What are the job contents and responsibilities of the hotel front desk?

The main work contents of the hotel front desk:

1. Telephone numbers of guests and potential guests before check-in, etc.

Most people are used to knowing and comparing hotels within the optional range in advance before going out or on business trip. It is common to inquire about the transportation, environment, related facilities and services of the hotel by telephone before departure.

On the other hand, when a guest makes a hotel reservation through a third-party platform, the travel agency and the third-party platform should not only contact the sales staff of the hotel for confirmation, but also sometimes contact the hotel front desk for confirmation. These are one of the main tasks of the hotel front desk.

2. Pay attention to the needs of the guests in the waiting area and the hotel lobby at any time, offer help and provide basic services.

The management of guest waiting area and hotel lobby mainly includes two aspects:

The first aspect is the sanitation of the waiting area and lobby, and the attention and handling of items. Ensure the supply of flowers, magazines, drinking water, paper and other items in the waiting area and keep it in a relatively good state, check the hygiene situation in the corresponding area, and notify the cleaning staff in time if water stains or garbage are found.

The second is to keep an eye on the movements of guests in the lobby and lounge area at any time and ask for help when guests may need it.

3. Check-in and check-out procedures for guests.

This is the most important job responsibility of every hotel receptionist. When guests enter the store, they can quickly register check-in information according to their needs, arrange suitable rooms, and accurately guide customers to find rooms to check in. When the guest intends to check out, inform the room service staff to check the room items and clean them in time, and go through the check-out formalities quickly.

4. Timely handling and response of the corresponding needs and services during the guest's stay.

After check-in, guests may face many problems and needs, such as the door can't be opened, the room facilities and equipment can't be used normally, the quilt in the room is dirty, or laundry service is needed. Generally, they will call the front desk directly through the phone in the hotel room, and the front desk will arrange the reception and notify the corresponding department personnel in time for handling.

Responsibilities of the front desk of the hotel:

1. Answer/transfer calls timely and accurately, record information and convey it in time when necessary.

2. Receive the visiting guests and inform the interviewees timely and accurately.

3. Send and receive company mails, newspapers, faxes and articles, and do a good job in registration management and forwarding.

4. Be responsible for sending and receiving express mail, and accurately book air tickets and train tickets.

5. Responsible for the environmental maintenance of the front desk area, and ensure the safe and normal operation of equipment (including photocopiers, air conditioners, punching cards, etc.). ).

6. Assist employees to copy and fax.

7. Complete other tasks assigned by the superior supervisor.