Basic knowledge of hotel lobby

1. Hotel management front office knowledge

Basic knowledge of hotel lobby management _ _ _ _ _ _ _ _ Basic knowledge of hotel lobby management

In modern hotels, the front office is often regarded as the core department of the whole hotel, which has higher requirements than other departments in front office setting, staff quality and management methods. Therefore, front office management has become an important part of hotel management.

1. The concept of hotel lobby, also known as front desk, or front desk, etc. Usually, it is a comprehensive department located in the lobby of the hotel, which is responsible for promoting hotel products and services, organizing reception work and business scheduling.

The front office is comprehensive, comprehensive and coordinated in hotel management, and it is the nerve center of the hotel. The hotel lobby is mainly responsible for guest reservation, registration, room status control, settlement and audit of guest accounts and comprehensive business management of the lobby.

The work of the front office mainly involves the business activities of the foreign affairs department of the hotel. The foreign affairs department of a hotel is usually a broader term than the front desk.

It includes hotel appearance, lobby, lobby, guest rooms, public areas, entertainment and fitness places, restaurants and bars, business centers and shops. Corresponding to the foreign affairs department, it is the hotel's internal affairs department, which refers to those hotel departments that are not in direct contact with guests, such as finance department, human resources department, engineering maintenance department, warehouse, laundry room and data processing center.

The Ministry of Internal Affairs and the Ministry of Foreign Affairs divide hotels into two parts: first-line and second-line or business management functional departments. Therefore, the hotel foreign affairs department is different from the front desk, and it is a term that includes the front desk.

2. The tasks of the front office Specifically, the front office mainly has the following seven tasks: (1) The primary task of the front office is to sell rooms. At present, there are a considerable number of hotels in China, and the front office accounts for more than 50% of the total profit of the whole hotel.

The number of rooms promoted by the lobby and the price reached not only directly affect the hotel's room income, but also affect the number of people staying in the hotel and the consumption level, and indirectly affect the income of hotel restaurants, bars and so on. (2) Correct display of room conditions The front office must correctly display the conditions of each room at any time-occupied rooms, occupied rooms, rooms to be cleaned, houses to be sold, etc. , so as to provide a reliable basis for the sale and distribution of rooms.

(3) Providing related services The front office department must provide quality services such as reservation, registration, mail, inquiry, telephone, message, luggage, agency, room change, keys and check-out. (4) Organize and save business data. The front desk should keep the most complete and accurate data at any time, and record, count, analyze, predict, sort out and file all the data.

(5) Coordinate the guest service front office to issue various business instructions to relevant departments, then coordinate with various departments to solve new problems encountered in the execution of instructions, and contact various departments to provide quality services for guests. (6) The purpose of establishing a guest account is to record and monitor the financial relationship between the guest and the hotel, so as to ensure that the hotel can obtain business income timely and accurately.

The guest's bill can be established when booking a room (recorded as a deposit or advance payment) or when checking in. (7) Establishing guest history files Most hotels establish guest history files for sporadic individual travelers who have stayed in the hotel for more than one time.

Guest history files arranged in alphabetical order by guest names, recording related contents. 3. The position and function of the front hall (1) The front hall is the center of the hotel's business activities, and the guest room is the main product of the hotel.

The front office drives the business activities of other departments of the hotel through room sales. To this end, the front office actively carries out room reservation business, handles check-in procedures and arranges housing for guests who arrive at the hotel, and actively promotes and sells various products of the hotel.

At the same time, the front office will inform the relevant departments about the customer's information, customer's situation, customer's needs and complaints in time, coordinate the hotel's customer service, and ensure the efficiency and quality of the service. At the same time, the front hall is the center of service for guests from beginning to end, and it is the link between guests and hotels.

The staff in the front office serve the guests from the reservation before arrival, check-in to checkout, and establish the guest history file, which runs through the whole process of the transaction between the guests and the hotel. (2) The front office is the representative of the hotel management organization. The front hall is the nerve center of the hotel and the representative of the hotel management organization in the eyes of guests.

Guests check in and check out in the lobby. If you are in trouble, ask for help in the lobby. They also seek lobbying when they are dissatisfied. The manners of the front office staff will leave a deep first impression on the guests, and the first impression is extremely important.

If the front office staff can treat guests with courtesy, provide services with skillful skills, or properly handle the complaints of guests and help them solve difficult problems seriously and effectively, then he will feel at ease and satisfied with other services of the hotel. On the contrary, the guests will be dissatisfied with everything.

(3) The front office is the staff and assistant of the hotel management organization as the center of hotel business activities. The front office can collect all kinds of information of the whole hotel management, carefully sort out and analyze these information, and provide the hotel management organization with data and statements that truly reflect the hotel management situation every day or regularly. The front office also regularly provides suggestions to hotel management agencies as a reference for formulating and adjusting hotel plans and business strategies.

To sum up, the front office is an important part of the hotel and the first important link to strengthen hotel management. Value-added service and detailed service in the front office of the hotel 1. If the guest can't answer the questions raised by the front desk in time, please write down the room number first, then help with the inquiry immediately, and inform the guest of the inquiry result afterwards.

2. In the peak season, many guests with reservations can't enter the room in time, especially those who enter the store in the morning may not clean the room properly. In this case, you can give them a card (or a room card) and let them go to the bar to rest and wait. The hotel will provide free drinks or cocktails. For some elderly or poor eyesight guests, when checking in, the room attendant can fill in the registration form and ask the guests to sign it after careful verification.

2. What knowledge should the hotel front desk know?

1. Understand the functions and information of various departments of the hotel, such as business hours, prices, locations and service items, as well as hotel policies and promotion items.

2. Familiar with the standard operating procedures of the front desk and cashier. For example, how to check in and check out for individual guests, and how to check in for teams and VIPs.

3. Skillfully operate the hotel front desk operation management system. For example, MICROS-FIDELIO in the United States, HOGATEX in Germany, HIS in the United States, or

Hangzhou FOXHIS western soft, or Beijing huayi and taineng, China soft, etc.

4. Familiar with foreign currency exchange, credit card and foreign management knowledge.

5. Fluent spoken English or Japanese, etc.

6. Good customer skills and communication skills.

3. What is the hotel management knowledge?

1, with integrity, perseverance, professionalism, responsibility and team spirit;

2. Have good professional basic knowledge, self-study ability and enterprising and innovative consciousness;

3. Master the modern service concept and understand the development trend of modern service industry;

4. Familiar with the business knowledge of the front office, guest room, catering, recreation and other departments of the hotel;

5. Be familiar with the principles, policies and regulations of hotel industry development in China;

6, with the hotel's front office, guest room, catering, recreation, exhibition and other management and basic service capabilities;

7. Strong computer operation, written expression, interpersonal communication skills and certain professional foreign language expression skills.

4. Hotel reception work content

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Original publisher: lml 19890226

Responsibilities of the receptionist: 1. Responsible for booking sales rooms: 1. Answer the phone call of the guest to reserve a room (answer the phone in standard language). 2. Ask the name of the person who booked the room (sir/madam, what's your name, please wait a moment ...) 3. Check the occupancy rate of the computer and accept the check-in (arrival time E799Ba6E97AE7AD 94E78988E69833133433623736, required room type, approximate check-in days). 6. Retell all records to the subscriber and enter them into the front desk computer system after confirmation. (Thanks for calling) 7. If the reservation information is very important, it is necessary to verbally hand over the next successor and get ready. Second, the guest check-in process: 1. When guests enter the door, the front desk is responsible for reception. Say welcome first, then say hello, and finally ask the guest's needs. 2. The reception service should be soft and friendly: the word "please" begins with "thank you" and ends with "sorry". Don't forget to say "goodbye" when seeing the guests off. 3. Introduce the room type and charging method according to their needs. 4. Check the valid documents (ID card, passport, driver's license, Hong Kong and Macao pass, soldier/officer's card) carefully after check-in, and scan them and enter them into the computer for archiving. 5. Confirm the guest's stay days, specify the deposit (for long-term guests, try to collect more deposit) or rent, and determine the payment method. 6. Issue the deposit slip/receipt, accommodation notice and room card to the guests, and finally remind the guests of matters needing attention in the hotel. 7. According to the guest's needs, when managing the computer system or changing shifts, what PS tenants should do: call in the morning, please don't disturb, no one has been found. 8, the front desk to check the room and floor at any time, so as not to rent in the process, out.