Code of Practice for Hotel Front Desk Staff: Hotel Front Desk Management Scheme

Hotel front desk staff is the facade of the hotel and the first contact department for guests. So how to formulate the work code for front desk staff? I'll give you some information about the hotel front desk staff rules, hoping it will help you.

The hotel front desk staff rules are as follows: 1. Way.

1. The staff in this department mainly serve on a standing basis. All-night employees can sit down after 1 am, but if there are guests, they need to stand up immediately to serve them.

2. The correct standing posture is that your feet are naturally separated and shoulder-width apart, your head is kept straight, your shoulders are kept flat, your eyes are looking straight ahead, your chest is raised and your abdomen is closed. Don't stagger, lean forward and lean back in the business area, and don't stretch or hunch over at night.

Second, the instrument.

1. Body, face and hands must be clean.

Don't eat food with strong smell before going to work.

3. Wash your hair regularly and neatly without dandruff.

4. Female employees should wear makeup when they go to work, but they can't wear heavy makeup.

5. Do not wear jewelry (except wedding rings), do not leave long nails, and do not apply nail polish.

6. You must wear the work number plate correctly.

7. Personal items, such as medals, pens and paper, shall not be exposed in uniform coats, sleeves and collars.

Third, expression

1. Smile is the least you should have.

2. In the face of guests, show enthusiasm, kindness, truthfulness and friendliness, show sympathy when necessary, and be cheerful, full of emotions and supercilious.

3. Pay attention to the other party when talking with the guests, and give corresponding responses from time to time.

4. Don't put your hands on your hips, cross them on your chest, and don't insert underwear or place them at will. Do not scratch your head, ears, nose, table, knock or play with other things within the business scope.

5. Go, but don't run. When two people walk side by side, they should not walk side by side, arm in arm. It is necessary to walk to the left when meeting guests.

6. You should let the guests go first, not walk between two people. If you let the guests out of the way, say sorry, don't rush about and be rude.

7. Wear uniforms within the business scope, and no humming, whistling or shaking your feet.

8. Don't wear private clothes in public.

9. Don't put anything under your arm.

10. Don't always look at your watch in front of guests.

1 1. Say sorry when coughing or sneezing.

12. Don't laugh, talk loudly, shout loudly, litter and touch things, and make unnecessary noise.

13. Don't point your finger or pen at the guests or show them the way.

14. Pay attention to self-control and always pay attention to your words and deeds.

15. When talking to you, the guests should concentrate and listen attentively, and don't look around and be absent-minded.

16. When serving guests, don't show bored, cold, angry, stiff, nervous and scared expressions. Don't make faces, stick out your tongue and blink.

17. When employees call or talk with guests during the service, if a guest approaches, they should immediately signal that they have noticed his arrival, instead of waiting for the guest to speak first.

18. Don't swear when there are guests around on the phone, and don't quarrel loudly with others on the phone.

Fourth, etiquette

1. The tone should be natural, clear, soft and friendly, and the volume should not be too high or too low, so as not to make the guests unable to hear clearly.

When talking with more than three people, you should use the language that the other person can understand, and don't make too many jokes.

Pay attention to art, use honorifics, pay attention to? Please. ,? Thanks? Never leave your mouth.

Don't refute or satirize with any excuse. A satire on the guests.

5. Pay attention to address the guest's surname before the unknown surname? Sir? ,? Miss? .

6. when referring to a third party, you shouldn't call it? Him? Or? She? What should I say? That gentleman? That young lady? .

7. When you receive anything from a guest, say thank you.

8. What did the guests say? Thank you? When, to answer? You're welcome Don't be slow.

9. Take the initiative to greet guests and say hello.

10. Don't say anything at any time? Hello? Or? Don't you know? .

1 1. Do guests who leave the front desk have to say? Just a moment, please. . What should I say if I leave for a long time and come back? Sorry to have kept you waiting. You can't start serving without saying a word.

Verb (abbreviation for verb) telephone

All incoming calls must be answered within three rings.

1. Say hello before answering the phone and report to the company? what can I do for you?

2. Pay attention to the posture of holding the phone when answering the phone, talk to others halfway, cover the receiver with the other hand, take notes when necessary, and finally repeat it to the other party.

Be sure to let the guest hang up before hanging up. Never throw the receiver hard at any time.

Don't talk loudly about personal phone calls in front of guests. If you meet guests, you should immediately end the personal call and serve them.

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