How do hotel room attendants receive guests?

Guest room important guest reception and service procedures

A, guest room important guest reception procedures

(1) Before check-in

After receiving the notice of the arrival of important guests, the front office must first fill in the Notice of Reception of Important Guests, which will be distributed to all departments after being approved by the general manager, so that all departments can prepare for the reception in advance;

(2) When checking in

A. Before the important guests check in, the concierge will check the facilities and equipment of the guest room with the housekeeping manager under the leadership of the lobby manager of the front office. Report the inspection to the general manager for confirmation.

B, after examination and approval by the general manager, when important guests check in, arrange personnel to meet them according to relevant regulations, and the assistant manager in the lobby will send the pre-filled registration form to the room and wait for the guests to sign;

(3) Residence time

During the stay of important guests, all departments should arrange special service according to the notification requirements;

(4) When leaving the mall

When important guests leave the hotel, the room service center and floor attendants should wait for seeing them off in the elevator hall according to relevant regulations, and the administrative department will inform the heads of various departments to see them off in the resort hall;

(5) After leaving the mall

After the important guests leave the hotel, the lobby assistant should record the whole reception process, report it to the housekeeping manager for approval, then report it to the general manager for approval, and enter the guest history file.

Second, the housekeeping reception control points

(1) After the housekeeping department receives the reception notice of the important guests, the room service personnel should fully understand the guest's situation, including the guest's name, nationality, occupation, position, age, taboo, religious belief, living habits, room type and entourage, reception unit, reception standard, departure date and time, special requirements, etc. When guests arrive, service personnel can call them by their first names, perform their duties and provide personalized services according to their living habits;

(2) Prepare all kinds of articles according to the notification requirements, and put the welcome letter and flowers signed by the general manager in the room. After the equipment is completed, the housekeeping manager and the assistant manager in the lobby will accept it;

(3) When important guests arrive at the floor accompanied by the relevant personnel of the resort, the housekeeping manager will greet them at the elevator entrance, accompany them into the room for a brief introduction, and provide welcome tea according to the number of guests entering the room;

(4) During the stay of important guests, arrange service personnel with rich experience in guest rooms and catering to provide personal butler service, adopt the system of "opening the door and leaving", cooperate with safety work, keep all information of important guests confidential and not tell irrelevant personnel;

(5) After confirming the departure time of important guests, the assistant lobby of the front office should inform the room service center at least one hour in advance. After receiving the check-out information, the waiter in the room service center should take the initiative to solicit the opinions of the guests, ask if there is any need for help, and inform the front office to send a concierge to carry the luggage for the guests. The manager and waiter say goodbye at the elevator entrance of the stairs, and quickly check whether there are any left-over items, paid consumption and facilities and equipment are in good condition.

Three. Reception of important guest meetings

(1) Be familiar with and understand the contents of the meeting reception notice;

(2) Determine whether it is necessary to arrange meeting rooms, the number and time of rooms, and find out whether it is necessary to open long-distance calls, withdraw drinks and add beds;

(3) Implement the room flower and fruit standard, and the general manager's business card and greeting card;

(4) Check whether the guests arrive in batches;

Four. Reception procedures for important guest meetings

First, after receiving the notice of the important guest meeting, first understand the meeting date, time, number of people and meeting place, and clean and arrange the meeting place in advance.

B, half an hour before the meeting starts. Clean the meeting place again in advance, approve the meeting requirements and avoid omissions. Arrange special people to greet delegates and provide welcome tea and other temporary services for all delegates.

C. During the break of the meeting, enter the meeting place to clean the table, floor and change tea to prepare for the guests to continue the meeting.

D, after the meeting, immediately check whether there are any lost or damaged items in the venue. If you find anything left behind or damaged by the guests, contact the person in charge of the meeting immediately to solve it.

E, after checking the venue, put back the items borrowed from the meeting, put out the fire in the venue, clean up and leave.

Four, important guest reception service personnel quality requirements

(1) requires rich service foundation of high-star hotels and profound life experience, life and work experience;

(2) Require a wide range of personal interests and hobbies, and have an appreciation level of elegant words or music;

(3) It has rapid reaction ability and clear preparation judgment; Personality is easy to accept opinions, not stubborn but lively

(4) Be good at expressing and expressing one's personality, be ready to help others, and dare to associate with others.

(5) Female only, with good facial features, good image and temperament, height above 1.65, and strong language expression and communication skills. College degree in tourism school or university. At least two years experience in skilled room and catering (the best candidate for foreman position at present), under 28 years old.

Attachment:

Presidential suite service plan

First, the important guests banquet seating arrangement

Important guests entertain guests. Generally, the main guard is in the position facing the door, and the auxiliary guard is opposite to the main guard. 1 Guest No.2 accompanies his left hand, Guest No.3 accompanies his right hand, and Guest No.4 accompanies his left hand. Everything else is free. The position of the above-mentioned host is mastered according to the ordinary banquet. If there are special factors at the scene, it should be decided according to the situation.

First of all, China's dining table

Remarks: The banquet of the PLA leaders does not have a host or deputy host, but a guest chair and a chairman. The reception and use of important social guests remain unchanged.

Second, the western dining table

Remarks: If the PLA does not have a main escort and a deputy escort, it shall be arranged in the order of 1 General Escort and II General Escort. The form of social guests remains the same.

3. The seating arrangement for the group photo is the same as that of the rostrum.

Four, tea party, forum seating arrangement

First of all, the long table

Note: A is the superior leader and B is the main seat.

Sofa table

Note: A is the superior leader and B is the main leader.