How to manage room reservations at the front desk

The following information is reproduced for reference

Hotel front desk management

1. An introduction to the common knowledge necessary for front desk staff to sell: The first task of the front office is to sell guest rooms and take into account the promotion of other facilities. This requires all front desk staff to be quite familiar with the hotel's products and be good at observing and analyzing the customer's consumption psychology. Arrange rooms for guests with different targets. In this way, the interests of both the hotel and the guests are taken care of. It is the best of both worlds and satisfies both parties. The following is the necessary knowledge for selling rooms.

A. Familiar with the hotel situation - that is, understanding the hotel design features, decoration, layout, display, various hotel service facilities, service items, entertainment items, especially the types and characteristics of restaurants, guest rooms, and hotel price policies, etc.

B. Promote the benefits of the hotel - mainly to highlight its environmental location, such as the elegant and quiet geographical environment of our hotel, outstanding garden-style features, etc.

C. Emphasize the characteristics of the hotel - this refers to the different characteristics and advantages of this hotel compared with other hotels. For example, this hotel is the most luxurious hotel in the local area, surrounded by picturesque scenery on three sides, surrounded by water on three sides, and is a garden or hotel. It is full of plants and unique style, and has a garden-style restaurant community, large and small conference rooms, swimming pools for adults and children, as well as well-equipped supporting service facilities such as a health center and a dance hall, as well as guest rooms and villas. Comfortable and elegant, well-appointed, luxurious and more.

D. Establish a good relationship - when guests arrive at the hotel, you should welcome them and introduce the hotel to them. If you are listening on the phone or handling things for guests, you should also welcome new guests and let them know that you are His arrival was noticed and he was not left indifferent. If guests have any problems, they should help them solve problems in a timely manner. If the guests change their stay plans for some reason, they should also enthusiastically introduce other hotels to them. Some guests need hotel information or information, and they should be warmly received and try to meet their requirements. Recognize that they are hotel guests or future guests and make a good impression on them.

2. Room Allocation The employees responsible for allocating rooms must understand and master the hotel's advantages and disadvantages, location, rent standards, and room bookings for the day and day, so that they are well aware of them. When allocating rooms, they must be based on the different characteristics and grades of the guests and the requirements of the travel agency. Make appropriate arrangements according to the specific situation of the hotel room. The following are general rules:

A. Before allocating a room, you should carefully review the requirements of the room booking form.

B. Priority will be given to VIP guests and other government-received groups. For VIP guests, luxurious or better rooms with beautiful views from the windows should be arranged. When making arrangements, attention should be paid to confidentiality, safety, hygiene and service.

C. When allocating rooms, take into account the departure time of the original guest and the arrival time of the guest arriving on the same day, and try to allocate the room of the guest who left early to the guest who arrived first.

D. Rooms and floors are arranged according to the level of the guests. For general scattered guests, because they have different purposes for staying in the hotel, there must be differences in arranging rooms. For example, business guests are not very sensitive to rent and may arrange rent. Higher rooms; tourists are more sensitive to rents and can arrange rooms with lower rents; travel agencies or customers can bring business to the hotel and may arrange better rooms. In short, it is necessary to distinguish between different objects and different needs, and make appropriate arrangements.

E. For group guests, try to arrange rooms on the same floor, with the same standards, and the same window views, and try to keep them together as much as possible.

F. The elderly, disabled, and guests with children should generally be placed in a room closer to the elevator.

G． For newlyweds, a room with a large bed should be arranged to make them feel that the hotel service is attentive and friendly.

3. Room Control and Retention

A. Room control - Arrange the room allocation in advance on the first day or a few days before the scheduled guests arrive at the hotel, and write down the handover records so that these rooms can no longer be sold to other guests. This can ensure the accommodation of the booked guests and make the room more comfortable. Well controlled.

B． Reservation of rooms - A room opened by a guest in a hotel, regardless of whether the guest stays there or not, should be reserved for the guest as long as the guest applies to reserve it. This type of room is called a "reserved room" and cannot be sold to a new guest or to a new guest without the guest's permission. Use it for other purposes. This kind of room is treated as a room that has been opened, but the payment method of the room fee needs to be clearly stated.

Four. Before the guest checks in, before the guest arrives at the hotel, preparations should be made to receive the guest well, such as having all forms in place, sufficient supplies, and a clear understanding of the room conditions that day. For groups or individual guests with reservations, rooms should be allocated in advance, reports should be printed out and submitted to the housekeeping department, and the information, room keys, meal cards (if any), room cards, etc. should be prepared one by one, waiting for the guests. arrival.

5. After the guest checks in, after completing the check-in formalities, immediately notify the housekeeping department that the guest has checked in, then centrally classify and archive the information, copy and distribute the relevant information to the departments that need to be sent, and finally pass all the information and vouchers to the front desk cashier and sign the name of the receptionist.

6. Calculation method of room rent: Usually the hotel calculates the guest's rent from the time the guest checks in at the front desk to the time of checkout.

A. One day's rent - refers to check-in after 6 a.m. and check-out before 12 noon the next day, and one day's rent will be charged.

B． Half-day rent - refers to half-day rent for check-in after 6 a.m. to 12 noon on the same day; or for check-out after 12 noon the next day, an additional half-day rent will be charged. If payment is made after 6 p.m. the next day An additional day's rent will be charged upon check-out.

C. Special rent - means that the guest has reserved a room, but due to the fact that the hotel cannot provide a room of the same level when the guest arrives for some reason, it has to provide a room of a slightly higher level to the guest, but the rent remains unchanged. This kind of rent is called special rent. Must be stated on the accommodation information.

D. Discounted rent - During the off-season, the percentage discount given to VIPs, familiar customers, regular customers and guests who need preferential treatment when calculating the rent is called discounted rent. If the discount rate is large, it must be approved by a person above the director level.

E. Free rent - the hotel will provide free entertainment to important VIPs, people who have contributed to the hotel, influential people in society, colleagues, and important customers who can bring business to the hotel when they check in, without charging rent, but must It must be approved by a person above the director level and must be noted on the booking form and bill.

Seven. Special Matters

A. The guest has made a reservation but the hotel does not have the same type of room available. When encountering this situation, you should first apologize and explain to the guest, discuss with the guest, and ask whether the guest wants a higher-level room with the same rent, or a lower-level room with lower rent, and offer to let the guest choose.

B． The guest has arrived at the hotel but there is no reservation information for the guest or the reservation information does not match. In this case, you should check again and again. If there is a problem, you can arrange for the guest to stay first. If possible, ask the guest to pay a deposit first, and then contact the person or organization where the guest made the reservation as soon as possible to verify, and then press the verified Price processing.

C. Room change: Room change may be the guest's wish or the hotel's requirement. Guests may request to change rooms due to room comfort, price, changes in the number of guests, or other reasons. The hotel may also request a room change due to delayed departure of guests, maintenance of guest rooms, the need to reserve rooms, or other purposes. And ask the guest to change rooms. If the guest wants to change rooms, generally speaking, the room change can be carried out smoothly. If the hotel wants the guest to change rooms, things will become more complicated and may arouse the guest's resistance, so be particularly careful when handling it, but Regardless of the reason for changing rooms, the following steps and matters should be followed:

① Clarify (or explain to the guest) the reason for the room change.

② Before changing rooms, guests should be consulted and informed of the situation and time of changing rooms.

③When changing rooms for guests, it is best to have the guest present to guide them. If the guest goes out for business and entrusts the hotel to handle the matter, at least two people, including the bellman and room attendant, must be present. It is best to have a lobby A deputy manager or supervisor is present.

④ If there are guests present when handling luggage, you can move it according to the guest's instructions. If the guest is not present, it should be placed as it is without leakage when moving.

⑤ If there are clothes hanging in the wardrobe, be careful to take the clothes hanging together and do not take off the clothes hanging.

⑥After the room change is completed, a room transfer form must be filled in and distributed.