Hotel front desk service etiquette

Front hall service etiquette

(1) Foyer service etiquette

① When seeing guests coming, you should smile and take the initiative to express warm welcome and greetings Guest: "Hello! Welcome!" and bowed 15 degrees.

②Resident guests should be called by their surname to express politeness and attention to the guests.

③When guests arrive in large numbers, try your best to allow every guest to see a warm smile and hear a cordial greeting.

④ When guests arrive by car, they should immediately greet them and guide the vehicle to park, then open the door with one hand and block the upper edge of the door frame with the other hand to prevent guests from bumping into each other. If you are a guest who believes in Buddhism or Islam, due to religious rules and customs, you cannot protect your roof.

⑤ If it rains, hold an umbrella to prevent guests from getting wet. If guests bring umbrellas, storage services should be provided for them and the umbrellas should be placed on a dedicated umbrella stand.

⑥ For the elderly, children, and disabled guests, greet them first and provide necessary assistance after obtaining consent to show care and concern. If a guest doesn't want special attention, don't force it.

⑦ After guests get off the car, they should pay attention to whether there are any items left on the car seat. If they find any items, they should promptly remind the guests or help them take them out.

⑧If a taxi driver encounters the phenomenon of "robbing customers", he should protect the interests of the guests and handle it tactfully.

⑨ When guests leave the hotel, they should guide the car to a location where it is easy for the guests to get on the car, and open the car door for the guests to get on. After seeing clearly that the guests are seated, they gently close the car door, say goodbye with a smile: "Thank you for coming, welcome to come again next time, bye!" and wave, and watch him leave.

⑩ Do your daily duty work proactively, enthusiastically and conscientiously. Try to take the initiative to guide the guests in front of them or call them to contact taxis. Receive visitors politely and in accordance with regulations, be warmly welcoming, helpful, serious and responsible, and cannot ignore them.

(2) Luggage service etiquette

① When guests arrive, they should greet them warmly, greet them with a smile, and help carry their luggage. When a guest insists on carrying items in person, respect the guest's wishes and do not force them to take them. When loading luggage on a cart, handle it with care and avoid throwing, stacking or weighing it anywhere.

② When accompanying the guest to the main service desk to complete the accommodation formalities, the waiter should stand one meter behind the guest and wait so as to accept the guest's instructions at any time.

③When leading a guest, walk two or three steps ahead and to the left of the guest and follow the guest’s pace. When you encounter a corner, smile and signal to the guests.

④When taking the elevator, the bellman should take the initiative to press the elevator button for the guest, block the elevator door frame with his hand, and ask the guest to enter the elevator first. In the elevator, bellmen and luggage should be placed to the side so as not to hinder the passage of guests. When arriving at the floor, guests should be politely allowed to step out of the elevator first. If there is large luggage blocking the way out, transport the luggage out first, then block the elevator door with your hands, and then ask the guest to get out of the elevator.

⑤When leading guests into the room, ring the doorbell or knock on the door first, pause for three seconds, and then open the door. When opening the door, turn on the aisle light first, scan the room and then invite guests into the room.

⑥Enter the guest room and place the luggage on the luggage rack according to the regulations or put the luggage away according to the guest's instructions. The front of the box should be facing up and the handle should be facing out for easy access by guests. After checking the luggage with the guest to ensure that there are no errors, you can briefly introduce the facilities in the room and how to use them. Ask the guest if he or she has any other requirements. If the guest has no request, he or she should say goodbye politely and leave the room promptly.

⑦ Before leaving the room, you should smile and say goodbye politely to the guest. After leaving, look at the guest, take a step back, then turn around and exit the room, and gently close the door.

⑧When guests leave the hotel, the bellman must ring the doorbell or knock on the door to announce before entering the guest room, and can only enter the room after obtaining the guest's permission.

⑨ When guests leave the hotel, they should ask about the number of luggage items and carefully count them, and transport them to the car in a timely and secure manner.

⑩After putting away the luggage, you should join the receptionist in the hall to say a warm farewell to the guests, "Welcome again" and "I wish you a pleasant journey", close the car door, wave and watch the vehicle leave.

(3) Reception service etiquette at the front desk

1. Reception service etiquette

① When guests are 3 meters away from the reception desk, they should look at them. When guests come to the front desk, they should greet them warmly with a smile, then ask about their needs and take the initiative to provide help to them. If a guest needs accommodation, he should politely ask if he has a reservation.

② When there are many guests during peak hours, they must handle them in order, paying attention to "take one after another, greet two and greet three", that is, receive one with your hand, greet one with your mouth, and greet the third through your eyes, expressions, etc. A message is conveyed so that customers feel respected and not left out.

③Be polite when checking and checking the guest's ID and registration form, with the word "please" in the front. Thank you for keeping it." After confirming that it is correct, you should quickly return the certificate and express your gratitude. When you know the guest's last name, you should address the guest by the last name as soon as possible to make the guest feel warm, cordial and respected.

④ Deliver to the guest When handing out documents and certificates, you should lean forward and hand them over to the guest with the text facing them. If the guest is signing the bill, you should open the pen cover with the tip of the pen facing you, hand the bill with your right hand and the pen with your left hand.

⑤After filling in the accommodation registration form, guests should try their best to arrange the room according to the guest's request. When handing over the room key to the guest, the guest should politely introduce the room situation and wish the guest a happy stay.

⑥If the room is full, explain patiently and ask the guest to wait to see if there is another opportunity. In addition, you can also recommend other hotels to the guest, take the initiative to call the guest, and welcome the guest next time with enthusiastic help.

⑦After important guests enter the room, they should promptly ask the guest on the phone: "Are you satisfied with this room?" "If you have anything else, please feel free to ask, we will be at your service at any time." Show respect for guests.

⑧When guests express their interest in the hotel, greet them with a smile and welcome them in a sincere manner. You should listen attentively when guests speak and never argue or argue with guests. If you retort, handle it properly with a sincere apology

⑨Archive guest information in a timely manner so that targeted services can be provided at the next reception.

2. Reservation service etiquette

① When guests come to the counter to make a reservation, they must be warmly received, proactively ask for needs and details, and respond in a timely manner. If there is a room requested by the guest, proactively introduce the facilities and prices, and help the guest fill in the reservation. If there is no room requested by the guest, you should apologize and recommend other rooms; if you cannot accept the reservation because it is full, you should apologize and enthusiastically introduce other hotels to the guest.

② When the guest makes a reservation by phone. , answer the questions promptly and politely, proactively inquire about the guest’s needs, and help implement the reservation. The content of the reservation must be recorded carefully and repeated to the guest to avoid mistakes. If the reservation cannot be accepted for various reasons, you should apologize and enthusiastically introduce other options to the guest. Hotel.

③When accepting reservations, the quotation should be accurate, the records should be clear, the procedures should be complete, the processing should be fast, and the information should be accurate.

④After accepting the reservation, you should keep the reservation promise and do it in earnest. Check the work and reception arrangements before guests come to the store to avoid mistakes.

3. Inquiry service etiquette

① When guests come to inquire, you should smile, look at the guests, and greet them proactively. .

② Listen carefully to the content of the customer's inquiries, answer questions patiently, answer every question, use appropriate words, and be concise and to the point.

③ Do not shirk in the service. , neglect, ignore the guest or simply answer "no" or "don't know". When you encounter a question that you are not clear about, you should ask the guest to wait and consult the relevant departments or personnel before answering. Avoid using "maybe" or "probably". "," "maybe" and other vague language should be used when dealing with guests.

④ Apologize for questions that are sensitive to political issues or are beyond the scope of the business and are inconvenient to answer.

⑤ When there are many guests, it should be busy but not chaotic and orderly. Ask questions first and answer urgent questions quickly, so that different guests can receive appropriate reception and satisfactory answers.

⑥When accepting a message from a guest, record the content of the message or ask the guest to fill in the message slip. Be responsible and forward the message to the recipient on time and as required.

⑦ When listening to the phone, when you see a guest coming, you should nod and ask the guest to wait, and end the call as soon as possible to avoid keeping the guest waiting. After you put down the receiver, you should apologize to the guest.

⑧ Use more civilized terms such as "you", "please", "thank you", "sorry" and "goodbye" in services.

4. Checkout service etiquette

① When guests come to the front desk to pay and checkout, they should greet them with a smile. Provide efficient, fast and accurate services to guests. Don't be careless and cause the embarrassing situation of guests waiting for a long time.

② Confirm the guest’s name and room number, and check the date of stay and payment items on the spot to avoid suspicion that the guest has been overcharged by the hotel.

③When delivering the bill to the guest, the text on the bill should be facing the guest; if the guest signs the bill, the pen cover should be opened, the pen tip faces you, hand the bill with your right hand, and the pen with your left hand.

④When a guest makes a request that the hotel cannot meet, do not refuse it bluntly, but explain it tactfully.

⑤ If there are many check-out customers, politely signal the customers to wait in line and proceed one by one. This is to avoid confusion at the cashier due to customers swarming around, resulting in settlement errors and adverse effects.

⑥After the checkout is completed, politely thank the guest and welcome the guest to come again.

5. Other service etiquette

① If there is mail from the guest, especially express mail, you should find a way to deliver it to the guest immediately without unreasonable delay. If it is determined that the guest is away, the mail should be placed properly and delivered in time when the guest returns. Sending and receiving emails must be quick and accurate.

② When contracting the business of purchasing various air tickets, ferry tickets, and bus tickets for customers, we should try our best to handle it according to the needs of the customers.

③When handling matters for customers, you should inquire about the product name, quantity, size, color, shape and time requirements of the matters to be handled, and collect payment in advance from the guest.

(4) Telephone switchboard service etiquette

①Stick to your post, concentrate, insist on using polite language in reception services, and avoid using "hello", "I don't know", " I'm very busy now", "what" and other statements.

② Answer the phone quickly and do not let the phone ring more than three times; take the initiative to greet the other person "hello", report your store name and position, and provide sincere help. If the business is busy and you answer the phone after three rings, you should apologize to the customer: "Sorry for keeping you waiting!"

③When communicating on the phone, keep your lips about 1 inch from the microphone. If you get too close, the sound effect will be poor; use your left hand to answer the phone so that your right hand can make necessary notes.

④Smile, make your language cordial, sweet and friendly, the intonation should not be too high, the speaking speed should not be too fast, and the words should be concise and appropriate.

⑤ Be familiar with commonly used numbers and transfer calls quickly and accurately according to customer requirements. If no one answers the transferred call, avoid using "not there" to dismiss the guest. Instead, ask if you need to leave a message.

⑥ Have note paper and pen ready by the phone at all times. When guests leave messages, listen carefully and record them. Repeat the messages to confirm, follow up and fulfill your commitments to guests, and be enthusiastic and Be patient and careful.

⑦ When answering calls and looking for information for guests, do not let the other party wait for the call for more than 15 seconds. When asking the other party to wait for the call, you should apologize to them: "Sorry, please wait a moment." If you cannot find out for a while, you should promptly say to the other party: "Searching, please wait a moment."

⑧ Pay attention to professional ethics, respect other people's privacy, and do not eavesdrop on other people's phone calls.

⑨After the call is over, you should say goodbye warmly and wait until the other party hangs up the phone before turning off the key.

(5) Service Etiquette of Assistant Lobby Manager

① When receiving guests, you should be enthusiastic and focused, listen carefully with a humble and compassionate attitude, and let the guests finish their words.

① Ask questions in detail about the issues reflected in customer complaints and record them in person to show solemnity.

③Be able to put yourself in the guests’ shoes and handle guests’ problems and complaints in a positive and responsible manner. Meet the guests' requirements as much as possible without violating the rules and regulations.

④ When a guest loses his temper, stay calm and wait for the guest to calm down before explaining and apologizing politely. Be tolerant and patient, and never argue with the guest.

⑤ Try to maintain the self-esteem of the guests, and at the same time maintain the image and reputation of the hotel. You cannot give up your position on issues of principle and should deal with them tactfully and flexibly.

⑥ Any opinions and complaints from guests should be given clear and reasonable explanations, and efforts should be made to resolve them before the guests leave the hotel, and the guests should be thanked.