Hotel waiting room

First of all, the daily management of the lounge will involve three basic aspects. First, the service personnel in this area should be responsible for the cleanliness and quietness of the lounge. Secondly, they should provide silent, predictable and nuanced targeted services for every customer. Third, they should provide smooth, consistent, unified, standardized and standard service processes and details. Then, in order to solve your related problems, the following will introduce the lounge service process for your reference:

First of all, welcome the guests

1. When the guests are led to the rest area by the tour guide, the waiter should take the initiative to greet them warmly, bow and say with a smile: Hello, distinguished guests, welcome! Would you like to have a rest in the lounge or surf the Internet or watch a movie in an Internet cafe?

2. Guide the guests to enter the corresponding area two or three steps to the right. When meeting the steps, instruct the guests on the ground ahead and give a careful reminder: be careful of the steps.

3. When waiting for the service, the lounge attendant should keep a standard posture, keep quiet, and take care of the surrounding guests and services to the guests at any time.

Second, arrange guests and introduce service items.

1. The waiter should politely ask the guests in the process of guiding them in the lounge: VIP, how many guests are you? Knowing the number of colleagues, arrange the sofa beds together reasonably, and say to the guests with a smile, "VIP, do you think it's okay here?" Please sit down! May I turn on the TV for you? Does the sofa angle need debugging? "Adjust the angle of TV and sofa.

2. After the guest takes a seat, squat at a distance of half a meter from the right front of the sofa bed and politely ask the guest, "What health care items do you need to do? We have full body massage and foot massage, and so on! Guests who need health care services should immediately arrange to the massage area on the third floor; If you do a pedicure project, arrange it for the distinguished guests quickly.

3. Our traditional Chinese medicine general health care services and general health care such as scraping and cupping are carried out in the traditional Chinese medicine massage area, and local massage (such as pedicure, pedicure, hand repair and ear digging) is generally completed in the lounge. If the guest asks for a local massage in the room, he can gently explain it to the guest and explain the room charge standard.

4. Introduce drinks, drinks and snacks to the guests: VIP, do you need any drinks or snacks? And beer, drinks and so on! After knowing what health care items the guests do and what drinks and food they need, politely say, could you please look at your hand card? See clearly the guest's hand number (the lounge is dimly lit, so be sure to see clearly the guest's hand number).

5. When talking with guests, you must take a squatting service posture, squatting on the right side of the sofa, and the language is cordial, warm and generous.

Third, arrange technician service projects.

1, according to the guest's demand for health care services, the waiter calls the bar to inform the technician room to arrange technicians, and at the same time clearly reports the guest's area, the items that need service and how many technicians are needed. The technician room will arrange technicians to serve the guests in time, and move quickly to avoid waiting for the guests.

2. The waiter goes to the bar to order and get the things the guests need.

3. In the process of serving the guests in the lounge, take the initiative to ask the guests: VIP, what do you need, water or drink?

Fourth, the health service in the lounge is over.

1. After the guest had a local massage in the lounge, the waiter came forward to ask the guest in time: Hello, VIP, how are you feeling? Do you need any other services? Introduce and promote other health care services to guests. If the guest refuses, be sure to say: Well, have a good rest! Call me if you need anything!

2. If the guest needs full body massage or other services, the waiter will guide the guest to the health care area on the third floor and remind the guest to bring personal belongings and personal cards when leaving the lounge.

3, timely return to the lounge, station service, comprehensive care for every guest.

Verb (abbreviation for verb) night service

1. After 23: 00 pm, check and confirm all messages in the lounge. Guest: Excuse me, this distinguished guest, are you going to spend the night here? If the guest is, take the initiative to remind the guest that he needs to register his ID card at the front desk (this provision is not mandatory), and write down the guest's mobile phone number.

2. Summarize the number of overnight guests and write down the brand names respectively.

3. The waiter should stand in the lounge, implement safety nursing service, ensure the lounge is quiet and well ventilated, and pay close attention to the night.

People walk around the room to ensure the safety of personal belongings of overnight guests, and often patrol the lounge to see if there is an open flame, and eliminate the problems in time when found.

4. It is forbidden for waiters to leave their posts or empty posts, and ensure that the lounge must provide night drinking water or other services for bathers in rotation.

5. When guests spend the night in the lobby, pay attention to cover the guests with quilts and remind them to take care of their belongings and hand cards.

6. When the guest wakes up halfway, take the initiative to remind the guest what time it is.

Intransitive verb wake-up service

1. No matter day or night, the waiter should accept and confirm the application for wake-up service of every bathing guest.

2, to provide wake-up service for guests, will wake up the date, time, hand card, sofa bed number.

To sum up, I hope I can help you from the actual situation. Due to the limited space, it is inevitable that there will be mistakes. I hope you will criticize and correct me. Thank you!