What are the main details of hotel property management?

First, train employees' professional skills and service level, then train employees' comprehensive quality and hotel etiquette. The following are

Basic etiquette of hotel service

First, the reception etiquette

1. Reception etiquette

(1) Grasp the arrival time

Welcome staff must accurately grasp the arrival time of the plane, train and ship that the guests take, and inform them in time if there is any change.

(2) Pay attention to etiquette when picking up the station.

Guests who come from afar by booking tickets in advance should take the initiative to meet at stations, docks and airports. Usually on planes, trains and ships.

Arrive 15 minutes in advance, so that guests who have traveled long distances to their destination will not be unhappy because of waiting.

(3) Clothing requirements

When receiving guests from different countries, we should take into account their acceptable habits of clothing color. The receptionist should be familiar with people from all countries.

Members' preference for color.

2. Reception etiquette when arriving at the mall

(1) Welcome greetings.

The receptionist should smile and welcome greetings in the order of first guest, then suite, first female guest and then male guest.

(2) Issuing housing distribution cards

Give the room card to the guest in time, open the elevator door for the guest, and invite the guest to enter the elevator with gestures, which brings inconvenience to the guest.

Take the initiative to lift into the elevator.

(3) Welcome in procession

When important guests or teams arrive, we should organize waiters to queue up at the door to welcome them. Dress neatly and in high spirits, guests.

People should applaud when they arrive, and the general manager and relevant leaders should come forward to meet them when necessary. When all the guests are not in the store or the vehicle is not full.

The team shall not be dissolved before the department leaves.

Second, Fujian etiquette

1. specification

The specifications of the farewell are roughly the same as those of the reception, but the order of the host and the guest is just the opposite of the welcome, and the welcome comes first.

, the guest is in the back; Seeing the guests off is the first, and the welcoming staff is the last.

2. Preventive measures

For hotels, the following points should be noted:

(1) Ready to check out

Prepare to check out in time before the guests leave the hotel, including checking the use of mini-bar drinks. After the guests left,

Then catch up and let the guests make up for the "missing account".

The luggage is ready.

The waiter or waiter should deliver the guest's luggage or heavy items to the door.

(3) Open the door

Hotel staff should help guests open the car door. When opening the car door, hang it on the top of the car door with your right hand. Press the guest first, then the attache, then the female guest, and then the male guest.

The order of the guests or the host and guests will get on the bus by themselves.

say goodbye

When seeing the guests off, you should say goodbye to them, wish them a pleasant journey and watch them leave as a sign of respect.

Deliver a car

If you want to accompany them to stations, airports, docks, etc. You should wave when the car and the boat are moving and you can't leave until you are far away.

Third, the specific affairs in the welcome work

1. Prepare in advance

In order to welcome high-ranking guests, VIP lounges are arranged at airports, stations and docks in advance to prepare drinks. Send someone to wait at the airport.

Guests, instead of going through the relevant formalities, pick up their luggage. Play elegant music after arriving at the hotel to eliminate the fatigue of the guests.

In addition, you can also prepare some latest newspapers and magazines. Employees should be well-trained, so as to leave a pleasant first impression on the guests.

Impression.

Assist in work

Designate a special person to assist in handling air tickets, cars, boat tickets and baggage claim or consignment and other related procedures and matters. Important delegations,

There are many people and luggage, so we should take out the luggage of the main guests first, and it is best to ask the other party to send someone to cooperate and deliver it to the residence in time.

Go change.

During the reception.

We must strictly implement the hotel reception system and other relevant regulations and consciously safeguard the reputation of the hotel.

4. After staying in the hotel

Grasp the room occupancy, make all kinds of reports on room occupancy, and provide accurate information for hotel management.

Information, and through the computer, telephone, documents, reports and other ways and means to pass the relevant information of the guests to various departments.

5. Pay attention to separate reception

At the entrance of the hotel, don't write the word "welcome" in the same way, but according to the time before the arrival of people of different nationalities.

Change languages at any time. If you put up an electric rotating placard and keep rotating to show the languages of various countries, it will give guests a feeling of being at home.

Feel at home. In the guest's room, the small flag of the host country is hung, and the country is printed on the table.

Newspapers in different languages believe that the emotional distance between hotels and guests will be significantly reduced.

Reception etiquette requirements

1. When the guests arrive, greet them warmly and actively. This can be said to be the first step of polite service. Use "first" when greeting.

Use greetings such as "hello", "good morning" and "good evening" to address politely such as "Sheng" and "Miss".

When waiting for the guests, you should concentrate and keep eye contact with them.

Treat guests equally, whether white or black, poor or rich, domestic compatriots or foreign tourists.

, should be treated equally, equally.

4. When serving guests, we should follow the principle of "master first, then time, woman first, then man".

5. When seeing the guests off, you should take the initiative to ask for their opinions on the hotel, and extend "Please forgive if there are any shortcomings" and "Welcome to visit again"

Second visit ","goodbye "and other polite expressions.

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