What should the hotel front desk master?

Responsibilities of the front office supervisor:

1, formulate the work plan of the front office department and promote the work of this department.

2. Adjust and improve the organizational structure and various rules and regulations of this department to meet the needs of work.

3. Educate employees to abide by national policies and decrees. Explain the relevant policies of the hotel and the department to employees, and strive to maintain and develop good relations with employees.

4. Strive to create a harmonious working atmosphere and actively advocate the work style of inter-departmental and intra-departmental cooperation.

5. Whether the assessment of the department is conducive to strengthening management and mobilizing the enthusiasm of employees.

6. Strengthen horizontal contact with catering, room service, finance and other departments to promote customer service.

7. Put forward suggestions to the Human Resources Department on the job changes of employees in this department.

8, responsible for the inspection of centralized management elements, not less than once every quarter. Responsible for the preparation of corrective and preventive measures report in departmental standard implementation documents, as well as the implementation and inspection of corrective measures.

9, in strict accordance with the provisions of the hotel to check and assess the team staff, to ensure the quality of service and the normal operation of all work.

10, convey the work indicators of the department, analyze and deal with the problems reflected by each post, and improve the work.

1 1. Assist the manager to adjust the personnel and materials in time according to the changes of customers' situation.

12, handle guest complaints, solicit opinions from guests extensively, and maintain good customer relations.

13, understand and master the ideological trends of employees, report to the manager in time, do a good job of employees' ideological work, and arouse their enthusiasm.

14. Maintain good relations with relevant business units outside the hotel.

15, presided over the regular meeting of the department.

16, put forward suggestions for the appointment and removal of the department foreman,

17, responsible for the scheduling of post personnel in the department.

18, responsible for all kinds of data and document management.

19, responsible for sorting, inspection, cleaning and maintenance of equipment and facilities.

20. Formulate departmental training plans and requirements, and carry out employee training.

2 1. Review and confirm the VIP declared by the foreman and report to the competent manager.

Responsibilities of the front desk foreman:

1, responsible for the service supervision during the shift to ensure the service quality and the normal operation of post work.

2. Be responsible for the shift handover, arrange and summarize the work of this class, and check gfd.

3. Responsible for the control and management of the front desk guest room key.

4. Grasp the room sales situation, report to the superior in time and control the reservation according to the instruction.

5. Be responsible for arranging room reservation.

6, check the waiter to fill in the accommodation registration form and other work forms and reports.

7. Check the implementation of price concessions.

8. Report the VIP guest list to the supervisor in time.

9. Solve the problems in the front desk work and report to the supervisor in time.

10, responsible for the training of service personnel in this position to ensure the good business level of service personnel.

1 1. Complete other tasks assigned by superiors.

12, complete all the work within the scope of the receptionist's accusation.

Responsibilities of the receptionist at the reception desk:

1, strictly abide by the rules and regulations of the hotel, obey the superior leadership, and complete the tasks that the superior does not know.

2. Maintain a good gfd, mental outlook, implement standing service, take the initiative to serve, use standardized honorifics, smile and have a good image.

3. Accept individual room reservation, arrange rooms for reservation, and input the reservation data into the computer.

4. Responsible for VIP report.

5, room status, grasp the room sales.

6, check-in formalities for guests, responsible for the computer entry of guest information.

7. Change rooms, add beds and continue to live according to the requirements of the guests.

8. Responsible for printing the guest's birthday report and entrusting the concierge department to forward it to all relevant posts.

9. Be familiar with the inquiry materials and provide the guests with the inquiry service of relevant public information inside and outside the hotel.

10, providing message service for guests.

1 1, and report the guest's opinions and suggestions to the superior in time.

12. Keep the key at the front desk.

13, keep this post clean and hygienic.

14, take good care of the financial custody of this position.

15, familiar with emergency handling procedures and principles, able to take necessary emergency measures.

16, strictly abide by the rules and regulations of safety work, and do a good job in the safety prevention of this hotel.

Operating instructions for reception service at reception desk

Purpose:

First, control the front desk reception service process, so that the service quality meets the requirements and meets the needs of guests.

application area

Two. It is applicable to the operation process of reception service provided by the front desk clerk.

Responsibilities:

Three. The reception desk is responsible for providing personal reservation, consultation, room opening, room changing, extended stay and extra bed service.

References:

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