What are the polite expressions at the hotel front desk?

The hotel front desk is the facade of the hotel, so what etiquette should the hotel front desk staff pay attention to? The following is the courtesy etiquette of the hotel front desk compiled by Bian Xiao, hoping to help everyone!

Hospitality at the front desk 1. Work in order.

Reception at the front desk is the first and last link in serving guests. Work should be orderly and efficient, so as to do things first, ask questions second, greet guests third, and say: Excuse me, please wait a moment. ? If there are many people at the time of registration, be sure to keep calm and orderly when opening the room, make a good explanation, improve efficiency, increase the number of people when necessary, and don't keep the guests waiting for too long.

2. Have a kind attitude

Reception guests should be kind and gentle, look at the guests, articulate.

Enthusiastic and quick

The reception work of the front desk staff in many hotels is very busy and changeable, and the guests who come to the front desk are varied and have their own needs. Therefore, the reception work at the front desk should always be warm, fast, hospitable, elegant and polite, which will help to influence and determine the time for guests to stay in the hotel. If the front desk staff is cold or rude to the guests, they will alienate them, leading to dissatisfaction or early departure.

4. Good posture

Generally, the front desk staff can't sit down until after 1 am. When the guests come, they must stand, have a correct posture, don't smoke, don't lose their manners and stagger.

be concentrated

Concentrate on your work and don't make mistakes. The guest's name must be clear. It is impolite to make mistakes or mispronounce a guest's name. You can't answer the phone while serving the guests. In a post, you can't just talk to a familiar guest for too long. Don't do several things at the same time, lest you lose your concentration and make mistakes.

Learn to observe

People come and go in the hotel, celebrities, entertainment activists and politicians are frequent visitors to the hotel. The staff at the front desk should learn to observe and record the personal information of the guests for future use.

7. Treat guests equally

Treat all the guests equally, and take care of important guests or regular customers quietly, so that they feel different, superior, valued and respected. In fact, every guest is looking forward to being received by a private person or individual.

8. Fulfill all commitments

If you can't fulfill all your promises to your guests, you should tell them directly and sincerely that you have no choice, and at the same time, you'd better introduce other places that can meet their requirements.

9. Handle guest complaints.

Receive complaints from guests who have just checked in and deal with them in time. For example, if a guest complains about a service or equipment maintenance problem, he should apologize first, then thank the guest for reflecting the matter and say that these problems will be reported and corrected. The specific way is to record the form of reporting on the complaint form or report to the manager, so that the hotel can take necessary actions to correct the problem and prevent such problems from happening again. If the guest is still dissatisfied with the maintenance of the hotel or equipment, please ask the boss for help to avoid making the guest dissatisfied.

10. Improvisation performance

The main service desk is that employees should be resourceful and good at doing things. When guests stay in hotels, unexpected things often happen, such as sudden illness or even death at night, or failure to book air tickets. They will ask the front desk staff for help. Therefore, the front desk staff should have the ability to deal with emergencies, be ready to deal with all kinds of accidents at any time, give full play to their wisdom and handle them properly, so as to be calm in the face of chaos, calm in the face of crisis and handle things well.

Courtesy at the front desk of the hotel: (Welcome guests)

Hello, welcome! Good morning. Good morning. Afternoon? (used when meeting at night) Good evening.

Reservation courtesy: (room reservation)

Excuse me, sir/madam, when did you book the room and how many days are you expected to stay?

Sir/madam, we have warm apartments, private rooms, intelligent entertainment apartments, executive apartments and luxury apartments. What kind of room do you need? How many rooms do you need?

Sir/Miss, for a business/conference/tourist like you, we have a * * * * * room here, and the discount price of the room is * * * yuan, excluding breakfast.

Do you have any special requirements for the room, sir/madam?

Sir/madam, is it convenient to leave your contact number, fax number and email address?

Would it be convenient for you to tell us your arrival time, sir/madam? So that we can serve you better!

Sir/madam, you have reserved a room, and the room number is * * * * * *. Is there anything you need to change?

Sir/Miss, the hotel is located at No.0/6, Changfeng West Street, Wanbailin District, Taiyuan City. You have booked a room in * * * *, and you need a room permit for hotel registration. For your convenience? Is your friend staying? Your friend has an ID card. Will you sign in? The team needs to pay a deposit of RMB * * * before moving in. Please pay a deposit of RMB * * * before * * so that we can prepare the room you need after receiving your deposit. Our company's financial account number is * * * *, maybe you can send the deposit directly to our hotel. I am an employee of * * * * at the front desk of the hotel. Please contact us in time if there is any change.

Reception etiquette (check-in) (address the guest's last name)

Hello, sir/madam, this way, please!

Hello, sir/madam, please wait a moment, I'll handle it for you right away!

Hello, sir/madam. Do you have a reservation?

Hello, sir/madam! You reserved a superior single room on the 8th floor through mango net/* * *. The room rate is RMB * * *, right?

Hello, sir/madam! The room you reserved is a superior single room on the eighth floor, and the room rate is * * *, right?

Sir/Miss, our hotel has specially launched a business room for business guests like you. The room is quiet, elegant and has computer access. This room is not only suitable for your aristocratic status, but also convenient for you to work at an economical price. what do you think?

Sir/madam, is it convenient for you to show your ID card for registration?

Sir/Miss, have you registered in our hotel before?

Please sign here for confirmation, sir/madam. Thank you! (hand over documents)

Promotion courtesy (promotion)

Sir/madam, you are not our member yet, are you? In order to facilitate your next stay, I will apply for your membership card now. Do you think it's okay?

Out of courtesy to accept the advance payment (the cashier calls the guest's last name)

Sir/madam, you need to pay a room card deposit of RMB * * *. How will you pay, by credit card or cash?

Sir/madam, a * * * will charge you a deposit of RMB * * *.

Sir/Miss, * * * will make a pre-authorization of * * * yuan for you.

Please sign here for confirmation, sir/madam. Thank you! (hand over documents)

Here is your room card and deposit slip, sir/madam. Please keep them. Please take them with you when you leave the hotel to check out. (Delivery card and deposit slip)

What else can I do for you, sir/madam? If you need us, please call our main desk. 5? 2? .

Sir/madam, your room is on the * * * floor. When you get out of the elevator, you need to go left/right. If you have valuables, please take good care of them.

Etiquette when leaving (address guests by their last names)

Hello, sir/madam, please wait a moment, I'll handle it for you right away!

Are you checking out, sir/madam? Did you get all the luggage? I'll notify the ward round immediately, please wait a moment!

Sir/madam, I will check with you as follows. Your room rate * * *

Sir/Miss, your total room rate this time is * * * yuan, including * * * yuan, and other expenses are * * * yuan. Please sign the receipt for confirmation. Thank you! (hand over documents)

Sir/madam, this is your first stay in our hotel. Are you satisfied with the rooms in our hotel?

When will you come to Changsha next time, sir/madam? Do you need us to reserve a room for you in advance? This is the address of our hotel, please keep it safe! (Hand over the business card of the hotel)

Are you satisfied with our service, sir/madam? What else needs to be improved to facilitate your stay again?

Thank you, sir/madam, for your concern and valuable advice.

Out of courtesy to see the guests off.

Welcome to visit again! Goodbye!

I wish you a safe journey! You go! Don't say anything until you know that the guests need to fly? Did you have a nice trip? )

You go! Goodbye! When you know that the guest is in a hurry, you must not say? Walk slowly? )

Operator courtesy

Hello! Central Hotel! (outside line)

Hello! Front desk! (internal)

Sir/madam, may I have the name and room of the guest you are looking for?

Yes, sir/madam. Just a moment, please. I'll check for you.

Ok, sir/madam, I'll transfer you to room * * * right away.

Sorry, sir/madam, there is no answer in the room. Would you like to leave a message?

Wake-up call (address guests by their last names)

Sir/Miss, your room number is * * *, and you need two wake-up calls tomorrow morning, right?

Excuse me, sir/madam, did you receive the wake-up call at * *? It's cloudy/sunny/* * today. Have a nice day! (If it is rainy, guests need to be reminded to take an umbrella) (If the weather is cold and the temperature is low, guests need to be reminded to keep warm) (If the outdoor sunshine is strong, female guests should be reminded to pay proper attention to sun protection)

This is your second wake-up call, sir/madam. It's cloudy/sunny/* * today. Have a nice day!

Leave a message politely

Sir/madam, please rest assured that we will send your information to the * * * guest room as soon as possible.

Is there anything else we can do for you, sir/madam?

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