Reception process and standard terms of hotel front desk

The reception process and standard speech at the front desk of the hotel are as follows:

First, the hotel reception process:

1. Check-in procedures and precautions for individual guests: When guests enter the lobby and are two meters away from the main station, they should look at the guests, smile at them and say hello. If you answer the phone, just look at the guest, nod and smile, and signal the guest to wait; If you are dealing with the documents at hand, you should always pay attention to the arrival of guests.

2. Confirm whether the guest has made a reservation. If the guest has reserved a room, please wait a moment and check the reservation according to the name or company used by the guest when booking. If the guest has no reservation, when there is a room available, he should introduce the type, price and location of the room that can be rented.

Wait for the guest to choose and answer the guest's questions. If there is no room available, apologize to the guests, introduce the situation of nearby hotels to the guests, ask if you need help, and help them contact. If the guest just asks, not checks in, be patient and answer the guest's questions and welcome the guest.

Step 3 check in. 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. Verify the consistency between the witness and the certificate, and scan and save the certificate.

Check whether the accommodation registration form is complete. If there are any omissions or unknown items, they should be supplemented or supplemented according to the requirements of the document. 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. Confirm the payment method (debit card, credit card, cash).

Second, the hotel reception standard speech:

Telephone reservation:

1, hello, sir/madam!

2. May I have your name, sir/madam?

3. Sir/Miss, our hotel has ordinary single rooms and deluxe standard rooms. Which one do you want?

4. Sir/Miss, we will reserve a room for you until 6:5438+08:00 at the latest. Please contact us in time if there is any change in your reservation information.

5. Sir/Miss, your reservation information has been confirmed. Is there anything else I can do for you?

When receiving the check-in:

1. Can I help you?

2. Have you made a reservation?

3. At the time of reservation: May I have your name, sir/madam?

4. What's the phone number of your reservation?

Just a moment, sir/madam. I'll check your reservation information for you.

6. Enjoy your stay!