Hotel lobby management system

This system is formulated in order to cooperate with the smooth progress of the front office work and standardize the work behavior of employees.

1. Honesty is the moral code that employees must abide by, and being honest with their work is the code of conduct that every colleague must abide by.

2. Unity, cooperation, mutual respect and mutual understanding among colleagues are the basis for doing all the work well.

3. It is the duty of every colleague to concentrate on the work and complete the task with good quality and quantity on time.

The above three rules are the code of conduct that every service personnel must abide by.

I. Attendance system

1. Sign in to and from work on time, so as not to be late or leave early.

2. Personal leave must be notified to the department one day in advance, explaining the reasons, and can only be taken after approval by the department.

3. Sick leave must be certified by the infirmary or hospital, and can only be taken after approval.

4. It is forbidden to change shifts without permission, and the shift change must be approved by the applicant, the shift change person, the foreman and the manager.

5. It is forbidden to sign in and ask for leave on behalf of others.

Second, gfd.

1. You must dress for work according to the hotel regulations, wear the work number plate, and the work clothes must be clean and tidy.

2. The hotel requires personal gfd, and the posture of standing, standing and walking should be correct and appropriate.

3. It is forbidden to wear or carry work clothes out of the hotel without permission.

Third, labor discipline.

1. It is forbidden to bring personal belongings into the work area. (e.g. bag, coat)

2. It is forbidden to take hotel supplies out of the store.

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

4. Don't leave your post without reason during working hours, and don't stay in your post after work.

It is forbidden to make personal phone calls and do things unrelated to work during office hours.

6. Change meals in strict accordance with the prescribed time, and do not eat during the duty except during the meal time.

7. It is strictly forbidden to get together to chat, receive visitors and show people around the hotel during working hours.

8. It is forbidden to watch (listen to) TV, radio, tape recorder and any books, newspapers and magazines during working hours.

9. It is forbidden to use passenger elevators and other tourist equipment.

10. It is forbidden to make noise, play or chase in public places.

Fourth, the work:

1. It is forbidden to open a room without permission.

2. Except the bellboy, no one else is allowed to enter the guest room, dining and entertainment area without authorization.

3. Be careful when changing shifts, and no mistakes are allowed in various business forms.

4. Don't argue with the guests. If there is any problem, report it to the department manager and foreman in time for handling.

5. Obey the work arrangement of the leader and complete all the work with good quality and quantity.

6. Adhere to standing, smiling, respectful and civilized service in service reception, and do the following

The guests feel kind and safe.

7. Actively participate in site team meetings and various trainings, and strive to improve their own quality and professional level.

8. Work in strict accordance with service specifications and standards.

9. Earnestly keep all work records and fill in all work forms.

10. Consciously care for and maintain all equipment and facilities.

1 1. We should pay attention to mutual cooperation, understanding and communication in our work, and it is strictly forbidden to select committees.

Phenomenon.

12. Fighting is forbidden.

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

14. Have a good working attitude at work.

Management methods and skills of front office manager

The first step to form your own management style is to look at your position in the hotel management team. As the front office manager, you have been given certain management responsibilities, and at the same time, you have been given corresponding management authority. These are the areas where you are involved in management, personal development and restricted in the management team. Although this is a simplified general view of the management team, it will really help you clear your mind. At this point, you need to reflect on your career development goals in this hotel.

As a new manager, the first concept to be emphasized is employee motivation. As a manager, how to motivate every subordinate is a challenge for you. It allows you to put your employees in an ideal state to do a good job. Understanding the needs and goals of each employee is an arduous task for managers, but it is worth completing.

Another goal that the front desk manager should strive to achieve is to achieve the harmony of employees' personalities in the team.

Adequate training for employees will also make the job of the front desk manager much easier. If the training can be well planned, implemented and tracked, the chances of employees making mistakes in their work will be reduced to a minimum.

Employees always have some special requirements in scheduling and other work-related requirements, and you should try your best to meet these requirements.

How to handle guest complaints in the hotel lobby

1, accepting complaints:

(1) Keep calm, and if necessary and possible, invite the complaining guests to the appropriate place so as not to affect other guests;

(2) Listen to the guests' questions patiently in a sincere, friendly and modest manner;

(3) Don't show boredom or anger when listening;

(4) It is not allowed to interrupt the guest's statement;

(5) Never argue or criticize with the guests, and let them calm down as soon as possible;

(6) It is forbidden to use turning words such as "however", "but" and "but" to talk with guests, so as not to irritate them or make them feel that the hotel lacks sincerity;

(7) Tell the guest in a friendly tone that his complaint is completely correct and make the guest feel respected;

(8) Acknowledge and understand the feelings of the guests and try to show sympathy for them;

(9) After the guest has finished speaking, apologize to the guest first and explain that it will be dealt with immediately.

2. Handling complaints:

(1) Ask the relevant personnel what happened and why, and don't listen to one side of the story;

(2) In the case of hotel work mistakes, we should sincerely apologize to the guests, admit the mistakes, and say that we will definitely improve, and give some discounts to make up for the mistakes;

(3) It is to make the treatment result satisfy the guests, even unexpectedly, and give them a surprise;

(4) For the guest complaints that cannot be solved within my authority, I apologize to the guests first, thank them for their complaints, and immediately report them step by step;

(5) Inform the guests of the treatment results;

; (6) Solicit the guests' opinions on complaint handling;

(7) apologize to the guests again.

3. Record complaints:

(1) Record the name, room number, consumption place, unit name, contact information, complaint time, complaint reason and treatment result of the complaint in duplicate on the guest complaint record form;

(2) sorting out complaints from guests;

(3) Submit it to the front office manager for approval before leaving work every day;

(4) After examination and approval, the department shall keep one copy and submit it to the general manager's office;

(5) Write an apology to the guests on behalf of the hotel and welcome them to the hotel again.

Importance of case communication at the front desk

One day, a Hong Kong guest came to the front desk to check in. As usual, the staff in charge of reception asked the guests what kind of room they needed. However, because the guest didn't know Mandarin and his Cantonese level was not good, after trying to explain it to the guest in broken Cantonese, the guest still didn't understand it. When the passenger turned to get his home visit card, the staff asked the bellboy who was proficient in Cantonese for help and asked them to help explain. The employee told the porter what he wanted to explain to the guest, and then he told the guest. The employee's original intention was to reduce the embarrassment caused by communication difficulties and save time, but he did not consider that this move made the guests feel disrespected. Because I am not proficient in Cantonese and don't know much about the psychology of the guests, the guests complain.

Comments:

Because employees can't master the common languages in their work skillfully, it is inconvenient to communicate with guests. When asking for help from other employees, inappropriate body language led the guests to misunderstand the complaint: 1. In the process of serving the guests, we should try our best to communicate with them in their own language. Due to geographical factors, employees may not be able to fully master a language. 2. In communication with people, besides basic ability requirements, tone, expression and body language are also elements of good communication. Try to avoid misunderstanding, understand it when it happens, and follow up to remedy it. 3. We should strengthen the training and study of language skills at ordinary times.