How to do the hotel front desk?

First of all, book individual guests to stay.

1. Confirm whether there is a reservation to the guest, find the guest's name, company name and reservation type from "Today's Reservation", or quickly find the result through the computer; Confirm the room type, room number, house price and price adjustment fund with the guests.

2. Ask the guests to show their certificates for registration and scanning. The contents of the house registration form include: Chinese and English name, gender, nationality, date of birth, name of certificate, certificate number, visa type, visa validity period, arrival and departure date, room number and price.

3. Ask the guests how many days they need to stay, and collect the deposit (credit card or cash, check), cashier deposit standard rent +300 yuan miscellaneous deposit.

4. Make the room card, fill in the welcome card, ask the guest to sign and leave the contact number, and introduce the purpose of the room card.

5. Check whether the scanned information is clear, write down the required items (name, room number, check-out date and room rate) on the registration form, and ask the guests to sign the registration form. (If the scanning information is incomplete, you need to fill in the required fields manually. If the valid certificate is not an ID card, you need to check the visa date, visa number, entry date, entry port, etc. )

6. Return the room card, deposit receipt and guest certificate to the guest, give the room key to the bellboy, and repeat the room number to the guest in a low voice. The bellboy brought the guests into the room and said hello to them.

7. Inform the switchboard and HSKP of the housing number, and the computer will check in.

8. Fill in the relevant contents in the registration form and input the information into the computer and external management system correctly. The receptionist signed the guest registration form.

9. Put all the documents in the account bag and input the deposit into the computer.

Second, individuals do not need to make a reservation.

1, ask the guest if he has a reservation. After knowing that they have no reservation, they will take the initiative to introduce the types and prices of rooms available in the hotel and start selling from the rooms with high prices. If necessary, he can invite guests to visit the room.

2. After confirming the room rate, please show your certificate to register and scan, and confirm the stay days with the guests and pay.

Payment method, deposit collection method. (Cash, foreign currency, credit card, check)

3. Ask the guest the number of days to stay, collect the deposit and the cashier's deposit standard (credit card, cash, check).

Rent +300 yuan miscellaneous deposit.

4. Make the room card, fill in the welcome card, ask the guest to sign and leave the contact number, and introduce the purpose of the room card.

5. Check whether the scanned information is clear, write down the required items (name, room number, check-out date and room rate) on the registration form, and ask the guests to sign the registration form. (If the scanning information is incomplete, you need to fill in the required fields manually. If the valid certificate is not an ID card, you need to check the visa date, visa number, entry date, entry port, etc. )

6. Return the room card, deposit receipt and guest certificate to the guest, give the room key to the bellboy, and repeat the room number to the guest in a low voice. The bellboy brought the guests into the room and said hello to them.

7. Inform HSKP and the switchboard to enter the house number, and the cashier computer will check in.

8. Fill in the relevant contents in the registration form and input the information into the cashier and external computer correctly. The receptionist signed the guest registration card.

9. Put all the documents in the account bag and input the deposit into the computer.

Visiting the room: In order to let the guests know the hotel room more vividly and make them feel that it is worth the money, choose a larger room with a better view from the hotel vacant room for the guests to visit, so as to realize the principle that the guests know the room, choose to stay and arrange to visit the room for the guests to visit. The room to be visited must be sold to the guests, and the price of the room to be visited cannot be higher than the price sold to the guests, so as not to mislead the guests. SHKP needs to be informed before and after visiting the visiting room in order to follow up related matters. Note: No house inspection, maintenance room or dirty room can be arranged.

Third, change rooms.

1. When a guest requests to change rooms, he should first ask the reason why he wants to change rooms. If it belongs to the problem of room facilities, he should change to the same type of room. If the guest room type changes, the new room rate should be confirmed with the guest in advance, and the guest can change rooms only after accepting it.

2. If conditions permit, try to meet the requirements of the guests, and fill in the Notice of Changing Rooms, indicating the number of new and old rooms, price, date and time of changing rooms, etc. Please sign for approval at your convenience.

3. Change the guest's room key. If the guest calls in the room, give the room card to the concierge, and the bellboy will handle it for him. Call HSKP and switchboard.

4. Change the computer data, transfer the guest's original room data into the room, pay special attention to the change of house price, and inform the switchboard to turn off the IDD/DDD telephone in the original room.

5. Distribute the Notice of Changing Rooms to all relevant departments and file it (the first copy shall be kept by the front desk, the second copy shall be delivered to the delivery center, and the third copy shall be delivered to the switchboard).

6, according to the requirements of the guests, notify the concierge to provide luggage service for guests to change rooms.

7, the guest is not in the room, can confirm with the guest.

Changing rooms generally means that the guest is not satisfied with the existing room, or needs to repair the original room for hotel reasons before changing rooms for the guest.

1. The daily night receptionist is responsible for pre-arranging rooms for the team that comes into the store the next day. If there is no room available on that day, the morning shift staff will arrange a room available on that day, with special attention: the team will try to arrange rooms on the same floor.

2. On the computer, the arrival team will check in on the same day and fill in the team arrival information form. Note that the room number should be filled in with a pencil to facilitate the change of the room number.

3. Make the room card according to the departure date of the team, fill in the room number and report it to the switchboard and HSKP. The room number should be reported to the switchboard, so that the switchboard staff can close all the league members' rooms for long distance, and the room number should be reported to HSKP, so that the attendant can evacuate the consumer goods in the league members' rooms in time.

Characteristics difference between team and individual: The basic difference between team and individual in room is that the team has more than five rooms, and the house price of the team is much lower than that of the individual, and the house price is generally kept secret from the resident members and team leaders; In terms of payment, the group room fee is paid by the travel agency. If there is no deposit for incidental expenses in the room, the guest needs to pay it at that time except the rent. Individual customers can spend money anywhere in the hotel within the guest consumption limit, which can be credited to the guest room account and settled uniformly when leaving the hotel. The activities of the players are relatively concentrated, and the time of entry and exit is relatively regular, and the sign-in and check-out are unified.

Room arrangement: Room arrangement is to reserve rooms for guests with reservations. In order to receive guests with reservations more conveniently and quickly, the standard of room arrangement is to confirm the room number in advance according to the order requirements and the reserved room type. Room arrangement needs to be observed: take the floor as the center, arrange as many rooms for the same person on the same floor as possible, and arrange rooms with high floors and large areas for guests as much as possible under the condition of loose rooms.

Verb (abbreviation for verb) team sign-in

1. After the team arrives, confirm the group name, group number, room number and room type to the escort (local escort), and find out the information of the group from "Today's Booking".

2. Verify the advance orders issued by the sales department and the final change information. Including the number of people, the number of rooms and whether the room type is consistent. If there is any discrepancy, you need to accompany (local escort) to make final confirmation with the hotel sales department before you can open the room.

3. Re-check whether the room key is correct and whether the computer room is clean according to the information of the accompanying team. After confirmation, please accompany all members to collect valid certificates for registration, and ask the local escort to sign the registration form of the team to confirm the actual number of rooms opened, and leave a contact number. .

4. According to the payment method of the team, if all the expenses have been paid when the guests arrive at the hotel, they need to confirm with the local escort whether to pay immediately. If the local escort asks to pay them when they check out, the receptionist should try to negotiate to pay all the fees at the latest the night before the team leaves the hotel. Confirm the time of getting up and breakfast the next day. If you check out the next day, you need to confirm the baggage time, inform the operator of the wake-up time, inform the restaurant of the breakfast time, and inform the concierge of the baggage departure time.

5. When the team increases or decreases rooms or adds extra beds, they should contact the sales department in time. The general receptionist has no right to add rooms for the team. If they need to add a room, they should contact the sales department, and the sales department agrees to confirm and sign the team information before adding a room. If it is inconvenient, they can call and follow the written order the next day.

6. Register and scan the valid certificates of all members. Overseas personnel need to fill in the temporary registration form of overseas personnel one by one, and domestic personnel need to fill in the team information registration form and input the information into the foreign affairs office and cashier computer.

7. Give the meal voucher to the team leader or accompanying personnel, and sign for it on the team information, indicating the meal time and place.

8. Collect the room card deposit (300 yuan) and give the room key to the escort or tour leader.

9. Indicate the room number of the accompanying personnel on the "Team Check-in Registration Form" and the list. The receptionist signed it. Confirm the breakfast time of the next day with the escort and inform the restaurant and the concierge of the departure time of the luggage.

10. Call the switchboard and the HSKP team to sign in, register with the computer, completely modify the information, and put all the team information into the "C/I team" folder.

The meaning of local escort: as a tour guide in a local travel agency in Xiamen, full escort is a tour guide who accompanies the team when organizing or sending a group. All room charges and settlement matters shall be confirmed with the local escort, and the room charges of all teams shall be kept confidential with the whole escort and members, and related matters shall be confirmed with the whole escort after the team moves in.

6. Open the door for the guests

1. Say hello to the guest and ask for the room number. Ask the reason for opening the room, show the welcome card to the guest, confirm the name with the guest according to the room number written on the welcome card, and call HSKP after confirmation.

2. If the guest's statement is inconsistent with the computer registration, you need to ask the guest's ID number to check with the computer, or ask the guest to sign and check with RC to confirm his identity. And shall immediately notify AM and refuse the guest's request for room opening. Note: Never give your room card to someone who doesn't match the computer information. Check in for the guests after confirmation.

Generally speaking, it is the guest's request to open the door for the guest. When opening the door for the guests, the receptionist should have the consciousness of protecting the property of the guests, and the hotel has the obligation to maintain the property safety of the guests at all times. Therefore, the receptionist should check carefully when receiving the guest's request for a room, and don't open the door for the guest because of impatience and differences in relevant information, in case some lawless elements lie about a room number and steal it.

Seven, confidential room

1. Guests should be respectful when asking for anonymity.

2. After receiving the guest's request to conceal his identity, confirm with the guest whether it is all confidential or part confidential, and make detailed records, immediately notify the colleagues of the class and the switchboard, and immediately set the computer room as confidential, and record it in the shift book and convey it to other colleagues.

3. When dealing with telephone calls or visitors, only provide information for visitors or inquirers within the scope specified by the guests. You can't tell the inquirer or visitor anything about the guest without the guest's permission.

Eight, for personal awakening.

1. When a guest requests a wake-up call at the reception desk, he should write down the guest's name, room number and the date and time of the wake-up call, check the guest's room number and name in the computer, and repeat the time of the wake-up call to avoid mistakes.

Call the switchboard for room number and wake-up time.

3. Make a record in the wake-up call book and sign the name of the agent.

4. At 23:30 in the evening, the night shift will check all the wake-up service records required on that day with the switchboard to ensure accuracy.

Wake-up service is a reminder of guests' needs. Because the time limit of the guests is more precise, there will be a need to wake up. The receptionist should record the wake-up request clearly and convey it to the switchboard at the first time. If it is impossible to accurately provide wake-up service for the guests due to the receptionist, the hotel needs to compensate the guests for the corresponding losses and investigate the responsibility of the receptionist.

Nine, wake up for the team.

1. When the tour leader requests this service, he should fill in the team name, room number and wake-up time. If the team leader provides the team list and asks for a wake-up, it should be clear whether all guests are required to wake up at the same time. If you don't wake up the guests at the same time, you should confirm the names, room numbers and wake-up time of the guests one by one and check with the team leader.

2. Inform the switchboard to make records.

3. Make a record in the wake-up call book and sign the name of the agent.

The night shift will check the wake-up service record with the switchboard at 23:30 to avoid mistakes.

10. Leave a message for the guests who have not arrived at the store.

1. After receiving the message request, prepare a message sheet, ask the name and room number of the guest who needs to leave a message, and check whether there is a reservation and the arrival date and time through the computer.

2. Record the name and location of the person who left the message on the list of international students, ask and listen carefully, accurately record the content of the message, and repeat the content of the message to ensure it is correct.

3. Write down the phone number of the person who left the message, and tell the person who left the message that the message will be forwarded in time when the guest checks in.

4. Mark the date and time on the information sheet and sign the name of the recorder.

5. Book a message sheet with guest reservation information and hand it over in time when the guest checks in.

6. Write a good log record.

For the guest's message, the receptionist should pay attention to give it to the guest at the first time without delay or omission. When leaving a message for a guest, write down the name and contact information of the other party so that the guest can contact the person who left the message. At the same time, the message will be conveyed to the message taker in time because the message taker did not arrive at the store for special reasons.

Xi. Guest's message

1. After receiving the message request, prepare a message sheet, ask the name and room number of the guest who needs to leave a message, and check whether the name and room number provided by the other party match in the computer.

2. Record the name and location of the caller on the message sheet, ask and listen to the recorded message carefully, and repeat the message content to ensure it is correct.

3. Write down the telephone number of the person who left the message, tell the person who left the message that it will be conveyed in time, and indicate the date and time on the message sheet, and sign the name of the recorder.

4. Ask the bellboy to send the information to the room, fill in the delivery record book and write down the shifts. After that, the bellboy will put the message sheet on the bedside table.

Leave a message for hotel guests, ensure that the message speed is fast, and pay attention to concise language when filling out the message form.

Twelve, individuals leave the store

1, greet the guests first. You can say, "Hello, sir/madam/miss. Do you want to check out?

2. Take back the room card and relevant deposit documents to confirm the room number with the guest and ask if there is any luggage in the room.

3. Call HSKP and the switchboard.

Please have a look at the printed bill and check whether the total consumption of the bill is consistent with the total consumption of the computer. At the same time, check whether there are other accounts under the names of all registered guests in the room, take out all guest consumption documents from the account bag and check them one by one, and supplement them in time if there are any omissions.

5. Ask the guest the date of the invoice and the method of filling in the payment form.

6. Explain the bill to the guests. The guest has questions.

7. After the guest checks out, ask the guest how to check out? Cash, credit card or check, if the deposit is cash and paid by credit card, the cash will be returned to the guest; If the guest spends by credit card, it will be converted into cash payment, and then fill in the "cancel pre-authorization" item in detail, and give the original card form to the guest to tear up, and explain that the hotel will cancel the original pre-authorization amount; If the guest pays by credit card, politely ask the guest for the credit card and check the card number to prevent the card given by the guest from being inconsistent with the original authorized credit card. Trade on the corresponding POS machine, print the card form and ask the guest to sign it. Domestic cards need to copy the guest's ID number from the back of the credit card. (If there is no record on the back of the card, please show your certificate politely) and check the cardholder's signature. For overseas cards, you need to check the cardholder's signature.

8. After normal rounds, the room attendant will issue an invoice for the guest, collect the consumption amount, fold the first bill and stamp it with the "Invoice Issued" seal, put it in an envelope together with the invoice and credit card consumption receipt, and hand it to the guest with both hands. Please sign the cash payment voucher and give it to the guest together with the change, and quote the amount.

9. Send greetings and say goodbye to the guests politely.

10, computer settlement, timely settlement, relevant documents bound and sealed, and put them in the designated location.

Thirteen, the team left the store.

1. Print a detailed report of the group's consumption after receiving the departure notice. Please sign the bill with the local escort to confirm the consumption amount. Note: the personal expenses of the group during their stay in the hotel are paid by the members themselves.

2. Collect room cards, report the rounds to HSKP in time, report to the local office and VOD, and fill out the team check-out rounds form in detail.

3. Check whether there are other expenses in the accounts of all team rooms A, and avoid bills if there is an immediately confirmed payment method.

4. Confirm the rounds with HSKP in time, and pay attention to inform HSKP again after recovering the room card, so as to save the time for the team to wait for rounds.

5. Make sure all the room rates have been settled.

6. Check the records on the computer to confirm the travel expenses. If the fee is not settled, it can be charged directly to the tour guide. If you want to charge, you should ask the tour guide to sign the bill to confirm the account, and you can charge directly. If the payment method changes, you should contact sales in time. The cashier has no right to collect tour fees (please confirm with the local escort when communicating with the team about consumption).

7. After confirmation, confirm the payment method with the payer, cash, credit card or check.

8. After all rounds of 8.HSKP are normal, invoices will be issued for collection.

9. Say goodbye to guests and wish them all the best.

1 1, the computer handles the accounts and settles the accounts in time.

Fourteen Late check-out

1, every day at noon 13:00, the receptionist prints out the list of guests who should leave the hotel that day, and submits the list to the assistant manager in the lobby, who will handle the extension work.

2. Understand the payment method of the guests who should leave the store but have not left the store.

After receiving the guest's request to postpone the departure date, you should immediately check the computer to determine whether the room has been reserved. If there is no reservation, guests are allowed to stay in the original room; If there is a reservation, change the reserved room and still let the guests stay in the original room. One thing to note is that in principle, if the room reservation is not full, the guest's request for room extension should be met.

4. Check the guest's consumption, confirm the extension date with the guest, find out whether the balance in the guest's account is enough to pay for the extended days, supplement the deposit according to the consumption limit, and replace the room card.

5. After the room extension formalities are completed, the departure date in the computer and manual registration form should be changed.

6, write a good shift.

When the check-out time required by the reception guest exceeds the specified check-out time (12: 00), the reception staff can allow the guest to delay the check-out time according to the availability of the house on that day (before 12:30: 00), and if the room has been reserved on that day, politely refuse the guest and make an explanation. If the guest requests a delay of more than the specified time, or requests a delay in check-out in the case of room reservation, the receptionist can't decide and contact the assistant manager in the lobby in time.

Fifteen, print the report

1, the front desk staff should carefully check all kinds of reports every day to distinguish the printing time, usage and methods of the reports.

2. A copy of REC003 must be printed to the switchboard at 13:00 every day.

3. Report management. In principle, the report is a confidential document within the hotel. The front desk personnel are not allowed to print the report to others except the designated distribution department.

Report distribution: CHA206 5 copies (General Manager Guo, Front Office Department, Sales Department, Housekeeping Department and Rehabilitation Department)

Sixteen. Use of guest safe

1. When receiving a guest's request to use the safe, first ask the guest's room number and name. After checking with the computer registration information, fill in the safe record card, fill it in column by column, and ask the guests to sign at the signature place. In the process of filling in, the waiter prepares the safe for the guests to use.

2. After the receptionist at the reception desk checks and fills in the correct information, fill in the box number and the key sender.

3. When the guest opens the safe in person, ask the guest to put the stored items in the safe, lock the door in person, give the key to the guest, and explain to the guest that the key is the only key to open the safe and ask the guest to keep it himself. If it is lost, it will cost 65,438 yuan+0,000 yuan, and it can only be opened after the guest takes the key and signs it.

4. When the guest asks to open the safe, ask the guest whether to open it or take it back, find out the registration card according to the key number provided by the guest, and fill it in column by column. Registration contents include: unpacking time, room number, guest signature, etc. , and when the signature is consistent with the signature when keeping, open the safe for the guests.

5. Note: The signature of the guest should be consistent with the signature under the registration card before taking money and goods. If the signature of the guest is inconsistent with the signature on the registration card, you can ask some special numbers of the guest, such as the guest's ID number, ID number, birthday, etc. If the number mentioned by the guest is inconsistent with the computer, please contact the assistant manager in the lobby immediately. If the general signature is inconsistent, it will not be handled, and contact the assistant manager in the lobby in time.

6. Bind and seal the safe deposit box card returned by the guest.

The safe is the place where the hotel provides valuables for the guests, and the receptionist has no right to ask about the items stored by the guests. The receptionist needs to open and close the safe in front of the guests. The receptionist is not allowed to take things from the box for the guests.