Traditional Culture Encyclopedia - Hotel franchise - What are the main tasks of a hotel receptionist?

What are the main tasks of a hotel receptionist?

What are the main tasks of a hotel front desk receptionist? < /p>

2. Process reservation orders sent by the sales department or other departments;

3. Process reservation changes, cancellations and other data in a timely manner according to work standards and procedures;

4. Check and verify the reservation information of the hotel for the day and the next day, and make reservation preparations;

5. Check-in procedures for guests, arrange rooms, and make arrangements as much as possible Meet the reasonable needs of guests;

6. Handle room changes, extra beds and extensions for guests;

7. Responsible for the safekeeping, production and issuance of room key cards;

8. Fill in, enter and count individual guest and group registration forms as required;

9. Keep the front desk clean and tidy, check whether the required forms, stationery and promotional materials are complete, and report to the front desk Foreman;

10. Carefully check the guest information entered into the computer during the previous shift, and enter the guest information on duty promptly and accurately;

11. Register, enter and transmit the household registration of overseas guests in accordance with regulations Information;

12. Carry out shift handover work carefully and carefully to ensure the continuity of work;

13. Assist the front desk cashier to do checkout work for guests;

14. Complete other tasks assigned by the manager.

The front desk receptionist, also called the administrative front desk, corresponds to the "administrative back office" and is under the jurisdiction of the company's administrative department. It is one of the typical positions in modern enterprises. It is the company's front facing the outside of the company and represents the company's Image, must have good image and temperament, the minimum number of people for this position shall not be less than 2.

They are usually mainly responsible for customer visits and registration, telephone transfer and other matters, greeting guests, judging guest intentions and reception, handling relevant procedures, answering incoming calls, and returning visits to frequently asked questions. About the daily work content of the hotel front desk receptionist

Morning shift work content

? Check the appearance and standardize the work

?A) Carefully review the daily activity report

?B) Find out if there are VIP or hotel room reservations or stay

?C) Understand the conference information and check the number of conference rooms

?D) Read the shift handover book carefully, understand the tasks to be completed in the previous shift, and then sign to approve and follow up

?E) Check the key collection and return records of each department, and place the keys in categories

?F) Check the reservation status of the day, enter the reservation into the computer, and understand the reservation status in recent days

?G) Check the room status to ensure that the room status is correct

?H) Check the guests who are scheduled to check out on the same day and inform the cashier

?I) Issue meal coupons based on the list of extended guests, and issue meal coupons for guests who have breakfast

?J) Confirm that hotel guest information and room rates are complete and correctly entered into the computer

?K) If a guest changes rooms, confirm that HSKP has been notified and the computer information has been changed.

Collect keys and issue room change notice

?L) Has the switchboard been notified of the guest’s requested wake-up time

?M) Communicate verbally and in writing with mid-shift colleagues, and communicate at any time Get in touch with the next shift

Mid-shift work content

?Check Groom properly and work in a standardized manner

?A) Carefully review the daily activity report

?B) Understand the meeting information and check the number of conference rooms

?C) Verbal and written handover

?D) Review the key records of each department

?E) Organize reservations and estimate the sales status of the day

?F) Check Room status, make sure the room status is correct

?G) Open meal coupons according to the guests arriving at the hotel, determine the number of people dining the next day, and place meal orders

?H) Confirm hotel stay Guest information and room rates have been completed and correctly entered into the computer

?I) If a guest changes rooms, confirm that HSKP has been notified and the computer information has been changed. Collect keys and issue room change notice

?J) Has the switchboard been notified of the wake-up time requested by the guest?

?K) Follow up on unfinished matters from the next shift

?L) Contact the next shift colleagues at any time

Night shift work content

?Check Groom properly and work in a standardized manner

?A) Carefully review the daily activity report

?B) Understand the meeting information and check the number of conference rooms

?C) Verbal and written handover

?D) Review the key records of each department

?E) Organize reservations and estimate the sales status of the day

?F) Inspect If a room with a meal voucher has not been opened, it must be re-opened

?G) Confirm that the hotel guest information and room rates are complete and correctly entered into the computer

?H) If a guest changes rooms, confirm that they have been Notify HSKP and change the computer information. Collect keys and issue room change notices

?I) Has the switchboard been notified of the guest’s requested wake-up time

?J) Organize the day’s booking records and learn about the next day House sales situation What is the job content of the front desk receptionist of Jinjiang Inn chain hotel?

1. Handle guests' check-in and check-out, 2. Exchange foreign currency, 3. Receive goods at the front desk, 4. Inventory luggage, 5. Internet What are the hotel reception etiquettes for guests’ reservation and check-in?

As a company's front desk receptionist, you should have the following basic etiquette: Image requirements The front desk receptionist is the "image spokesperson" or "face" of the company. Therefore, the receptionist is required to sit, stand, walk, and walk in an upright and natural manner and maintain a good mental outlook. Welcome guests and colleagues to and from get off work (applicable to the front desk reception of high-end office buildings). Ten minutes before work and ten minutes after the start of get off work every day, stand and smile at the staff entering and leaving get off work, salute with attention, and actively greet them. Receiving Visitors When a visitor comes, you should stand up and bow. Smile, greet guests enthusiastically and proactively, use polite language: "Hello, how can I help you?", patiently listen to the guests' intentions, and actively help the guests according to their needs. For customer inquiries, listen carefully before answering. Be patient when answering questions. If you cannot answer accurately, you should apologize "Sorry, please wait a moment, I will ask you a question." After asking, you should give feedback to the guest. Guide visitors to relevant areas after verification. Complete the registration of visitors (implemented in accordance with company regulations). Reject outside salesmen and disheveled idlers from entering the office area.

When answering the phone, you must answer the phone within three tones and must use the standard response language: "Hello, ××****** Property", "Hello, ×× Center/Management Office"; wait for the caller to report the transfer number. Then politely say: "Please wait" and transfer the call immediately; if the transferred call is busy or no one is answering, please say: "Hello, sir/ma'am, the call you requested is busy or no one is answering, please wait. Call"; if the other party asks to be transferred to someone else, please transfer the call immediately; if the transfer of the call is not smooth, please reply: "I'm sorry to keep you waiting, I will help you transfer"; keep a piece of paper next to the phone, Pen, proactively provide message service, ready to record guests' requests and help solve matters. In particular, important matters such as the guest's name, phone number, time, location, reason, etc. are carefully recorded and conveyed to the relevant departments and responsible persons in a timely manner. When answering complaint calls, you must use polite language, actively help customers solve difficulties and problems they encounter, and have a positive and kind attitude. Timely transfer the customer's opinions to the relevant departments and responsible persons or take the initiative to leave the customer's phone number to help contact and actively find ways to solve the problem; if the other party has dialed the wrong number or is not sure who to call, explain politely and Passionately transfer relevant personnel to the other party. What English is spoken at the hotel front desk?

(1) In formal English expression, the basic sentence patterns of questions can be divided into the following four types:

1. May I ~

2. Could you ~

3. Would you ~

4.Shall I ~?

As long as you understand these four basic sentence patterns, you can handle most business status.

1. When you want to do something, just use May I ~

May I have your name, please?

May I have your check -out time, please?

When will you check out and leave?

May I see your passport, please?

May I know your nationality, please?

What is your nationality?

2. When troublesome guests, you can use Could you ~

Could you fill out the form, please?

Could you please fill out this form?

Could you write that down, please?

Could you draft the fax, please?

Could you hold the line, please?

3. When asking guests about their preferences or what they are doing, you can use Would you ~

Would you like tea or coffee?

Would you like to take a taxi?

Would you mind sitting here?

** As long as you add "Would you ~" after the question word, you can ask most questions.

When would you like to visit Foshan?

When would you like to have lunch?

Where would you like to have lunch?

What time would you like to eat?

When would you like to eat?

Who would you like to contact?

Which kind of room would you prefer?

How would you like to settle your bill?

How long would you like to stay?

How many tickets would you like to buy?

4. When providing suggestions, assistance or soliciting opinions, you can use Shall I ~ or Would you like me to do ~?

Shall I draw the curtains?

Do you need me to draw the curtains? ?

Shall I draw you a map?

Shall I make the reservation for you?

(2) Greetings

Good morning. (used before noon)

Good afternoon. (used between noon and six p.m.)

Good evening. (used after 6pm)

Follow these greetings with sentences, for example:

Good morning, sir. Are you checking- out?

Good morning, sir, would you like to check out?

Good afternoon, sir. Wele to FOSHAN Electrical Hotel.

Good afternoon, sir. Welcome to FOSHAN Electrical Hotel.

Good evening, Ms. May I help you?

Good evening, madam, may I serve you?

You can also follow it with your hotel name and department name, such as:

Good morning, sir. This is the Front Desk. May I help you?

Good morning, sir. This is the service desk. Do you need service?

(3) Answers

1. General answers

I see, sir.

I understand, sir.

Certainly, sir.

Yes, sir.

2. Ask the other party to wait a moment

Just a moment, please.

Please wait.

Thank you for waiting.

Thank you for waiting, sir.

I am very sorry to have kept you waiting.

Could you wait a little longer, please?

3. When you want to trouble a guest or refuse a guest's request

When rejecting a guest, don't just say "No." but be more tactful.

I am afraid I can’t do that.

Sorry, I’m afraid I can’t do that.

Excuse me, sir. Please let me pass.

4. Apologize

If it is your own fault, say "I am sorry."; if it is the company's fault, say "We are sorry."

I am very sorry for the delay.

I am very sorry for the inconvenience.

Very Sorry for the inconvenience.

I would like to apologize for the mistake.

5. When the guest says "Thank you." to himself, reply:

You are wele.

You're welcome.

Thank you, sir.

Thank you very much.

6. When giving something to a guest, you can say

Here you are.

The thing you want is here.

Here is your room key.

Here it is.

This is your thing.

7. As guests prepare to leave, say:

Have a nice day.

Please enjoy your stay

I wish you a pleasant stay.

We hope to see you again soon.

Hope to see you again soon.

Thank you for staying with us.

Thank you for visiting.

8. When the guest’s English is difficult to understand

When faced with the guest’s questions, don’t just giggle or keep saying Yes, Yes. If you don’t understand, ask the guest questions, or ask the guest first Say "Just a moment, please." and ask for help.

Pardon?

Sorry?

Pardon me?

Sorry?

I beg your pardon?

Sorry, could you please say it again?

Could you repeat that, please?

If you are not sure about part of what the other party said, you can repeat the part you don’t understand, such as:

Excuse me, sir. Do you mean you lost your room key ?

Excuse me, sir, you mean you lost the key to your room?

How to deal with English on the phone

1. When you answer the phone, you cannot simply answer "Hello", but you should state the name of your company or unit. For example:

“Hello, this is Information Desk.”

Hello, this is the information desk.

"Information Desk speaking. May I help you?"

Information Desk, do you want service?

2. When you call the wrong number

If the outside number is wrong, you can answer:

I am afraid you have the wrong number.

Sorry, you have dialed the wrong number.

This is the FOSHAN Electrical Hotel,

This is the Foshan Electrical Hotel.

If the bus transfers to the wrong internal line, you can answer:

This is Room Reservations. I'll transfer your call to Restaurant Reservations.

This is the room reservation desk. I'll transfer you to the restaurant reservation counter.

3. When the responsible staff member is away

I am afraid Mr.Lin is out at the moment. He should be back around 5 p.m.

No Sorry, Mr. Lin is out now. He should be back around 5pm.

I am afraid Mr.Hao is on another line. Could you hold the line, please?

Sorry, Mr. Hao is on the phone. Could you please wait a moment online?

I’ll tell him to call you back when he returns.

May I have your name and phone number, please?

Please tell me your name and phone number, please?

4. When the conversation ends

When ending a conversation on the phone, do not simply say "bye-bye", it is best to say:

Thank you for calling.

You are wele, sir.

You're welcome, sir.

We look forward to hearing from you.

Please contact me if you have any further questions.

If you have any further questions, please contact me. Introduce the work content and responsibilities of the hotel front desk in English

Please refer to the following information:

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:chateauonthelakebranson./the_hotel/guest_services/ The basic responsibilities of a hotel receptionist What is it? Work content?

Hotel front desk reception work flow

Morning shift work content

Check appearance and standardize work

A) Carefully review daily activities Report

B) Understand whether there are VIP or hotel room reservations or stays

C) Understand the conference information and check the number of conference rooms

D) Read carefully Handover book, understand the tasks to be completed in the previous shift, and then sign to approve and follow up

E) Check the key collection and return records of each department, and classify the keys

F) Check the reservation status of the day, enter the reservation into the computer, and understand the reservation status in recent days

G) Check the room status to ensure that the room status is correct

H) Check the guests who are scheduled to check out on the day , and inform the cashier

I) Issue meal coupons according to the extended guest list, and issue meal coupons for guests who have breakfast

J) Confirm the guest information and room rates Complete and correct input into the computer

K) If a guest changes rooms, confirm that HSKP has been notified and the computer information has been changed. Collect the keys and issue a room change notice

L) Whether the wake-up time requested by the guest has been notified to the switchboard

M) Hand over verbally and in writing to colleagues in the middle shift, and communicate with the next shift staff at any time Get in touch with the first shift

Mid-shift work content

Check appearance and standardize work arrangements

A) Carefully review the daily activity report

B) Understand the conference information and check the number of conference rooms

C) Verbal and written handover

D) Check the key records of each department

E) Organize reservations , and estimate the room sales situation on that day

F) Check the room status to ensure that the room status is correct

G) Issue meal coupons according to the guests arriving at the hotel, and determine the number of people dining the next day. Place a meal order

H) Confirm that hotel guest information and room rates are complete and correctly entered into the computer

I) If a guest changes rooms, confirm that HSKP has been notified and the computer information has been changed. Collect keys and issue room change notice

J) Whether the wake-up time requested by the guest has been notified to the switchboard

K) Follow up on unfinished matters for the next shift

L) Contact the next shift colleagues at any time

Night shift work content

Check appearance and standardize work duties

A) Carefully review daily activity reports

B) Understand the meeting information and check the number of conference rooms

C) Oral and written handover

D) Check the key records of each department

E) Organize reservations and estimate the room sales situation on the day

F) Check the rooms that have not been issued meal coupons and issue them again

G) Confirm the hotel guest information and room rates. Complete and correct input into the computer

H) If a guest changes rooms, confirm that HSKP has been notified and the computer information has been changed.

Collect the keys and issue a room change notice

I) Whether the wake-up time requested by the guest has been notified to the switchboard

J) Organize the reservation records of the day and understand the room sales the next day Situation

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:wenben114./DownDir.asp?ClassID=287 What are the main work contents of hotel catering clerks and front desk receptionists? Are there any working hours?

Job Responsibilities of Catering Clerk

1. Complete various tasks assigned by the Catering Director and Catering Department Manager.

2. Formulate various reports and forms for the department, classify and store various reports, and bind and archive them regularly.

3. Participate in regular department meetings and keep meeting minutes.

4. Handle daily affairs of the department, answer calls, keep records, handle them properly, and accurately convey instructions from superiors.

5. Keep the files between internal departments of the hotel.

6. Help the catering director organize various files, information and replies.

7. Keep records of PO orders and PR orders.

8. Make attendance statistics and issue various subsidies and labor protection supplies to department employees.

9. Calculate the daily income of each department hall, and collect and organize daily restaurant reports.

10. Do a good job in the collection and storage of various office supplies in the catering office and the sanitation of the office. What are the specific contents of hotel front desk work?

Daily work rules for hotel front desk reception management:

Check and deal with the work situation of the previous day (08:30～09:00)

Understand and deal with Main work of the day (08:00～09:00)

Arrange work tasks (09:00)

Check daily work (09:00～14:00)

Host regular meetings

Check work completion (14:00～17:00)

Think and give feedback

Handover after get off work. Mainly unfinished items and work requirements.

1. Check-in procedures and precautions for receiving individual guests:

When the guest enters the lobby and is two meters away from the reception desk, he should look at the guest, smile and greet the guest. : "Hello, Mr./Ms.! (Good morning/Good afternoon/Good evening)"

Confirm whether the guest has made a reservation

Check-in

Membership card, The VIP card is generally valid when presented at check-in, otherwise it is invalid. (Be sure to indicate the reason when you want to modify the price, and issue a price change order).

2. Preparation for check-in procedures and precautions for the reception team: (If a room requires two room cards, the room cards must be prepared one day in advance)

1-2 days in advance Do a good job in booking and ensure that the team has room

Welcome guests

(1) When the team arrives, check the group reservation based on the guest information.

(2) Check the number of guests, number of rooms, whether to order meals, etc. with the guest based on the reservation information.

Fill in the form, verify, and allocate rooms.

Guests are asked to fill in the housing registration form. If the group is on account, each person can be exempted from filling in the form, and the group leader will sign the form uniformly.

Enter the check-in information into the computer and notify the housekeeping center, switchboard room, and team housing. The name and room number of the group leader will be notified to the housekeeping center.

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