What is the position and function of the hotel lobby in the hotel? Ask experts for answers.

The position and function of the front office

The front office is a comprehensive department that organizes customers, sells room products, organizes reception and coordinates the services of various departments of the hotel, and provides various front office services for guests. As an important department in hotel management, the front office promotes the business activities of other departments by selling rooms, and provides various information references for hotel decision makers and functional departments. At the same time, the lobby is also the only place where every guest arrives and leaves the hotel, where the hotel's service to guests begins and ends, and where guests form their first and last impressions of the hotel. The front hall is the window of the hotel, the nerve center of the hotel and the bridge and link between the hotel and its guests. Its operation will directly affect the overall service quality, management level, economic benefits and market image of the hotel.

First, the lobby is the business window of the hotel, reflecting the overall service quality of the hotel. The service quality and grade of a hotel can be reflected from the front hall. A customer once said: "whenever we walk into a tourist hotel, we don't need to look at its star bronze medal, nor do we need to ask who its owner is." With our "cosmopolitan" experience, it is usually easy to "sniff" out whether this hotel is a joint venture hotel, whether it is managed by a foreign party, and what the star rating is ... "It is in this sense that some people regard the front hall as the" face "of the hotel. Is this a face? It depends not only on the luxury of the design, layout, decoration, lighting and other hardware facilities in the lobby, but also on the mental outlook, work efficiency, service attitude, service skills, courtesy and organizational discipline of the front office staff. The front office is the representative of the hotel management organization, 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 at the front desk. When they encounter difficulties, Xu Niu will help them find the front desk. If they are not satisfied, they should also call the front desk. It can be seen that the work of the front office directly reflects the work efficiency, service quality and management level of the hotel, directly affects the overall image and operating results of the hotel, and its role is very important.

Second, the front hall is the place where the first impression and the last impression are left to the guests. The front hall is the first contact department after the guests arrive at the store, so it is the place to leave the first impression and the last impression for the guests. Psychologically speaking, the first impression is very important, and guests always use this first impression to evaluate the service quality of a hotel. If the first impression is good, then if something goes wrong during his stay, he will think that this happens occasionally and can be forgiven; On the contrary, he thinks it is inevitable that this hotel has such poor service quality. It is difficult to change the bad impression of the hotel in his mind, and he will also find fault with the service of the hotel. In addition, when guests leave the hotel, they also leave from the lobby, so this is also the place where they leave their last impression, and the last impression stays in their minds for the longest time. The final impression depends largely on the courtesy and service quality of the front desk attendant. If the waiter has a bad attitude and is inefficient, it will leave a bad last impression on the guests and make the good service provided by the hotel "wasted" during their stay in the hotel.

Third, the front desk has a certain economic role. It can not only directly obtain economic income by providing postal, telecommunications, ticketing and taxi services, but also directly affect the number of guests received by hotels. Therefore, the front office should actively promote hotel products and never passively wait for guests to come to the door. This is especially true when the supply of hotel products exceeds demand and the market competition is fierce.

Fourth, the coordination role of the front desk. The lobby is the center of the hotel's business activities. Guest room is the most important part of the hotel, and the front office drives the business activities of other departments of the hotel through the sales of guest rooms. To this end, the front office actively carries out room reservation business, handles check-in procedures and arranges housing for arriving guests, and actively publicizes and sells various products of the hotel. At the same time, it is also necessary to inform the relevant departments of customers, customer situations, customer needs, complaints and other information in a timely manner, coordinate the customer service work of the whole store, and ensure the efficiency and quality of service work.

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 front office staff's service to the guests runs through the whole process of the transaction between the guests and the hotel, from the reservation and check-in before the guests arrive at the hotel to the checkout.

The front hall is like the brain of the hotel, which controls and coordinates the business activities of the whole hotel to a great extent. Every instruction and information sent from here will directly affect the service quality of other departments in the hotel. Therefore, front office staff, especially receptionists, must be careful and often contact and coordinate the work of other departments to ensure the normal operation of hotel machines and improve the overall service quality of the hotel to guests.

Fifth, the work of the front office is conducive to improving the scientific decision-making of the hotel. The lobby is the information center of the hotel, and the information it collects, processes and transmits is the basis for hotel managers to make scientific decisions. For example, in some foreign hotels, the manager decides the future room price according to the reservation information provided by the front office. The front office should also provide suggestions to the hotel management organization regularly as a reference for formulating and adjusting the hotel management strategy.

Sixth, the front office is an important link to establish a good guest relationship. Under the condition of market economy, customers are "emperors" and hotels are industries that provide comprehensive services such as food, accommodation and entertainment for guests. Hotel service quality is ultimately evaluated by the guests, and the evaluation standard is the "satisfaction" of the guests. Establishing a good guest relationship is conducive to improving guest satisfaction and winning more repeat customers, thus improving the economic benefits of the hotel. Therefore, hotels all over the world attach great importance to improving guest relations. The front office is the department where guests have the most contact, and it is an important link to establish a good guest relationship.

Seventh, 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 at the front desk. When they encounter difficulties, Xu Niu will help them find the front desk. If they are not satisfied, they should also call the front desk. As you can see, the work of the front office

In addition, the location and function of the front hall are also related to the historical era in which the hotel is located. In the past, under the seller's market conditions, the hotel's products could not be sold, so the position and role of the front office was limited. In today's world, the market situation of hotels has generally changed from seller's market to buyer's market, and hotels have begun to pay more and more attention to customer demand, taking customer demand as the starting point of marketing work. In this case, the status and role of the front desk is increasingly improved and strengthened.