What are the cash, transfer and checkout requirements of the hotel?

(1) defines the nature of the guest.

The first direct contact between guests and the hotel is at the reception desk. Guests staying in the hotel can be divided into booking groups, booking individual guests and sporadic individual guests. Defining the nature of the guests is beneficial to the pre-registration of the hotel.

For reserved guests, the hotel can allocate rooms, set prices and prepare registration forms in advance. It is impossible to do this for sporadic individual travelers who do not make an appointment, because the hotel cannot know the needs, arrival time and personal information of the guests in advance. Therefore, the check-in registration process plays a role in collecting information, and housing allocation and pricing cannot be realized without complete information.

(2) a civilized and polite attitude

Polite, warm and thoughtful.

③ Booker's quotation

First of all, we must explain the reasonable tax rate; Secondly, explain the cost of some additional services or pleasant environment; Third, it is necessary to verify whether the hotel has the shortest stay time, and if so, whether it will affect the time requirements of the guests; Fourth, it is necessary to verify whether the hotel has any special sales advertising activities that affect the guest's stay time; Fifth, we should explain the reasonable exchange rate of foreign exchange.

(4) Acceptance or rejection of reservations

After the reservation registration form is filled in, the reservation clerk can compare the reservation requirements with the available rooms on the day of reservation arrival and decide whether to accept the guest's reservation. If the reservation is accepted, the reservation clerk will confirm the reservation. If you refuse to make a reservation, you should treat the guests with friendliness, regret and understanding. First address the guest by his last name, and then tell him that the room is fully booked and can't be arranged, in order to win the understanding of the guest. After understanding, guests will suggest making some changes in the next reservation according to different situations, such as the type, date and quantity of the room. Even if you can't meet the initial reservation requirements of the guests, you will eventually satisfy the guests.

(5) Confirm the reservation

Reservations must be confirmed after acceptance. Through confirmation, on the one hand, the hotel further clarifies the guest's reservation requirements; On the other hand, it also enables the hotel to reach an agreement with the guests.

(6) modify the reservation

After the reservation is accepted or confirmed, the guest may make many changes to the reservation before arriving at the hotel, such as the arrival or departure time of the hotel, the number of rooms, the number of people, the name of the tenant and the reservation type, or even cancel the reservation completely. Whenever changes are needed, it is necessary to fill in the change form and make corresponding changes to the reservation registration to maintain its correctness.

(7) Cancel the reservation

We must be very careful when handling the cancellation of reservations, because if we wrongly charge the cancelled guests, the hotel will be in a passive position and will also make the guests feel dissatisfied.

(8) Booking errors that are easy to occur

① Record errors. It is impolite to include incorrect arrival or departure dates, or to misspell or reverse the guest's name. In this case, you should apologize immediately.

② One-time record. After obtaining some information records from the guest reservation form, the reservation clerk should repeat them to the guest.

(9) Answer the phone to make an appointment

When answering the phone, the correct tone should be friendly, cordial and pleasant. Most of the calls received by the reservation department are asking about the service items and room rates of the hotel first. Bookers should answer patiently and seize the opportunity to sell to guests. When you quote a house price, you should quote a luxurious current price first, and then a lower ordinary house price. When the guest expresses his willingness to accept, he can further ask the guest's requirements and fill in the order.

2. Check-in etiquette

(1) sign in

As soon as the guests arrive at the store, they will go through the house registration formalities quickly to ensure the high efficiency of the main service desk and satisfy the guests. The design of the registration form must be simple, scientific and reasonable.

(2) shorten the time

The front desk should contact and coordinate with the housekeeping department to ensure the rapid and agile distribution of guests, and avoid imperfect communication between departments and too long guest registration time. Generally speaking, the front desk staff should quickly check in and assign rooms for the guests, and the time spent is limited to 2 minutes.

(3) Proficient in business

You should know how to operate the equipment and computers in the telephone switchboard room. In addition to their own work, but also to deal with some unexpected situations, that is, the special requirements of guests, to provide assistance and services. In addition, some suspicious people and abnormal events must be reported to the supervisor in time.

(4) Have a strong sense of responsibility.

A strong sense of responsibility, every time after work, employees are required to check the room allocation, guests arrive and check out to see if everything is correct and completely normal.

(5) Information exchange

In the communication of check-in control information, the housekeeping staff must inform the front desk of the rooms that can be rented in time, and the front desk staff can rent the rooms to the guests. If the hotel room is not rented out in time, its value cannot be stored and the loss cannot be compensated.

(6) Check the room conditions

The front desk must determine and check whether the guest's room conditions meet the guest's needs. Such as the category, grade and price of the room.

(7) Convenient for guests

When giving a guest a room key, it is usually given to the guest together with the hotel map.

(8) Make guests satisfied

As long as the hotel staff follow the prescribed service procedures and service standards, there is no doubt that the guests will be satisfied, and they will feel comfortable, convenient and happy from the moment they enter the hotel until they check in.

(9) Update information

Quickly update guest move-out and room change information, and keep the latest room and guest accommodation records. Check the guest room status and the accuracy of the guest accommodation between the actual rooms, so as to correct the mistakes in the hotel guest bill and ensure that all the rooms available for rent have been rented.

Supplementary information of the applicant 2009-11-08 21:28 (10) Exchange information with the guest room.

Reception and housekeeping are closely linked. In order to ensure that the cleaned rooms can be assigned to the guests quickly and quickly, the housekeeping department and the reception desk must exchange information and inform the occupancy of the rooms and the rooms available for rent anytime and anywhere.

3. Manage guest account etiquette

(1) Ensure that the hotel staff record the expenses in the relevant guest accounts in time and accurately, and ensure that the guest accounts in the store are accurate.

(2) Don't leak. The front desk staff has the responsibility not to disclose the guest's account information and accounts to anyone. For example, the gentleman staying in the hotel used an invalid credit card, so there is no need to broadcast it everywhere, and there is no need to let unrelated people know about it. If necessary, it is only allowed to report to the hotel general manager or relevant management personnel.

4. Check-out etiquette

(1) gentle and polite

When you meet a guest, you should be gentle and polite, not rude or unhappy. Be patient to explain the relevant check-out regulations of the hotel to the guests and go through the check-out procedures according to the regulations. When the guest checks out, he should show him an accurate statement and ask him to pay all the expenses.

(2) Make a good impression

The check-out and checkout procedure for most guests is usually between 7: 30 and 9: 30 in the morning. If the staff is well prepared and the work arrangement is orderly, the check-out process can be carried out smoothly and effectively and leave a good impression on the guests.

5. Check-out etiquette

(1) Understanding the checkout method

The front desk staff must correctly understand the checkout method chosen by the guests when they check in. This is very important. If the guest chooses to pay in cash, the hotel usually requires the guest to pay in full when checking in, and the hotel generally does not give the cash guest the right to credit. When the guest requests transfer settlement, the transfer address and transfer arrangement that have been approved in advance should be confirmed. The hotel is not a credit union, so be very cautious when accepting transfer payment requests.

(2) Careful, careful and patient

The staff at the front desk must bear in mind that when talking to the guest about his check, he must be careful, careful and patient when it comes to money. Because a guest's self-worth and self-esteem are related to money, it is considered extremely important.

(3) Moderate attitude

Always be calm and confident, and be gentle and amiable at the same time. No matter how the guests behave, the attitude is unbearable. As a hotel employee, we should be friendly and warm to our guests.

(4) Rigorous, accurate and fast

All complicated matters involving the establishment of guest expense accounts, such as cash, checks, credit cards, direct transfer and team payment vouchers, should be carefully checked and verified. Check out as soon as possible, make it as convenient as possible for guests, simplify procedures, and ensure the profit income of the hotel.

(5) clarify any mistakes.

If there is any mistake in the guest's room rate, bill or other aspects, check it clearly before the guest leaves the store, so that the guest can leave the store with satisfaction. If there is a big difference in the statement, the foreman or supervisor will investigate and verify it.