Hotel front desk management knowledge

With the rapid development of China's tourism industry, the domestic hotel industry has achieved unprecedented rapid development. Front desk management is very important for hotels. The following is the content about hotel front desk management knowledge compiled by me to provide For your reference and understanding, I hope you all like it!

Hotel front desk management knowledge

1. Start time: nine in the morning, four in the evening, change on time Wear work clothes and prepare for morning and evening meetings.

Regular meeting content: All work arrangements, lunch and dinner time work content, including: special promotion, sales, dining room reservations, and supervision of all pre-meal preparations.

2. Strictly abide by working hours. Arriving late, leaving early, taking off work, or skipping work is not allowed unless there are special circumstances.

Employees are allowed to be late "within ten minutes" three times a month under special circumstances, and the full attendance bonus for the month will be deducted for more than three times. Employees enjoy four days of paid public holidays every month. Application for public holidays must be arranged in advance. Temporary leave on the same day will not be granted without special circumstances. In addition to normal public holidays, a hospital certificate is required for sick leave. One day will be deducted for one day, two days will be deducted for one day for personal leave, three days will be deducted for one day of absence from work, and the employee will be removed from the company if he or she is absent from work for more than three days, and the risk deposit will not be returned. If an employee resigns, he or she must submit a resignation application in advance. After approval by the manager, he or she will be allowed to leave the job within one month.

3. When new employees arrive, they are required to pay a copy of their ID card. Within one month, work clothes are not allowed to be worn privately. New employees must pay a dormitory deposit of RMB 300 in advance and understand the dormitory management system and regulations in detail. Upon resignation, the supervisor shall take back the employee's work badge and all work supplies, and record them as evidence.

IV. Daily appearance inspection

Clothing work shoes must be neat and free of oil marks.

Nails are not allowed to be too long, dark nail polish is not allowed, and exaggerated jewelry is not allowed.

Male voices are not allowed to have beards and hair cannot go past the ears.

Girls must wear light makeup and their hair must not go past their shoulders.

5. Employees are not allowed to use the hotel phone or answer calls, chat online, or send text messages during working hours. Employees are not allowed to go out to meet with guests during working hours.

6. Employees should maintain a standard standing posture during working hours, keep their chest straight and their abdomen straight, their hands naturally crossed in front of the body or hanging down on both sides of the body, keep a smile on their face, and do not lean on anything behind them when standing. Front desk staff must use standard service terms. For example: Hello, good afternoon, good evening, welcome. May I ask how many sirs you have? What is your surname? Nice to meet you. I am happy to serve you. I am sorry to keep you waiting for a long time. Please wait a moment. Please come inside. I hope you enjoy your meal here. I'm really sorry. The gentleman you mentioned has not arrived yet. Can you please contact me by phone? The living room is being tidied up. Could you please wait a moment? Turn around slowly and ask what you need. , can you order now? Please pay attention to the menu being repeated to you now. I'm sorry I didn't hear clearly. Can you say it again? Please walk slowly. Thank you for your patronage. Thank you for coming. Goodbye.

7. Seventeen Don’ts in Front Desk Work

Do not pick your nostrils, do not pick out your ears, do not scratch your hair, do not cut your nails, do not stretch, do not burp, and do not sneeze. , do not pick teeth, do not hum songs, do not drink water in front of guests, do not eat bubble gum, do not fight with each other, do not joke, do not whisper, do not point, do not speak loudly, do not imitate guests.

8. Every day at 11 a.m. and 5 p.m., the manager will check the hygiene and meal preparation work in the individual sharing area.

Including the cleaning of the living room walls, floors, tabletops, chair surfaces, and reception desks, the cleaning of tableware and the placement of tabletops, whether the warm pots, teapots, table cleaning trays, toothpick holders, and ashtrays are prepared. For hospitality status.

9. The content of the duty handover of the front desk staff is as follows:

The consumption situation of all dining guests "including after the account"

The sanitation, lighting, and layout of the area they are responsible for Wind, items, tableware, etc.

Whether the customer deposits money in advance and whether there are items in the store.

The night shift staff must complete the finishing work before leaving get off work; including cleaning all countertops, floors, teapots, turning off air conditioners, lights, exhaust, closing windows, cleaning all cups and emptying garbage baskets after guests leave. null. If the off-duty personnel fails to hand over get off work properly, they will be responsible for any consequences.

When the front desk staff takes over the shift, the wine cover fee that has been opened before 2 pm and 9 pm belongs to the front desk attendant, and after the handover, it belongs to the staff on duty.

10. The front desk service personnel are responsible for taking care of their desks. If the platform is damaged due to negligence, the desk attendant will be fully responsible.