What is the reception process at the front desk of a star-rated hotel?

Reception process at the front desk of a star-rated hotel 1 When a guest enters the lobby and is two meters away from the front desk, look at the guest, smile at the guest and say hello: "Hello, sir/madam! Good morning/afternoon/evening.

(1) If you answer the phone, just look at the guest and nod and smile to signal the guest to wait.

If you are dealing with the documents at hand, you should always pay attention to the arrival of guests.

Confirm whether the guest has made a reservation.

(1) If a guest has made a reservation, please wait a moment and find the reservation according to the name or company used by the guest when making the reservation.

Check with the guests.

(2) If the guest has no reservation and has a room available, he should introduce the type, price and location of the room that can be rented to the guest. Waiting for guests

People choose and answer guests' questions. If there are no vacancies, they should apologize to the guests and introduce the situation of nearby hotels to them.

Ask if you need help. We can help them contact.

(3) If the guest just asks, not checks in, be patient and answer the guest's questions and welcome the guest.

3 check-in registration

(1) Take the upper end of the accommodation registration form and the lower end of the pen and give it to the guests to fill in.

(2) Verify whether the witness cards are consistent, and scan and save the certificates.

(3) Check whether the accommodation registration form is complete. If there are any missing items or unknown information, ask or supplement according to the certificate.

Done. If the guest has no valuables to deposit, please sign in the lower right corner of the registration form. And write down the license plate number.

(4) Confirm the payment method (debit card, credit card, cash,).

(5) Give the certificate and room card to the guest together, and remind the guest of the approximate location of the room where he lived for the first time.

(6) If there are large pieces of luggage, please ask the bellman to carry them.

(7) Notify the housekeeping department and the general computer room, and input the check-in information into the computer.

Note: 1. Make the room rate clear when you check in, especially the special price in the morning, room rate and subsequent room rate.

2. Membership cards and VIP cards are generally valid at the time of check-in, otherwise they are invalid. (The reception must indicate the reason for the revision of the house price.

Open a list of changes in house prices).

3. Write the names of several people in the registration form for opening the door. When you check in, you should ask the guests how many days they will stay, so that you can swipe your room card for a few days and collect a deposit for a few days. At the same time, the time on the computer should be consistent with this to facilitate the floor. Stick to the last name.

4. The deposit slip of the guests living together should be written separately, and the registration form should also be written separately.

5, the guest should take the initiative to ask the guest whether to keep a secret, telephone ask whether the guest transfer, don't tell the room.

Number.

6. Guests with birthdays or VIPs should inform the housekeeping department in time.

Second, the reception team check-in procedures and matters needing attention

Preparation of 1: (If a room needs two room cards, the room cards should be prepared one day in advance)

(1) Make an appointment 1-2 days in advance to ensure the team room.

(2) When more than two teams arrive at the store at the same time, the key team with high level should be arranged first, and then the team with more rooms should be arranged.

(3) The guests of the same team should be arranged as centrally as possible.

(4) When there is no room reservation, you can wait temporarily, but you should leave the room (one hour) before the guests arrive at the latest.

(5) The personnel on duty should know the names, contact numbers, units and special matters of each team leader. And do a good job in housing affairs.

Communication between the center and the sales department.

Welcome guests

(1) When the team arrives, check the group reservation status according to the guest information.

(2) According to the reservation information, check the number of people, rooms and whether to order food with the guests. After the contents are correct, please sign by the team leader.

Single. When it is necessary to add or subtract rooms under special circumstances, politely ask the team leader and ask him to sign, and then inform the room service center and cashier.

Banks should make corresponding changes. And politely consult the tour leader's activity arrangement in order to provide services for the guests. (for example,

Knowing the check-out time, the floor can organize human rounds to ensure that the check-out will not delay the guest's time)

Fill in the form, verify and allocate the room.

Please fill in the housing registration form. If the team is in suspense, everyone can fill in the form and the team leader will sign it uniformly.

Count the number of room cards and distribute them to the team members by the team leader.

4. Input the check-in data into the computer and notify the room service center, the general computer room and the team room. The name and room number of the tour leader should be notified to the room center.

Note: 1. Submit the team reservation form to the cashier for retention, especially the list indicating the checkout method.

2. The team list issued by the sales department must confirm the check-in time, bar and long distance, and notify the housekeeping department 1 2 days in advance.

Heart. The reservation of the sales department should be satisfied as far as possible (the sales department leaders have special preferential rights). The free room for the team is arranged in the annex building.

Front desk responsibilities of star-rated hotels: 1, handle check-in procedures for guests, issue and recycle room cards and magnetic card keys;

2. Input the guest information into the computer in time and accurately, and scan the guest information transmission;

3. Keep abreast of room status, price and other information, and actively and effectively promote rooms and services;

4. Be responsible for changing clothes, opening doors, leaving messages, luggage storage, wake-up, and laundry services.

5. Responsible for the check-out and checkout of guests;

6. Introduce the membership card to the guests, and handle the relevant formalities of membership card according to the system;

7. Provide guests with various business services such as using safe, renting items and selling small commodities;

8. Accept the guest's room reservation, and go through the relevant procedures for room change and renewal;

9, correctly and effectively receive the guest's inquiry, and provide all kinds of information about the store service facilities, traffic inside and outside the city, tourist attractions, entertainment and shopping;

10, responsible for the sanitation and cleaning work at the front desk and the maintenance of equipment and facilities;

1 1, responsible for accepting the maintenance of store facilities and equipment, and reporting to the engineering personnel in time;

12, do a good job of succession.

13, familiar with the store safety regulations, do a good job of monitoring suspicious guests, and report the problems in time;

14, do a good job in handling the compensation for damage to goods in the store and report to the manager on duty;

15, do a good job in the registration, storage and inspection of items left by guests;

16, responsible for all kinds of daily business reports of the store;

The necessary reception capacity of a star-rated hotel is 1. Language ability: fluent in English, standard Mandarin;

2. Operational ability: proficient in using office software and office automation equipment;

3. Communication skills: strong affinity and good communication skills;

4. Adaptability: responsible for receiving visiting guests and answering all kinds of business-related or unrelated consultations;

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