Traditional Culture Encyclopedia - Hotel accommodation - Requesting a copy of the job responsibilities and flow chart for hotel Western restaurant consultants

Requesting a copy of the job responsibilities and flow chart for hotel Western restaurant consultants

Qike’s job responsibilities and processes

As the face of the company, Qike is the first subject of the company’s image, that is, the department that leaves the first impression to guests, which seriously affects

It affects the normal operation of the company and even affects the company's operating income and other aspects. As a consultant, you must maintain a neat appearance, smile kindly, and greet guests politely, so as to leave a good first impression on the guests. Guest consultants must keep in mind the company's regulations, be familiar with the company's room numbers

and adapt to the normal procedures for greeting guests. If there are questions about how to bring guests into the room first, they must be discounted.

Ask sensitive questions. Problem-solving skills for dealing with situations such as no rooms for guests during a crisis, and blaming for troublesome guests.

1. Preparation work before work

Before going to work every day, you must clock in by yourself. Do a good job in cleaning before work, check the hygiene, furnishings, lighting and all hardware equipment in the work area in the lobby. If there are any deficiencies, notify the relevant authorities as soon as possible

The department head repaired it promptly.

Check the daily necessities of the workplace, such as items for the consultation desk, computers, pens, rulers, correction fluid, and work diaries

Whether this document is complete.

2. Check personal appearance and appearance

Before going to work, you must wear neat uniforms in accordance with the company's design regulations.

Pay attention to your mental state, do not bring emotions to work, and work in a clean, refreshing, energetic and thoughtful manner

Welcome guests in a good state of vitality.

3. Guest booking

The guest must clearly understand the situation of each room and cannot repeat it. Or order by mistake.

When a customer receives a reservation, the phone must be answered after a maximum of three rings. Picking up the phone must be polite and polite

2 p>

Meng said:

"Hello, Legend Hotel Celebrity Club"

Listen carefully to the guest's request. If the guest does not know the company, introduce the company's size, room price, consumption situation and others to the guest.

Give a suitable room according to the guest’s request, and then repeat it to the guest to avoid mistakes, and leave the customer’s details

Detailed information, such as company name, name, number of people, contact number, reservation time.

After answering the phone, you must fill in the reservation registration clearly and accurately immediately, and write down the reservation card. Every client must understand this

Reservation status.

If a guest requests to book a room but there is no private room:

1) It is recommended that the guest go to other departments for entertainment, Such as foot massage and sauna;

2) It is recommended that guests leave their contact number and we will arrange it for you as soon as possible;

3) It is recommended that guests change the date or time.

4. Seating requirements

When guests arrive, all guests should greet them

°Bow, take the initiative, be tidy, polite, and smile to the guests

Ask the guests whether to make a reservation, the room they have reserved, and their names. After confirmation, a guest will The client is brought into the room.

The guide must pay attention to the distance between the guest and the guest, and first stay three or four steps to the left of the guest to prevent the guest from getting lost.

Pay attention to regular customers and remember their honorifics. When regular customers arrive, you can address them clearly so that they take them seriously

< p>Feeling at home.

We must stop guests from bringing drinks and food without permission, explain company rules to guests, and treat guests politely

People store food in storage. For example, if a regular guest places the drink at the guest reception desk first and then informs the manager, he can then send it to the room after permission.

Clients are not allowed to leave without permission and may request assistance from the security department when necessary.

When guests choose a room, they should explain to the guest how many people can sit in it and solicit their opinions.

When a reservation is canceled and a room is transferred, the person in charge of the relevant department must be informed as soon as possible.

After taking the guest into the room and there is no service staff, the consultant must introduce the equipment in the room to the guest, such as electricity< /p>

Use computers, air conditioners, loudspeakers, etc. until service staff or management personnel enter the room. You can politely leave the room

and say:

" I wish you all a good time..."

When opening a card, you must know the number of people, room number, time, person handling the card, and hand the card to the cashier. before returning to work.

5. How to deal with problems encountered at work

If you encounter difficulties in asking the guest’s name, such as deliberately If you are embarrassed, you should laugh it off and don't show your displeasure to the guests.

No matter what the situation is, if the guest orders a drink, he should also take the order and notify the DJ later

The waiter takes orders.

When a guest comes to the company to find someone, he should take the initiative to provide assistance (first determine the room where his friend is, if not sure,

Let the guest contact you by phone first) Do not blindly lead the guest to search room by room. You must knock on the door accurately to enter.

If a room has been reserved, the guest should contact us by phone before the reserved time. If the room is sold out, the guest should ask You can check out after

processing.

People often come and go at the door,

must recognize the guests,

meet the company leaders ,

Use polite language:

For example:

"Mr. Zhang,

Supervisor ××, good evening"

If any director, boss or person in charge must know the other party’s full name and the reason for the incident, they cannot immediately tell the person who was targeted

Whether the seeker is present or not, he or she should notify the director or manager to handle it.

If a special department comes to receive you temporarily, then notify your superior to assist in arranging the communication work.

If you leave your job during working hours, you must explain something important to your boss before leaving your job.

You are not allowed to eat snacks, sing, talk about private matters, right and wrong at work.

When bringing guests or under other special circumstances, you are not allowed to run around, so as not to cause the guests to become nervous and think something is going on.

Consultants cannot enter the room to drink or sing with the guests without the permission of the leader.

Carry out daily inspections and submit daily statistical reports to relevant departments.

Regularly check the hygiene of garbage, floors, and gates. If there is any uncleanliness, notify immediately or clean up yourself.

6. Work before closing

When the customer leaves the market,

consult the customer Guests should be politely bid farewell,

also bow at 30°,

say:

“Thank you, welcome

"Never come again"

Before leaving get off work, you must register the reservation status of each department, and each customer must check the reservation book to understand the reservation status. ,

To prepare for booking the next day.

Pack up station supplies and record the spare supplies needed for the next day.

The minister can only clock out after completing his duties and keeping a work diary.