Reception process of front desk in hotel housekeeping department

1: Say hello to the guest -2: Confirm whether the guest has a reservation -3: Verify the guest ID card -4: Fill in the guest registration form -5: Confirm the guest's signature -6: Collect the room card deposit -7: Make the room card -8: Return the room card deposit and ID card to the guest -9: Send the guest off-10: Enter the information.

II. Notes to the operation flow chart

1: Say hello to the guests.

2. Confirm whether the guest has a reservation.

If the guest has an appointment: "Just a moment, please. I'll check it for you." According to the company or name provided by the guest, find the reservation on the computer. Check the reservation information with the guest, and find and check: "You booked a room, the room rate is xx yuan, and you stayed late.

If the guest doesn't make a reservation, warmly and pertinently introduce the room types and prices available in the hotel, and correctly use the quotation method: confirm the room type, discount, room type and departure date. If there is no room for rent, apologize to the guests, and introduce the nearby hotels or hotels of the same star level to the guests and provide necessary help.

Three: Please show me your valid identification and verify your identity.

Valid documents of guests: soldier's card, military officer's card, civilian cadre's card, police officer's card, ID card and driver's license.

Documents held by foreigners: Residents of Taiwan Province Province, China usually hold: when mainland travel permit for taiwan residents and Chinese mainland enter the country; Foreigners entering the Mainland usually hold: People's Republic of China passport, People's Republic of China travel permit and Hong Kong and Macao residents travel permit.

Visa types: diplomatic visa, courtesy visa, official visa and ordinary visa.

4. Fill in the accommodation registration form

Confirm the room type and price to the guest again, tell the guest the number of breakfast and the time and place of eating, and remind the guest to store valuables.

5: The guest confirms the signature.

Remind the guests again that they can check the arrival and departure dates and other important information.

6: Collect the deposit

Confirm the payment method of the guest and ask the guest, "Will you pay in cash or by credit card?"

The existing payment methods of the hotel

(1) cash payment

(2) Credit card payment (including internal card and external card)

(3)

7: Fill in the room card

Take out the room card prepared in advance, fill it out completely and let the guests sign it, and introduce its purpose and usage.

8: Return the room card, ID card and deposit slip to the guest.

9: Farewell guests

Enjoy your stay! This way, please! Auxiliary gestures and smiles

10: sort out the guest check-in information and input the first registration information into the computer.