What do you need to pay attention to when you are a hotel receptionist?

? The concierge takes the guests to the front desk. The receptionist at the front desk should first face the guests with a smile and greet them politely when they reach the front desk for 1 meter. For example, good afternoon, Mr. Wang.

2

? When a guest arrives at the front desk, the right to speak must rest with the receptionist. You can't wait for the guest to say it, but after greeting, ask the guest "What can I do for you" (be sure to address you respectfully). At this time, guests with reservations will say "I have a reservation", then the next step is the formal reservation reception; For those who have not made a reservation, they must ask "what room is available" or directly ask about the room price, then it is about the reception of individual guests (each hotel has a different SOP). No matter what kind of reception process, there is a consistent time limit, so all processes should be completed smoothly.

3

? In the reception process, the information that must be confirmed with the guests includes: room type, room price, departure date and number of people staying. After this series of confirmation, there must be a check-in registration form that needs to be signed by the guests. Remember to present it with both hands when holding a pen and paper, point the pen at yourself and ask the guests to sign it.

4

? There should be no silence in the middle of the guest's signature. This is the time to test the receptionists' adaptability, and you can mention the hotel's service items to the guests. This should be the most appropriate topic. For example, some five-star hotels can swim or exercise for free with their room cards, which are places where guests feel that the service is in place.

5

? There is definitely a charge for staying in a hotel. Receptionists usually charge a deposit. So how do you ask for this deposit? You need to pay attention to your tone. You can use "Mr. Wang, how do you pay your deposit?" Credit card or cash? " Be sure to avoid such blunt terms as "how to pay the money".

6

? Finally, the room card and deposit slip are handed in with both hands. This time is not over. It is also necessary to point to the direction of the elevator and tell the guests which room the room is on, so as to prevent the guests from wandering around the hall and finding the entrance. And finally, wish the guests a happy stay in the hotel, and a series of check-in procedures will end.