Importance of Front Office Service and Management in Star Hotel Operation

First of all, talk about the importance of front desk service management. The front hall is a gathering place for guests to come in and out, which contains two meanings. One is the entrance and exit of guests entering and leaving the store; Second, it refers to the daily access of hotel guests during their stay in the hotel. First in and out, check-in and check-out procedures for guests, forming the first impression and last impression of the hotel; The back entrance and exit provide guests with services such as keeping keys, keeping articles and handing over letters, which forms a repeated impression of hotel services. It can be seen that the guest's evaluation of hotel service and the level of front office service are the main factors. There are many guests coming in and out of the front hall, and many people are in contact with them, which naturally leaves a deep impression on them. So the front hall is called the facade or window of the hotel. People often say that modern management is actually the management of "one floor", which refers to the front hall. It can be seen that the front office plays an important role in the service management of the hotel.

Second, the lobby is the "nerve center" of the hotel. Because the lobby is the center of hotel service activities, it has a lot of contact and contact with guests, and naturally becomes the information transmission center between hotels and guests. For example, the supply and demand information of guest rooms, the consumption demand information of guests, the service demand information of guests, the evaluation information of guests on hotel services, the complaints information of guests and the running status information of the hotel itself will be concentrated in the lobby, and then the lobby will report to relevant departments through various forms to continuously coordinate customer service and deal with various problems. The front office is like the nerve center of the human body in the whole hotel service management activities, which plays the role of scheduling in the daily work of the hotel and the role of staff in the high-level decision-making of the hotel.

As can be seen from the above two points, the front office of the hotel is a department that attracts and receives guests, promotes rooms and restaurants, and provides various comprehensive services for guests. Although it is not the main business department of the hotel, it has a vital impact on the hotel's market image, service quality, management level and operating efficiency. The lobby is the crowning touch of hotel management. How to do a good job in front desk service management has always been a subject that needs everyone to study and explore together. In fact, all the problems we can't face up to can be obtained and discovered from the guests, so we should pay attention to every guest's complaint. It reflects the dissatisfaction of guests, and also reflects the loopholes and shortcomings of hotel services, from which we can learn lessons and promote the hotel to continuously improve its service level.