How to be a Hotel Receptionist

General requirements for hotel front desk staff

A, employee service knowledge

Hotel service knowledge is the sum of all kinds of services that hotel employees should know in order to provide better services. Mastering the knowledge of hotel service is the most basic thing to carry out all the work in the hotel. Only on the basis of rich knowledge can we provide quality services to our guests smoothly.

1 Service knowledge training content

(1) Basic information about the hotel and its environment.

A. Hotel facilities.

B. Main services provided by the hotel and specific contents of the projects. Time limit and contact information.

Location of the hotel.

(2) Staff post responsibility training

A. The responsibilities and importance of this position and its position in the hotel.

B. Work object, specific tasks, work standards, efficiency requirements, quality requirements, service attitude and responsibilities and scope of responsibilities of this position.

C. Work flow, work regulations and reward and punishment measures of this position.

D. Operate, manage and maintain the hotel-related hardware facilities, equipment and tools involved in this position.

E. Master the hotel software management measures such as the filling methods, requirements and regulations of relevant bills, bills and forms.

(3) Language ability

Language is an important tool and way for hotel employees to establish a good relationship with their guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects and conveys the corporate culture of the hotel, the mental state of hotel employees and other auxiliary information.

A. Tone

When expressing, employees should pay attention to the natural and smooth tone, affable, keep the expression uniform, and always remain calm and polite.

B. Logic

Use the statement correctly. This is a very important aspect of language expression, and ambiguous or wrong sentences are easily misunderstood by guests.

C. Timing and objectives of expression

Employees should use appropriate language to express according to the specific conditions such as the service items needed by the guests and their psychological state.

2. Establish a correct concept of employment

(1) Every employee should establish a firm concept of the overall situation, always think about the overall interests of the hotel, consider the overall image of the hotel, and don't make the hotel suffer undue losses for personal gain.

(2) Hotel employees should be aware of the significance of their words and deeds to the whole hotel. If they do well, they will benefit a lot; If they don't do well, the hotel will suffer losses. Every employee is the pillar of the hotel. Only when every employee gives full play to his talents, the operating foundation of the hotel will be particularly solid and the operation of the hotel will flourish.

3 employees should have professional psychology

Hotel industry is different from other industries. If you don't have a good attitude to face the hotel service industry, you can't do a good job in hotel service. Hotel services are all-inclusive, and there is no selectivity. We should enthusiastically provide thoughtful services to our guests and not let them have any dissatisfaction.

(1) attitude

Attitude is an important part of hotel staff's work psychology. Whether the correct working attitude can be established or not determines the degree of hard work and the mood of treating people.

(2) Will

A. Perseverance

Although employees face different guests every day, their work is quite repetitive. If they don't have enough perseverance to support them, they will retreat in fear of difficulties and the service to their guests will not be carried out well.

B. Patience

When a guest has a misunderstanding, he should patiently explain it to the guest until he understands it. When the guest doesn't understand the question he asked, the hotel staff should patiently clarify it until the guest gets a satisfactory answer.

C. Self-discipline

Self-discipline emphasizes giving full play to one's subjective initiative and doing a good job consciously, independently and orderly without external supervision and management.

D. self-control

Every employee has his own feelings, dignity and legal rights. In hotel service, misunderstandings often occur between guests and employees. Sometimes the reason may be that it appears to the guests. At this time, it may be reasonable for hotel employees to take certain actions out of emotion. But the two parties involved in this relationship are not purely interpersonal relationships, but the relationship between employees and guests, service and being served. Therefore, the way and guiding ideology to deal with this contradiction should emphasize the self-control ability of hotel employees.

Front desk duties

Provide reception, reservation, inquiry, checkout and other services for guests. Provide active, enthusiastic, patient, meticulous, accurate and efficient services at any working time, serve wholeheartedly, entertain guests diligently, strictly implement the service standards of the hotel, and strive to establish a good brand and reputation image of the hotel.

Check in for guests

1 When guests enter the door, the front desk is responsible for reception. Say welcome first, then say hello, and finally ask the guests' needs.

The reception service should be soft and friendly, starting with the word "please" and ending with the word "thank you", and "I'm sorry" should always be on my lips, so as to see the guests off without forgetting "goodbye".

Accurately grasp and understand the room status, price and other information at any time, and actively and effectively promote rooms and services.

According to the needs of guests, introduce the room type and charging method.

5. Confirm the guest's stay days, specify the deposit (for long-term guests, try to collect more deposit) or rent, and confirm the payment method.

Employees should be familiar with the hotel's long-term guest agreement and the contracts of various units, especially the discount and debit agreement.

Issue deposit slips and receipts to guests. Room notice and room card, and finally warmly remind guests of matters needing attention in the hotel and enjoy their stay.

Take care of the guest information and don't disclose it easily.

According to the guest's requirements, in the computer system management or handover, PS tenant's agent matters: wake-up service, do not disturb and so on.

10 the front desk should check the room status with the floor at any time to avoid mistakes in the process of renting.

Responsible for booking sales rooms

1 Received a call from a guest to reserve a room (answered in standard language).

Ask the name of the person who made the reservation. (Sir | Miss, what's your name, please wait a moment ...)

Check the occupancy rate of the computer and whether to accept the reservation (arrival time, required room type, approximate stay days).

Accept the reservation and confirm the information with the caller. (Booker's name, check-in guest's name | Unit, check-in and check-out time, room number, room type and room price. )

Determine the payment method and contact information with the person who booked the room to facilitate contact, and explain the latest check-in time to the guests.

6. Repeat all the records to the reservation person and enter them into the computer system after confirmation. (Thanks for calling to make an appointment)

If the reservation information is very important, you need to give it to the next staff member orally, so be prepared.

3. Check out the guest.

1 Every noon, 12: 00 is the check-out time of the previous day (longer). If the tenant who needs to check out fails to check out after 12: 00 and before 18: 00, half a day's rent will be charged as overtime fee. If the tenant checks out after 18: 00, it will be charged for a whole day.

There is still half an hour before the check-out time. Ask the floor attendant or call the tenant. (Hello, Sir | Miss, this is the front desk. Do you want to update your room today? Whether to check out, pay attention to the classification of check-out tenants and renewal tenants.

When checking out, guests need to get back the deposit slip and room card. And inform the floor attendant to make rounds. (whether the paid articles and furniture configuration are damaged) and according to the computer or work order records, check the rent, telephone charges or other service fees payable by the tenants in detail, list the consumption details to the guests, deduct the consumption expenses, and return their room deposit after receiving the notice of floor rounds.

4. Organize the accounts of "open check-out" guests every day and report the abnormal situation.

Tell the guests to walk slowly. Welcome to visit next time.

Postscript (same as postscript); Police officer (police sergeant)

1 the same day,11:00-13: 00 is the rental time. At the check-out peak, when there are many guests, the reception work should be busy and not chaotic. The first one should be handled well, and the second one should be asked before the third one.

When checking out, be sure to carefully check the guest's deposit slip and room number, and be sure to take back the room card from the guest.

A. If the tenant loses his room card in the process of housing, the tenant shall be responsible for compensating the room card.

B. If the front desk fails to retrieve the room card from the guest when checking out, resulting in the loss of the room card, the employee on duty who handles the check-out procedure shall be responsible for this compensation.

C Therefore, the personnel in the early, middle and late shifts should carefully check the room card and room status according to the room rate on duty.

When asking guests to check out, they should inform the tenants who want to stay that day by the way and pay the rent or deposit at the front desk when it is convenient.

When the tenant checks out, after receiving the notice of floor rounds, he should charge for the damage of paid items and furniture according to the floor notice, and charge according to the quotation sheet. If the tenant has the above consumption behavior, and the floor is not detected, the floor attendant will be responsible for this fee, otherwise the front desk attendant will be responsible.

Answer the guest's questions and deal with the guest's complaints, opinions and demands.

1 Listen to and handle guest complaints with a positive attitude.

Empathy, empathy, put yourself in the guest's shoes.

Meet the needs of guests as much as possible without violating the rules and regulations.

Tolerance, patience, whatever the reason, don't argue with the guests, give the reasons to the guests.

5 try to maintain the self-esteem of the guests, even if the fault lies with the guests, try to "take a ladder" to let the guests step down.

Maintain the image and reputation of the hotel and don't give up on the principle. But always pay attention to the expression of language:

A looks natural and generous, not flustered and absent-minded.

B the tone should be soft, not too loud. Talk to guests in a tone of discussion or inquiry.

C speaking posture, when discussing with guests, don't move too much, don't dance, don't point at people, and don't cross your hands on your chest.

Any comments and complaints of the guests should be clearly and reasonably explained or explained, and the serious situation should be reported to the superior leader immediately.

Thank the guests for their reasonable suggestions, criticisms and complaints, and explain to them that we will adopt them when the department conditions are ripe.

Postscript (same as postscript); Police officer (police sergeant)

Treating guests' complaints and criticisms rationally reflects the best professional quality of employees in the tourism industry.