Talking about the service and management of the hotel lobby

The main task of the hotel lobby is to sell guest rooms, provide various comprehensive services, contact and coordinate customer service, manage guest accounts, and handle relevant information. The work is complex, involving a wide range and requiring high professionalism. How to manage the hotel lobby?

Hotel lobby, also known as reception desk, reception desk, front desk and so on. Usually located in the hotel lobby, it is responsible for promoting hotel products and services, organizing reception business and dispatching comprehensive services. Provide room sales, check-in registration and accounting treatment on behalf of the hotel.

Hotel front office management is to book, register, control rooms, settle accounts and audit hotel guests. Front office management is comprehensive, comprehensive and coordinated in the hotel, which is the nerve center of the hotel and the link between customers and the hotel. Customers' first impression and final impression of the hotel are formed in the lobby, and the overall service quality and service level of the hotel are concentrated in the lobby.

The main tasks of the front office department

1. Sales room

The first task of the front desk is to sell rooms. On the basis of participating in the hotel market research and market forecast, participate in formulating the house price and promotion plan, cooperate with the sales department to carry out publicity and promotion activities, carry out room reservation business, control the room rental situation, and handle the check-in procedures for customers. Under the guidance of the hotel's overall sales plan, complete the sales of unreserved rooms and the actual sales of booked individual customers.

2. Provide a variety of comprehensive services

The front office is the focus of customer service, such as welcome service, inquiry service, complaint handling, luggage handling, taxi service, post and telecommunications service, etc.

3. Contact and coordinate customer service

The front hall is the bridge between the hotel and the customers. According to the requirements of guests, keep effective contact with all departments of the hotel, timely deliver relevant customer service information, coordinate customer affairs involving multiple departments, ensure accurate and efficient customer service, and establish a good image for the hotel.

4. Manage guest accounts

The front office is the financial processing center in the process of hotel business operation, which mainly manages customers' bills, records customers' expenses during their stay in the hotel in time, checks and accumulates accounts every day, and keeps the accounts accurate, so as to smoothly settle accounts for customers before they leave the hotel.

Step 5 process related information

The front desk is the center of customer activities and the distribution center of all kinds of information, including external market and internal management. The front desk should not only collect this information, but also process it and send it to the corresponding operation management department. First, the important position and role of the front desk

The front hall is usually called the lobby, which is usually set in a prominent position at the entrance of the hotel. Kong Wen is the facade of the hotel, with reasonable layout, elegant environment and different styles, which requires high quality of service personnel. The front office is mainly responsible for selling guest rooms, organizing receptions and coordinating guest services. It is a window to reflect the service quality and management level of the hotel. Compared with the guest service of the whole hotel, the front hall is the bridge and link, and it is the "nerve center", which plays an extremely important role and plays an irreplaceable role.

(a) The lobby is an important place to form the first impression of the hotel.

A frequent guest in a high-star hotel once said that from the moment he entered the hotel, he could "smell" the nature and characteristics of the hotel manager and judge whether the hotel was managed by China people or foreigners. The first contact between a guest and a hotel often begins in the lobby, just like the "first impression" in interpersonal communication. The first contact between the guest and the front office determines the guest's initial impression of the hotel and affects the guest's feelings and judgments in the continuous communication with the hotel. Therefore, the front office should fully realize its important position in the whole hotel service, improve the customer service quality and management level, and create a good image of the front office.

(2) The lobby is an important channel for hotels to obtain tourist information.

There are many channels to obtain hotel customers and market information, such as catering department, housekeeping department and sales department. However, in terms of the extensiveness and diversity of information acquisition, the front office is often the most important department and plays an irreplaceable role in the overall coordination of customer service. Guest information entered the hotel information management system from the beginning of booking, which provided convenience and basis for the hotel's future service. With the development of guests' consumption activities in the hotel, more information of guests is continuously obtained and enriched, and a dynamic and perfect tourist information database is established. Due to the wide application of modern information technology in the hotel industry, guest information is not only used and valued in a certain hotel, but also enjoyed in group hotels or hotel chains.