, your shoulders are kept flat, your eyes are looking straight ahead, your chest is raised and your abdomen is closed. Don't stagger, lean forward and lean back in the business area, and don't stretch or hunch over at night.

Second, the instrument.

1. Body, face and hands must be clean.

Don't eat food with strong smell before going to work.

3. Wash your hair regularly and neatly without dandruff.

4. Female employees should wear makeup when they go to work, but they can't wear heavy makeup.

5. Do not wear jewelry (except wedding rings), do not leave long nails, and do not apply nail polish.

6. You must wear the work number plate correctly.

7. Personal items, such as medals, pens and paper, shall not be exposed in uniform coats, sleeves and collars.

Third, expression

1. Smile is the least you should have.

2. In the face of guests, show enthusiasm, kindness, truthfulness and friendliness, show sympathy when necessary, and be cheerful, full of emotions and supercilious.

3. Pay attention to the other party when talking with the guests, and give corresponding responses from time to time.

4. Don't put your hands on your hips, cross them on your chest, and don't insert underwear or place them at will. Do not scratch your head, ears, nose, table, knock or play with other things within the business scope.

5. Go, but don't run. When two people walk side by side, they should not walk side by side, arm in arm. It is necessary to walk to the left when meeting guests.

6. You should let the guests go first, not walk between two people. If you let the guests out of the way, say sorry, don't rush about and be rude.

7. Wear uniforms within the business scope, and no humming, whistling or shaking your feet.

8. Don't wear private clothes in public.

9. Don't put anything under your arm.

10. Don't always look at your watch in front of guests.

1 1. Say sorry when coughing or sneezing.

12. Don't laugh, talk loudly, shout loudly, litter and touch things, and make unnecessary noise.

13. Don't point your finger or pen at the guests or show them the way.

14. Pay attention to self-control and always pay attention to your words and deeds.

15. When talking to you, the guests should concentrate and listen attentively, and don't look around and be absent-minded.

16. When serving guests, don't show bored, cold, angry, stiff, nervous and scared expressions. Don't make faces, stick out your tongue and blink.

17. When employees call or talk with guests during the service, if a guest approaches, they should immediately signal that they have noticed his arrival, instead of waiting for the guest to speak first.

18. Don't swear when there are guests around on the phone, and don't quarrel loudly with others on the phone.

Fourth, etiquette

1. The tone should be natural, clear, soft and friendly, and the volume should not be too high or too low, so as not to make the guests unable to hear clearly.

When talking with more than three people, you should use the language you can understand, and don't make too many jokes.

3. Pay attention to art, use honorifics, and pay attention to "please" and "thank you".

Don't refute or satirize with any excuse. A satire on the guests.

Pay attention to address the guest's surname, and address him as "Mr" and "Miss" before the unknown surname.

When referring to a third party, you should say "that gentleman" and "that lady", not "he" or "she".

7. When you receive anything from a guest, say thank you.

When guests say "thank you", they should answer "you're welcome" and don't be unresponsive.

9. Take the initiative to greet guests and say hello.

10. Never say "hello" or "I don't know" at any time.

1 1. Guests leaving the front desk must say "Please wait a moment". If you leave for a long time, you should say "sorry to keep you waiting" when you come back, and you can't start the service without saying a word.

Verb (abbreviation for verb) telephone

All incoming calls must be answered within three rings.

1. Say hello when you answer the phone, report to the company and say, "What can I do for you?"

2. Pay attention to the posture of holding the phone when answering the phone, talk to others halfway, cover the receiver with the other hand, take notes when necessary, and finally repeat it to the other party.

Be sure to let the guest hang up before hanging up. Never throw the receiver hard at any time.

Don't talk loudly about personal phone calls in front of guests. If you meet guests, you should immediately end the personal call and serve them.

Intransitive verb others

1. Don't bring or accompany people into the guest room area unless the work requires or the manager agrees.

2. Meal time at work should be arranged by the supervisor.

Job responsibilities and workflow

First of all, the reception manager

operating duty

Be fully responsible for the daily work of the front desk and supervise the front desk to provide high-quality and efficient reception services for guests.

Work content:

1. Attend the regular meeting of Housekeeping Department and Front Desk Department, and finish uploading and distributing.

2. Arrange the daily work of the front desk, ensure the normal operation of all links, and provide high-quality and efficient front desk reception services for guests.

3. Supervise the daily work of the front desk, ensure the normal operation of all links, and provide high-quality and efficient reception services for guests.

4. Handle the guest's complaints to the front desk.

5. Close coordination, communication and cooperation with other departments.

6. Organize subordinate training regularly to improve the quality of employees.

7. Complete other tasks assigned by superiors.

Second, the reception desk foreman

operating duty

1. Assist the reception manager to manage the daily work of the reception desk and be responsible for the reception service quality of employees.

2. Do a good job in the ideological work of subordinates, mobilize the enthusiasm of employees, and complete various tasks and indicators with high efficiency and high quality.

3. Check the subordinate's gfd, service quality, work progress and discipline implementation.

4. Help subordinates solve problems at work.

5. Care for subordinates, unite and forge ahead, and coordinate and communicate the relationship between employees.

6. Check the maintenance and use of necessary items and equipment at the reception desk, and supplement and apply for maintenance in time.

7. Responsible for the inspection and modification of all kinds of house prices.

8. Do a good job of scanning and reporting the check-in guests.

workflow

morning shift

1. Check the printing and binding of the previous day's report.

2, check the front desk reception gfd and office hygiene.

3, familiar with the contents of the succession and sign it.

4. Check the expected arrival table and the categories of saleable houses, and communicate with the reservation department about the selling strategy on that day.

5. Check whether there are meetings, groups and VIPs staying or booking, and write down the work priorities of the day on the blackboard.

6. Give the receptionist an early meeting, assign work tasks, and introduce work priorities and work contents.

7. Write down the work content of the day in the work log of the reception desk, check the "Communication Book between Reception Desk and Cashier" and "Scanning Register", and submit these three books to the superior for review.

8. Pay attention to all kinds of reports or expected arrival tables at any time, and accurately transmit the information to the reception staff.

9. If there is a VIP reservation, after the room is discharged from the reservation department, prepare the VIP room card, RC, envelope and key, and inform AM that the preparations are ready.

10, 1: 00pm, arrange people to follow out the store, prepare the keys for the pre-arrival group, report the results to the director within a limited time, and check and track out the results.

At 1 1 and 3:30 pm, inform AM, Housekeeping Department and cashier to hold a communication meeting.

12, communicate with the night shift foreman to change shifts at 4: 00.

13, organize employees to hold a pre-shift and post-shift meeting to explain the work priorities and contents of the day.

14. After the shift is completed and the list is checked correctly, employees can be arranged to leave work.

middle shift

1, work in shifts with the morning shift foreman, record things that have not been decided, and let everyone know at the meeting before and after the shift.

2. Make an extension at 6:30 pm and arrange a "manager's duty room".

3. Input of inspection group list.

4.9: 30 Print the account report and submit it to the account.

5. 10: 00 PM Check the house price and the shift book, and solve the wrong house price and the unfinished shift in time.

6. At 10: 30pm, shift with the switchboard for the M/C group and the unfinished M/C time.

7. 1 1: 00pm, register all remaining rcs and submit them to the cashier for signature.

8. 1 1: 30pm communicate with the cashier, and handle any problems in time.

9. Inform each receptionist to check the bill and check whether there are RC and credit cards left inside and outside the counter.

In addition: if there is a big meeting to sign in the next day, arrange someone to check the backup key if necessary and prepare the key in advance.

The above work is about the routine of being a class teacher every day. In addition, when the class teacher should deal with problems that occur at any time in time. For example, the class teacher should check the scanning work at any time to ensure the reporting rate of 100%.

Third, the receptionist

operating duty

1. Obey the work arrangement of the reception manager and director.

2. Special circumstances must be reported to the superior.

3. Accept any work assigned by the boss at any time.

4. Do a good job of collecting and filing guest information, and check the relevant information.

5. Receive the guests, deal with the difficulties and requirements of the guests in the hotel in time, and provide necessary assistance for the corresponding services.

6. Provide inquiry service, but remember not to tell others the guest information casually.

7. Print various business reports.

8. Pay attention to all kinds of publicity activities of the hotel.

9. Promote the facilities and services of guest rooms and hotels.

10. Attend the reception staff's regular meeting, solve problems in time, and carry forward the sense of ownership and responsibility.

workflow

morning shift

1. Check your gfd according to the hotel regulations, be full of energy and go to work on time.

2. Sign and read the log book, check the keys (including storing the keys) according to the work needs, hand over the keys to the previous staff, and find out what work needs the help of the class, as well as the room reservation situation of the day, especially the VIP guests (including check-in and early arrival).

3. The staff at the counter should first clean up the countertop and supplement the necessary items such as check-in registration card and room card.

4. Check in for individual customers and groups.

5. Print an OC form after 12:00AM and check out.

6. Assist the Reservation Department to accept the personal reservation of the guests under the number of available rooms, fill in the reservation form and submit it to the Reservation Department for input into the computer.

7. Track discounts or transfers, fill out discount forms or transfer bills to cashiers, and then modify computer data. For rooms that leave after the check-out time, you must fill in the receipt of miscellaneous fees to add rent to the cashier.

8. During the shift change, unfinished work or special matters should be recorded in the log.

9. Check the key, and succession with the successor.

middle shift

1. Same as the first point of the morning shift.

2. The second point is the same as the morning shift.

3. Assist the guest to check out, fill in the receipt of miscellaneous fees and add rent to the cashier when necessary, and strictly implement the system of late check-out surcharge.

4. Go through the check-out procedures for individual guests and groups, strictly implement the check-in system of valid certificates, carefully check the guest registration information, and do a good job of reimbursement.

5. Print "Account Declaration Form" for account declaration.

6. Item 6 is the same as Item 8 of the morning shift.

7. No charge

8. Item 8 is the same as Item 9 of the morning shift.

All-night shift

1. Point 1 and 2 are the same as the morning shift.

2. Receive guests at night and deal with problems that occur at night. In particular, remember that if there is an emergency, you must inform them at the first time.

The assistant manager in the lobby will take care of it.

3. Check the key before the day cut, print the "rent analysis statistics" and check the report, and notify the night check on the day cut.

4. Print and make business reports according to the specified time, and arrange and bind them.

5. It's the same as 8 o'clock in the morning shift.

6. Sign for the keys of each department.

7. Print the remaining reports according to the specified time.

8. Clean the environment.

9. Same as the ninth morning shift.

I extracted it from a book distributed to employees. If you feel incomplete, you can send me a message! !