Lobby manager workflow

1. How to deal with elevator failure?

When the elevator breaks down, you should call the contact number # of the elevator on duty in time to report the number (west elevator and east elevator) and fault phenomenon of the faulty elevator, and record it in the shift book (including the notification time and the other party's name) in time, check and confirm the maintenance results in time and make records.

2. How to deal with the failure of background music in the lobby?

When there is no sound in the background music in the lobby, call the central control room in time to inform the staff on duty that there is no background music in the lobby, and ask them to debug it. At the same time, make records in the log book (including the notification time and the other party's name, as well as the recovery situation and time, etc. ). lobby manager

3. how to deal with the guest's illness?

Ask the guests about their illness, express their sympathy and concern, and solicit their opinions to decide whether to contact medical staff for home visits or go to the hospital for examination. The lobby should respect the wishes of the guests and help contact the relevant regular hospitals in time. In any case, the lobby will not draw a conclusion about the guest's illness, nor will it suggest which medicine to use. If the guest wants to buy medicine from the hotel's infirmary, please explain to the guest that the hotel's infirmary is only open to internal staff, not guests. If the guest is in urgent need of medicine, the bellboy can buy it on his behalf, but the guest must personally list the name and quantity of the medicine purchased and sign it.

4. How does the Housekeeping Department handle the items lost or damaged during the rounds?

First, confirm what the lost or damaged items are. For low-priced room consumables such as small square towels and towels, please check out directly without asking the guests. The lobby is responsible for signing this waiver to prove the situation, and the front office manager will sign it and give it to the housekeeping staff.

5. Relevant regulations on background music and light switch in the lobby:

The background music is played from 7: 00 to 24: 00 every day, and is currently in charge. The lighting in the lobby is switched on and off according to the actual situation, except that the ceiling lamp at the front desk is turned on 24 hours. Generally, it is closed at 24: 00. Finally, the table lamp in the lobby and the table lamp in the public rest area with grating lights are reserved for lighting.

6. How to deal with guest complaints:

After receiving written or oral complaints from guests and handling them, you must immediately fill in the complaint report, which requires neat handwriting, informative content, concise language, and accurately reflect the problems and handling results. Give it to the front office manager at the first time and send a copy to the room service manager, and finally leave a copy for file.

7. About signing the bill in the lobby bar:

According to the needs of work, guests can be exempted from soft drinks in the lobby bar. It is not allowed to sign bills for friends or people in the store. If someone in the hotel asks the lobby to sign for him, please ask him to contact the front office manager directly.

8. The lobby equipment management:

When you leave the desk in the lobby, please lock the wireless keyboard in the drawer at any time, move the mobile phone to the front desk and put it in the drawer.

9. Regarding VIP rounds:

The lobby will print out a VIP estimated arrival report after the daily shift, and the relevant departments will put flowers and fruits into the room according to the room on the report and make rounds. The lobby brings the room card and key prepared in advance from the front desk, and is accompanied by the foreman or housekeeping attendant for inspection. First, the lobby will check whether the room key is valid, and then make rounds. Tell the waiter to correct the problem at any time and make records. If the problem is serious, you should contact the hotel reservation staff in time to change other rooms for the guests.

10. Procedures for receiving VIP teams:

First of all, please read the team's reception memo in detail and get relevant information (such as arrival time, special elevator opening time and some special requirements). Check the preparations of all departments in the front office according to the provisions in the memorandum, and coordinate and solve problems in time. The elevator is generally controlled by the lobby, so the elevator should be tested in advance to ensure that the elevator runs well.

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The lobby manager is not responsible for checking the house price and leaves the room on the same day. When there are special circumstances when leaving the room that day, the lobby can help solve them.

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The difference between the lobby manager and other hotel AM is that he takes customer service as the center, from passively accepting complaints to actively communicating with guests, so as to find out what the guests are dissatisfied with the hotel and make the complaints disappear before they happen. The lobby should communicate with guests more, issue more business cards, try to pay a return visit to every guest who stays in the hotel and leave a business card for every guest who leaves the hotel.

13. A guest is looking for Manager Liang or Manager Tian.

If you meet a guest looking for Mr. Liang or Mr. Tian during working hours, please call the office number 1208# and let Mr. Liang's secretary handle it. (General Manager Liang and General Manager Tian have two secretaries, Li Jingping and Ji Xinping)

14. carry-on items

During working hours, you are not allowed to carry cash, mobile phones and other items with you. Personal valuables should be locked in the office drawer. It is forbidden to bring handbags into the office.

15. succession of lobby manager

The title of "to all" in the lobby manager's shift book should be marked with highlighter, and signed after reading it. For the unfinished business in the last shift, the lobby manager on duty should write down the processing results and indicate "OK" after solving them.

16. Songs about background music

The background music in the hotel is mainly piano music and light music. Folk music and music with lyrics are strictly prohibited.

17. internal copying, typing and fax

Hotel employees need to copy, type and fax in the business center because of their work, and only need to sign.

18. Answer the phone

When answering the phone, if the other party asks: Who is it? What's your name? Be sure to answer your post and name, and under no circumstances can you shirk your answer.

19. Management of lobby manager's key

All keys managed by the lobby manager shall be kept by the lobby duty manager. If there are special circumstances that need to be delivered to others for use, detailed handover records must be kept.

20. drinks in the room

All rooms in the bathroom except tea and 2 bottles of mineral water need to be paid. Only 2 bottles of mineral water are provided free of charge in each room in the bathroom every day, and the extra ones need to be paid separately.

2 1. general manager's business card

The business cards of General Manager Wang and General Manager Liu are placed in the lower drawer on the right side of the lobby manager's desk in case of emergency. You can get it from director Zhao, the general manager.

22.PA cleaning time and engineering maintenance time at night

The working time of PA cleaning at night is determined according to the specific situation, but it shall not be put before 23: 00 at the earliest. The maintenance time of the project is also determined according to the specific situation, and it shall not be put forward before 24: 00 at the earliest.

23. exemption form

The lobby manager must have a room reservation form, a bill and a waiver form when waiving fees. In addition, the phenomenon of short payment caused by employees' own negligence or handover problems shall not be reduced. All exemption forms must be countersigned by the front office manager (including internal exemption forms). 24. The safe is connected to an external power supply.

If the guest room safe is damaged due to dead battery, external power supply can be used to help guests open the safe and replace the new battery.

25. Return visit survey

In principle, all guests staying in the hotel must make a return visit survey. It should be completed within 1.5-3 hours after the guest moves in. If it is late or the guests are always out of the room, you can move to the next room. All return visits must be registered in the record book.

26. Telephone transfer

When the lobby manager needs to leave his post, the phone must be transferred, but not to the credit card extension at the front desk. This telephone line is connected to a credit card machine.

27. Vacation system

All sick leave should be applied to the department head, and all personal leave should be applied to the front office manager. Please apply for personal leave one day in advance, and ask for sick leave with a hospitalization certificate.

28. Production of floor cards

All floor cards are made by the front office manager.

29. Shift changing system

All shifts must be submitted in writing one day in advance, signed by both shifts, submitted to the department head for examination and approval, then submitted to Manager Zhang for examination and approval, and submitted to the front office manager.

30. Registration of deposit decoders

The decoder of the room and the decoder of the safe are stored in the safe in the front hall. Every time the lobby manager uses it, he must record the collection and storage time, the room number used, the items collected or stored, the signature of the manager, the signature of the reference and the signature of the front office manager.

3 1 charging requirements. LOCKLINK handheld computer

Every Friday, the day shift staff should be responsible for charging LOCKLINK's PDA for about 8 hours, and each charge should be recorded and signed in the use register.

32. The lobby manager walkie-talkie handover regulations:

The lobby manager hands over the walkie-talkie every day during the shift change and records it in the shift change book.

33. Memo storage and signature:

Memos issued by various departments should be stored in the transparent folder of the lobby manager's desk in time.