Traditional Culture Encyclopedia - Hotel accommodation - As a hotel receptionist, what are the precautions for guests to check in?

As a hotel receptionist, what are the precautions for guests to check in?

Give you a five-star hotel with foreign investment. You can refer to:

Room gifts and VIP room layout:

Room gifts are usually placed in special or VIP rooms, and room gifts should be picked up or drunk by the room before the guests arrive.

The food department prepares and delivers it to the guest room. The items, room number and time delivered to the VIP room include the following items:

1. Flowers;

2. Chocolate (biscuits);

3. fruit.

For the arrangement of room gifts and VIPs, the following steps should be followed:

1. Pre-allocated rooms:

Its purpose is to make all preparations before the arrival of the guests, so that the guests feel at home.

2. Print and distribute the "VIP and Guest Room Gift Schedule":

The timetable should include the following items: arrival date, time/flight number;

Name of the guest and gifts to be prepared;

The title of the guest and the reason for arranging the gift or the approval of the manager.

Operation process of personal check-in:

1. When the guests arrive, greet them warmly and politely and ask their names;

2. Look up the guest's name in the estimated arrival schedule or computer;

The expected arrival should include the following information: the name of the guest;

Type and quantity of rooms reserved;

Date of departure;

Booking source;

Arrival information;

Terms of payment.

Note: When consulting the reservation information or searching the guest's reservation information in the computer, you should pay attention to whether there are any notes left by messages or letters. If you have any remarks, you should take out the corresponding items and give them to the guests according to the remarks.

3. The contents of the guest registration card include: guest name (Chinese and English names need to be filled in separately);

Nationality and place of birth;

Gender;

Passport or home visit permit, ID number;

Validity period (check the validity period of the visa);

Date of birth;

Occupation and workplace;

The reason for staying;

Fill in the check-in date and check-out date;

Signature of guest.

4. After the guest fills in the registration card, the reception desk should check and fill in the remarks:

Matters needing attention include: payment method;

The source of the store;

Other relevant information;

Room rate and room number.

For Hong Kong and Macao guests, we should try our best to get their English names for the convenience of guests.

5. Assign rooms:

Before allocating rooms, ask the guest's requirements, and the supervisor on duty will allocate rooms according to the guest's requirements.

6. Write down the specified room number on the registration form.

7. Fill in the check-in notice:

A, first print the sign-in notice on the time machine;

B, fill in all the columns in the occupancy notice;

C. Give the completed notice to the bellboy and send it to the floor and relevant departments.

8. Fill in the hotel welcome manual:

The hotel welcome card is used as the certificate of hotel guests, and guests need to get the room key with the welcome card.

The contents of the welcome card include: guest name, room number, daily rent, guest signature and validity period;

How to write the daily rent: a. Full price: full price+service charge (%)

B, the discount price should be written as: full price+service charge (%)-discount rate (%)

Pay special attention to the daily rent, because the daily rent on the welcome card is the only basis for the guest to confirm the room rate, and it is also the certificate for the hotel to inform the guest of its room rate. If you fill in the wrong number, it will cause complaints from guests or cause losses to the hotel.

Guest signature: Remember to remind and ensure the guest's signature before leaving the service desk, so as not to let others get the unsigned welcome card and the room key, which will cause losses to the guests;

Deadline: The date is as follows:

65438+1October 7th means 07/0 1 day/month/year.

All singular numbers must begin with "0"

Also pay special attention to fill in the expiration date to ensure that the date is consistent with the date filled in by the guest on the registration card.

Especially in the peak season, the importance of this date is more obvious;

In addition, the staff must sign the welcome card to show their approval;

Give the completed hotel welcome card to the guest for signature and repeat its contents.

9. Ask the guest how to pay:

A. If the guest is a credit card, print the guest's credit card in advance (acceptable to the hotel);

B. If the guest pays in cash, give the hotel welcome card to the bellman and take the guest to the front desk to pay the rent in advance.

10. I wish the guests a pleasant and comfortable stay in the hotel.

12. Schematic diagram of check-in registration process.

No reservation

Have an appointment

Follow-up work after guests check in:

1. Open room phone IDD；;

2. Enter the guest's information, such as name, room number, departure date, payment method, rent, special requirements, discounts and other related information into the computer. This work should be finished as soon as possible to avoid selling the room again.

Remarks:

1. All guests (except the holders of occupancy certificate and prepaid room reservation) must go through the formalities of prepaid rent (credit card or cash) before going to the room;

2. For those who are free of advance payment, they should receive relevant certificates in black and white, such as occupancy certificate, deposit receipt and company letter. , and make a careful inspection. If there is any doubt or confusion, you should immediately notify the supervisor on duty and record it in the memo at the reception desk, so that other colleagues and off-duty colleagues can follow up conveniently.

3. If a guest requests to extend his stay, he should first know whether the payment meets the requirements of the hotel and whether the room conditions of the hotel are acceptable, and then he can confirm the requested extension time and inform the supervisor on duty.

4. All extra beds should be handed over to the Housekeeping Department.

5. When booking a meal-included arrangement, the guest's voucher); Should be collected (1);

(2) Check the detailed information about the dining arrangement in the check-in voucher and check it with the reservation information;

(3) fill in the meal voucher.

Pay special attention to the room number, guest's name, meal date and restaurant location when filling in, and give it to the guest after filling in, explaining and pointing out the dining place. If the content of the check-in certificate is different from the reservation information, it should be reported to the supervisor on duty so as to make corresponding treatment measures.

6. Under no circumstances can you disclose the contract price between the hotel and the travel agency to the guests or outsiders, and all personnel should strictly abide by it.

Operating process of VIP check-in:

1. Assign rooms and room gifts:

For all distinguished guests, the hotel should arrange rooms in advance, which is the responsibility of the assistant front desk manager and reception director. The procedure is as described in "Room Reservation".

The executive housekeeper and the assistant manager in the lobby will be responsible for checking the arrangement of gifts in the room to ensure that everything is properly arranged before the arrival of distinguished guests.

2. Pre-registration preparations for VIPs:

Before the arrival of the distinguished guests, all the registration preparations should be done well. The hotel has a special VIP check-in folder.

The items in the registration folder are:

(1) Guest Accommodation Registration Form:

If the guest is a guest who has stayed in a hotel, all information should be printed on his accommodation registration card in advance;

(2) Hotel guest welcome card;

Fill in all the known columns in advance;

(3) If the VIP has a message, telex, fax, etc. They should put the room in the registration folder first so that the guests can give it to them when they check in.

(4) room key;

(5) Notice of occupancy upon completion;

(6) Pen

The supervisor on duty should check the above preparations and then submit them to the assistant manager in the lobby for review to ensure that all materials are prepared correctly and in advance.

3. When the VIP arrives, please refer to the "VIP Check-in Procedure" to check in the VIP;

4. VIP departure service:

In order to provide better service, the assistant lobby should urge the cashier department at the front desk to prepare and settle all VIP bills in advance for inspection before the guests check out.

There is an extra charge for late check-out of all VIPs.

Entry procedures for self-entry guests:

All non-reserved guests will be considered as "self-entry":

1. When the guest arrives at the reception desk, the clerk at the reception desk should refer to the guest's name repeatedly in the expected arrival schedule and the reservation materials of the day to confirm whether the guest has a reservation;

2. Check the room situation at that time to see if the hotel has rooms for sale;

3. If the hotel room conditions are acceptable, normal check-in procedures should be implemented, but the guest's name should not be on the hotel blacklist, otherwise the supervisor on duty should be informed immediately.

4. Implement the hotel's credit system and ask the guests about the payment method (printing credit card or cash advance).

Daily check-in procedure for daily guests (for daytime use):

Check-in and check-out on the same day are called "daily use":

1. All the daily reception rooms shall be approved by the reception manager or the reception foreman in his absence;

2. If approved, the operating procedures for individual occupancy will be implemented;

3. Verify the check-out time of the guest;

4. Inform the guest of the house price given by the supervisor;

5. Implement the hotel's credit system and ask the guests about the payment method (credit card or cash);

6. Inform the housekeeping department of the room number and check-out time, and ask the housekeeping department to pay more attention.

Guest Join Handler (Join):

When a guest joins the room that was occupied when he arrived, it becomes "joining":

1. "Join" with reservations:

A. The name of the guest to join is the same as the reservation information;

B. If all the information is the same, the individual check-in registration procedure will be implemented;

C, the notice of residence (consignment) marked "join", in order to inform the relevant departments;

D. Room rate (if the price of a single room is different from that of a double room or the extra bed fee is charged to the guest);

E. Inform the guest of the adjusted house price, add the original welcome card and issue the welcome card indicating the new house price;

Correct all information in the computer.

3. "Join" without reservation:

A, ask the guest to join the room number and guest name;

B. If the guests in the original room are not present together, ask him/her first whether he/she agrees to join the guests;

C, if the guest room allows, the "join" procedure should be implemented;

D. If you can't contact the guest in the original room, please wait for the guest who wants to join to return;

E. If the guests who want to join do not accept it, they will report it to the supervisor on duty;

In any case, no one can join without the consent of the residents.

Late check out:

1. Due to flight or train time, guests will ask for late check-out:

Late check-out requires three fees:

(1) Free: Free:

Free late check-out must be approved by the front desk manager, assistant front desk manager and assistant lobby manager. Under normal circumstances, the front desk foreman can waive the late check-out fee for guests, but he must inform his supervisor on duty.

(2) Half-day fee:

There will be a half-day charge for late check-out before 6: 00 pm. The so-called half-day charge is charged at 50% of the full price of the room. The half-day fee is based on the full price regardless of whether the guests have any discount or not.

(3) Full-day charge:

When the guest requests to keep the room beyond 6: 00 pm, he should pay an extra day's rent, but the guest can still enjoy the same discount as the original rent;

If the original rent of the guest is the full contract price, the extra rent shall be charged at the full price.

2. Handling procedures for late check-out:

(1) Fill in and sort out the receiving instructions.

After being examined and signed by the supervisor on duty, it should be sent to the cashier at the front desk. If there is any delay, what time should be indicated;

(2) Correct the relevant information in the computer;

(3) Notify the Housekeeping Department of the number and time of late check-out.

Estimated departure procedures:

1. Special reminders should be given to the rooms that are expected to leave on the same day for the morning shift and the evening shift. The procedure is as follows:

(1) According to the expected departure table printed by the computer, call each room to ask whether the guests will leave the store that day, the time or date of departure;

(2) Record all the information obtained and report to the supervisor on duty at the reception desk;

(3) All renewal requests shall be notified to the reception supervisor, depending on the acceptance of the room at that time. If it is acceptable, follow the continuation procedure;

(4) If the guest is not in the room and can't be contacted, leave a "check-out message";

A. Fill in the above information;

B, turn on the information signal light in the guest room;

C, when the guest calls to ask, ask the guest about the departure date, time and all relevant information, and execute the above procedures;

2. When the guest requests to stay for a longer period of time and the hotel is overbooked, the receptionist should politely explain to the guest and take the initiative to make a reservation for him in other hotels.

Receiving instructions:

At any time and under any circumstances, when changes or changes affect the guest's account and the hotel's income, the reception desk must sort out and issue "reception instructions":

Give it to the cashier at the front desk so that they can correct the relevant information of the guests in time and do a good job of checking out. In order to ensure that the front desk cashier receives reception training, the front desk should set up a reception training attendance book, and the front desk cashier should sign the attendance book after confirming the receipt of relevant reception training. Reception training in duplicate, the original kept by the reception desk;

All reception training must be reviewed and signed by the supervisor;

The functions of reception training are as follows:

1. Adjust house price:

(1) When the room is changed from a single room to a double room or from a double room to a single room, the reception desk should show the reception instructions to adjust the room rate and notify the cashier at the front desk;

(2) From full price to discounted price:

Discount prices include: business discount, special discount, travel agency discount, etc.

(3) From a single room to a double room (from one room to another), in this case, in addition to the reception training, transfer papers should be issued.

2. Change of payment method:

(1) Transfer the self-funded account to the company account;

(2) From full price to contract price (from self-funded to travel agency account);

(3) From the contract price to the full price (from travel agency account to self-expense).

3. Late check out:

(1) No charge;

(2) an extra half day;

(3) add a whole day;

(4) Half-day or full-day (from traveling to paying one's own expenses);

All extra half-day expenses are calculated at full price.

4. Expand:

(1) Lease renewal at one's own expense at ordinary times: No matter whether the house price changes or not, all renewed rooms will receive a reception training and notify the cashier at the front desk:

(2) Travel agency's continued stay: In case of the above situation, you must collect the additional stay certificate issued by the travel agency;

(3) Change from travel agency account to self-funded renewal: In case of the above situation, you should collect cash or print a credit card according to the payment method of the guest.

Group meeting room allocation:

1. Internal code of hotel group:

In order to facilitate the operation and management of the hotel, no matter how many organizations arrive on the same day, the hotel will uniformly number these organizations as GA or GB, and use the two numbers separately (for example, use GA today and GB tomorrow), and divide them into GA 1, GA2, GA3,,, and so on according to the number of groups arriving every day.

2. Group room allocation table:

The supervisor on duty at the reception desk must assign a receptionist to be responsible for the assignment and check-in of the team on that day;

When allocating rooms, the receptionist responsible for allocating group rooms must check the original information of the group room reservation order issued by the sales department with the information in the computer;

(1) group arrival date;

(2) The total number of rooms in the group;

(3) the assigned floor and group number;

(4) Room number.

3. Pre-divided group room amount:

(1) Arrange the daily hotel group number according to the expected arrival information of the group (when compiling the group number, pay attention to whether there are any groups that check in on the same day instead of checking out, and whether there are any group numbers that should be avoided);

(2) After the group number is compiled, assign and reserve rooms (please pay special attention to the arrival time of groups, especially those who arrive in advance);

(3) Print out the room allocation reservation form and distribute it to the housekeeping department, asking the housekeeping department to clean up the bar and make a room;

(4) prepare the room key (if the tour group has booked a meal, it should be prepared together with the key);

(5) All rooms reserved by groups should be tidied up before the group arrives.

Working procedures for team check-in:

1. Preparation before check-in:

(1) Read and check the files of the delegations that arrived in advance on the same day received from the business department, understand relevant matters, make clear the number and category of rooms booked during the stay, and make sure that the information in the files is consistent with the information expected in the schedule of that day;

(2) Do a good job in housing allocation;

(3) According to the catering arrangement information in the group files, get in touch with the catering department to determine the dining place of each group tomorrow, and according to the preliminary determination, sort out and send out the group breakfast forecast table to make the restaurant ready;

(4) Prepare accommodation registration forms, meal vouchers and group data sheets according to the information in the group files;

When doing the above preparatory work, all known information should be filled in to facilitate the follow-up work.

(5) Prepare the room card according to the group room allocation table;

(6) Assign rooms according to the member list received in advance.

2. Group check-in procedures:

(1) After the group arrives, first check whether the allocated room can be occupied by the vacant room (if there is an uncleaned room, it is necessary to change to another vacant room);

(2) Call the baggage department and ask it to send a bellboy to handle the guest's luggage;

(3) cooperate with group members or team leaders to allocate rooms;

(4) Tell the baggage department colleagues the room number of the group, so that the bellboy can deliver the baggage to the room conveniently;

(5) Ask the accompanying staff or the team leader for the list of players who have been assigned rooms;

(6) Ask the tour leader or accompanying personnel for the travel agency's check-in certificate and check the relevant information;

(7) Give the room lock to the escort or team leader for distribution to the guests;

(8) Please accompany or lead the team to fill in the team activity schedule, so as to obtain information such as the team's morning call time, baggage claim time, breakfast time, check-out time, etc.

(9) Please accompany the tour leader to sign the prepared accommodation registration card to confirm the arrival of the team;

(10) If the group has already booked a group meal, give the meal voucher to the escort or team leader.

3. Work of the team after moving in:

(1) Fill in "Group Information" according to the group action schedule filled in by the escort and the obtained groups.

Other parts;

(2) modify the group information in the computer, especially indicate the payment form and group room number of the tour fee;

(3) Distribute the group information to relevant departments for follow-up work;

(4) Archive the group data for future follow-up.

4. Accommodation system for escorts and drivers is to be determined.

Room change procedure:

Whether individual or group guests want to transfer rooms, the procedure is as follows:

1. Find out the reason for the guest to change rooms: If the guest requests to change rooms due to room facilities, he should inform the room service department.

Inspection and maintenance;

2. Assign new houses to guests;

3. Organize and distribute the hotel greeting cards to the guests, and take back the hotel welcome card in the original room;

4. Arrange the notice of transfer, and indicate the reasons for transfer;

5. Inform the baggage department:

(1) Get the new house key for the guests;

(2) help guests carry luggage;

(3) retrieve the old room key from the guest;

(4) Distribute the transfer notice to relevant departments and ask them to sign for it;

6. If the house change involves changes in house prices, you should sort it out and send it to the cashier at the front desk for "reception training";

Reception notice

In many cases, the reception desk needs to get in touch with the guests, but people often encounter that the guests are not in the room and can't get in touch with them. In this case, they should leave a message at the reception desk so that guests can contact the reception desk automatically.

1. Fill in the column notified by the reception desk and indicate the relevant reasons;

2. Put it on the key chain and turn on the information signal light in the room;

When the guest takes the room key or sees the message light and the hotel contact, he will talk to the guest according to the message content.

Procedures for finding vacant rooms.

When the reception information shows that it is a room, but the housekeeping department informs that the room is a cleaned room, the room is "found vacant";

In this case, the reception desk should:

1. Check whether the room key is placed on the key rack;

2. Check the computer information of the room at the cashier at the front desk, whether there are outstanding accounts and the quantity;

3. Check whether the baggage department has any luggage stored in this room;

4. Fill in the above information on the "Finding Vacancy Report Form";

5. Give this form to the assistant manager in the lobby;

6. Manager on duty:

(1) Check the above items again;

(2) Go upstairs to check the room;

(3) For rooms that have been confirmed to have left the hotel, the remaining unpaid items (or paid) will be signed on the guest bill and put into the room as vacant rooms;

(4) For rooms with a large amount of unpaid accounts, handle them according to specific conditions;

(5) Write the processing result on the "vacancy finding table";

(6) Submit the bill to the cashier at the front desk for follow-up work;

Note: the above six points are all general hotel processes, and the implementation methods and processes of this hotel are to be determined;

(7) After receiving the results, the cashier at the front desk shall notify the housekeeping department to correct the relevant computer information in time.

Out of order room handler.

1. When receiving the notice from the housekeeping department about the bad house, you should get the following information:

(1) room number;

(2) the reasons for the bad house;

(3) the starting and ending dates;

(4) the name of the notifier;

(five) the date and time of the notice;

2. Correct computer records according to the obtained information;

3. When receiving the notice that the bad room has been repaired and can be put into the vacant room, write down the name and time of the notifier and correct the computer data.

Handling of beverage coupons: (Welcome to control beverage ingredients)

Hotels usually provide free drinks for VIPs, some special guests and business customers. For these guests, the reception desk requires them to sort out and distribute drink coupons when checking in:

1. Fill in the drink coupon;

2. Signature of the supervisor on duty;

3. Record it on the memo of the beverage coupon;

4. Give guests drink coupons and explain that they are free, including the location of drinks.

Arrangements for receiving reports:

The reception report is a report on the business and room conditions of the room that day. Any report should be checked and signed by the supervisor on duty before it is distributed to all departments.