What is the connotation of front desk service?

The hotel should regularly conduct service etiquette training for relevant personnel. The front desk of the hotel is the first place to show customers. Therefore, the receptionist's every move represents the image and reputation of the hotel and also reflects the management level of a hotel. As the vanguard of the hotel, the receptionist must pay attention to her image and reception etiquette.

Receptionist's job responsibilities

1. Polite hospitality and warm service satisfy the guests.

2. Receive guests and assign rooms according to their requirements.

3. Pass the guest's relevant information to relevant departments through computers, telephones, documents and reports.

4. Grasp the room rental situation, make various reports on room sales, and provide accurate information for hotel management.

5. Be responsible for inquiring about house prices and hotel service facilities.

6. Do a good job in the statistics of guest historical files.

7. Understand the customer's situation and report to the superior in time when problems are found.

Basic gfd etiquette for receptionists.

hair

M: Hair should not be greasy and scalp, and should not be too long (the length stipulated by the hotel).

W: Hair should be neatly combed and tied. Don't wear exaggerated hair accessories. Only use light and generous hair accessories, and don't cover your eyes or face with your hair.

face

M: Don't grow a beard, your face should be fresh and pleasant, and your breath should be fresh.

W: Don't wear too much rouge gouache, just make it a little more beautiful, scan the slices lightly, and apply lipstick and rouge lightly.

hand

M: No nails, clean nails and no dirt hidden in them.

Woman: Don't leave your nails too long. Not suitable for bright red nail polish. Only light nail polish can be used.

foot

M: Clean shoes, socks and shoes should be polished before going to work every day.

Woman: Clean shoes and socks. Don't wear colored socks. Wear socks in the color specified by the hotel. Shoe your shoes before going to work every day.

smell

M: Keep the body smell fresh, and there should be no peculiar smell.

W: There is no strong perfume.

Receptionist's courtesy

1. When working, always wear a natural smile and show an amiable attitude, which can make guests feel easy to approach.

2. Don't make small moves (always mature and steady), cover your mouth when yawning, and don't do indecent actions such as itching, picking your nose, picking your ears and picking your teeth.

Don't chew gum, smoke or eat at work. Don't talk about private affairs with each other, don't quarrel, don't swear.

4. Do not use the counter phone for personal use without authorization. If there is an emergency, you can ask your boss to use the backstage phone.

When walking, don't run, be brisk and silent, and don't make strange movements.

6. When handling the counter documents, always pay attention to the surrounding environment to avoid the guests standing in front of the counter for a while and the employees not knowing.

7. When the guests come to the counter, they immediately put down the documents they are processing, say hello politely, and show their professional training, competence and ability to serve the guests.

8. Listen carefully to the guest's questions, don't interrupt the guest's narrative at will, and then answer clearly, so as not to answer irrelevant questions. If you don't know how to answer a question, you should say, "Just a moment, please. I'll check and answer your question."

9. Don't be lazy, stand upright, don't shake your body, don't stand against walls and cabinets or squat on the ground, don't tilt your head and make faces.

10. Don't be too wordy, but be patient in serving the guests. Don't make fun of guests if they are unfamiliar with something or can't follow the crowd.

1 1. Use proper words, don't offend guests, and don't need flattery. Your voice should be soft, neither too loud nor too small, and you should clearly express what you want to say.

12. Try to remember the guest's last name and address the guest as "Hello, Mr./Miss X" when meeting. .

13. If the guest's inquiry is beyond his authority or ability, he should take the initiative to make relevant contact for the guest, and don't just answer with "I don't know" or even ignore it.

Etiquette of receiving visitors at the front desk of the hotel

1. When a guest visits, he should get up, stand and bow. Smile, greet warmly and actively, and use polite expressions: "Hello, what can I do for you?" Listen to the guests' intentions patiently and actively help them according to their needs.

2. For the guest's consultation, listen carefully before answering. Be patient when answering questions. If you can't answer accurately, you should apologize. "Sorry, just a moment, please. I'll ask for you." After asking, you should give feedback to the guests.

3. After checking the visitors, guide them into the relevant areas.

4. Do a good job in the registration of visitors (according to company regulations).

5. Refuse foreign salesmen and other people with untidy clothes to enter the office area.

Telephone etiquette at the front desk of the hotel

1. If the phone is answered within three times, the standard reply language must be used: "Hello, XX Hotel";

2. After the caller reports the transfer number, politely say "please wait" and transfer immediately;

3. If the transfer phone is busy or nobody answers, please say "Hello, sir/madam, the number you dialed is busy or nobody answers, please redial later";

4. If the other party requests to transfer others, please transfer them immediately;

5. If the connection is not smooth, please answer: "Sorry to keep you waiting, I am transferring you";

6. Prepare a pen and paper by the phone, provide message service on your own initiative, and be ready to record the requests made by the guests at any time to help solve the problem. In particular, carefully record the names, telephone numbers, time, place, reasons and other important matters of the guests, and convey them to relevant departments and responsible persons in time.

7. When answering complaints, pay more attention to using polite language, actively help customers solve the difficulties and problems they encounter, and have a positive and kind attitude. Pass the customer's opinions to relevant departments and responsible persons in time or take the initiative to leave the customer's telephone number to help contact and actively find ways to solve the problem;

8. If the other party has the wrong number or doesn't know who to call, explain politely and enthusiastically and transfer the relevant personnel to the other party.

Hotel front desk situational speech

W: Hello, sir. Welcome to visit. what can I do for you?

I need a house.

W: Do you have a reservation, sir?

G: Yes, Mr. Chen Ping made a reservation.

W: OK, just a moment, please. I'll check it for you right away. Hello, Mr. Chen Ping of Changsha has reserved two big bed rooms, right?

G: yes.

W: Is it convenient to register a room with your two cards?

G: ok, here you are.

Wang: Thank you, Mr. Zhang. Your room is a big bed room. The room rate is1room in 38 yuan. You need to pay in advance, 300 yuan. Do you want to pay in cash or by credit card?

G: cash. (Give money).

Ok, Mr. Zhang, I accept your advance payment. 300 yuan, would you please sign here? (After the guest signs) Here is your deposit slip, Mr. Zhang. Please keep it. Please take your deposit slip with you when you check out.

G: ok.

W: (fill in the certificate, fill in the documents, and make the room card and the cover of the room card), hello, Mr. Zhang. Here is your certificate. Please keep it. Thank you!

The room arranged for you is room 8506 on the fifth floor. This is your room card. Please keep it. Please feel free to call the front desk if you need it. Enjoy your stay in the hotel!

G: thank you

Hotel front desk service etiquette is a etiquette standard that hotel front desk staff must master. Good reception etiquette at the front desk of the hotel not only brings comfortable enjoyment to the guests, but also greatly helps to enhance the external image of the hotel.