What are the key points and responsibilities of a hotel lobby manager?

1. Job Introduction

The Assistant Lobby Manager is the representative of the general manager of the hotel. He is responsible for handling daily complaints and opinions from guests, and balancing and coordinating the relationship between various hotel departments and guests; Internally, he is responsible for maintaining the normal order and safety of the hotel, and supervising and cooperating with the work of various departments.

In today's unique national conditions and fierce market competition in China, in order to enable the assistant lobby manager to truly play the role of the general manager's right-hand assistant, combined with the hotel's operating policy, the characteristics of the enterprise and management requirements, special Formulate the work procedures and job responsibility system of the Assistant Lobby Manager from the aspects of the Assistant Lobby Manager's work principles, responsibilities, authority, and work content, and accept the supervision of various departments accordingly.

3. Working principles

1. Customer first, service first.

2. Protect the legitimate rights and interests of the hotel, guests and employees in accordance with the law.

4. Responsibilities

1. On behalf of the general manager, accept and handle all complaints from hotel guests to all departments and regions

(including individuals) in the hotel, and listen to various opinions and suggestions from guests;

2. Work with relevant departments to handle accidents (casualties, homicides, fires, thefts, natural disasters) that occur to guests in the hotel;

3. Answer guests' inquiries and provide necessary help and services to guests (reporting loss, calling the police, searching for persons, and finding objects);

4. Maintain guest safety (prevent drug abuse, whoring, prostitution, gambling, playing dangerous games, alcoholism, disputes between tenants, etc.);

5. Protect the hotel's interests (claims, collections);

6. Collect guests' opinions and report them to the general manager and relevant departments in a timely manner;

7. Maintain the order of the lobby and nearby public areas and the tranquility and cleanliness of the environment;

8. Supervise and inspect the work and discipline of staff in the lobby (front desk, finance, security, housekeeping, greening, catering, power, automobile and other departments);

9. Assist the general manager or represent the general manager to receive V. I. P. and business floor guests;

10. The night shift assumes part of the work of the general manager on duty in the hotel; in case of special or emergency situations, it must be reported to the superior in time;

11. Introduce and promote various hotel services to guests;

12. If problems are discovered within hotel management, solutions should be proposed to the top management of the hotel;

13. Assist various departments in maintaining the relationship between the hotel and V. I. P. Good relationship with customers, regular customers and business customers;

14. Responsible for supervising the collection of high-value accounts;

15. Regularly visit various important guests; listen to opinions and organize them for submission to the general manager's office;

16. Complete various tasks temporarily assigned by the general manager and front desk manager;

17. Participate in the internal management of the front office department.

5. Permissions

1. When accepting and handling each specific incident or performing a specific work, management requirements can be put forward to the relevant departments; in case of special circumstances, the general manager on duty must be consulted or negotiated with the relevant departments before handling, and the handling shall be carried out according to the general manager or each department. Implement various management regulations issued by relevant departments;

2. In daily work, employees (below the supervisor) who violate disciplines in various departments can be verbally criticized, warned, issued notices of fault, deducted salary, or recommended to the Human Resources and Training Department for suspension or expulsion; for managers, assistants and above who violate rules and disciplines, Relevant facts can be reported to the general manager and the personnel training department for discretion;

3. The following passengers may be refused accommodation: those who are sick, those who are drunk and causing trouble, those who cannot pay the rent, those who are unreasonable, those who do not follow the registration procedures, those who bring pets into the room, and those who violate the hotel accommodation regulations.

6. Work Regulations (3) Morning and noon shift work contents:

1. Sign in;

2. Read the shift book and understand what happened that day;

3. Reading day V. I. P. Reports, room status tables, and understanding of the day V. I. P situation (arrival time, reception staff, banquet, car, itinerary, arrangement, room arrangement, etc.) room opening situation, group arrival situation;

4. Understand and master all relevant hotel policies, construction arrangements, and banquet arrangements that are sent to the lobby assistant manager team every day;

5. Check the collection record book to understand and grasp the collection situation in order to do a good job in collection work;

6. Understand the general manager on duty that day and the managers on duty of each department;

7. Hand over the "pager", "walkie-talkie" and "master key", and sign in the shift book;

8. Follow up and complete the unfinished work at work;

9. Check the working conditions of various departments in the lobby (discipline, appearance, appearance, etc.);

10. Control and manage the flow of guests in the lobby (especially those leaving the hotel in the morning, visitors visiting the hotel during holidays, and taking photos, and the children they bring);

11. In V． I. P. Complete inspection one hour before arrival V. I. P. Room preparation (please make sure all departments provide the V.I.P. guest name, identity and accurate arrival and departure time and other information in detail);

12. On behalf of the hotel, V. was greeted at the hotel gate. I. P, take the guest to the room and assist V. I. P. Go through registration procedures;

13. On behalf of the hotel, welcome the guests staying on the business floor of our hotel and lead the guests to the business floor to complete the check-in procedures;

14. If necessary, in V. I. P. During the stay of business guests and business guests, represent the hotel to

V. I. P. Rooms and business rooms show respect and care and listen to opinions;

15. Be ready to provide all necessary assistance and services to guests at any time and answer all inquiries from guests;

16. Be ready to handle guest complaints and matters that occur within the scope of responsibility at any time;

17. Detailed shift records must be kept for everything that happens on duty, including time, location, room number, name, identity, contact number, address, incident history, processing results, etc.;

18. Receive the items left by the guest, fill in the registration form for the items left by the guest, and notify the relevant departments; when returning the items left by the guest, ask the guest to fill in a receipt;

19. When receiving items specially requested by the guest, fill in a power of attorney and sign it; when returning the items entrusted by the guest, ask the guest to fill in a receipt;

20. Inspect all parts of the lobby, the east gate and the parking lot on the second floor, and deal with problems in a timely manner (sanitation, employee discipline, lobby lighting, etc.);

21. If necessary: ??The problem must be handled immediately and reported to the relevant management personnel (front desk manager, general manager on duty, general manager);

22. Handle correspondence between the hotel and lobby assistant managers and guests;

23. Every Sunday, compile a weekly report with reference value content within the week, and attach the analysis opinions and suggestions of the assistant lobby manager team to the general manager (the senior assistant lobby manager is responsible for preparing it);

24. Every Tuesday, the senior assistant lobby manager or a designated assistant lobby manager will attend the weekly manager meeting hosted by the general manager;

The main job responsibility of the assistant lobby manager is to receive everyone who encounters difficulties in the hotel on behalf of the hotel. For guests who need help, they will solve it within their own scope of authority, including answering their own inquiries, solving their problems, handling guest complaints, etc. Therefore, the assistant lobby manager is the bridge between the hotel and the guests and an important link in the hotel establishing good guest relations.

Responsibilities of the assistant lobby manager

1. On duty every day, you must carefully read the relevant information of the sales department, guest room department, and catering department, and understand the arrival of VIPs, guest room occupancy rate, Banquet reservation status or other important information, make all work arrangements.

2. Read the shift log and follow up on the work assigned by the previous shift

3. Answer the phone politely, handle the questions raised by guests and related work that needs to be coordinated by other departments .

4. Handle customer complaints.

1. Listen to guests’ complaints, keep a cool head, smile, listen carefully, and take notes to show that you take them seriously.

2. Don’t rush to defend any complaints, especially grumpy guests.

3. Express concern, sympathy and understanding for guest complaints, but do not rush to apologize.

4. After listening to the complaint, you can immediately determine that the hotel made a mistake. You must immediately apologize to the guest, handle it, and solicit the guest's opinion on how to resolve the complaint to show that the hotel values ??the guest. .

5. When the complaint handling involves other departments of the hotel, the department manager should be notified immediately to find out the facts and deal with it. The assistant lobby manager must follow up the incident.

6. After handling the guest's complaint, express concern, sympathy and apology to the guest again to eliminate the guest's unhappiness caused by the matter.

7. At the same time, notify relevant departments to pay special attention to guests who complain.

8. Record in detail the name, room number, time of complaint, cause of complaint and handling results of the complaining guest. Compile major complaints or important opinions into documents and submit them to the general manager for approval.

9. Record events in detail in the lobby log.

5. Conduct necessary inspections of public places such as restaurants, guest rooms, lobbies, passages, etc., conduct necessary supervision on the service quality of various hotel positions, and provide timely suggestions or opinions when problems are discovered. Decisive measures should be taken when necessary.

6. Provide necessary services to guests.

7. If you encounter major problems, you must promptly report to the hotel’s leader on duty and obtain relevant work instructions.

8. Complete other tasks assigned by superiors.