What is the reception process at the front desk of the hotel?

Hotel front desk is the bridge between the hotel and customers, and it is the window for customers to understand the hotel. It is necessary to know the reception workflow of the hotel front desk. The following is the hotel reception workflow I arranged for you, hoping to help you.

Hotel reception process at the front desk

(1) Check-in procedures and precautions for individual travelers:

1. When the guest enters the hall and is two meters away from the main table, look at the guest, smile at the guest and say hello: "Hello, sir/madam! Good morning/afternoon/evening.

(1) If you answer the phone, just look at the guest and nod and smile to signal the guest to wait.

If you are dealing with the documents at hand, you should always pay attention to the arrival of guests.

2. Confirm whether the guest has made a reservation.

(1) If a guest has made a reservation, please wait a moment and check the reservation according to the name or company used by the guest when making the reservation.

(2) If the guest has no reservation and has a room available, he should introduce the type, price and location of the room that can be rented to the guest. Wait for the guests to choose and answer their questions. If there is no room available, you should apologize to the guest, introduce the situation of the nearby hotel to the guest and ask if you need help. We can help them contact.

(3) If the guest just asks, not checks in, be patient and answer the guest's questions and welcome the guest.

Check in

(1) Take the upper end of the accommodation registration form and the lower end of the pen and give it to the guests to fill in.

(2) Verify whether the witness cards are consistent, and scan and save the certificates.

(3) Check whether the accommodation registration form is complete. If there are any missing items or unknown information, they should be supplemented or supplemented according to the document requirements. If the guest has no valuables to deposit, please sign in the lower right corner of the registration form. And write down the license plate number.

(4) Confirm the payment method (debit card, credit card, cash).

(5) Give the certificate and room card to the guest together, and remind the guest of the approximate location of the room where he lived for the first time.

(6) If there are large pieces of luggage, please ask the bellman to carry them.

(7) Notify the housekeeping department and the general computer room, and input the check-in information into the computer.

Remarks:

(1) when you check in, you should make it clear, especially the early morning specials, clock rates and subsequent rates.

② Membership cards and VIP cards are generally valid at the time of check-in, otherwise they are invalid. (The receptionist must indicate the reasons for modifying the house price, and make a table of changes in the house price).

(3) Write the names of several people on the registration form for opening the door. When you check in, you should ask the guests how many days they will stay, so that you can swipe your room card for a few days and collect a deposit for a few days. At the same time, the time on the computer should be consistent with this to facilitate the floor. Stick to the last name.

(4) The deposit sheet for guests living together shall be written separately, and the registration form shall also be written separately.

⑤ When guests check in, they should take the initiative to ask whether to keep a secret. For telephone inquiries, ask them if they want to transfer, and don't tell them the room number.

⑥ Guests or VIPs with birthdays should inform housekeeping department in time.

(2) Admission procedures and precautions for the reception team

1. Preparation: (If a room needs two room cards, the room cards should be prepared one day in advance)

(1) Make an appointment 1-2 days in advance to ensure the team room.

(2) When more than two teams arrive at the store at the same time, the key team with high level should be arranged first, and then the team with more rooms should be arranged.

(3) The guests of the same team should be arranged as centrally as possible.

(4) When there is no room reservation, you can wait temporarily, but you should leave the room (one hour) before the guests arrive at the latest.

(5) The personnel on duty should know the names, contact numbers, units and special matters of each team leader. And do a good job of communication with the room service center and the sales department.

Greeting guests

(1) When the team arrives, check the group reservation status according to the guest information.

(2) According to the reservation information, check the number of people, rooms and whether to order food with the guests. After the content is correct, please ask its team leader to sign the bill. When it is necessary to add or subtract rooms under special circumstances, politely consult the team leader and ask him to sign, and then inform the room service center and cashier to make corresponding changes. And politely consult the tour leader's activity arrangement in order to provide services for the guests. For example, if you know the check-out time, the floor can organize human rounds to ensure that the check-out time will not delay the guests.

3. Fill in the form, verify and allocate the house.

Please fill in the housing registration form. If the team is in suspense, everyone can fill in the form. The team leader will sign the form, count the number of room cards and distribute them to the team members.

4. Input the check-in information into the computer, and notify the housekeeping department, the general computer room and the team housing. The name and room number of the tour leader should be notified to the room center.

2 Remarks:

(1) Submit the team reservation form to the cashier for retention, especially the form indicating the checkout method.

② The team list sent by the sales department must confirm the check-in time, bar and long distance, and notify the room service center 1 2 days in advance. The reservation of the sales department should be satisfied as far as possible (the sales department leaders have special preferential rights). The free room for the team is arranged in the annex building.

Job responsibilities of hotel front desk/customer department staff

(a) responsible for booking sales rooms:

1. Answer the phone call of the guest for room reservation (answer the phone in standard language).

Ask the name of the person who made the reservation (sir/madam, what's your name, please? Just a moment, please. )

3. Check the occupancy rate of the computer and whether to accept the check-in (arrival time, required room type, approximate number of days to stay).

4. Accept the reservation and confirm the information with the caller (reservation name, guest name/unit, check-in and check-out time, number of rooms, room type and room price).

5. Determine the payment method and contact information with the subscriber to facilitate contact.

6. Repeat all the records to the reservation personnel and enter them into the front desk computer system after confirmation. (Thank you for calling)

7. If the reservation information is very important, it is necessary to verbally hand over the next successor to get ready.

(2) The process of checking in guests:

1. When guests enter the door, the front desk is responsible for reception. You should say welcome first, then say hello, and finally ask the guests what they need.

2. The reception service should be soft and friendly: the word "please" begins with "thank you" and ends with "sorry". Don't forget to say "goodbye" when seeing the guests off.

3. According to the needs of the guests, introduce the room type and charging method.

4. After the check-in, carefully check the valid documents (ID card, passport, driver's license, Hong Kong and Macao pass, soldier/officer's card), scan them and input them into the computer for archiving.

5. Confirm the guest's stay days, specify the deposit (for long-term guests, try to collect more deposit) or rent, and determine the payment method.

6. Issue the deposit slip/receipt, housing notice and room card to the guests, and finally warmly remind the guests of the matters needing attention in the hotel.

7. According to the needs of the guests, in the computer system management or shift change, understand the tenant's agent matters: call early, do not disturb, and check that there is no such person? And other matters.

8. The front desk should check the room status with the floor at any time to avoid mistakes in the process of renting.

(3) Check-out formalities for guests:

1. Every noon 12: 00 is the check-out time of the previous day (longer). If the tenant who needs to check out fails to check out after 12: 00 and before 18: 00, half a day's rent will be charged as overtime pay; /kloc-Do not check out after 0/8: 00, and charge all day.

2. half an hour before the check-out time, ask the floor attendant or call the tenant (hello, Mr./Ms. X! This is the front desk. Do you want to stay today? Do you want to check out? Pay attention to the classification of check-out tenants and renewal tenants.

When checking out, the guest needs to get back the deposit slip (receipt) and room card. And inform the floor attendant to make rounds (whether there is any shortage or damage of paid use items and furniture configuration), and check the rent, telephone charges or other service fees payable by tenants in detail according to the records of computers or work orders. And make a detailed list of their own consumption to the guests, deduct the consumption expenses, and return their room deposit after receiving the floor rounds (no paid use of items, damage to furniture). Tell the guests to walk slowly. Welcome to visit next time.

Remarks:

(1) at noon that day 1 1: 00? 13: 00 is the peak period for renting and checking out. When there are many guests, the reception work should be busy but not chaotic: deal with the first, ask the second, and then greet the third.

(2) When checking out, be sure to carefully check the guest's deposit slip and room number, and take back the room card from the guest:

(1) There is only one room card for each room, so the tenant's housing information must be registered in detail.

(2) if the tenant lost his room card in the process of housing, the guest should be responsible for the compensation for the room card.

(3) If the room card is retrieved from the guest at the end of the check-out, resulting in the loss of the room card, the employee who goes through the check-out procedure on duty will be responsible for this compensation.

(4) Therefore, the morning, evening and night shift personnel should carefully check the room card and room status according to the room rate on duty.

(3) When asking guests to check out: For the tenants who want to stay in the future, they should inform them by the way: when it is convenient, pay the rent or deposit for the day at the front desk.

(4) When the tenant checks out, after receiving the check-out notice from the floor: according to the notice from the floor, the damage of paid items and furniture will be charged according to the quotation sheet. If the tenant has the above-mentioned consumption behavior, but the floor is not detected, this fee will be borne by the ward round attendant. Otherwise, the person on duty at the front desk is responsible.

(4) Arrange the turnover on duty:

1. According to the check-out rate of the day, check whether the deposit slip or rent left in the house and the room card that has been checked out have been recovered.

2. One to two hours before leaving work, after sorting out the rental income, telephone charges, paid items, furniture configuration damage fees and invoice tax, and putting back the same amount of reserve fund, the rest is the turnover on duty that day.

3. Fill in the balance sheet, remarks, etc. And give them to the finance department. If you are on duty at the end of the financial period, you will receive a fixed safe.

4. The turnover of the remaining time (rent or other income) shall be regarded as the camp of the next shift of personnel on duty, and shall be counted by successors.

(5) Telephone transfer service

1. The outside answer: "Hello! Dancheng Business Hotel Front Desk! I'm Li X. What can I do for you? "

(1) If a call needs to be transferred to a guest room, the other party shall provide the accurate room number and the name of the tenant;

(2) If the call needs to be transferred to the office, ask the other person your name and what's important. Please wait a moment. While holding the phone, call the office leader quickly and ask if XX's phone is connected. If not, tell the caller that manager XX is not in or in a meeting.

(3) If the person you want to call is not in, politely reply to the other party: XX is not answered/temporarily absent/or in a meeting. Can I leave you a message? Or leave your contact information and call you back when XX comes back.

2. Internal answer: Hello! Front desk (operator), can I help you? If the caller shows the exact room number, the guest's last name should be added before the guest's "Mr./Ms./Ms./Manager/Boss".

3. Internal and external calls should be answered after three rings. If it is more than 3 rings, after picking up the phone, apologize to the other party: "I'm sorry! Thank you for waiting. Are you here? "

4. Keep a pen and paper beside the phone to record the information that the caller needs to convey, including the caller, the message time, the message content and the person who needs to convey.

(6) Matters needing attention when dialing:

1. Have a decent image, don't rely on tables and chairs or walls, let alone sit on tables or chairs.

2. At work, to make a long story short, don't let the work phone be busy for a long time, so as not to affect the transmission of business information.

Don't chew with your mouth when you are talking. It's disrespectful to others.

4. During working hours, employees are not allowed to use the company's communication equipment to make local or long-distance personal calls.

After the phone call, say some polite words: trouble, trouble, thank you, goodbye. Don't put down the receiver until the other party hangs up.

(seven) to answer the questions of the guests and deal with the complaints, opinions and demands of the guests;

1. Listen to and handle guest complaints with a positive attitude.

2. Empathy, be able to put yourself in the guest's shoes.

3. Under the premise of not violating the rules and regulations, meet the needs of the guests as much as possible.

4. Be tolerant and patient. Don't argue with the guests for any reason, give them the reason.

Try to maintain the self-esteem of the guests, even if the fault lies with the guests, try to "take a ladder" to let the guests step down.

6. Maintain the image and reputation of the hotel and never give up the principle.

But always pay attention to the expression of language:

(1) Look natural and generous. Don't panic or be absent-minded.

(2) The tone should be soft and the voice should not be too loud. Talk to guests in a tone of discussion or inquiry.

(3) the posture of conversation, when discussing with guests, don't move too much, don't dance, don't point at people, don't cross your hands on your chest.

7. Any complaints to the guests should be clearly and reasonably explained or confessed. If the situation is serious, it should be reported to the superior leader immediately.

8. Thank the guests for their reasonable suggestions, criticisms and complaints, and explain to them that we will adopt them when the department conditions are ripe.

Job responsibilities of hotel front desk

Responsible for the front desk foreman, check-in, check-out, inquiry, mail distribution and reservation services.

Scope of work:

1. The reception staff should keep good appearance and appearance, stand and serve, look forward and welcome guests with a smile at any time.

2. Arrange the room reasonably according to the requirements, and handle the guest accommodation for no more than 3 minutes.

3. Fill in all kinds of reports clearly, and inform the relevant departments of the arrival and departure time of guests and the arrangement of various activities in time to ensure the correct connection.

4. According to the service regulations, do a good job in valet message, letter sending and receiving and all kinds of agency work and record it.

5. It takes no more than 3 minutes to handle visitors' inquiries, no more than 30 minutes to distribute emails, and no more than 1 minute to make magnetic card keys.

6. Answer the phone no more than 2 times and use the standard method.

7. Accept the telephone appointment and make an appointment at the store.

8. Keep the table clean and the surrounding environment clean.

9. Do a good job of succession, to ensure clear,

Code of Telephone Etiquette at Hotel Front Desk

First of all, there are some standards for answering the phone: when answering the phone, the voice should be soft and concise; Use Mandarin instead of local dialect; As long as we receive the call, we will be responsible for it until the problem is solved; Answer the phone with your left hand and record it with your right hand. Don't put your mobile phone on your shoulder.

Then there is the program. Answer the phone within three rings, which fully reflects our work efficiency. After three rings, apologize to the guests, such as "Sorry to keep you waiting"

After connecting the phone, you must first explain which department of the hotel you belong to, that is, to register.

The next step is to serve the guests, such as "what can I do for you?" Be careful not to use hello, hello, hello when greeting guests. We can use hello instead.

After that, listen to the guest's request and record the main points, such as name, telephone number, room number, arrival time and departure time.

After the guest completes his request, we will repeat the guest's request again to avoid our mistakes.

Finally, the call was terminated. First of all, we have to ask the guests if they have other needs, such as "Is there anything else I can do for you?" If not, we will terminate the call.

When making a phone call: first of all, organize your own language, and greet each other after the phone is connected; Identify yourself, then confirm the identity of the guest and get down to business.