Responsibilities of the front office department

(1) Staffing: reservation supervisor, foreman, room reservation clerk.

(2) Main functions:

1. Familiar with the hotel's room rate policy and reservation business;

2. Accept the room reservation business;

3. Be responsible for establishing good business relations with relevant companies, travel agencies and other tourism units;

4. Strengthen the contact with the reception desk at the front desk, and provide relevant information and data of room reservation to the front desk manager and relevant positions and departments at the front desk in time;

5. Participate in customer prediction and provide VIP arrival information to superiors;

6. Participate in the negotiation and contract signing of the front office's external reservation business;

7. Make various customized reports; (Monthly, Semi-monthly, Weekly and Next Day Guest Arrival Forecast)

8. Participate in making the annual room reservation plan;

9. Strengthen and improve reservation records and guest history files. (also known as "registration")

(1) staffing: supervisor, foreman and receptionist.

(2) Main functions:

1. Sales room;

2. Receive in-house guests, check in guests and allocate rooms;

3. Grasp the guest dynamics and information, and control the room state;

4. Make guest room business daily report and other forms;

5. Keep close contact with the reservation department and the housekeeping department to keep abreast of the room rental situation;

6. Coordinate the service to the guests. (1) Staffing: supervisor, foreman and inquirer.

(2) Main functions:

1. Responsible for answering guests' inquiries;

2. Receive visiting guests;

3. Handle guest mail in time;

4. Provide message service (guest message and guest message);

5. Distribute and keep room keys. (Check-out, under the hotel finance department)

(1) Staffing: foreman, cashier, foreign currency changer.

(2) Main functions:

1. Check out the check-out procedures for the departing guests;

2. Accept the advance payment from hotel guests;

3. Providing foreign currency exchange and exchange services;

4. Contact the cashier in each business department of the hotel to collect and verify the bill;

5. Establish a guest account card to manage the guest's account;

6. Count the operating income of the hotel on that day in the evening and make business statements;

7. Provide guests with valuables storage and custody services;

8. Responsible for the transfer of accounts receivable;

9. Review the operating income and accounting of the whole hotel in the evening.

Concierge service (luggage service/concierge)

(also known as "lobby service")

(1) Staffing: lobby service supervisor (golden key), foreman, usher and bellman.

(2) Main functions:

1. Welcome guests in the lobby or airport or station;

2. Responsible for the delivery and storage of the guest's luggage to ensure its safety;

3. Storage and rental of umbrellas;

4. Looking for people in the public sector;

5. Guide the guests into the guest room, and introduce the service items and service features to the guests for timely publicity;

6. Distribute guest newspapers, letters and information;

7. Assist in the management and command of vehicles at the entrance of the hall to ensure smooth and safe traffic;

8. Answer the guests' inquiries and guide them;

9. Adopt relevant notices;

10. Provide taxi calling and parking services for guests;

1 1. Responsible for other to-do items entrusted by the guests. (1) Staffing: switchboard supervisor, foreman and operator.

(2) Main functions:

1. Transfer the call;

2. Provide wake-up service for guests;

3. Provide uninterrupted telephone service;

4. Answer the guest's telephone inquiries;

5. Provide telephone search service;

6. Accept telephone complaints;

7. Accept telephone message service;

8. Handling international and domestic long-distance calls;

9. Play or eliminate emergency notices and instructions; Play background music. (1) Staffing: supervisor, foreman and clerk.

(2) Main functions:

1. Provide typing, translation, copying, fax, long-distance telephone and Internet services (business services) for guests;

2. Can provide secretarial services according to the needs of guests;

3. Provide document processing, sorting and binding services;

4. Provide rental services such as computers and slide projectors.

5. Provide agency mail and express mail service;

6. Provide other agency services entrusted by the guests. (1) staffing: supervisor, foreman and receptionist.

(2) Main function: It is the same as the reception desk in the lobby, but the service object is basically the guests in charge of the floor. Main functions:

1. Welcome VIPs on behalf of the hotel, remember VIPs' names, handle major events, and record related matters of VIPs and noteworthy guests;

2. Decide whether to accept the guest's check and handle the guest's check-out questions and other inquiries, and handle them according to the relevant regulations and authorization of the hotel;

3. Be responsible for welcoming and guiding VIPs to designated rooms, introducing room facilities, keeping a record of VIPs' departure, and implementing every detail of VIP reception;

4. Be responsible for changing locks and keys and make records;

5. Be responsible for handling the rooms with errors between the housekeeping report and the reception desk, and lock the rooms in person;

6. Responsible for handling guest complaints, solving problems according to my understanding of the hotel and the psychology of the guests, and arranging nursing or sending the sick or unexpected guests to the hospital;

7. In case of emergency, you must take the initiative to make decisions (without asking your superiors); Contact the security department and the reception desk for information and report "outside" or "sick" urgently;

8. Try to participate in the reception work, understand the sales situation of the room on the day and after, patrol the inside and outside of the hotel, ensure the normal operation of various functions, and eliminate hidden dangers in time;

9. In the process of talking with the guests, you can properly publicize the hotel facilities;

10. Obey the arrangement of management personnel (such as the general manager, deputy general manager, assistant to the general manager and immediate superior);

1 1. Check the room area where the alarm is issued together with security guards and engineers;

12. Cooperate with financial personnel to recover the accounts owed by the guests who are still staying in the hotel, and direct other department personnel to assist in the work when necessary;

13. In case of dangerous accidents (such as fire, Fei Jing, etc.). ) and any senior management can't ask for instructions. To make an appropriate decision, it is necessary to evacuate the guests as appropriate.