What are the responsibilities of the lobby manager and what do he do for the hotel?

The definition of hotel lobby manager:

The hotel lobby manager is a person in the hotel or catering industry who is entrusted by the general manager and handles all the guests' requests for all equipment, facilities, personnel, and services of the hotel and restaurant on behalf of the general manager. Middle-level managers who handle complaints about services and other aspects, supervise the operations of various departments, coordinate the relationship between various departments, and ensure that hotels and restaurants provide quality services to customers in a normal order. They are the nerve center of hotels and restaurants, and the bridge between hotels, restaurants and guests.

Responsibilities of hotel lobby managers:

1. On-duty service

The lobby manager's workbench is located in a more obvious position in the front hall, allowing you to look around the entire lobby. The workbench is fixed and dedicated, has English markings, is neat and beautiful, and is equipped with a dedicated telephone, emergency flashlight, and record book. During the on-call service, guests ask for help, inquire about service items, learn about hotel conditions, raise complaints, etc. in the front office. They can flexibly handle guests' needs, be enthusiastic, proactive, patient and thoughtful, and handle various issues appropriately. Give guests a sense of satisfaction.

2. VIP reception

Accurately grasp the VIP list, arrival time, reception specifications and room arrangements every day, understand the guests’ living habits and special requirements, and check the guest rooms and supplies before reception , arrange and prepare the welcome card and check-in card, welcome the guests at the front door, guide the guests out of the car, welcome the guests warmly, and introduce themselves appropriately; directly transport the guests to the room, introduce the hotel facilities and services along the way, and handle the check-in procedures in a timely manner , introduced the room equipment and reception specifications decently, greeted with tea, towels, and attentive service.

3. Handling customer complaints.

Usually also required to have: familiar with the manager’s work content and procedures, familiar with the hotel’s various systems and service items, able to provide services in more than 2 foreign languages, good at handling various problems in lobby service, polite and courteous Standards for using service language.