We urgently need a set of operating procedures for hotel front desk receptionists. Please help me. Thanks

Complete reception process at the hotel front desk:

1. Check-in procedures and precautions for individual guests:

1 When guests enter the lobby, stay two meters away from the reception desk When speaking, you should look at the guest visually, smile to the guest, and greet the guest: "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 and search for the reservation form based on the name or unit used by the guest when making the reservation.

Check with the guest

(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's choice

and answer the guest's inquiry. When there is no vacancy, apologize to the guest, introduce the situation of nearby hotels to the guest,

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

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

(2) Verify whether the person's ID is consistent, scan and save the ID.

(3) Verify 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 documents

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.

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

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

3. On the accommodation registration form, write down the names of the number of people staying there 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.

4. The 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 phone inquiries, they should ask whether they want to transfer, and do not tell 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 work: (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 store at the same time, the key group with a higher level should be pre-arranged first, and then the group with more rooms to occupy.

(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 reserved 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 it is necessary 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 corresponding changes. And politely inquire about the activity arrangements of the leading team in order to provide services to guests. (For example,

If you know the check-out time, 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.

Please fill in the housing registration form. If the team is on account, each person can be exempted from filling in the form. The form will be signed by the team leader and the number of room cards will be counted

The team leader will distribute it to team members.

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

Note: 1. Submit the group reservation order to the cashier for retention, especially the order 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 room arrangement for teams

Annex building.