What knowledge does the front office department of hotel management have?

Basic knowledge of hotel front office management

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1. Understanding the hotel front office The hotel front office is the first point of contact for guests entering the hotel. It is the last point of contact when leaving the hotel, which is directly related to the guest's accommodation satisfaction and impression of the hotel. In modern hotels, the front office is often considered the core department of the entire hotel. It has higher requirements than other departments in terms of front office settings, staff quality, and management methods. Therefore, the management of the front office has become an important part of hotel management.

1. The concept of hotel front office The hotel front office is also called the main service desk, or the main desk, front desk, etc. It is usually located in the lobby of a hotel and is a comprehensive service department 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 is the nerve center of the hotel. The specific tasks that the hotel front office is responsible for include guest reservations, registration, room status control, settlement and review of guest accounts, and comprehensive front office business management. The work of the front office mainly involves the business activities of the hotel's external affairs department.

The hotel's external department is usually a broader term than the front office. It includes hotel appearance, lobby, front hall, guest rooms, public areas, entertainment and fitness venues, restaurants and bars, business centers and shops, etc. Corresponding to the external affairs department, it is the hotel's internal affairs department, which refers to those hotel departments that do not have direct contact with guests, such as the 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 the hotel into two major parts, which form the first-line and second-line hotel operations or business operation and management functional departments. Therefore, hotel external affairs is different from the front office, which is a term that includes the front office.

2. Tasks of the front office department Specifically speaking, the front office department has the following seven main tasks:

(1) Selling guest rooms The primary task of the front office department is to sell guest rooms. At present, a considerable number of hotels in our country are profitable, and the front office accounts for more than 50% of the total hotel profits. The number of guest rooms sold by the front office and the high or low price reached not only directly affect the hotel's guest room revenue, but also indirectly affect the hotel's restaurant, bar, etc. revenue due to the number of guests and the level of consumption. .

(2) Correctly display the room status. The front office must correctly display the status of each room at all times - occupied rooms, occupied rooms, rooms to be cleaned, rooms for sale, etc., to facilitate the sales of guest rooms. and provide a reliable basis for allocation.

(3) Providing related services The front office must provide guests with high-quality services such as reservations, registration, emails, inquiries, phone calls, messages, luggage, entrustment, room changes, keys, check-out, etc. .

(4) Organize and preserve business data. The front office department should maintain the most complete and accurate data at all times, and record, count, analyze, predict, organize and archive all data.

(5) Coordinate customer service. The front office department should issue various business instructions to relevant departments, and then coordinate various departments to solve new problems encountered in the execution of instructions, and liaise with various departments to provide guests with quality services. .

(6) Establish guest accounts. The purpose of establishing guest accounts is to record and monitor the financial relationship between guests and the hotel, so as to ensure that the hotel obtains operating income timely and accurately. A guest's bill can be created when booking a room (crediting a deposit or prepayment) or when checking in.

(7) Establish guest history files. Most hotels create guest history files for sporadic individual guests who stay at the hotel more than once. Guest history files arranged in alphabetical order by guest names, recording relevant content.

3. The status and role of the front office department

(1) The front office department is the center of the hotel’s business activities and the guest rooms are the most important product of the hotel. The front office department drives the business activities of other hotel departments through the sales of guest rooms. To this end, the front office department actively carries out room reservation business, handles check-in procedures and arranges housing for arriving guests, and actively promotes and promotes various hotel products.

At the same time, the front office department must promptly report various information such as customer sources, customer conditions, customer needs and complaints to relevant departments, and coordinate the customer service work of the entire hotel to ensure the efficiency and quality of service work. At the same time, the front office department is the center of customer service from beginning to end, and is the link between guests and the hotel. Front office staff serve guests from booking and check-in before arrival to checkout, and establish guest history files, which run through the entire transaction process between guests and the hotel.

(2) The front office department is the representative of the hotel management organization. The front office department is the nerve center of the hotel. In the minds of guests, it is the representative of the hotel management organization. Guests check-in and check-out are in the front hall, and check-out and check-out are in the front hall. When guests encounter difficulties, they can go to the front hall for help. When guests are dissatisfied, they can also go to the front hall to complain. The words and demeanor of the front office staff will leave a profound first impression on the guests, and the initial impression is extremely important. If the front office staff can treat guests in a courteous manner, provide services to guests with skillful skills, properly handle guest complaints, and help guests solve difficult problems conscientiously and effectively, then they will also feel good about other hotel services. Rest assured and satisfied. On the contrary, guests will be dissatisfied with everything.

(3) The front office department is the staff and assistant of the hotel management organization. As the center of hotel business activities, the front office department can collect all kinds of information about the entire hotel operation and management, and carefully analyze this information. Compilation and analysis, and provide the hotel management agency with data and reports that truly reflect the hotel's operation and management on a daily or regular basis. The front office department also regularly provides consulting opinions 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 in strengthening hotel operations.

The hotel’s front office department’s value-for-money services and detailed services

1. If the guest cannot answer the front desk's questions in time, write down the room number first, then help with the inquiry immediately, and notify the guest of the inquiry result afterwards.

2． In the peak season, many guests with reservations cannot enter the room in time, especially those who enter in the morning because the room has not been cleaned well. In such cases, you can issue them a card (or contact the room with them). stuck together), let them go to the bar to rest and wait, and the hotel provides free glasses of drinks or cocktails.

3. For some elderly or visually impaired guests, the room clerk can fill in the registration form on their behalf when checking in. After verifying it carefully, ask the guest to sign. For some guests with limited mobility, the room clerk can send the guest to the room to register.

4. When checking in, pay attention to the guest's date of birth. If it is the guest's birthday, inform the lobby (if it is a regular private room, you must also notify the housekeeping department, catering department, and sales department), and the lobby or the sales department will send a gift on behalf of the hotel. birthday gift.

5. Take the initiative to put stamps on behalf of guests.

6． Provide various inquiry and information delivery services to guests who do not live in the hotel.

7. If the guest has difficulty or something, we can help the guest confirm the flight ticket or book a room in another place through long-distance phone calls.

8. When the hotel is full or the guest cannot accept the room price of our hotel, we will help the guest contact other hotels for accommodation.

9. Remember the names, hobbies and room numbers of permanent guests and elderly guests, and proactively provide services in a timely manner.

10. On rainy or snowy days, the receptionist prepares an umbrella to protect guests who may get caught in the rain when opening the door for them.

11. Plastic bags are provided to guests for umbrellas on rainy and snowy days.

12． Make long-distance calls on behalf of guests and inform them of the results of the call.

13. Provide search and simple reading services for hotel guests and non-hotel guests.

15． Answer anyone's inquiries regarding local telephone numbers, fax numbers, telex numbers and local conditions.

16. We provide "Local TV Program Newspaper" to mainland guests in private rooms, as well as order other newspapers in the city.

17. XF is designated as a non-smoking floor.

18. A complete set of commemorative stamps is available.

19． Pay attention to the guest's body language and provide services before the guest requests it.

Front desk service

As the window of the hotel, the front desk is the first impression the hotel gives to guests. We maintain our best image, smile and be full of energy, and use our most beautiful We greet guests from all sides, so that every guest who walks into the hotel will experience our sincerity and enthusiasm, and truly feel at home.

One-stop service. We need to be familiar with the basic situation of the hotel. We not only need to be familiar with the room types and their characteristics, be familiar with the operating procedures, and provide guests with check-in, check-out, guest inquiry and other services quickly and accurately, but we also need to understand the basics of the hotel's various operating departments. knowledge and the latest promotions and other information. In order to provide customers with faster services.

Pay attention to guest preferences. When a guest enters the hotel, we should take the initiative to say hello. When addressing the guest, if he is a regular guest, he must accurately state the guest's name and position. This is very important. The guest will feel that he is respected and valued. . We also collect information about guests' living habits, personal preferences and other information, and do our best to satisfy guests, so that guests can experience unexpected surprises every time they stay in the hotel.

Intimate sales. Ask the guests if they need help. When the guests need accommodation, they should first listen carefully to the guests' requirements. Make recommendations by observing and listening to the room types and room prices the guests need, and strive to satisfy the guests. When describing the situation of our hotel to the guests, we must Focus on introducing the features and advantages of the hotel so that guests have a certain understanding of the hotel. If necessary, let guests visit the room first. For guests with different personalities, we can take different approaches. For example, for introverted and hesitant guests, we can help them make decisions, provide more suggestions, and speak softly. For assertive and extroverted guests, we must talk to them in a relaxed and pleasant way. , maybe this way it will be easier for us to achieve sales success.

Personalized service. When guests go through the formalities, we can pay more attention to the guests and ask more questions about the guests. If they are out-of-town guests, we can explain more about the local customs to them, proactively introduce them to the locations of stations, shopping malls, and scenic spots, ask whether the guests are tired, and quickly After completing the formalities, guests need to wait a few minutes for room inspection when checking out. At this time, do not let the guest stand. Ask the guest to sit down and wait. Take the initiative to ask the guest how his stay was or what opinions he has about the hotel. Don’t make the guest feel Ignored him.

Further communication can make guests feel more warm and can also eliminate all the unpleasantness that guests encounter in the hotel.

Serve with a smile. When communicating with guests, you must pay attention to etiquette and politeness. When talking to guests, lowering your head or staring straight at the guest is impolite. You should maintain eye contact with the guest at intervals. . Listen more to the guests' opinions, do not interrupt the guests' speech, and keep nodding while listening to show respect for the guests. We must smile when facing guests, especially when guests criticize us. We must keep smiling. No matter how angry the guests are, our smile will "put out the fire" for them, and many problems will be solved. Use polite language, greet guests when they arrive, say goodbye when they leave, and apologize for troublesome guests. When talking to the guest to explain the problem, do not argue with the guest. Even if the guest is wrong, you must have a certain amount of patience to explain to him. As long as we keep smiling, we will get unexpected results.

Execution standards for front office cleaning work

1. Establish complete building cleaning (environmental cleaning, toilet cleaning, public area cleaning, etc.) positions. Within the specified time, Always be available, staffed and serviced.

2. Employees who work must be dignified, clean and tidy, treat guests with a smile and serve politely.

3. Determine posts, appoint people, and carry out cleaning services in the lobby, toilets, and public areas on a regular basis. The services should be standardized and the procedures should be improved.

Quality requirements for each cleaning part:

1. Floor

(1) Marble, granite, PVC, and wooden floors have been cleaned, waxed, polished and comprehensive After cleaning, make the surface smooth, bright and stain-free.

(2) After cleaning and comprehensive cleaning of cement floors, floor tiles, and floors, the surfaces should be clean and stain-free, and the true colors of the materials should be maintained.

(3) There should be no stains on the surface of carpets and floors after cleaning. Daily cleaning should be done by vacuuming once a day, and small-scale stains should be removed in time to maintain their cleanliness.

2. Walls

(1) After cleaning, waxing, and manual polishing, marble and granite walls should keep their surfaces smooth and smooth without any roughness.

(2) Wall surfaces composed of tiles, wallpaper, latex paint, mirrors, metal materials, etc. should be kept free of stains and dust accumulation (stains due to material damage are not included).

3. Ceilings, suspended flat ceilings, glass, metal, elevators, wooden equipment, etc.

(1) Top facilities such as air vents, signs, speakers, ceiling lights, exposed pipes, etc. should be kept clear of Smudge-free and dust-free.

(2) After cleaning, the glass will always remain bright and free of watermarks, fingerprints and other stains.

(3) The matte and stainless surfaces of stainless steel mirrors and steel decorations remain as bright as new and show their true colors.

(4) The steps of the escalator are free of dust and stains; the glass on both sides is bright and free of watermarks, fingerprints and other stains; the baffles are bright and free of stains and dust; the escalator’s The stainless steel is bright and free of watermarks, fingerprints and stains; the rubber rolling belt has no dust or stains.

(5) The elevator doors and internal stainless steel of passenger elevators and service elevators must be bright and free of fingerprints and stains; the door tracks must be free of stains and dust; the carpet must be stain-free; and the mirror surface must be smooth and free of stains. print.

(6) The surface of wooden equipment must be dust-free, scratch-free and stain-free.

4. Guest toilet

(1) The mirror surface is bright and dust-free, and the dressing table surface has no water stains or hand sanitizer drops.

(2) The surface of the door and guard panel is dust-free, scratch-free and stain-free.

(3) The true color of stainless steel is visible when it is bright.

(4) The hand dryer and urinal must be clean and dust-free, and special attention should be paid to wiping the rear of the hand dryer.

(5) The toilet must be unobstructed and free of foreign matter, stool stains, scale and odor. Pay attention to the fact that there should be no scale on the water outlet.

(6) There are no foreign objects such as urine alkali, cigarette butts, phlegm stains, etc. in the urinal. Replace the odor-avoiding ball in time.

(7) The walls and floors should be bright and shiny, and special attention should be paid to wiping urine from the ground near the urinals.

(8) There is no dust accumulation on the door hinge, door closer and door ventilation hole.

(9) Clean the dirt in the trash can regularly, and there should be no stains or water marks on the surface of the trash can.

(10) The faucet is bright and shows its true color, with no water stains or watermarks.

(11) The items provided to guests are arranged neatly, and cleaning tools are stored not exposed to the sight of guests

6. Create guest files

7. Provide various front office services

Front office receptionist work flow

1. Reception position work flow

(1) Check and adjust yourself 5 minutes before going to work Make sure you have a good appearance and appearance, and hand over the work with the previous shift to understand the expected situation of the day, what work needs to be done, and what problems need to be solved.

(2) Check the completion of various tasks, especially whether all types of reports are complete, and then send waiters to copy and distribute them to relevant departments.

(3) The staff responsible for room allocation will pre-allocate rooms to guests with special requirements, group guests and important guests of the day based on the type and quantity of hotel vacancies and the guest's reservation requirements.

(4) Organize the table, enter the assigned room number into the computer, and check it carefully, then copy the group slip and distribute it to the luggage group and relevant floors.

(5) After the team room inspection is completed, immediately print the vacancy list and check it with the floor.

(6) Check individual guest rooms.

(7) Use the free time to check the orders, take out the orders of the guests who have arrived, indicate the number of people and room numbers on them, and transfer the receipts and credit cards of the guests who have arrived to the cashier.

(8) Print a room opening status table, covering the expected number of rooms, the actual number of rooms, the number of groups and the number of important individual guests on the day, and hand it to the next shift when handing over.

(9) During the shift, if there are problems that need to be solved or important notices, they must be recorded clearly in the handover book to prevent delays.

2. Operational requirements for reception positions

(1) Team reception requirements

① When guests arrive, they must first take the initiative to greet and say hello. Ask the relevant accompanying personnel about the number of people in the group, the number of rooms booked, etc., and find out the records of the group as quickly as possible.

② Recheck whether the room number is correct, and ask the accompanying person to sign the "Team Check-in Registration Form".

③ Verify whether the contents of each service are consistent, and they must be consistent before you can open a room. If there is any inconsistency, agreement must be reached with the tour leader or accompanying person.

④ The contract must be strictly followed, and arbitrarily adding or removing rooms is generally not allowed.

(2) Requirements for individual guest reception

① Say hello to guests, welcome them, and express your willingness to provide services.

②Ask arriving guests whether they have reserved a room. If you are a booking guest, you can give them a welcome speech. If the guest does not have a reservation, if there are vacancies, we should try our best to meet his accommodation requirements. If the hotel is full, it is best to help the guest contact other hotels.

③Fill in the accommodation registration form. The accommodation registration form is generally made in two copies, while the temporary accommodation registration for overseas personnel is made in three copies. The accommodation registration form should include the guest’s name, gender, occupation, nationality, ID card or visa number, etc. The guest must be asked to fill it in carefully. .

④ Confirm the type of room, room rate and payment method with the guest. If the guest pays by credit card, the receptionist must first confirm whether the hotel can accept the card held by the guest and whether the card held is valid.

⑤ Fill in the room card. While the guest fills out the accommodation registration form, the receptionist should fill in the room card for the guest and hand it to the guest.

⑥Contact the housekeeping department. After the guest has checked in, the receptionist should notify the housekeeping department of the guest's check-in information so that they can prepare for the reception in advance.

⑦ Make guest bills. Print the guest's name, date of arrival and departure, room number, room type, room fee payable, etc. on the printed bill, and send it to the front desk cashier for storage together with the accommodation registration form, guest's credit card, etc.

3. Handling of Frequently Asked Questions in Front Office Reception

(1) Guests do not want to check in

① You should understand the guest’s thoughts and patiently explain and fill them out The accommodation registration form is necessary. If the guest is afraid of trouble, you can fill it out on his behalf and have him sign for approval.

② If the guest has concerns and is afraid of being disturbed, you can patiently explain to the guest and make a guarantee to reassure him.

(2) The visitor requests to check the guest's room number

First check the guest's room number, then contact the guest, obtain the guest's consent, and then tell the visitor the guest's room number .

(3) When the room is in short supply, the guest requests to extend his stay

① Taking care of the interests of the guests who have already stayed is the first priority, and would rather introduce other guests to the guests who are about to come to the hotel. Hotels cannot evict guests who are already staying at the hotel.

② You can first explain the hotel’s difficulties to existing guests and ask for their opinions on whether they are willing to move to another hotel to extend their stay. If the guest is unwilling, the reservation office should be notified as soon as possible to find another room for the upcoming guest, or contact other hotels.

(4) When guests leave the hotel, they take away their belongings from the room

Some guests often take away items from the hotel when they leave out of greed for petty gains or to leave a souvenir. Teacups, towels and other supplies. In this case, it is inappropriate to ask the guests directly. It will make the guests unable to get off the stage and destroy the harmonious relationship that has been established between them. The smart way is to tell the guests without leaving any trace: "I can't find the things in your room. Did you accidentally put them where you put them and forget to restore them to their original positions? Could you please help us look for them?"

Hosting guests in the hotel front lobby 10 guidelines

1. Neat appearance/LOOK NEAT AND WELL GROOMED Professional service starts with the appearance of employees. Neat clothing and appearance mean that we value our guests and provide professional services.

2. Give the guests direct attention / GIVE THE GUEST IMMEDIATE ATTENTIONGive the guests direct attention. There may be situations where you may not be able to accommodate a guest right away, but never turn your back on a guest as this can make the individual feel that they are not valued. In this case, you can let the guest know that you are temporarily unable to receive him or her through greetings, glances, or other means. This can eliminate the unpleasantness caused by waiting for guests.

3. Good mental outlook / SHOW PRIDE Do not show a lack of confidence in your mental outlook. This will directly affect the mental outlook of other employees. Likewise, it will also make guests feel that you do not respect them, causing guests to think that the hotel's service level is not professional. Therefore, a good mental outlook plays a big role in both hotel employees and guests at work.

4. Give your guests a sincere and smiling greeting / GREET THE GUEST WARMLY AND WITH A SMILE Give your guests a sincere and smiling greeting, which depends on your facial expression and eyes. When greeting guests, gestures but no words will make the guests feel uncomfortable or think that you don't pay attention to them at all; if there is no facial expression, it is more likely to make the guests feel unwelcome. On the contrary, if you can give guests a sincere and smiling greeting, you can make the guests feel warm and thoughtful.

5. Listen carefully / LISTEN ACTIVELY Listen carefully when talking with guests. This not only allows you to accurately understand the guest's meaning, but also understands the guest's mood, thereby providing better service.

6. MAINTAIN EYE CONTACT During the conversation with the guests, maintain eye contact with the guests. This not only helps with communication, but also makes the guests feel that you sincerely want to help them. , so that even if the guest's request cannot be met in the end, he will not care too much.

7. USE THE GUEST“S NAME After knowing the guest’s name through various methods, do not call Mr. or Ms., but add the guest’s surname. Because the guests are always happy to accept you Use their last names to make guests feel that they are being cared for.

8. PROTECT THE GUEST “S PRIVACY is always careful to talk about guests’ information without their permission. Under such circumstances, disclosure is absolutely not allowed. Because this may cause all kinds of troubles to the guests, and may even cause losses to the guests indirectly or directly.

9. ALWAYS OFFER ADDITIONAL ASSISTANCE After meeting the guests’ needs, always ask if they need any other help. This will make your guests feel that you are happy to serve them.

10. ALWAYS TRY TO SATISFY THE GUEST REQUESTS When guests make requests that the hotel cannot satisfy (requests that do not violate the law or involve various ethical issues and have the possibility of being fulfilled) , don't reject the guests directly, you should help the guests as much as possible first. Even if the guest cannot be satisfied in the end (for any reason), the guest can still feel that the hotel is doing its best to help him.

Daily work rules for front desk foreman

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

(1) Check the shift record to understand the unfinished work items.

(2) Check the status of night review reports, check the distribution registration of various reports, check the night shift key inventory records and whether there are any overnight message letters.

(3) Analyze the reasons for room errors and check whether there are room price signatures that exceed authority, etc.

2． Understand and handle the main work of the day (08:00～09:00)

(1) VIP arrival and departure status and banquet and event notifications.

(2) The situation of the individual customers of the team entering the store on the same day, and the situation of the individual customers of the team leaving the store on the same day.

(3) The current day’s room sales and vacancies, etc.

3. Assign work tasks (09:00)

(1) Assign the main work of the day to the foreman.

(2) Implement the work and precautions for VIP arrival and departure and banquet activities.

(3) Arrange temporary tasks assigned by superiors and issue basic requirements for room allocation on the day.

4. Check daily work (09:00～14:00).

(1) Domestic guest registration form and foreign guest registration form.

(2) Order preservation and introduction letter, guest registration, email, message delivery and sending.

(3) Employee grooming and employee replacement meals arranged by the foreman.

(4) Permissions, price execution, facilities, equipment and maintenance, sanitation and reading shelf display.

(5) Data archiving.

5. Host regular meetings.

(1) Evaluate the work of the day, assign work tasks, announce new regulations, and report relevant situations.

(2) Convey effective notices, etc.

6． Check the completion of work (14:00～17:00).

(1) Check-out schedule for the next day, extended check-out schedule and room error schedule.

(2) Check the completion of work and others.

7. Think and understand.

(1) Unfinished work of the day and work plan for tomorrow.

(2) Problem handling and coordination with relevant departments.

(3) Tomorrow’s VIP arrival and departure status, tomorrow’s room rental and vacancy status, and others.

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

9. Things to note.

(1) Report the front desk information to the department in a timely manner, including: the availability of guest rooms; the arrival of unbooked VIPs, the complaints reported by guests, and the failure to coordinate with other departments, Important events taking place in the hall.

(2) Coordinate the relationship between the team and the team. Mainly refers to the relationship with the following work groups: room service, financial checkout, sales reservation, front office baggage, catering reservation, front desk switchboard, front desk business center, and lobby manager.

(3) Strengthen the training of subordinates in daily work.

Front desk service

As the window of the hotel, the front desk is the first impression the hotel gives to guests. We maintain our best image, smile and be full of energy, and use our most beautiful We greet guests from all aspects, so that every guest will experience our sincerity and enthusiasm when entering the hotel, and truly feel at home.

One-stop service.

We need to be familiar with the basic situation of the hotel. We not only need to be familiar with the room types and their characteristics, be familiar with the operating procedures, and provide guests with check-in, check-out, guest inquiry and other services quickly and accurately, but we also need to understand the basics of the hotel's various operating departments. knowledge and the latest promotions and other information. In order to provide customers with faster services.

Pay attention to guest preferences. When a guest enters the hotel, we should take the initiative to say hello. When addressing the guest, if he is a regular guest, he must accurately state the guest's name and position. This is very important. The guest will feel that he is respected and valued. . We also collect information about guests' living habits, personal preferences and other information, and do our best to satisfy guests, so that guests can experience unexpected surprises every time they stay in the hotel.

Intimate sales. Ask the guests if they need help. When the guests need accommodation, they should first listen carefully to the guests' requirements. Make recommendations by observing and listening to the room types and room prices the guests need, and strive to satisfy the guests. When describing the situation of our hotel to the guests, we must Focus on introducing the features and advantages of the hotel so that guests have a certain understanding of the hotel. If necessary, let guests visit the room first. For guests with different personalities, we can take different approaches. For example, for introverted and hesitant guests, we can help them make decisions, provide more suggestions, and speak softly.