Matters needing attention in hotel front desk work

Hotel Front Desk Work Notes "Recommended"

Front desk reception is one of the positions in modern enterprises, which is usually mainly responsible for customer visit and registration, telephone transfer and other affairs. Next, I'll share with you the matters needing attention in the front desk work of the hotel. Come and have a look!

1. If a public security officer asks to check the hotel accommodation or enter the room to check the guests, please show your police officer's card and register, and ask him to contact the assistant manager or the duty manager immediately and report to the security manager at the same time.

2. When the front desk needs to read or find the cashier's accommodation information because of work, it must obtain the cashier's consent.

53. When reporting the check-out room number to the room service center, the receptionist takes the initiative to report her name and record the other person's name, so as to facilitate the inquiry of relevant information.

4. In daily work, all sub-departments should report to the manager in time the complaints caused by guests, departments or things beyond their authority, and state the relevant details in writing, so as to understand the details and deal with them in time. When the manager is not in the hotel, call for instructions.

5. Precautions for reception and handover: Continue to hand over the unfinished business of the previous shift, seal the temporarily stored room card into an envelope, fill in the room number, depositor, receiver, reception manager, date and time and other detailed information in pencil, and then stick it on the inner edge of the front desk with transparent glue. For materials and articles, specify the specific location and the name of the handover person, and contact the specific handover person if you don't know on duty.

56. The post-construction meeting was established on June165438+1October 14, 2003 and implemented on June 15. After work, the morning shift and the middle shift will meet in the office to talk about the work and handover, collect the opinions of the guests and deal with the existing problems in time. The morning shift is presided over by the manager and director, and the middle shift is presided over by the assistant manager in the lobby. If the manager and director have a Sunday off, there will be an assistant manager instead. (morning shift 15: 40, middle shift 23: 30)

7. The receptionist will print all the wake-up room numbers of the day and send them to the switchboard after learning about the wake-up of individual guests, teams, meetings and VIPs, and check the wake-up room numbers and time with the switchboard at 23: 10.

8. The switchboard shall set up a special wake-up register to record the relevant contents in detail. 23: 10 in the middle shift, check the relevant matters and room number with the front desk and room service center respectively, and the night shift staff of the switchboard recheck the register to check whether the computer is set up and whether there are any mistakes or omissions. If yes, immediately add.

At 9.23: 30, the assistant manager of the lobby or the foreman of the switchboard and the foreman of the front desk will supervise and inspect the wake-up work.

10. Reservations received by the reservation department above the director will be received internally according to VIP service standards, which will attract the attention of debugging. It will immediately notify the manager and inform the housekeeping manager to pay attention to the hygiene and service of this room.

1 1. When the receptionist opens the room, she should see the room clearly. If the room is tense and the sanitation is not done well, she should explain it clearly to the guests who have already checked in. Guests can put their luggage in the room or rest in the lobby first, and immediately inform the room service center attendant to do a good job of hygiene and tell the guests the waiting time.

12. When the switchboard receives a long-distance call from the guest, it tells the guest that it should pay the deposit for the long-distance call. If the guest says to deduct the deposit, contact the cashier at the front desk to find out about the deposit. If the deposit is not enough, you need to pay a long-distance deposit when you contact the guest again. If the guest is unwilling to pay the deposit, it means the right to make long-distance calls. It will automatically disconnect and so on. ?

13. After receiving the power outage notice from the engineering department, print the power outage notice immediately, and post the notice board next to the elevator and give a warning to avoid unnecessary trouble.

14. For VIP rooms, the personnel above the deputy manager level must supervise the layout of the room and check the sanitary conditions, go to the room three hours in advance to check the implementation, and try to see if the room card can open the door normally.

15. When the guests of foreign teams, especially the Malaysian delegation, check out, the bellboy can only take the luggage in the corridor without being informed by the guests, and can't take the luggage in the room to the lobby without permission, so as to avoid being in a passive situation when the guests raise objections about the loss or damage of valuables.

16. The concierge is only allowed to take the stairs when delivering letters, materials or lighter items to the office area on the fifth floor, otherwise it will be handled according to relevant regulations.

17, regarding shift adjustment, an application form for shift adjustment should be written, indicating the date and shift, signed by both parties and approved by the manager. Once it is found that no one goes to work after the shift, both parties shall be held accountable. No more than three shifts per month or holidays.

18, all leave (including personal leave, sick leave, marriage leave, etc. ) It needs to be approved by the manager 8 hours in advance before implementation. Absenteeism is strictly prohibited, otherwise it will be treated as absenteeism, and those who cheat for holidays by fraud will be dealt with severely once they are found.

19, it is strictly forbidden to talk about * * * in the hotel, especially in the office, let alone report * * * on the office phone, otherwise once it is found to be a gambling phenomenon, it will be dealt with seriously.

20. If you go to other hotels for business training without the approval of the hotel, the hotel will dismiss you; Once it is found that all kinds of information related to hotel management are leaked and losses are caused, the hotel will reserve the right to pursue its legal responsibility.

2 1. After making the room card at the reception desk, it is not allowed to put it on the computer business card printing machine or the main desk to prevent it from being lost in a hurry. Once the room card is lost, you should immediately report the loss, make every effort to find it, and contact the room service center or the corresponding room. After work, it should be explained that the matter has been submitted for analysis and summary.

22. The flag-raising on the first Monday at the beginning of each month requires all personnel to participate except the personnel on duty. If you don't participate for no reason, 2 points will be deducted, and if you don't participate for two consecutive times, 4 points will be deducted, and so on. Those who fail three times will be given a verbal warning and reported to the Human Resources Department for punishment. If there are special circumstances, you need to ask the manager in advance and make up afterwards.

23. Booking in the name of the agreement unit and asking the tour group for breakfast coupons for real estate should adhere to the principle and will not be handled.

24, received a guest request to increase bedding or other facilities to understand the situation first, and then feedback to the room service center. Complaints caused by the failure to meet the requirements of the guests should be reported to the assistant manager of the lobby immediately, and the assistant manager of the lobby should contact the housekeeping department to solve them through consultation.

25. When guests need to temporarily deposit their room cards due to business, they should pack them in envelopes and fill in relevant information, room number, payee's name and temporary depositor's name. , and put it in a unified place at the front desk for convenient and quick search.

26. The reception desk will uniformly report the room numbers of the units that stay in more than 5 rooms (or more) every day to the room service center, so that the room service department can arrange people to check out. Inadequate preparation will lead to slow rounds and cause complaints from guests.

27. When the team checks in, in addition to the meal coupons, the tour guide, the company escort and the driver will issue another meal coupon, and the specific content will be indicated on the meal coupon to facilitate the management and control of the restaurant. Because company escorts use loopholes in hotel management to increase the number of company escorts, which is not conducive to cost control.

28. When the current hall department receives complaints from guests or complaints about falls and diseases, it shall immediately notify the assistant manager of the lobby, and immediately contact the manager on duty at night to understand the scene of the accident and contact the hotel doctor or? 120? Deal with it well and minimize the loss.

29. After receiving the fire alarm, the switchboard shall immediately notify the corresponding department to send someone to check and verify the severity. If it is a false alarm, the record should be restored. If there are other situations, you should inform the manager on duty or the engineering department to solve them.

30. When a guest leaves something in the luggage room, he should fill in the relevant documents, including the name, quantity, handler, date and other items, so as to find out and understand the specific situation.

3 1. When the hotel is full and complains that the air conditioner is not cool and it is impossible to change rooms, it is recommended that guests be equipped with floor fans and ask the leaders for a discount if necessary.

32. When the guests receive the valuables left behind, after verification, they are required to write a receipt, fill in the specific content and ID number and sign it to prevent impersonator.

33. When the customer reports that there is no luggage staying outside the room, the reception desk will investigate the relevant information of the computer, whether the guest has checked out or checked out by phone, and inquire whether there is a deposit at the cashier, whether it is paid in cash or collected. To avoid the incident of complaining again after charging the room rate due to time problems.

34. The receptionist keeps in touch with the housekeeping department before work every day to check the room status and check the room card. When the status of both rooms is abnormal, immediately ask the housekeeper center to send someone to the room to verify and then modify it.

35. When the guest asks the hotel staff to go out to buy medicine due to illness, he should politely decline and suggest the guest to go to the hospital. Because the staff is not a doctor, it is impossible to diagnose the medication situation of the guests, and it is difficult to distinguish the responsibility when the guests have medication problems.

36. When the Public Security Bureau informs the wanted man, it should report to the front office manager and the housekeeping manager to pay attention to this matter, and make relevant precautions.

37. When a guest asks for help to open the door at the front desk, when contacting the room service center after checking that the computer is correct, tell the room service center the characteristics and age of the guest who helped to open the door, which is convenient for the waiter to identify and reduces the need for the waiter to repeatedly verify the identity of the guest to the room service center.

38. Any business contact with other departments of the hotel should be conducted in written form to avoid inaccurate, unfounded events and unclear responsibilities conveyed by telephone contact, telephone notification and oral notification, especially in the ordering and booking business.

39. When the guest requests a late check-out at noon, in principle, tell the guest that the check-out time is 65438+ 02: 00 noon. After this time, the computer will automatically adjust the room rate. I hope the guests will understand and cooperate, and handle it according to the authority under special circumstances.

40. Once the switchboard receives a phone call from a guest complaining about harassment, check the computer immediately. If multiple calls are made from different rooms in the same room, call back to the police and ask the manager on duty to turn off the outgoing call if necessary.

4 1. When the team checks in, the tour guide can issue room cards to the guests first, and then the tour guide or company escort can stay and go through the relevant formalities to avoid a large number of guests staying in the lobby, making noise and speeding up the check-in process. If the group can't show the check-in form when they check in, ask the tour guide to pay in cash or contact the person in charge of the sales department.

42. When the housing is tight, confirm the arrival time of the booked guest and contact whether the booked guest is staying at the hotel. If the overtime is not enough, the front desk has the right to sell it to avoid the economic loss of the hotel due to the vacancy before booking.

43. When the guest deposit is insufficient, rule the room number of the room service center in time and pay attention to it. When the guest asks for help to open the door, don't open the door easily, politely ask the guest to go through the formalities at the front desk and leave a message in the room for dunning.

44, VIP wake-up, in addition to the switchboard computer settings, notify the housekeeper center to ask the waiter to set the wake-up time on the electric control board in the room to ensure foolproof.

45. The switchboard operator must control the right to use the telephone according to the requirements of various departments for telephone control. Those who help them to open a telephone without permission or agree that the telephone bill exceeds the limit shall be investigated for responsibility. The operator of the switchboard must also control the use of two telephones () of the switchboard according to the regulations of the department. Except for the telephone transfer of the chairman or deputy general manager, any telephone call shall not be transferred through the switchboard, and unreasonable telephone charges shall be borne by the switchboard operator.

46, concierge staff from the door back to the concierge to deal with things or non-work needs should bypass the lobby pillar back, not directly through the center line of the lobby back or on duty at the door.

47. The reception desk or concierge is not allowed to use hands-free dialing when using the telephone in the lobby.

48. It is forbidden to talk loudly and gather people at the reception desk, which will neglect the guests and affect the image of the hotel.

49. Don't talk to colleagues in local dialect in front of guests, and talk in Mandarin during office hours.

50. If the signing unit helps the guest to make a reservation, it is necessary to sign the bill or only settle the basic fee, and explain the situation to the guest face to face. If the basic fee is settled, a certain deposit shall be paid. If the guest requests accommodation, please ask the person in charge of the relevant reception unit to confirm whether it is possible and the time of accommodation. After confirmation, please ask the person in charge to sign or indicate clearly on the accommodation form and computer.

5 1. The hotel requires all employees not to talk about customer service on any occasion and at any time? No? 、? No? 、? Don't you know? 、? No? 、? Can't do it? 、? Impossible? When answering the guests directly, you can only say? Just a moment, please. Please leave your room number or telephone number, and I will contact you or try my best to contact you. And other words, otherwise it will cause serious handling of complaints from customers or leaders.

52. Reading newspapers, books and periodicals and talking loudly about things unrelated to work are not allowed at work.

The receptionist must be accurate and clear when reporting the check-out room number and room service center. If necessary, repeat the room number, and it is not allowed to report the wrong room number, otherwise the responsibility of the person who made the mistake will be investigated.

54. At check-in, the reception desk adheres to the principle of guest ID card registration. If you don't have an ID card or someone else's ID card, while adhering to the principle, explain tactfully that this is a public security management regulation, and ask the guests if they have a police officer's card, driver's license, press card or other valid documents. If you don't have a certificate, you are not allowed to stay. If there is a quarrel, you should find the manager on duty to solve it.

When the concierge found a car waiting in the driveway in front of the lobby, he politely suggested that the guests drive to the parking lot to wait, so as not to affect other vehicles and block the traffic.

56. In case of special circumstances, such as slow floor inspection, slow door opening, slow delivery, slow maintenance, etc. , and more than 10 minutes for a long time to cause complaints from guests, the relevant information should be directly reflected to the front office manager, who will communicate and coordinate with the housekeeping manager. The housekeeping manager will investigate and deal with it.

57. All front office employees, including concierge, switchboard, reservation department and reception desk, should register the trends and time in concierge when dining and delivering documents and articles, and be supervised by front office reception desk. If the specified time 10 minute is exceeded, resulting in work pressure or abnormal meals for other employees, it shall be handled according to relevant regulations.

58. All materials copied at the front desk are registered by the reservation department, which is divided into internal and external business registration. Only 45 copies of white paper need to be controlled by the reservation department every day. For copying in the hotel, please show the approval form of the relevant administrative office or department manager first, and the reservation department will register the corresponding paper quantity. After work, the assistant manager or manager in the lobby will check and supplement the paper. If the paper is tight, you can ask the assistant manager or manager in the lobby for instructions, and then the assistant manager or doorman will supplement it and make records.

59. If the reception desk temporarily changes the VIP room number, it will immediately notify the Housekeeping Center, which will tell the Housekeeping Manager to readjust the work and check the hygiene.

60. The concierge should send the bill in duplicate (except that the record book indicates the place of delivery, and the bill indicates the place of delivery separately), and then send it to the room service center after the switchboard, and set up a special signature book. If there is only one bill at the front desk, ask why.

6 1. After the wake-up failed, the switchboard, the front desk and the room service center immediately arranged for people to wake up by phone or the floor attendant in person, so as to make up for the failure quickly and apologize to the guests.

62. If it is necessary to put the fruit in a separate room or conference room, the reception desk will print out the room after locking it, send it to the concierge and cooperate with the room service department to put the fruit in the room. Don't change the room where the fruit is placed easily. If it is changed, inform the room service center to take back the fruit and put it in the new room.

63. Every morning, submit the diary, notebook, complaint record book, assistant manager's shift book and assistant manager's shift book to the desk of the director/manager's office for review.

64. When too many individual guests check in together, they can hand in their documents and copy them first, so that the guests can sign the accommodation form, and then go through the registration formalities after they check in, which can speed up the check-in procedures.

65. The shell sleeve is recycled to reduce the cost. Only the room number column is filled in the new house card set, and the rest is not filled in. The recycled card sets are stored in a fixed place according to the floor and room number, which is convenient to find. In non-emergency situations, such as teams and meetings, recycled card sets can be used, and empty card sets can be used in emergency situations.

66. In order to improve the check-out efficiency and reduce errors and omissions in intermediate links, the room service center and floor attendants are required to report to the cashier when checking out. If you report to the reception desk, you should cooperate and remind the housekeeping department to report to the cashier next time.

67. The night shift staff must check room by room to check whether the information on the check-in registration form is consistent with the computer. If you find computer input errors, such as information errors, room errors, missing room prices, etc. They are all changed in time. If the room rate is reviewed overnight, relevant certificates will be issued to the cashier for modification.

68. When the front desk is handed over, it is necessary to check the status of the computer room and whether the number of room cards is consistent with the key cabinet. If there are any differences, please check and modify them immediately.

69. When arranging two different tour guides to share a room with the company, if there are different wake-up times, the receptionist should inform the switchboard to set different corresponding times for the wake-up service.

70. The front desk receptionist is not allowed to stay in a room that is beyond her responsibility. If there are special circumstances, ask the department manager for instructions. If the staff of other departments take the agreed room or the free room, the procedures must be complete, otherwise the parties shall be investigated for responsibility.

7 1, background music playing time: lobby: 08: 00-23: 00; Floor: 08: 00- 12: 00, 14:30-23:00.

72. If the concierge knows the baggage claim time of the team on the next day, and if multiple teams claim luggage at the same time and there are many bags, they should promptly notify other employees to come back to help claim luggage.

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