How to adjust the room at the front desk of a hotel means that the room type booked by a guest on the website is full, and the best room type in the hotel is booked, but this room type is full.

Contact the guest at the first time to explain the situation and ask the guest's opinion on changing rooms. It can also be explained that if the online reservation is cancelled, you can leave a room for this guest. We can also strive for some preferential conditions for our guests and arrange other room types. In short, we should communicate well.

Principle 1: Check the room forecast for three days or attend the forecast meeting.

1. The person who allocates rooms should be well aware of the hotel's three-day forecast: (1) Some special rooms need to be allocated three days ago, such as adjoining rooms, connecting rooms, important guests and member guests, and special suites, which can prevent the rooms requested by the guests from being sold out. (2) Find out which teams will arrive in three days, what the number of rooms is, and whether it will conflict with the existing team rooms. For example, on the third day, there will be a bigger team to stay, but the number of rooms needed by this team is still 10. Knowing this information, we will consciously leave some room for this team in two days.

2. In order to strengthen communication in some hotels, especially when the hotel room is very tight, the sales department takes the lead in holding a forecast meeting to inform all departments of the hotel room forecast. Any problem can be raised at the forecast meeting, and everyone can discuss and solve it together.

Principle 2: Assign rooms according to guests' preferences and requirements.

The reservation department must ask the guest's requirements and preferences when booking a room, so that the separated room can truly meet the guest's expectations.

For example, the front desk staff complained that the guests registered at the front desk quickly, but the guests ran down to change rooms shortly after going upstairs, saying that the room was too small, smoky and needed a bigger room, and it was a non-smoking room. However, maybe we didn't ask these questions, or we didn't divide them according to the requirements of the guests. At this time, it caused a lot of difficulties to the front desk.

However, if the reservation department has determined some requirements and preferences for the room with the guests, the front desk must clearly see what the requirements and preferences of the guests are, and then allocate the room according to the requirements of the guests. For example, if a guest asks for a room with a high floor and a good view, you must read it clearly when allocating the room, otherwise the guest will complain, which is actually looking for trouble for ourselves. In general, guests' preferences will be reflected in some hotels.

Principle 3: try to follow the order of housing distribution.

(1) Ladies and gentlemen, connect rooms/rooms and members first.

When allocating rooms, we must first allocate rooms to important guests and guests with special requirements, because the reservation of important guests has its special requirements and the hotel should give special discounts, so it is called important guests. You should first allocate rooms according to the requirements and preferences of the guests, and generally don't change them.

There are also some rooms with special requirements, such as connecting rooms/connecting rooms, and the special requirements of senior member rooms should be divided in advance, otherwise it is likely that this room type has been sold before, and the hotel guests have not checked out when the new reservation arrives, resulting in passive room allocation.

(2) Divide travel teams or conference teams and allocate rooms one day in advance.

The team room is characterized by a large number of rooms, and the centralized demand for a certain room type is relatively large. After the allocation of team rooms, you can clearly see the ratio of the remaining rooms to the remaining individual rooms, and then you can make appropriate adjustments according to the requirements of individual customers.

(3) the last room reservation and other reservations

After that, a guest will continue to book several rooms and a single room. If a room type is not enough and needs to be upgraded, it will be allocated according to the order of guests who only stay for one night, individual guests who have no reservation and agreement, guests who stay in the hotel for the first time, and guests who only book one room. Can effectively ensure the turnover and use of guest rooms.