Hotel reception process

Hotel front desk reception process

Introduction: What is the hotel front desk reception process? What should you pay attention to when you are a hotel front desk receptionist? Follow me and take a look!

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

1. When a guest enters the lobby and is two meters away from the reception desk, he or she should look at the guest and look toward him. The guest smiles and greets: "Hello, Mr./Ms. (Good morning/Good afternoon/Good evening)".

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

(2) If you are processing documents at hand, you should always pay attention to the arrival of guests.

2. Confirm whether the guest has made a reservation

(1) If the guest has reserved a room, please wait a moment and search for the reservation form based on the name or unit used by the guest when booking, and contact the guest Check.

(2) If the guest has not made a reservation and there is a room available, the guest should be introduced to the type, price and location of the rooms available for rent. Wait for the guest to choose and answer the guest's inquiry. If there is no vacancy, apologize to the guest, introduce the situation of nearby hotels to the guest, and ask if you need help. Can help contact them.

(3) If the guest only inquires but does not check in, you should patiently answer the guest's inquiry and welcome the guest.

3. Check-in registration

(1) Hold the upper end of the accommodation registration form and the lower end of the pen at the same time, hand it to the guest and ask them to fill it out.

(2) Verify whether the identity of the person and the certificate are consistent, scan and save the certificate.

(3) Check whether the accommodation registration form is completely filled out. If there are any missing or unknown items, you should ask or complete them according to the certificate. If the guest has no valuables to store, please sign in the lower right corner of the registration form. And record the license plate number.

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

(5) Give the ID and room card to the guest together, and remind the guest who arrives at the hotel for the first time about the approximate location of the room.

(6) If you have large luggage, you can ask the bellman to carry it.

(7) Notify the housekeeping center and switchboard room to enter the check-in information into the computer.

Remarks:

① When checking in, explain the house price clearly, especially the early morning special price, clock price and subsequent housing price.

②Membership cards and VIP cards are generally valid when presented at check-in, otherwise they are invalid. (Be sure to indicate the reasons when accepting changes to the price and issue a price change order).

③On the accommodation registration form, write down the names of the number of people staying so that the door can be opened. When checking in, ask the guest how many days he will be staying so that he can swipe his room card and collect his deposit. At the same time, the time on the computer should also be consistent with this to facilitate the floor. Stick to surnames.

④The deposit forms for guests staying together should be written separately, and the registration forms should also be written separately.

⑤ When guests check in, they should take the initiative to ask whether they want to keep it confidential. When making inquiries over the phone, ask whether they want to transfer, and do not tell them the room number.

⑥ If guests with birthdays or VIPs check in, please notify the housekeeping center in time.

(2) Check-in procedures and precautions for the reception team

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

(1) Make reservations 1-2 days in advance to ensure that the team has room.

(2) When there are more than two groups arriving at the hotel at the same time, the key group with a higher level should be pre-arranged first, and then the group with the most rooms occupied.

(3) Guests from the same group should be arranged together as much as possible.

(4) If there is no room reservation at the moment, you can wait temporarily, but the room should be assigned at least one hour before the guest arrives.

(5) Personnel on duty should know the name, contact number, unit and special matters of each team leader. And communicate well with the housekeeping center and sales department.

2. Welcome guests

(1) When the team arrives, search for the group reservation based on the guest information.

(2) Check the number of guests, number of rooms, whether to order meals, etc. with the guests based on the reservation information. After the content is correct, ask the team leader to sign the form.

If there is a need to add or delete a room under special circumstances, politely consult the tour leader and ask for his signature, and then notify the housekeeping center and cashier to make the corresponding changes. And politely inquire about the activity arrangements of the leading team in order to provide services to guests. (For example, if the check-out time is known, the floor can organize manpower to conduct room rounds to ensure that guests' time is not delayed during check-out).

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

Guests are asked to fill in the housing registration form. If the team is on account, each person can be exempted from filling in the form. The team leader will sign the form uniformly, and the number of room cards will be counted uniformly, and the team leader will distribute it to the team members.

4. Enter the check-in information into the computer, and notify the housekeeping center, switchboard room, and team housing. Notify the housekeeping center of the name and room number of the group leader

2 Notes:

① Submit the group reservation form to the cashier for retention, especially the form indicating the checkout method.

② The group order sent by the sales department must confirm the check-in time, bar, and long-distance conditions, and notify the housekeeping center 1 or 2 days in advance. The sales department's reservations will be satisfied as much as possible (sales department leaders have special privileges). Free rooms for the team are arranged in the annex building.

Additional:

Hotel reception rules and regulations

In order to cooperate with the smooth progress of various tasks in the front office and standardize the work behavior of employees, this system is specially formulated.

1. Honesty is a moral code that employees must abide by. Treating work with an honest attitude is a code of conduct that every colleague must abide by.

2. Unity, cooperation, mutual respect, and mutual understanding among colleagues are the basis for doing a good job

3. Focus on work and complete the work on time, quality, and quantity Tasks are the responsibilities of every colleague.

The above three items are the codes of conduct that every service staff must follow.

1. Attendance system

1. Punch in and out on time, so as not to be late or leave early.

2. Personal leave must be notified one day in advance and explain the reasons. The leave can only be approved by the store manager.

3. Changing shifts without permission is strictly prohibited, and an application form must be filled in for a shift change.

2. Appearance

1. You must dress uniformly according to hotel regulations when going to work, and work clothes must be clean and neat.

2. The hotel requires you to maintain personal appearance, and your standing, standing and walking postures must be correct and decent.

3. It is strictly prohibited to use foul language, spread false or defamatory remarks within the hotel, and affect the reputation of the hotel, guests or other employees.

4. Loud noise, fighting, chasing, and playing in the hotel are strictly prohibited.

3. Work:

1. It is strictly prohibited to open a room to rest privately.

2. Be careful during the shift, and errors in various forms are strictly prohibited.

3. Do not have any disputes with guests. If any problems arise, report them to the department supervisor and foreman in a timely manner and let them handle them.

4. Obey the leadership’s work arrangements and complete all tasks with quality and quantity.

5. In the service and reception work, insist on standing, smiling, honorificing, and civilized service to make guests feel friendly and safe.

6. Actively participate in regular team meetings and various trainings, and strive to improve one's own quality and professional level.

7. Provide services in strict accordance with various service procedures and standards during work.

8. Carefully keep all work records and fill in various work forms.

9. Consciously care for and maintain various equipment and facilities.

10. Have a good working attitude at work.

11. Pay attention to mutual cooperation, understanding and communication during work.

12. Complaints and other work problems caused by human factors are strictly prohibited.

IV. Specific precautions during work

1. Front desk staff must correctly understand the status of each room at all times - in housing, dirty rooms, clean rooms, and maintenance rooms. As well as the room type, room price, windows, darkroom, computer room, etc., provide a reliable basis for the sales and allocation of guest rooms.

2. Front desk staff must provide guests with high-quality services such as reservations, registration, inquiries, phone calls, messages, luggage, room changes, keys, and check-out.

3. Coordinate guest rooms to solve various problems encountered by guests during their stay, and liaise with various departments to provide guests with quality services.

4. The purpose of establishing guest accounts is to record and monitor the financial relationship between guests and the hotel, so as to ensure that the hotel can obtain operating income in a timely and accurate manner. A guest's bill can be created when booking a room (crediting a deposit or prepayment) or when checking in.

5. Pay attention to using polite words, such as "please", "you", "sorry", "sir", "ma'am", etc.

6. Always remind yourself to smile.

7. Be good at controlling your emotions at work.

8. Learn to refuse politely.

It can be seen that the work of the front office department directly reflects the work efficiency, service quality and management level of the hotel, and directly affects the overall image of the hotel.

5. Responsibilities of hotel front desk reception

1. Reception position work process

(1) Check and adjust your appearance 5 minutes before going to work, and The previous shift staff conducted work handover to understand the expected situation of the day's opening of rooms, what work needs to be done, and what problems need to be solved.

(2) Check the completion of various tasks, especially whether all types of reports are complete.

(3) Organize the countertop and keep the front desk clean and tidy.

(4) During the shift, if there are problems that need to be solved or important notices, they must be recorded clearly in the handover book to prevent delays.

2. Requirements for individual guest reception

① Say hello to the guests, welcome them, and express your willingness to provide services to them.

②Ask arriving guests whether they have reserved a room. If you are a booking guest, you can give them a welcome speech. If the guest does not have a reservation, if there is room available, we should try our best to meet his/her accommodation requirements. If the hotel is full, it is best to help the guest contact other hotels.

③Fill in the accommodation registration form. The accommodation registration form is generally in two copies, while the temporary accommodation registration for overseas personnel is in three copies. The accommodation registration form should include the guest's name, gender, occupation, nationality, ID card or visa number, etc. The guest must be asked to fill it in carefully. .

④Confirm the type of room, room rate and payment method with the guest. If the guest pays by credit card, the receptionist must first confirm whether the hotel can accept the card held by the guest and whether the card held is valid.

⑤ Fill in the room card. While the guest fills out the accommodation registration form, the receptionist should fill in the room card for the guest and hand it to the guest.

⑥Contact the housekeeping department. After the guest has checked in, the receptionist should notify the housekeeping department of the guest's check-in information so that they can prepare for the reception in advance.

⑦ Make guest bills. Type the guest's name, arrival and departure date, room number, room type, room fee payable, etc. on the printed bill.

6. Handling of Frequently Asked Questions in Front Office Reception

(1) The guest is unwilling to check in

① You should understand the guest’s thoughts and explain patiently It is necessary to fill in the accommodation registration form. If the guest is afraid of trouble, you can fill it out on his behalf and have him sign for approval.

② If the guest has concerns and is afraid of being disturbed, you can patiently explain to the guest and make a guarantee to reassure him.

(2) The visitor requests to check the guest

First check the guest’s room number, then contact the guest, obtain the guest’s consent, and then

Ability to tell visitors the guest's room number.

(3) When the room is in short supply, the guest requests to continue staying

① Taking care of the interests of the guests who have already stayed is the first priority, and would rather introduce other guests to the guests who are about to come to the hotel. Hotels cannot evict guests who are already staying at the hotel.

② You can first explain the hotel's difficulties to the guests who have stayed, and ask for their opinions whether they are willing to move to another hotel. If the guest is unwilling, the reservation office should be notified as soon as possible to find another hotel for the guests who are about to come. room, or contact other hotels.

(4) When guests leave the hotel, they take away the room belongings

Some guests often take away hotel belongings when they leave out of greed for petty gains or to leave a souvenir. Teacups, towels and other supplies. In this case, it is inappropriate to ask the guests directly. It will make the guests unable to get off the stage and destroy the harmonious relationship that has been established between them. The smart way is to tell the guests without leaving any trace: "I can't find the things in your room. Did you not pay attention to where you put them and forgot to restore them to their original positions? Could you please help us find them?"

The front office is a hotel. The nerve center of the hotel is the representative of the hotel management organization in the minds of guests. Guests check-in and check-out are in the front hall, and check-out and check-out are in the front hall. When guests encounter difficulties, they can go to the front hall for help. When guests are dissatisfied, they can also go to the front hall to complain. The words and demeanor of the front office staff will leave a profound first impression on the guests, and the initial impression is extremely important. If the front office staff can treat guests in a courteous manner, provide services to guests with skillful skills, properly handle guest complaints, and help guests solve difficult problems conscientiously and effectively, then they will also feel good about other hotel services. Rest assured and satisfied. On the contrary, guests will be dissatisfied with everything.

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