What are the service processes of hotel reception?

Check-in procedures and precautions for receiving individual guests:

1. When the guest enters the hall and is two meters away from the front desk, look at the guest, smile at the guest and say hello.

(1) If you answer the phone, just look at the guest and nod and smile to signal the guest to wait.

If you are dealing with the documents at hand, you should always pay attention to the arrival of guests.

2. Confirm whether the guest has made a reservation.

(1) If a guest has made a reservation, please wait a moment and check the reservation according to the name or company used by the guest when making the reservation.

(2) If the guest has no reservation and has a room available, he should introduce the type, price and location of the room that can be rented to the guest. Wait for the guests to choose and answer their questions. If there is no room available, you should apologize to the guest, introduce the situation of the nearby hotel to the guest and ask if you need help. We can help them contact.

(3) If the guest just asks, not checks in, be patient and answer the guest's questions and welcome the guest.

3, check-in registration

(1) Take the upper end of the accommodation registration form and the lower end of the pen and give it to the guests to fill in.

(2) Verify whether the witness cards are consistent, and scan and save the certificates.

(3) Check whether the accommodation registration form is complete. If there are any missing items or unknown information, they should be supplemented or supplemented according to the document requirements. If the guest has no valuables to deposit, please sign in the lower right corner of the registration form. And write down the license plate number.

(4) Confirm the payment method (debit card, credit card, cash,).

(5) Give the certificate and room card to the guest together, and remind the guest of the approximate location of the room where he lived for the first time.

(6) If there are large pieces of luggage, please ask the bellman to carry them.

(7) Notify the housekeeping department and the general computer room, and input the check-in information into the computer.

(8) Write the names of several people on the registration form for opening the door. When you check in, you should ask the guests how many days they will stay, so that you can swipe your room card for a few days and collect a deposit for a few days. At the same time, the time on the computer should be consistent with this to facilitate the floor. Stick to the last name.

(9) The deposit form for overnight guests should be written separately, and the registration form should also be written separately.

(10) When checking in, guests should take the initiative to ask whether to keep it secret. For telephone inquiries, ask them if they want to transfer, and don't tell them the room number.

(1 1) Guests or VIPs with birthdays should inform the Butler Center in time.

Requirements for expanding information hotel front desk:

1, has a good professional image and temperament, and knows basic reception etiquette;

2. Fluent standard of Mandarin, strong language expression ability and strong sense of confidentiality;

3. Familiar with administrative and office management related workflow, good communication, coordination and organizational skills;

4. Skilled use of office automation equipment and office software;

5. Good teamwork ability, high sense of responsibility and proactive working attitude;

6, good at communication, lively and cheerful, articulate;

7, good at welcoming, good at contact and guidance, sensitive;

8, soft voice, rich affinity;

9. Be good at dealing with emergencies;

10, the front desk reception itself is not divided into men and women, but because of the temperament characteristics, women are more suitable than men.

Baidu encyclopedia-front desk reception