What does the front desk reception of Tongan 7 Days Hotel Chain do?

1.

Maintain a good mental outlook, standardize appearance and behavior, be responsible for customer service on duty, and ensure the initiative for guests.

Enthusiastic, patient, meticulous, accurate and efficient service;

2.

Familiar with the surrounding and internal information of the hotel, skilled in using the front desk equipment;

3.

Check and record the room condition to ensure that the reservation arrangement is accurate and the room arrangement is reasonable;

4.

Check in accurately and quickly.

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Manage the accounts on duty;

5.

Do a good job in the sales of rooms, membership cards and small commodities on duty, and do a good job in succession;

6.

Actively participate in departmental meetings and training, with team spirit;

7.

Complete the tasks assigned by the superior leaders;

.

Be clear and remember

seven

Days of customer service principles, strictly abide by the service specifications.

4.

Master the information inside and around the hotel;

5.

Master the laws of marketing activities;

6.

Understand all kinds of business services and membership services;

7.

to promote sales

seven

Day membership card, constantly expanding.

seven

The popularity of the day;

8.

Master how to use foreground equipment and foreground system, and use professional terms to serve customers;

9.

Participate in various business trainings organized by the hotel;

10.

Participate in fire safety learning and drills;

1 1.

Master the emergency treatment of all kinds of emergencies;

12.

Be familiar with the local public security accommodation registration management regulations, go through the check-in procedures in strict accordance with the standard procedures, and ensure the guest's identity letter.

The information is accurate, true and without omission, and the guests should sign for confirmation;

13.

Manage branch medical boxes according to standards;

14.

Responsible for the sales and replenishment of small commodities, and timely report and purchase when the inventory of small commodities is insufficient;

15.

Accurately make room cards, register and reissue guest room cards according to standards, and properly keep employee cards and keys;

16.

Use and keep walkie-talkies as required;

17.

When you are on duty alone and want to leave the front desk, be sure to lock the money and things in the cashier's cabinet and take the keys away.

Ensure that there are security guards (or other posts) in the lobby during the departure;

18.

Strictly implement the handover system and fill in the front desk work log accurately.

, make the content comprehensive and accurate, without omission, and inherit the double

The parties sign for confirmation;

19.

Do a good job of handover, correct the account problems in time when they are found, and ensure that the accounts are correct;

20.

After the handover is completed, make a business payment package, and put the package into a special safe after the successor signs it;

2 1.

Before the arrival of the successor, the personnel on duty shall not leave their posts without authorization, and should continue to serve every guest well;

22.

Use your own on duty.

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The system does not allow mixed use. In case of system upgrade or paralysis, relevant information should be printed in advance;

23.

Filing statements and documents, and binding and keeping accounting vouchers according to regulations;

24.

Keep the front desk clean and tidy, maintain equipment and facilities, and ensure the normal operation of the front desk facilities. If you have any questions, please

Timely repair;

25.

Know the room status, room price, flight reservation and other information accurately at any time, actively and effectively promote the room and provide relevant reservation services;

26.

Responsible for hotel telephone answering and transfer business;

27.

Handle check-in and room change procedures for guests according to standard procedures;

28.

Provide door opening service and wake-up service for guests according to standard procedures;

29.

Responsible for the registration of visitors according to standard procedures;

30.

Perform dunning and check-out procedures according to the process;

3 1.

Handle luggage storage and collection procedures for guests according to the process;

32.

Responsible for compensating guests for damaged or lost hotel items;

33.

Register and properly keep the items left by the guests, and contact the guests to collect them in time;

34.

Listen carefully to the guests' opinions and accept their complaints, and appease them in time. If the complaint is handled or cannot be handled, it must be reported to the superior.

Report and change shifts;

35.

Provide information service, accurately introduce the hotel facilities to guests,

Services and transportation inside and outside the city,

Tourist attractions,

Entertainment,

Catering, shopping and other information;

36.

At any time, we will provide our guests with the help we can, record their problems at any time, and constantly summarize and improve the customer FAQ manual.