Responsibilities of the hotel lobby manager

Responsibilities of the hotel lobby manager

1, receive and send off guests, and check the reception of important guests. Handle guest complaints and file important complaints.

2. Assist hotel leaders and relevant functional departments to deal with all kinds of hotel emergencies.

3. Answer the guest's inquiries and provide the necessary help and service for the guests.

4, familiar with the characteristics of the guests, take the initiative to solicit the opinions of the guests, and actively coordinate the relationship between the hotel and the guests.

5. Be responsible for signing, keeping, searching and claiming the items left by the guests.

6. Coordinate the relationship between departments.

7. Accept guest reservations, be responsible for the implementation of reservations and notify relevant departments, and manage the reservation information.

8. Supervise the staff to operate according to the standard, provide polite service, and check the work of the front office staff.

9. Assist the cashier at the front desk to deal with guest accounts and claims for hotel property damage.

10, maintain the order of the lobby and the safety of guests, and always keep the lobby quiet, elegant and civilized.

1 1. Fill in the assistant manager's log in the lobby carefully, summarize relevant information regularly, attach opinions and suggestions, and report to the superior or newspaper manager.

12, responsible for managing the sanitation and order around the hotel and the parking lot.

Responsibility 2: The job responsibilities of the hotel lobby manager.

1, greeting VIP guests on behalf of the hotel, handling main time and recording special VIP and noteworthy guests.

2. Welcome and lead the distinguished guests to the designated room to introduce the room facilities and hotel situation;

3. Make a good record of VIP guests leaving the store and implement every detail of VIP reception;

4. Decide whether to accept the guest's check and handle the guest's check-out questions and other inquiries, and handle them according to the relevant regulations and authorization of the hotel;

5. Record and handle the work of changing locks and keys;

6. Handle the rooms with errors between the room table reported by the housekeeping department and the front desk, and lock the rooms in person;

7. Handle guest complaints and solve problems correctly according to the guest's psychology;

8. Understand the trend of room status on the day and after, and try to participate in the reception work;

9. Check the inside and outside of the hotel to ensure the normal operation of various functions and eliminate preventable disadvantages in time;

10. When talking with guests, you can introduce the hotel facilities appropriately;

1 1. Keep close contact with the security department and the reception desk to obtain information and report "accidents" and "patients";

12. Check the alarm room with security and engineering personnel;

13. cooperate with the personnel of the finance department to recover the accounts owed by the guests who are still staying in the hotel;

14, in case of emergency, be sure to give correct instructions;

15, when there is no leader asking for instructions in the event of a dangerous accident, make a decisive decision and evacuate the guests when necessary;

16, arrange for sick or accident guests to be sent to the hospital;

17, responsible for handling lost and found valuables;

18, check the domestic maintenance items in the lobby, and urge relevant departments to carry out timely maintenance;

19, do a good job of fire prevention and theft prevention within the scope of this group;

20. Reflect the performance of relevant employees and the opinions of guests to the leaders;

2 1, insist on recording the day's events and complaint handling in the duty book every day, and report to the front office manager;

Responsibility 3: The responsibilities of the hotel lobby manager.

1. Supervise and check the work quality of the front desk and waiters.

2. Handle guest complaints and assist hotel leaders and relevant functional departments to deal with all kinds of emergencies in the hotel;

3. Answer the guest's inquiries and provide the necessary help and service for the guests.

4. Do a good job of patrolling every day and supervise the gfd, sanitary conditions, equipment operation and safety of hotel employees.

5. The "eyes" to supervise the quality of hotel work.

6. Cooperate with the personnel of the finance department to recover the accounts owed by the guests who are still staying in the hotel.

7. Arrange to send the sick or accident guests to the hospital.

8, the lobby within the scope of domestic maintenance projects, and urge the relevant departments to timely maintenance;

9, do a good job of fire prevention and theft prevention within the scope of this group;

10, reflecting the performance of relevant employees and guest opinions to the leaders;

1 1, insist on recording the day's events and complaint handling in the duty book every day, and report to the front office manager;

12, do other work assigned by the leaders.

Responsibility 4: The responsibilities of the hotel lobby manager.

Familiar with the manager's work content and process, familiar with the hotel's various systems and services, able to provide services in more than two foreign languages, good at dealing with various problems in lobby service, polite language and service language usage norms.

1, value service desk

The lobby manager's workbench is located in a prominent position in the lobby, which can look around the whole hall. The workbench is fixed and dedicated, marked in English, neat and beautiful, equipped with special telephone, emergency flashlight and notebook. In the front desk service, guests can ask for help, inquire about service items, understand the hotel situation and make complaints. Be able to handle flexibly according to the needs of guests, be enthusiastic, active, patient and considerate, and properly handle various problems. Give the guests a sense of satisfaction.

Step 2 receive distinguished guests

Accurately grasp the daily VIP list, arrival time, reception specifications and room arrangement, understand the living habits and special requirements of the guests, do a good job in room inspection and supplies before reception, arrange and prepare welcome cards and personal accommodation cards, greet the guests at the front door, guide them to get off the bus, warmly welcome them and introduce themselves appropriately; Send the guests directly into the room, introduce the hotel facilities and services along the way, go through the check-in and check-in procedures on time, properly introduce the room equipment and reception specifications, offer tea and incense towels, and provide thoughtful service.

3. Handle guest complaints.