What are the core elements of the front office?

The hotel front lobby is the face of the entire hotel. The beautiful submarine environment will make guests feel happy and comfortable. (1), site selection and artistic conception (2), layout and furnishing (3), physical environment 2. Pay attention to the beauty of employee appearance

The behavior of the front office waiters must be generous, decent and elegant, and when dealing with guests Be enthusiastic, proactive, dignified and courteous in the process. 3. Cultivate employees' language skills

The waiter's language directly affects and regulates the guests' emotions, and the effectiveness of the service depends to a large extent on the correct expression of the waiter's language. 4. Improve service skills

The front desk work is both important and complex. It is closely linked with the work of various hotel departments and must be accurate, efficient and foolproof. 5. Provide thoughtful service

Thoughtful service is reflected in the hardware construction of the front office, which means making full use of the latest achievements in scientific and technological development and constantly equipping service facilities and equipment.

1. The theory of "quality control" must be firmly implemented

The theory of "quality control" is the basic principle for hotels to do a good job in service quality management. The first task of "quality control" is to set service quality standards. Only with standards can we evaluate the performance of various services according to standards, effectively correct behaviors and procedures that do not meet standards, and formulate relevant service standard improvement plans. Since each hotel has different star ratings, the standards set must match the hotel's environment, hardware, personnel quality and other conditions. Unrealistic goals such as the so-called "four-star hotel and five-star service" cannot be pursued one-sidedly. .

The second step of quality control is quality management. We advocate all-round quality management. The hotel's service quality and reputation depend on the work results of each employee in each department. Since hotel products are comprehensive and relevant, all links are inseparable. Therefore, every department and every employee is A contender in service quality management. All departments in the hotel have quality management goals and tasks, and should formulate relevant plans and implementation plans. Therefore, hotel service quality management is comprehensive and applies to the entire hotel, with no exception for any department or employee.

2. Find the "shortest piece of wood"

For a barrel made of many pieces of wood of different lengths, it is not the longest one that determines its water capacity. The average length of a plank or all planks, depending on the shortest plank among them. This is the famous "barrel theory". If you want to improve the overall effect of a wooden barrel, it is not to increase the length of the longest board, but to make up for the length of the shortest board. The overall service quality of the hotel is like the "capacity of a wooden barrel", in which the overall level is determined by the "shortest piece of wood". Therefore, we must first have the concept of "looking for" the "shortest piece of wood", and we must always, Check and supervise the service process every day, every week, and every month, including the mental state, courtesy and service standards of employees and managers, and put the "shortest wood" of service quality in every department and every business activity Find out the "block", analyze and find the reasons for service quality complaints, and solve them. Only in this way can we "prescribe the right medicine" and extend the "shortest piece of wood" so that