Hotel management knowledge

Basic knowledge of hotel lobby management

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I. Understanding of the Hotel Lobby The hotel lobby is the first contact point for guests to enter the hotel and the last contact point for guests to leave the hotel, which is directly related to the satisfaction of guests with their accommodation and their impression of the hotel. In modern hotels, the front office is often regarded as the core department of the whole hotel, which has higher requirements than other departments in front office setting, staff quality and management methods. Therefore, front office management has become an important part of hotel management.

1. The concept of hotel lobby, also known as front desk, or front desk, etc. Usually, it is a comprehensive service department located in the lobby of the hotel, which is responsible for promoting hotel products and services, organizing reception and business scheduling. The front office is comprehensive, comprehensive and coordinated in hotel management, and it is the nerve center of the hotel. The hotel lobby is mainly responsible for guest reservation, registration, room status control, settlement and audit of guest accounts and comprehensive business management of the lobby. The work of the front office mainly involves the business activities of the foreign affairs department of the hotel.

The foreign affairs department of a hotel is usually a broader term than the front desk. It includes hotel appearance, lobby, lobby, guest rooms, public areas, entertainment and fitness places, restaurants and bars, business centers and shops. Corresponding to the foreign affairs department, it is the hotel's internal affairs department, which refers to those hotel departments that are not in direct contact with guests, such as finance department, human resources department, engineering maintenance department, warehouse, laundry room and data processing center. The Ministry of Internal Affairs and the Ministry of Foreign Affairs divide hotels into two parts: first-line and second-line or business management functional departments. Therefore, the hotel foreign affairs department is different from the front desk, and it is a term that includes the front desk.

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2. The tasks of the front office Specifically, the front office has the following seven main tasks:

(1) The first task of the room sales front desk is room sales. At present, there are a considerable number of hotels in China, and the front office accounts for more than 50% of the total profit of the whole hotel. The number of rooms promoted by the lobby and the price reached not only directly affect the hotel's room income, but also affect the number of people staying in the hotel and the consumption level, and indirectly affect the income of hotel restaurants, bars and so on.

(2) Correct display of room conditions The front office must correctly display the conditions of each room at any time-occupied rooms, occupied rooms, rooms to be cleaned, houses to be sold, etc. , so as to provide a reliable basis for the sale and distribution of rooms.

(3) Providing related services The front office department must provide quality services such as reservation, registration, mail, inquiry, telephone, message, luggage, agency, room change, keys and check-out.

(4) Organize and save business data. The front desk should keep the most complete and accurate data at any time, and record, count, analyze, predict, sort out and file all the data.

(5) Coordinate the guest service front office to issue various business instructions to relevant departments, then coordinate with various departments to solve new problems encountered in the execution of instructions, and contact various departments to provide quality services for guests.

(6) The purpose of establishing a guest account is to record and monitor the financial relationship between the guest and the hotel, so as to ensure that the hotel can obtain business income timely and accurately. The guest's bill can be established when booking a room (recorded as a deposit or advance payment) or when checking in.

(7) Establishing guest history files Most hotels establish guest history files for sporadic individual travelers who have stayed in the hotel for more than one time. Guest history files arranged in alphabetical order by guest names, recording related contents.

3. The position and role of the front office

(1) The front hall is the center of the hotel's business activities, and the guest room is the main product of the hotel. The front office drives the business activities of other departments of the hotel through room sales. To this end, the front office actively carries out room reservation business, handles check-in procedures and arranges housing for guests who arrive at the hotel, and actively promotes and sells various products of the hotel. At the same time, the front office should inform the relevant departments of customers, customer situation, customer needs, complaints and other information in a timely manner, coordinate the hotel's customer service, and ensure the efficiency and quality of service. At the same time, the front hall is the center of service for guests from beginning to end, and it is the link between guests and hotels. The staff in the front office serve the guests from the reservation before arrival, check-in to checkout, and establish the guest history file, which runs through the whole process of the transaction between the guests and the hotel.

(2) The front office is the representative of the hotel management organization. The front hall is the nerve center of the hotel and the representative of the hotel management organization in the eyes of guests. Guests check in and check out in the lobby. If you are in trouble, ask for help in the lobby. They also seek lobbying when they are dissatisfied. The manners of the front office staff will leave a deep first impression on the guests, and the first impression is extremely important. If the front office staff can treat guests with courtesy, provide services with skillful skills, or properly handle the complaints of guests and help them solve difficult problems seriously and effectively, then he will feel at ease and satisfied with other services of the hotel. On the contrary, the guests will be dissatisfied with everything.

(3) The front office is the staff and assistant of the hotel management organization as the center of hotel business activities. The front office can collect all kinds of information of the whole hotel management, carefully sort out and analyze these information, and provide the hotel management organization with data and statements that truly reflect the hotel management situation every day or regularly. The front office also regularly provides suggestions to hotel management agencies as a reference for formulating and adjusting hotel plans and business strategies. To sum up, the front office is an important part of the hotel and the first important link to strengthen hotel management.

Value-added services and detailed services in the front office of the hotel

1. If the guest can't answer the questions raised by the front desk in time, please write down the room number first, then help to ask immediately, and inform the guest of the inquiry result afterwards.

2. In the peak season, many guests with reservations can't enter the room in time, especially those who enter the store in the morning may not clean the room properly. In this case, you can give them a card (or a room card) and let them go to the bar to rest and wait. The hotel will provide free drinks or cocktails.

For some elderly or visually impaired guests, the room attendant can fill in the registration form at the time of check-in. After careful verification, please sign the guest's name: for some guests with mobility difficulties, the room manager can send them into the room for registration.

4. When checking in, pay attention to the date of birth of the guest. If the guest is born, inform the lobby information (if it is an ordinary room, the housekeeping department, the catering department and the sales department should also be informed), and the lobby or the sales department will send birthday gifts on behalf of the hotel.

5. Take the initiative to post stamps for the guests.

6. Provide all kinds of inquiry and information transmission services for guests who can't stay in the store.

7. If the guest has difficulties or something, he can help the guest to confirm the off-site air ticket or reservation by long-distance telephone.

8. When the guests are full or can't accept our room rate, help them contact other hotels.

9. Remember the names, hobbies and room numbers of permanent guests and elderly guests, and take the initiative to provide services in time.

10. On rainy and snowy days, the usher will prepare an umbrella to shelter the guests who may get wet when opening the door.

1 1. Provide plastic bags for guests to put umbrellas on rainy and snowy days.

12. Make a long-distance call on behalf of the guest and tell the guest the result of the call.

13. Provide search and simple reading services for in-house and non-in-house guests.

15. Answer anyone's inquiries about local telephone numbers, fax numbers, telex numbers and local conditions.

16. Provide "local TV program newspaper" to regular private rooms in Neibin and subscribe to other newspapers in the city.

17. Set XF as a non-smoking floor.

18. Provide a set of commemorative stamps.

19. Pay attention to the guest's body language and provide services before the guest requests.

Front desk service

As the window of the hotel, the front desk is the first impression the hotel gives the guests. We keep our best image, smiling and full of energy, and greet our guests with our best side, so that every guest can feel our sincerity and enthusiasm when entering the hotel and truly feel at home.

One stop service. To be familiar with the basic situation of the hotel, we should not only be familiar with the types and characteristics of rooms, but also be familiar with the operating procedures, so as to provide services such as check-in, check-out and guest inquiry for guests quickly and accurately, as well as the basic knowledge and latest preferential activities of various business departments of the hotel. In order to provide customers with faster service.

Pay attention to guests' preferences. When guests enter the hotel, we should take the initiative to say hello. When addressing guests, if they are regular customers, it is very important to say their names and positions accurately, so that guests will feel respected and valued. We also need to collect information such as guests' living habits and personal preferences, and try our best to satisfy the guests so that they can feel unexpected surprises every time they stay in the hotel.

Intimate sales. Ask the guests what help they need. When they need housing, they should first listen carefully to the requirements of the guests, and make suggestions by observing and listening to the room type and house price that the guests need, so as to satisfy the guests. When describing our hotel to the guests, we should pay attention to introducing the characteristics and advantages of the hotel, so that the guests can have a certain understanding of the hotel, and if necessary, let the guests visit the room first. For guests with different personalities, we can take different measures, such as: introverted and hesitant guests, we can help them make decisions, give more suggestions and have a soft tone. For outgoing guests who have their own opinions, we should talk to them in a relaxed and happy way, which may make it easier for us to achieve sales success.

Personalized service. When the guests go through the formalities, we can pay more attention to the guests and ask more questions. If we are foreign guests, we can explain the local customs to them, take the initiative to introduce them to the locations of stations, shopping malls and scenic spots, ask the guests if they are tired, and go through the formalities quickly. When guests check out, they need to wait for a few minutes for room inspection. At this time, don't let the guests stand, ask them to sit down and wait, and ask them how they are staying or what they think of the hotel, so as not to make them feel.

Further communication can make guests feel warmer and eliminate all kinds of unpleasantness encountered by guests in the hotel.

Smile service, in the process of communicating with guests, pay attention to etiquette and courtesy. It's impolite to stare at a guest all the time when talking with him. We should exchange eyes with our guests from time to time. Listen to the guest's opinions, don't interrupt the guest's speech, and nod your head constantly during the listening to show your respect for the guest. Smile when facing guests, especially when guests criticize us. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a takeaway when they leave, and apologize when they are in trouble. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, you should have some patience to explain to him. As long as we keep smiling, we will get unexpected results.

Front desk cleaning needs to implement standards.

A, establish a complete building cleaning (environmental cleaning, toilet cleaning, public * * * area cleaning, etc. ), within the specified time, always maintain a position, someone, service.

Second, employees working in their posts must be dignified, neat, smiling and polite.

Three, create posts and personnel, regularly in the lobby, toilet, public * * * area cleaning service, standardized service, perfect procedures.

Quality requirements of each cleaning component:

1. Ground

(1) Marble, granite, PVC and wood floor should be cleaned, waxed, polished and thoroughly cleaned to make the surface smooth, bright and free from stains.

(2) After cleaning and comprehensive cleaning, the surface of cement floor, floor tile and ground shall be clean and free from stains, and the true colors of materials shall be maintained.

(3) There is no stain on the carpet and floor surface after cleaning. Daily cleaning should be done once a day, and small-scale stains should be removed in time to maintain its cleanliness.

Step 2: Wall

(1) After cleaning, waxing and hand polishing, the marble and granite walls are smooth and free from roughness.

(2) Walls made of ceramic tiles, wallpaper, latex paint, mirrors and metal materials shall be kept free of stains and dust (excluding stains caused by material damage).

3. Ceiling, ceiling, glass, metal, elevator, wooden equipment, etc.

(1) Top facilities such as tuyeres, signs, horns, ceiling lamps and exposed pipes shall be kept free of stains and dust.

(2) After the glass is cleaned, it should always be bright, and there should be no stains such as watermarks and handprints.

(3) Stainless steel mirror, steel decoration, rough surface and stainless steel surface keep bright as new, see its true colors.

(4) The escalator steps are free of dust and stains; The glass on both sides is bright, and there are no stains such as watermarks and fingerprints; The baffle is bright, free of stains and dust; Escalator stainless steel is bright, without watermark, handprint and stain; Rubber rolling belt is free of dust and stains.

(5) The elevator doors and internal stainless steel of the passenger elevator and service elevator should be bright, free of handprints and stains; There is no stain or dust on the door rail; A carpet without stains; The mirror surface is bright and clean, without stains.

(6) The surface of wooden equipment shall be free of dust, scratches and stains.

4. Guest room bathroom

(1) The mirror surface is bright and dust-free, and there is no trace of water or drops of hand sanitizer on the surface of the dresser.

(2) The surfaces of doors and guard plates shall be free of dust, scratches and stains.

(3) Stainless steel is bright.

(4) The hand dryer and urinal should be clean and free of dust, and special attention should be paid to wiping the back of the hand dryer.

(5) The toilet should be unblocked, free of foreign bodies, excrement stains, scale and peculiar smell, and pay attention to the water outlet without scale.

(6) There is no urine alkali, cigarette butts, sputum and other foreign bodies in the urinal, and the smelly ball should be replaced in time.

(7) The wall and the ground are bright, and special attention should be paid to wiping the urine on the ground near the urinal.

(8) The door shaft, door closer and door vent are free of dust.

(9) Regularly clean the dirt in the trash can, and the surface of the trash can is free of stains and water.

(10) The faucet is bright as it is, with no water mark or watermark.

(1 1) The articles provided to the guests should be arranged neatly, and the cleaning tools should not be exposed out of the sight of the guests.

6. Establish guest files

7. Provide various front desk services

Front desk receptionist workflow

1. Work flow of reception post

(1) Check and adjust your gfd five minutes before going to work, and hand over the work with the previous staff, so as to know the expected room opening situation of the day, what work needs to be done and what problems need to be solved.

(2) Check the completion of all work, especially whether all kinds of reports are complete, and then send a waiter to copy them and distribute them to relevant departments.

(3) The staff responsible for room allocation will pre-allocate rooms for guests with special requirements, group guests and important guests of the day according to the types and quantity of hotel vacancies and the reservation requirements of the guests.

(4) Tidy up the countertop, input the assigned room number into the computer, check it carefully, and then copy the group list and distribute it to the luggage group and related floors.

(5) After the inspection of the team room, immediately print the list of vacant rooms and check with the floor.

(6) Check the scattered rooms.

(7) Check the order with the gap time, take out the order of the arriving guests, indicate the number of people and room number on it, and give the guest's receipt and credit card to the cashier.

(8) Print a dynamic table of room opening, including the expected number of rooms opened on that day, the actual number of rooms opened, the number of groups and the number of important individual guests on that day, and hand it over to the next shift when the shift is over.

(9) During the shift change, if there are any problems or important matters needing attention that need to be solved, they should be recorded clearly in the shift change book to prevent things from being delayed.

2. The reception post operation requirements

(1) Team Reception Requirements

(1) When guests arrive, they should first come forward to say hello and say hello. Ask the accompanying staff about the number of people in the group and the number of rooms reserved, and find out the records of the group as soon as possible.

② Check whether the room number is correct again, and please sign the Registration Form for Team Check-in.

(3) Check whether the service content is consistent, and you must be consistent before you can check in. If there is any inconsistency, it must be consistent with the team leader or accompanying personnel.

(4) To strictly abide by the contract, it is generally not allowed to add or subtract rooms at will.

(2) Personal reception requirements

(1) Greet the guests, welcome them and offer their services.

(2) Ask the arriving guests whether they have reserved a room. If you are an appointment guest, you can give him a welcome speech. If the guest has no reservation, if there is a room, he should try his best to meet his accommodation requirements. If the room is full, it is best to help the guests contact other hotels.

③ Fill in the accommodation registration form. Accommodation registration forms are usually made in duplicate, and temporary accommodation registration forms for overseas personnel are made in triplicate. The registration form should include the guest's name, gender, occupation, nationality, ID card or visa number, and must be filled in carefully.

(4) Confirm the room type, room price and payment method with the guest. If the guest pays by credit card, the receptionist must first confirm whether the hotel can accept the card held by the guest and whether the card is valid.

⑤ Fill in the room card. When the guest fills in the registration form, the receptionist should fill in the room card and give it to the guest.

⑥ Contact Housekeeping Department. After the guests check in, the receptionist should inform the housekeeping department of the guest's check-in information so that they can make preparations for the reception in advance.

⑦ Make guest bills. Indicate the guest's name, arrival and departure date, room number, room type, room rate payable, etc. on the printed bill. , and together with the accommodation registration form and the guest's credit card, send it to the cashier at the front desk for preservation.

3. Handling of common problems in reception in front office

(1) The guest is unwilling to stay.

(1) should know what the guests think and patiently explain the necessity of filling in the registration form. If the guest is afraid of trouble, he can fill it in and ask him to sign it.

(2) If the guest is worried and afraid of being disturbed, he can patiently explain to the guest and make a guarantee to reassure him.

(2) The visitor asks about the guest.

Check the guest's room number first, then contact the guest, and tell the guest's room number after obtaining the guest's consent.

(3) When the room is tight, the guest requests an extension.

(1) Taking care of the interests of the guests who have already stayed in the hotel as the first priority, we would rather introduce other hotels to the guests who are about to stay in the hotel than drive away the guests who have already stayed in the hotel.

You can explain the difficulties of the hotel to the guests who have already checked in, and ask their opinions and whether they are willing to move to other hotels to extend their stay. If the guest doesn't want to, he should inform the reservation office as soon as possible, find another room for the guest who is coming to the hotel, or contact other hotels.

(4) When the guest leaves the store, take away the room items.

When individuals leave, they often take away the hotel's tea cups, towels and other supplies, out of greed and petty gain or to keep a souvenir. In this case, it is inappropriate to ask them directly, which will make the guests unable to get off the stage and destroy the established harmonious relationship between them. It is wise to tell the guests without showing any trace: "you can't find what is in your room." Did you accidentally put them somewhere and forget to restore them? "

10 hotel reception rules

1. Clean gfd/ Look clean and well dressed. Professional service starts with the appearance of employees. Neat clothes and instruments show that we value our guests and provide professional services.

2. Give customers direct attention. In some cases, you may not be able to receive guests right away, but don't ignore them, because it will make people feel that they are not valued. In this case, you can let the guest know that you can't receive him temporarily by greeting, eyes or other means. This can eliminate the unpleasantness of the guests because of waiting.

A good mental outlook/showing pride doesn't mean a lack of self-confidence. This will directly affect the mental outlook of other employees. It will also make guests feel that you don't respect him, which will lead them to think that the service level of the hotel is unprofessional. Therefore, a good mental outlook plays a great role in the work of hotel employees and guests.

Greet the guests with a sincere smile/a warm smile, which depends on your facial expression and eyes. When greeting guests, moving without saying anything will make them feel uncomfortable or think that you don't pay attention to them at all; If there is no facial expression, it is easier for guests to feel unwelcome. On the contrary, if we can give our guests a sincere smile greeting, we can make them feel warm and considerate.

5. During the conversation with the guests, listen carefully/actively, and listen carefully. This will not only enable you to accurately understand the meaning of the guests, but also understand the mood of the guests, thus providing better service.

6. Keep eye contact/Keep eye contact In the process of talking with the guests, keeping eye contact with the guests will not only help communication, but also make the guests feel that you really want to help him, so that even if you fail to meet the requirements of the guests in the end, he will not care too much.

7. After knowing the guest's name in various ways, don't address him as Mr. or Ms., you can add the guest's last name. Because guests are always willing to accept that you use their surnames, so that guests can feel that they care.

8. Protect the privacy of the guests/Protect the privacy of the guests Always talk about all kinds of information of the guests carefully, and it is absolutely not allowed to disclose it without the permission of the guests. Because this may bring all kinds of troubles to guests, and may even indirectly or directly lead to the loss of guests.

9. Always provide extra help/always provide extra help after meeting the needs of guests, and always ask if you need other help. This is enough to make guests feel that you are happy to serve them.

10. Always try to meet the requirements of the guests. When a guest puts forward requirements that the hotel can't meet (requirements that don't violate the law or involve various moral issues and may be met), don't directly refuse the guest, but help the guest as much as possible first. Even if the guest is finally dissatisfied (for whatever reason), he can feel that the hotel has tried its best to help him.

Daily working rules of the front desk foreman

1. Check and handle the work of the previous day (08: 30 ~ 09: 00)

(1) Check the handover records and find out the unfinished work items.

(2) Check the night trial report, check the distribution and registration of various reports, and check the key inventory records of night shift and whether there are messages and letters at night.

(3) Analyze the cause of the room error and check whether there is a house price signature beyond the authority.

2. Understand and handle the main work of the day (08: 00 ~ 09: 00)

(1) Notice of VIP arrival and departure, banquets and activities.

(2) On the day of entering the store, individual travelers on the day of leaving the store.

(3) The surplus and deficiency of room sales on that day, etc.

3. Assigning tasks (09: 00)

(1) Assign the main work of the day to the foreman.

(2) Implement the work and matters needing attention of VIP arrival and departure and banquet activities.

(3) Arrange the temporary tasks assigned by the superior, and issue the basic requirements for housing distribution on the same day.

4. Check the daily work (09: 00 ~ 14: 00).

(1) Registration Form for Domestic and Foreign Guests.

(2) Order saving, letter of introduction, visitor registration, mail, message delivery and sending.

(3) The employee gfd and the foreman arrange the employee meal replacement.

(4) Authority, price implementation, facilities, equipment and maintenance, environmental sanitation and reading stand display.

(5) data archiving.

5. Preside over regular meetings.

(1) Evaluate the work of the day, assign work tasks, promulgate new regulations and inform relevant information.

(2) convey effective notice, etc.

6. Check the work completion (14: 00 ~ 17: 00).

(1) Next-day departure table, extended departure table and room error table.

(2) check the completion of the work and others.

7. Think and understand.

(1) Today's unfinished work and tomorrow's work plan.

(2) Problem handling and coordination with relevant departments.

(3) VIP arrival and departure activities tomorrow, room rental and vacancy tomorrow.

8. Handover after work. Mainly unfinished business and work requirements.

9. Precautions.

(1) Inform the front desk information of the department in time, including: the surplus and deficiency of room rental; Guests arrive without an appointment, complaints reflected by guests, disharmony with other departments, and important events in the lobby.

(2) Coordinate the relationship between teams and groups. Mainly refers to the relationship with the following teams: room service, financial checkout, sales reservation, front desk luggage, catering reservation, front desk switchboard, front desk business center and lobby manager.

(3) Strengthen the training of subordinates in daily work.

Front desk service

As the window of the hotel, the front desk is the first impression the hotel gives the guests. We keep our best image, smiling and full of energy, and greet our guests with our best side, so that every guest can feel our sincerity and enthusiasm when entering the hotel and truly feel at home.

One stop service. To be familiar with the basic situation of the hotel, we should not only be familiar with the types and characteristics of rooms, but also be familiar with the operating procedures, so as to provide services such as check-in, check-out and guest inquiry for guests quickly and accurately, as well as the basic knowledge and latest preferential activities of various business departments of the hotel. In order to provide customers with faster service.

Pay attention to guests' preferences. When guests enter the hotel, we should take the initiative to say hello. When addressing guests, if they are regular customers, it is very important to say their names and positions accurately, so that guests will feel respected and valued. We also need to collect information such as guests' living habits and personal preferences, and try our best to satisfy the guests so that they can feel unexpected surprises every time they stay in the hotel.

Intimate sales. Ask the guests what help they need. When they need housing, they should first listen carefully to the requirements of the guests, and make suggestions by observing and listening to the room type and house price that the guests need, so as to satisfy the guests. When describing our hotel to the guests, we should pay attention to introducing the characteristics and advantages of the hotel, so that the guests can have a certain understanding of the hotel, and if necessary, let the guests visit the room first. For guests with different personalities, we can take different measures, such as: introverted and hesitant guests, we can help them make decisions, give more suggestions and have a soft tone. For outgoing guests who have their own opinions, we should talk to them in a relaxed and happy way, which may make it easier for us to achieve sales success.

Personalized service. When the guests go through the formalities, we can pay more attention to the guests and ask more questions. If we are foreign guests, we can explain the local customs to them, take the initiative to introduce them to the locations of stations, shopping malls and scenic spots, ask the guests if they are tired, and go through the formalities quickly. When guests check out, they need to wait for a few minutes for room inspection. At this time, don't let the guests stand, ask them to sit down and wait, and ask them how they are staying or what they think of the hotel, so as not to make them feel.

Further communication can make guests feel warmer and eliminate all kinds of unpleasantness encountered by guests in the hotel.

Smile service, in the process of communicating with guests, pay attention to etiquette and courtesy. It's impolite to stare at a guest all the time when talking with him. We should exchange eyes with our guests from time to time. Listen to the guest's opinions, don't interrupt the guest's speech, and nod your head constantly during the listening to show your respect for the guest. Smile when facing guests, especially when guests criticize us. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, say hello when guests come, send a takeaway when they leave, and apologize when they are in trouble. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, you should have some patience to explain to him. As long as we keep smiling, we will get unexpected results.