How to be a good hotel front office manager

Quality of front office manager of hotel: 1. Agile thinking II. Broad-minded. Calm down. 4. Familiar with the business of each department. The lobby of a fashion hotel is also called front desk, front desk, front desk, etc. Usually located in the hotel lobby, it is responsible for promoting hotel products and services, organizing reception business and dispatching comprehensive services. Provide room sales, check-in registration and accounting treatment on behalf of the hotel. Hotel front office management is to book, register, control rooms, settle accounts and audit hotel guests.

Front office management is comprehensive, comprehensive and coordinated in the hotel, which is the nerve center of the hotel and the link between customers and the hotel. Customers' first impression and final impression of the hotel are formed in the lobby, and the overall service quality and service level of the hotel are concentrated in the lobby. The main task of the front desk is 1. The first task of the front desk is to sell the house. On the basis of participating in the hotel market research and market forecast, participate in formulating the house price and promotion plan, cooperate with the sales department to carry out publicity and promotion activities, carry out room reservation business, control the room rental situation, and handle the check-in procedures for customers. Under the guidance of the hotel's overall sales plan, complete the sales of unreserved rooms and the actual sales of booked individual customers. 2. Provide various comprehensive services. The front office is the focus of customer service, such as welcome service, inquiry service, complaint handling, luggage handling for guests, taxi service, post and telecommunications service, etc. 3. Contact and coordinate the customer service lobby is the bridge between the hotel and customers. According to the requirements of guests, keep effective contact with all departments of the hotel, timely deliver relevant customer service information, coordinate customer affairs involving multiple departments, ensure accurate and efficient customer service, and establish a good image for the hotel. 4. Managing guest accounts The front office is the financial processing center in the process of hotel business operation, which mainly manages the guest's bills, records the expenses of the guests during their stay in the hotel in time, conducts daily accounting and accumulation, and keeps the accounts accurate, so as to smoothly check out the guests before they leave the hotel. 5. Processing related information The front office is the center of customer activities and the distribution center of all kinds of information, including external market and internal management. The front desk should not only collect this information, but also process it and send it to the corresponding operation management department. Difficulties in front desk management 1. The work content is complicated. The front office has a wide scope of work and many projects, which usually include sales, warehousing, reception, cashier, inquiry, ticketing, reservation and so on. Moreover, every job has corresponding specifications and requirements, which must be strictly observed in the specific operation process in order to satisfy customers. This service covers a wide range. The front office has a coordinating function in the management of the whole hotel. It is necessary to be familiar with not only its own business, but also the situation of other departments in order to help customers solve problems. 3. Most front halls of hotels with high professional requirements are managed by computers, and employees must undergo professional training before they can take up their posts. When helping customers overcome difficulties and answer questions, employees are also required to have the corresponding ability and business knowledge background, which puts higher demands on the quality and professional and technical level of employees. The front desk is the department that has the most contact with the guests. Every day, we face all kinds of guests, some are gentle, some are grumpy and easy to get angry. If the employee's mistake makes the guest angry, it is understandable and tolerable, but it is obviously the guest's problem, and the employee must be blamed. At this time, as an employee, it is inevitable that you will not be convinced, but you should be kind and serve your guests well. Therefore, they should be competent for their duties at the front desk. Successfully managed the hotel lobby 1. The staff quality management lobby is the window of the hotel, and the mental outlook, working ability, service skills and service attitude of the staff directly affect the economic and social benefits of the whole hotel. Front office management, in addition to scientifically and effectively managing the work of each post in the front office, also requires strict employment standards, strengthening the training of new employees and continuing education of employees, establishing the emotional management mechanism of employees, and maintaining a good working attitude of employees. Front office staff should also strengthen their sense of service and strive to be enthusiastic, meticulous and thoughtful; Generous, polite and smiling; You should have good language and expression skills, love your job, and do your job conscientiously and responsibly. In order to make customers feel at home, employees must practice basic skills, be clean, tidy and generous according to hotel regulations, give people a sense of intimacy and improve their personal quality in all aspects. 2. Room sales management is good at knowing people. Excellent front office staff should know all about people from the moment the guests step into the store door in a simple welcome process, and use different sales strategies to achieve the sales target as much as possible. When talking with the guests, the front office staff should make the guests feel that the products sold by the hotel are worth the money. In the process of price negotiation, the duty of the front office staff is to guide the guests and help them choose. When quoting a price to a guest, you can offer different prices to choose from according to the characteristics of the guest. The guests hesitated in their choice. Employees can ask questions to understand the characteristics and preferences of the guests, analyze the psychology of the guests, introduce them patiently and pertinently, eliminate the doubts of the guests, and use sales skills to help them make choices. Even if the sale is not successful, thank the guests for coming. Welcome to visit again. Once the guests make a choice, they should express their appreciation and gratitude for the choice, and immediately go through the follow-up procedures for the guests to minimize the waiting time of the guests. Such employees should be cultivated and trained in peacetime. Use a large number of cases and situational teaching methods to guide and exercise employees' insight and improve their ability in practice. 3. Reservation management Front office reservation is a very important job. In order to make a good reservation, we need to do the following. One is to accept reservations. First, check the control book or computer. If there is a room available, fill in the reservation form immediately. And indicate the guest's name, arrival and departure date and time, room type, price, settlement method, dining standard and type. The second is to confirm the reservation. After receiving the guest's reservation request, we should immediately compare the guest's reservation with the utilization rate of the hotel's future rooms and decide whether to accept the guest's reservation. If so, we should confirm the guest's reservation. The third is to refuse the reservation. If the hotel can't accept the guest's reservation, it should refuse the reservation and put forward a series of suggestions for the guests to choose from. The fourth is to check the reservation. In order to improve the accuracy of booking and the occupancy rate of the hotel, we should check with the guests many times in advance before they arrive at the hotel and ask if they can arrive at the hotel as scheduled. Are there any changes in the number of people, time and requirements? The inspection usually takes three times. The fifth is to cancel the reservation. For various reasons, guests may cancel their reservations before they arrive at the store. When accepting a cancellation, you should not show unhappiness on the phone, but let the guest know that he can come to the hotel at any time and be welcomed. Correctly handling the cancellation of reservations is of great significance for hotels to consolidate the tourist market. The sixth is to make an appointment change. Reservation change refers to the temporary change of the expected date, number of people, requirements, time limit, name and means of transportation before arrival, and the reservation should be adjusted in time after the change. Seventh, oversold and its handling. Overbooking is a phenomenon that the hotel consciously uses the number of room reservations it accepts to exceed its room reception capacity in a certain period of time. Its purpose is to make full use of hotel rooms and improve the room occupancy rate. Oversubscription should be based on its own actual situation and reasonably grasp the "degree" of oversubscription. If the guest cannot stay because of overbooking, the hotel should sincerely apologize to the guest and ask for understanding, and immediately contact another hotel of the same level for assistance. In the case of connecting rooms, as long as there are vacancies in the store, guests can take them back if they want. The above are the skills of booking, which are also the knowledge that booking staff must master, mainly relying on the accumulation of employees' personal work at ordinary times. 4. The front office of labor discipline management is an important reception place of the hotel. In order to maintain the image of the hotel and receive tourists well, it is necessary to have higher requirements for employees to abide by labor discipline. You must abide by the labor discipline of the hotel, and you must not leave your post without reason during working hours, and you must not stay at your post after work; It is forbidden to make personal phone calls and do things unrelated to work during working hours; Change meals in strict accordance with the prescribed time, and do not eat during the duty except during the meal time; It is strictly forbidden to get together to chat, receive visitors and show people around the hotel during working hours; Noisy and slapstick in public places are strictly prohibited, but the requirements for the front office staff are higher. Insist on standing, smiling, honorific and civilized service at work, so that guests feel more cordial and safe, and must not have disputes with guests. When problems are found, they should be reported to the department manager and team leader in time for handling. 5. Complaint management Complaint management includes accepting complaints and handling complaints. When accepting a complaint, you should keep calm, invite the complaining guest to an appropriate place if necessary and possible, and listen to the guest's opinions patiently with a sincere, friendly and humble attitude; Don't show boredom when listening, and don't interrupt the guest's statement; Don't argue and criticize with the guests, let them calm down as soon as possible; Tell the guests in a friendly tone and try to show sympathy and respect for the guests. When handling complaints, you should know what happened and why from the relevant personnel, and you should not listen to one side of the story. If it is a mistake in the hotel's work, we should sincerely apologize to the guests, admit the mistake, and say that we will definitely improve, give the guests a certain discount and make up for the mistake. I want to apologize to the guests for the complaints that I can't solve within my authority, thank them for their complaints, and report them step by step immediately. The hotel should inform the guests in time after the result comes out. If it can't be solved, apologize to the guests again and get their understanding. 6. A certain amount of natural light should be introduced into the environmental management hall, and different lights should be properly matched to ensure good lighting effect. The floors, walls and chandeliers in the main activity area of the lobby guests should be mainly warm colors to set off the luxurious and warm atmosphere. The service environment and guest lounge in the lobby are cooler in color, giving people a quiet and peaceful state of mind and creating a unique quiet and relaxed atmosphere in the lobby. The temperature in the lobby is suitable, the ventilation effect is good, the fresh air is moderate, all kinds of noise are reduced, the lobby environment is beautified with soft and comfortable background music, and the mood of employees and customers is warmed. 7. Gate management The front door of the front hall usually consists of a front door and a side door. The appearance of the door should be novel and distinctive, which can attract guests. Glass revolving doors are mostly used in the main entrance of hotels. The performance of the revolving door should be reliable, and the screws should be firm to prevent the guests from being caught. For safety reasons, the main entrance of the hotel should be closed at night, leaving only the side door. In front of the hotel gate, there should be a space for guests to get on and off, a return lane and a parking lot, which are convenient and safe for guests to enter and leave, and there should be enough space outside the gate to temporarily place the luggage of guests entering and leaving the store. Wheelchair access for the disabled should also be set next to the front steps to facilitate the disabled to enter the shopping mall. Carpets are usually laid at the gate for guests to enter the lobby after cleaning their soles, so as to keep the lobby clean and prevent wet shoelaces from slipping into the lobby.