Hotel front desk work content

If you choose to work at the front desk of the hotel, you should understand the work content and clarify your responsibilities. The following is the "work content of hotel front desk" I compiled for you, for reference only, and you are welcome to read it.

Hotel front desk work content

1, subject to the work arrangement of the reception manager and director.

2. Accept any work assigned by the boss at any time.

3. Exceptionally special things must be reported to the superior.

4. Receive guests, deal with the difficulties and requirements of guests in the hotel in time, and provide corresponding services and necessary assistance.

5, to do a good job of collecting and filing guest information, and check the relevant information.

6. Print various business reports.

7. Provide inquiry service, but remember not to tell others the guest information casually.

8. Promote the facilities and services of guest rooms and hotels.

9. Pay attention to all kinds of publicity activities of the hotel.

10, attend the reception staff meeting, solve problems in time, and carry forward the sense of ownership and responsibility.

Extended reading:

Hotel front desk job responsibilities

1, correctly grasp the demand and supply of hotel rooms on that day, understand the arrival and departure of guests on that day, check the status of rooms, and do a good job in room allocation.

2. Warmly receive guests, go through various formalities, and arrange the check-in registration of VIp guests and conference guests in advance.

3. Strictly abide by the confidentiality system, safeguard the interests of customers, and ask for instructions in time under special circumstances.

4. Keep in touch with relevant departments, handle all kinds of information in time, and strive to improve service quality and room occupancy rate.

5. Accept and process the reservation information.

6. Respond to the guests' inquiries warmly, politely and quickly, and provide services such as leaving messages, waking up and consulting for the guests.

7. Be familiar with all kinds of commonly used and important telephone numbers at work, transfer every call quickly and accurately according to working procedures, ensure smooth communication, and make records.

8. Be responsible for checkout, and collect accommodation, laundry and other expenses by cash or transfer, credit card, etc.

9. Classify guest bills and input them into the computer in time for safekeeping.

10, take good care of all kinds of equipment, ensure that communication equipment is clean and smooth, and keep it working normally.

1 1. Do a good job of registering valuables and storing and picking up luggage.

12. In case of fire, theft, acute diseases and other emergencies in the hotel, the relevant departments should be informed in time and properly handled according to the hotel regulations.

13. Seriously and timely complete other tasks assigned by superiors.

Summary of hotel front desk work

Unconsciously, I have been working in this hotel for half a year. From the beginning to the present, I believe that apart from my own efforts and efforts, I also have the training brought by leaving the hotel and the support of the old staff and leaders. I learned a lot in half a year. The following is a summary of my work.

First, strengthen business training and improve their own quality.

As the front office of the hotel, every employee should face the guests directly. The working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is the focus of our hotel. We regularly carry out telephone language skills training, receptionist etiquette and housing sales skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, and better provide quality services for my guests.

Second, strengthen my sales awareness and skills to improve the occupancy rate.

According to the market situation, the front office actively promotes the sales of scattered rooms. This year, the hotel launched a series of room promotions. While offering preferential policies, the receptionist flexibly grasps the room price according to the market situation and the check-in situation of the day. The number of individual customers at the front desk has increased significantly, and the occupancy rate has increased. It emphasizes the purpose of the receptionist: "As long as the guests come to the front desk, we will try our best to keep them" and strive for more occupancy.

Third, pay attention to the coordination between departments.

Hotels are like a big family, and it is inevitable that there will be friction between departments in their work, and the quality of coordination in their work will also be greatly affected. The front office is the central department of the whole hotel, and has a close working relationship with catering, sales, rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it, so as to avoid things getting worse, because everyone's common goal is for the hotel. If it is not solved well and handled badly, it will bring certain negative effects to the hotel.

Fourth, consider how to make up for the mistakes of colleagues and departments, ensure that guests check out in time, and make guests satisfied.

The cashier at the front desk is the last department that guests contact before leaving the hotel, so they usually complain to us about the hotel service at the checkout, and these problems are not caused by the cashier. At this time, the most desirable thing to do is to avoid shirking or blaming the departments or individuals that cause difficulties. "It's none of your business" is the most undesirable. Instead of making up for mistakes, it makes guests doubt the management of the whole hotel, thus deepening the distrust of guests. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, you should ask the guest for advice again. At this time, guests are often influenced by your enthusiasm, thus changing the initial bad impression and even establishing a close and mutual trust relationship between guests and me.

Although the sword is good, it is not constantly sharpened, but "I don't know enough after studying hard." Only learning can constantly sharpen a person's character, improve moral cultivation and improve service skills. Let's take vigorous steps and keep moving forward in order to get out of our' a sky that can fly high'! Brothers and sisters of xx, work hard for our tomorrow!