What is the relationship between the restaurant, lobby and guest room in the hotel?

Hotel lobby is the first contact point for guests to enter the hotel and the last contact point for them to leave the hotel, which is directly related to the satisfaction of guests and their impression of the hotel. In modern hotels, the front office is often regarded as the core department of the whole hotel, which has higher requirements than other departments in front office setting, staff quality and management methods. Therefore, front office management has become an important part of hotel management.

1. The concept of hotel lobby, also known as front desk, or front desk, etc. Usually, it is a comprehensive service department located in the lobby of the hotel, which is responsible for promoting hotel products and services, organizing reception and business scheduling. The front office is comprehensive, comprehensive and coordinated in hotel management, and it is the nerve center of the hotel. The hotel lobby is mainly responsible for guest reservation, registration, room status control, settlement and audit of guest accounts and comprehensive business management of the lobby. The work of the front office mainly involves the business activities of the foreign affairs department of the hotel.

The foreign affairs department of a hotel is usually a broader term than the front desk. It includes hotel appearance, lobby, lobby, guest rooms, public areas, entertainment and fitness places, restaurants and bars, business centers and shops. Corresponding to the foreign affairs department, it is the hotel's internal affairs department, which refers to those hotel departments that are not in direct contact with guests, such as finance department, human resources department, engineering maintenance department, warehouse, laundry room and data processing center. The Ministry of Internal Affairs and the Ministry of Foreign Affairs divide hotels into two parts: first-line and second-line or business management functional departments. Therefore, the hotel foreign affairs department is different from the front desk, and it is a term that includes the front desk.

2. The tasks of the front office Specifically, the front office has the following seven main tasks:

(1) The first task of the room sales front desk is room sales. At present, there are a considerable number of hotels in China, and the front office accounts for more than 50% of the total profit of the whole hotel. The number of rooms promoted by the lobby and the price reached not only directly affect the hotel's room income, but also affect the number of people staying in the hotel and the consumption level, and indirectly affect the income of hotel restaurants, bars and so on.

(2) Correct display of room conditions The front office must correctly display the conditions of each room at any time-occupied rooms, occupied rooms, rooms to be cleaned, houses to be sold, etc. , so as to provide a reliable basis for the sale and distribution of rooms.

(3) Providing related services The front office department must provide quality services such as reservation, registration, mail, inquiry, telephone, message, luggage, agency, room change, keys and check-out.

(4) Organize and save business data. The front desk should keep the most complete and accurate data at any time, and record, count, analyze, predict, sort out and file all the data.

(5) Coordinate the guest service front office to issue various business instructions to relevant departments, then coordinate with various departments to solve new problems encountered in the execution of instructions, and contact various departments to provide quality services for guests.

(6) The purpose of establishing a guest account is to record and monitor the financial relationship between the guest and the hotel, so as to ensure that the hotel can obtain business income timely and accurately. The guest's bill can be established when booking a room (recorded as a deposit or advance payment) or when checking in.

(7) Establishing guest history files Most hotels establish guest history files for sporadic individual travelers who have stayed in the hotel for more than one time. Guest history files arranged in alphabetical order by guest names, recording related contents.

3. The position and role of the front office

(1) The front hall is the center of the hotel's business activities, and the guest room is the main product of the hotel. The front office drives the business activities of other departments of the hotel through room sales. To this end, the front office actively carries out room reservation business, handles check-in procedures and arranges housing for guests who arrive at the hotel, and actively promotes and sells various products of the hotel. At the same time, the front office should inform the relevant departments of customers, customer situation, customer needs, complaints and other information in a timely manner, coordinate the hotel's customer service, and ensure the efficiency and quality of service. 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 staff in the front office serve the guests from the reservation before arrival, check-in to checkout, and establish the guest history file, which runs through the whole process of the transaction between the guests and the hotel.

(2) 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 in the lobby. If you are in trouble, ask for help in the lobby. They also seek lobbying when they are dissatisfied. The manners of the front office staff will leave a deep first impression on the guests, and the first impression is extremely important. If the front office staff can treat guests with courtesy, provide services with skillful skills, or properly handle the complaints of guests and help them solve difficult problems seriously and effectively, then he will feel at ease and satisfied with other services of the hotel. On the contrary, the guests will be dissatisfied with everything.