What is the reception process and standard speech at the hotel front desk?

The hotel front desk reception process and standard speech are as follows:

1. Hotel front desk reception process:

1. Check-in procedures and precautions for individual guests: When guests enter the lobby and are two meters away from the reception desk, they should look at the guests, smile and greet them. If you are answering the phone, you only need to look at the guest, nod and smile, and signal the guest to wait; if you are dealing with documents at hand, you should always pay attention to the arrival of the guest.

2. Confirm whether the guest has made a reservation. If the guest has reserved a room, please wait a moment, search for the reservation form based on the name or unit used by the guest when booking, and check with the guest; if the guest has not made a reservation and there are vacancies, the guest should be introduced to the types of rooms available for rent. price, location.

Wait for the guest to choose and answer the guest's inquiry. When there is no vacancy, apologize to the guest, introduce the situation of nearby hotels to the guest, ask if you need help, and help them contact you. If the guest only inquires but does not check in, you should answer the guest's inquiry patiently and welcome the guest.

3. Check-in. Hold the upper end of the accommodation registration form and the lower end of the pen at the same time, hand it to the guest and ask them to fill it out. Verify whether the identity card is consistent, scan the document and save it.

Check whether the accommodation registration form is completely filled out. If there are any missing or unknown items, you should ask or complete them according to the certificate. If the guest has no valuables to store, please sign in the lower right corner of the registration form. And record the license plate number. Confirm payment method (debt, credit card, cash).

2. Standard reception skills at the hotel front desk:

Telephone reservation:

1. Hello, Mr./Ms.!

2 , Sir/Ms., what is your surname?

3. Sir/Ms., our hotel has ordinary single rooms and deluxe standard rooms. Which one do you need?

4. Sir/Ms., we will reserve your room for you until 18:00 pm that day at the latest. If there are any changes to your reservation information, please contact us in time. .

5. Sir/Ms., your reservation information has been confirmed. Is there anything else I can help you with?

When checking in:

1. Is there anything you can do? How can I help you?

2. Do you have a reservation?

3. When you have a reservation: Sir/Miss, what is your last name?

4. What is your booking phone number?

5. Sir/Ms., please wait a moment while I check your booking information.

6. I wish you a happy stay!