What are the common mistakes at the hotel front desk?

Hotel front desk mistakes are easy to make:

1, misoperation at the front desk

For example, write 8 16 as 6 18. You can say that you were busy at that time, and there were calls and guests waiting before you gave your room card, but it can be avoided if you are careful enough.

2. Overconfidence in experience violates SOP.

For example, the practice of issuing room cards first and then C/I shows the importance of implementing SOP uniformly.

3. Lack of basic rigor and good professional habits.

For example, opening the door without checking identity.

4. Lack of concentration at work

Maybe I didn't sleep well in the morning shift, the middle shift was too trivial, and the night shift was easy to get sleepy.

5. Lack of tacit understanding at work

For example, notice between colleagues who sell houses at the same time when they are particularly busy to avoid heavy housing.

6. Full house

The boss and the top management are happy to see the house full, but no one may care about the possible accidents after the house is full and the countermeasures after the accident.

Ways to reduce foreground errors:

1, the right person can do the right thing.

No one is born to be a hotel, especially a receptionist. Then the training before work and the exercise at work have greatly improved the growth of employees.

However, we have to say that some people are really not suitable for the front desk, and as the front desk of a first-line hotel, only by recruiting the right people can we expect the expected progress and performance. I'm not an HR expert, so I can't accurately define the right person. However, at least you should have some qualities, such as gentleness and humility, politeness and enthusiasm, politeness, helpfulness, sincerity and simplicity.

2. Systematic training is essential.

It is often seen that employees are still relatively quiet during induction training. After half a year, I thought I had entered a new realm, and I tended to do whatever I wanted or casually. As everyone knows, when he thinks he is familiar with a field, it just shows that he has encountered a new bottleneck. Of course, if employees can be so actively aware of this problem, they may not need to be employees anymore.

3. Let the guests say whatever they want.

There is a need for mutual trust between hotels and guests. If there is no trust, the guests will doubt the hotel, and the hotel will also doubt the guests, which will inevitably lead to an unpleasant ending. But does it mean that since we choose to trust our guests, we don't need to judge and do what our guests want to do? That's all wet.

Because copying completely is not for the sake of the guests, it is likely that our professionalism has not played a role, leading to major mistakes, inconvenience or embarrassment to the guests and losses to the hotel.

4, not the most careful, only more careful.

The staff in the front office should look energetic, energetic and professional. And a professional performance is to finish what you started in an orderly way.