Business characteristics of front office department

1. Wide contact area, 24-hour operation and comprehensive direct customer service;

2. The reception service is wide, the business is complex, the professionalism is strong, and the quality of personnel is high;

3. Large amount of information, rapid change and high efficiency;

4. Flexible and diverse service methods, and properly handle the relationship;

5. Showing the image of the hotel has a strong policy.

(1) Foreground Definition

The front desk is located in the hotel lobby, also known as lobby department, front desk or comprehensive service desk. Is a comprehensive department, responsible for renting rooms, organizing receptions, scheduling business operations, coordinating customer services of various departments, and providing a series of services for guests.

(2) the position and function of the front office

1. The front desk is the image representative of the hotel.

2. Front desk customer service runs through the whole process of hotel customer service.

3. The sales effect of the front office directly affects the economic benefits of the hotel.

The front desk is the staff and assistant of hotel management.

(3) the task of the front office

1. Sales room

Selling a house is the primary task of the front desk department. Guest room is the main product of hotel sales, and guest room income is the main source of hotel income. Front office staff must effectively sell rooms, organize customers, improve room occupancy rate, realize the value of room products and increase the economic income of the hotel. The number of rooms sold in the front office and the average house price reached are not only an important basis for measuring the management level and operating effect of the front office, but also an important indicator for measuring the work performance of the front office staff.

information giving

The front hall is the place that has the most contact with the guests, and it is also the first contact point of the guests. Therefore, this is the main source of guest information. The front desk should answer the questions that guests care about every day.

3. Coordinate customer service

Whether the coordination between the front office and other departments is effective and whether the relationship is smooth is directly related to the work quality of the front office and the image of the hotel in the eyes of guests.

4. Control room status

This task is mainly undertaken by the front desk. Show and master the status of each room correctly at any time, and provide reliable basis for guests to sell and arrange rooms.

5. Provide relevant front desk services

Including picking up and dropping off guests at airports, docks and stations, providing luggage transportation and storage services, providing consulting services, mail services, telephone switchboard services, valuables storage, business center services and agency services.

Handle guest accounts

In order to facilitate guests and promote consumption, most hotels provide one-time checkout service for guests.

7. Establish a guest history file

The guest history file is the file information established by the hotel for the guests who have stayed in the hotel for many times. It mainly records the basic information of guests and the information required by the hotel. These data are an important basis for the hotel to provide targeted services for its guests, establish good guest relations and study marketing.