Hotel lobby manager management system

Hotel lobby manager management system;

Responsibility 1:

Receive and greet guests and check the reception of important guests. Handle guest complaints and file important complaints.

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

Answer guests' inquiries and provide necessary help and services to guests.

Be familiar with the characteristics of guests, take the initiative to solicit their opinions, and actively coordinate the relationship between hotels and guests.

Responsible for signing, keeping, finding and claiming the items left by guests.

Coordinate the relationship between departments.

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

Supervise the staff to operate according to the standard, serve politely, and check the work of the front office staff.

Assist the cashier at the front desk to deal with the guest's accounts and deal with the guest's claim for damage to hotel property.

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

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

Responsible for managing the sanitation and order around the hotel and the parking lot.

Responsibility 2:

Welcome VIPs on behalf of the hotel, handle the main time and record special VIPs and notable guests.

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

Make a good record of VIP guests leaving the hotel and implement every detail of VIP reception.

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.

Record and handle the work of changing locks and keys.

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

Handle guest complaints and solve problems correctly according to guest psychology.

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

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

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

Keep close contact with the security department and the reception desk, get information and make "accident" and "patient" reports.

Check the alarm room with security guards and engineers.

Cooperate with the finance department staff to collect the accounts owed by the guests who are still staying in the hotel.

In an emergency, correct instructions must be given.

When there is no leader asking for instructions in the event of a dangerous accident, we should make decisive decisions and evacuate the guests when necessary.

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

Responsible for handling lost and found valuables.

Check the items in the lobby that need maintenance, and urge relevant departments to maintain them in time.

Do a good job of fire prevention and theft prevention in this group.

Reflect employees' performance and guests' opinions to the leader.

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:

Supervise and check the work quality of front desk and waiter.

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

Answer guests' inquiries and provide necessary help and services to guests.

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

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

Cooperate with the finance department staff to collect the accounts owed by the guests who are still staying in the hotel.

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

For the items in the lobby that need maintenance, urge relevant departments to maintain them in time.

Do a good job of fire prevention and theft prevention in this group.

Reflect employees' performance and guests' opinions to the leader.

Insist on recording the day's events and complaint handling in the duty book every day and report to the front office manager.

Complete other tasks assigned by the leaders.

Responsibility 4:

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

Service desk service

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.

Guest reception

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 to 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.

Handle guest complaints.

Deal with all kinds of guest complaints, be patient and considerate.

Give the guests a sense of satisfaction.