What are the duties of a hotel receptionist?

1. Maintain correct appearance and behavior at work, and the service language should meet the requirements of the resort.

2. Greet the guests with a smile, and provide the service of closing the car door and hall door for the guests, leaving a good impression on the guests.

3. Actively help the old, weak, sick and disabled guests and provide necessary services.

4. Help guide the traffic in front of the door, be familiar with the taxi business, and help the guests call a taxi.

5. Assist the bellboy to load, unload and carry luggage for the guests.

6, to assist security personnel to do a good job of safety inside and outside the hall, report in time when problems are found.

7. Cooperate with relevant departments to be responsible for the sanitary conditions and equipment in the post area, and report any problems found in time.

8, strive to complete the task assigned by the foreman, obey its command, and accept its supervision. Maintain good relations with superiors and colleagues, and create a harmonious working atmosphere.

9. Take care of the umbrella stand in front of the door, put it at the door in rainy days and put it away in sunny days.

Different hotel receptionists have slightly different responsibilities.

Body language knowledge:

Respect guests' private space. Generally speaking, when talking with foreign guests, you should keep the distance between your bodies, and the scale of half a meter is better. If the guest goes straight ahead when talking to him, maybe you are too far away from him; If he keeps backing away, you may get too close to him.

Understand gestures that indicate fatigue and irritability. Ordinary guests, especially tourists with jet lag, may feel tired or upset within a few minutes of waiting for check-in or check-out, and their feet will swing a little at this time. According to the survey, most people will do this after 15 minutes.

Be aware of guests' nervousness and anxiety. When guests come to the hotel for the first time, it is inevitable that they will feel strange. Usually, guests put their arms on their chests, which means they are nervous or defensive. At this time, the waiter should infect the guests with his enthusiasm. When talking with guests, he should pay great attention to the action of the guests tapping the desktop with their fingers or pencils, which is a signal of disapproval. That's what graffiti on paper means.

Correct service etiquette is a good start to make guests feel comfortable. Smiling and eye contact are very important when dealing with guests. In public places, smiling eyes and greeting language have the same meaning. If a strange foreign guest walks up to you and smiles at you, he will say "hi" or "hello". It's just a courtesy, but it doesn't mean that he will stop talking to you. It should be noted here that it is impolite for China to stare at people all the time, but if you don't look squarely at Americans, they will think that you are avoiding the problem, insincere and untrustworthy.

Body language reveals the truth. Body language usually expresses the truest thoughts and feelings, because it is easy for a person to lie, but it is very difficult to make body language lie. When we correctly understand the guests' intentions, we can take corresponding actions.

The information revealed on the feet. In the hotel lobby or banquet hall, two guests stand and talk. If two people face to face and talk very closely, it can be said that the relationship is extremely close. Don't disturb the guests unless there is something urgent at this time. On the other hand, if the shoes of two guests are at right angles, or stand apart at an angle of about 60 degrees, it can be considered that their relationship is not too deep, and the space for the third party to intervene is fully reserved. At this time, the waiter can intervene appropriately.

When the guests are dissatisfied, learn to listen attentively, use positive body language to ease the mood of the guests and show your concern for them. Body language is also an auxiliary tool for effective listening. In the face of complaints from guests, although you may not be able to speak, you also convey a lot of information through body language. If you fiddle with your hair, look around or knock on the table with your fingers, the message the guest receives is that you are not listening, which will not only solve the problem, but also "add fuel to the fire" for the guest. Positive body language includes leaning forward, smiling, ensuring eye contact and so on. The key to improving "listening" is that it is not enough to listen by yourself, but also to let the guests know that you are listening.