What is the position and function of the hotel lobby?

The front office is a department used to entertain and receive guests, promote hotel services such as rooms and restaurants, and provide various comprehensive services for guests.

The position and function of the front office in the hotel is related to its task. Although it is not the main business department of the hotel, it has a vital impact on the hotel's market image, service quality, management level and economic benefits.

1. The front office is the business window of the hotel, reflecting the overall service quality of the hotel.

2. The front hall is the place that gives the guests the first impression and the last impression.

3. The front desk has a certain economic function.

4. The front desk plays a coordinating role.

5. The work of the front office is conducive to improving the scientific decision-making of the hotel.

6. The front desk is an important link to establish a good guest relationship.

Extended data service characteristics

1, wide contact, 24-hour operation, comprehensive and direct customer service;

2. The reception service is wide, the business is complex, the professionalism is strong, and the quality of personnel is high;

3. Large amount of information, rapid change and high efficiency;

4. Flexible and diverse service methods, and properly handle the relationship;

5. Showing the hotel image has a strong policy.

operating duty

Room reservation

(the "heart" in the front hall)

(1) Staffing: reservation supervisor, foreman, room reservation clerk.

(2) Main functions:

1. Familiar with the hotel's room rate policy and reservation business;

2. Accept the room reservation business;

3. Be responsible for establishing good business relations with relevant companies, travel agencies and other tourism units;

4. Strengthen the contact with the reception desk at the front desk, and provide relevant information and data of room reservation to the front desk manager and relevant positions and departments at the front desk in time;

5. Participate in customer prediction and provide VIP arrival information to superiors;

6. Participate in the negotiation and contract signing of the front office's external reservation business;

7. Make various customized reports; (Monthly, Semi-monthly, Weekly and Next Day Guest Arrival Forecast)

8. Participate in making the annual room reservation plan;

9. Strengthen and improve reservation records and guest history files.