How to manage the front office of a hotel

The lobby is the window of the hotel, and the mental outlook, working ability, service skills and service attitude of employees directly affect the economic and social benefits of the whole hotel. Front office management, in addition to scientifically and effectively managing the work of each post in the front office, also requires strict employment standards, strengthening the training of new employees and continuing education of employees, establishing the emotional management mechanism of employees, and maintaining a good working attitude of employees.

Front office staff should also strengthen their sense of service and strive to be enthusiastic, meticulous and thoughtful; Generous, polite and smiling; You should have good language and expression skills, love your job, and do your job conscientiously and responsibly. In order to make customers feel at home, employees must practice basic skills, be clean, tidy and generous according to hotel regulations, give people a sense of intimacy and improve their personal quality in all aspects.

2. Room sales management

A good reader. Excellent front office staff should know all about people from the moment the guests step into the store door in a simple welcome process, and use different sales strategies to achieve the sales target as much as possible. When talking with the guests, the front office staff should make the guests feel that the products sold by the hotel are worth the money. In the process of price negotiation, the duty of the front office staff is to guide the guests and help them choose.

When quoting a price to a guest, you can offer different prices to choose from according to the characteristics of the guest. The guests hesitated in their choice. Employees can ask questions to understand the characteristics and preferences of the guests, analyze the psychology of the guests, introduce them patiently and pertinently, eliminate the doubts of the guests, and use sales skills to help them make choices. Even if the sale is not successful, thank the guests for coming. Welcome to visit again.

Once the guests make a choice, they should express their appreciation and gratitude for the choice, and immediately go through the follow-up procedures for the guests to minimize the waiting time of the guests. Such employees should be cultivated and trained in peacetime. Use a large number of cases and situational teaching methods to guide and exercise employees' insight and improve their ability in practice.

3. Reservation management

Booking the hall is a very important job. In order to make a good reservation, we need to do the following.

One is to accept reservations. First, check the control book or computer. If there is a room available, fill in the reservation form immediately. And indicate the guest's name, arrival and departure date and time, room type, price, settlement method, dining standard and type.

The second is to confirm the reservation. After receiving the guest's reservation request, we should immediately compare the guest's reservation with the utilization rate of the hotel's future rooms and decide whether to accept the guest's reservation. If so, we should confirm the guest's reservation.

The third is to refuse the reservation. If the hotel can't accept the guest's reservation, it should refuse the reservation and put forward a series of suggestions for the guests to choose from.

The fourth is to check the reservation. In order to improve the accuracy of booking and the occupancy rate of the hotel, we should check with the guests many times in advance before they arrive at the hotel and ask if they can arrive at the hotel as scheduled. Are there any changes in the number of people, time and requirements? The inspection is usually carried out three times.