How to do the work at the front desk of the hotel?

The front desk of a hotel refers to the receptionist at the entrance of the hotel, whose duties generally provide reception, reservation, inquiry, checkout and other services for guests. Provide active, enthusiastic, patient, meticulous, accurate and efficient services at any working time, serve wholeheartedly, entertain guests diligently, strictly implement the service standards of the hotel, and strive to establish a good brand and reputation image of the hotel.

The following are simple responsibilities and operating procedures for reference:

Check in for guests

1 When guests enter the door, the front desk is responsible for reception. Say welcome first, then say hello, and finally ask the guests' needs.

The reception service should be soft and friendly, starting with the word "please" and ending with the word "thank you", and "I'm sorry" should always be on my lips, so as to see the guests off without forgetting "goodbye".

Accurately grasp and understand the room status, price and other information at any time, and actively and effectively promote rooms and services.

According to the needs of guests, introduce the room type and charging method.

5. Confirm the guest's stay days, specify the deposit (for long-term guests, try to collect more deposit) or rent, and confirm the payment method.

Employees should be familiar with the hotel's long-term guest agreement and the contracts of various units, especially the discount and debit agreement.

Issue deposit slips and receipts to guests. Room notice and room card, and finally warmly remind guests of matters needing attention in the hotel and enjoy their stay.

Take care of the guest information and don't disclose it easily.

According to the guest's requirements, in the computer system management or handover, PS tenant's agent matters: wake-up service, do not disturb and so on.

10 the front desk should check the room status with the floor at any time to avoid mistakes in the process of renting.

Responsible for booking sales rooms

1 Received a call from a guest to reserve a room (answered in standard language).

Ask the name of the person who made the reservation. May I know your name, sir and madam? Just a moment, please?

Check the occupancy rate of the computer and whether to accept the reservation (arrival time, required room type, approximate stay days).

Accept the reservation and confirm the information with the caller. (Booker's name, check-in guest's name | Unit, check-in and check-out time, room number, room type and room price. )

Determine the payment method and contact information with the person who booked the room to facilitate contact, and explain the latest check-in time to the guests.

6. Repeat all the records to the reservation person and enter them into the computer system after confirmation. (Thanks for calling to make an appointment)

If the reservation information is very important, you need to give it to the next staff member orally, so be prepared.

3. Check out the guest.

1 There is still half an hour before the check-out time. Ask the floor attendant or call the tenant (Mr &；; Hello, miss, this is the front desk. Do you want to update your room today? Whether to check out, pay attention to the classification of check-out tenants and renewal tenants.

When checking out, guests need to get back the deposit slip and room card. And inform the floor attendant to make rounds. (whether the paid articles and furniture configuration are damaged) and according to the computer or work order records, check the rent, telephone charges or other service fees payable by the tenants in detail, list the consumption details to the guests, deduct the consumption expenses, and return their room deposit after receiving the notice of floor rounds.

3. Organize the accounts of "open check-out" guests every day and report the abnormal situation.

Tell the guests to walk slowly. Welcome to visit next time.

In addition, as the front desk service staff of the hotel, it is our duty to satisfy every customer's service, so we should do the following:

1 Listen to and handle guest complaints with a positive attitude.

Empathy, empathy, put yourself in the guest's shoes.

Meet the needs of guests as much as possible without violating the rules and regulations.

Tolerance, patience, whatever the reason, don't argue with the guests, give the reasons to the guests.

5 try to maintain the self-esteem of the guests, even if the fault lies with the guests, try to "take a ladder" to let the guests step down.

Maintain the image and reputation of the hotel and don't give up on the principle. But always pay attention to the expression of language:

A looks natural and generous, not flustered and absent-minded.

B the tone should be soft, not too loud. Talk to guests in a tone of discussion or inquiry.

C speaking posture, when discussing with guests, don't move too much, don't dance, don't point at people, and don't cross your hands on your chest.

Any comments and complaints of the guests should be clearly and reasonably explained or explained, and the serious situation should be reported to the superior leader immediately.

Thank the guests for their reasonable suggestions, criticisms and complaints, and explain to them that they will be adopted when the department conditions are ripe.