Traditional Culture Encyclopedia - Travel guide - Hotel reception plan sample

Hotel reception plan sample

The quality of hotel service is directly related to the survival and development of the hotel. Below is a sample hotel reception plan I brought to you, welcome to refer to it.

Hotel reception plan sample 1

1. Reception content: guide the leaders, students, referees and staff of each hotel participating in the hotel skills festival to arrange activities on the day of the skills festival

2. Reception staff:

Student representatives: xxx xxx xxx xxx xxx xxx

Company representatives: xxx xxx xxx xxx xxx xxx

College Leader: xxx xxx xxx xxx xxx xxx xxx

Participants: xxx xxx xxx xxx xxx xxx

Judges: xxx xxx xxx xxx xxx xxx xxx

Participating class members: xxx xxx xxx xxx xxx

3. The organizational structure of the reception leading group and the work responsibilities of its members

A. The composition of the reception leading group:

Team leader XXX, The deputy leader is XXX, and the members include XX.

B. Division of work and work content of team members:

1. Team leader XXX is responsible for the overall planning and decision-making of event reception.

2. The deputy team leader XXX assists the team leader in his work, is responsible for the overall execution of the event, and ensures the smooth completion of the reception.

a. Summarize the information transmitted from all aspects and locations, organize, process and report in a timely manner.

b. Communicate and implement relevant decisions in a timely manner.

c. Inspect and supervise the implementation of various departments, and deal with problems discovered in a timely and effective manner.

3. Personnel at the entrance of the venue: xxx Responsible for the reception during the event:

a. Determine the location of the sign-in office according to the venue layout requirements.

b. Preparation of sign-in book and arrangement of personnel responsible for sign-in.

The sign-in book is prepared for 200 people.

The person responsible for signing in should arrange for an etiquette lady.

c. Prepare the corresponding hostess to lead the guests to the venue.

d. Guide guests to enter the venue and take their seats.

4. xxx, an internal staff member at the venue, is responsible for the security work during the event:

a. Provide corresponding security plans according to the event arrangements.

b. Clearing the event site

c. Arranging and maintaining the order of the event

5. The school gate guide xxx is responsible for guiding guests into the venue

a. Receive business representatives and guide them into the multi-functional hall of the college

b. Planning of vehicle parking areas during the event.

Hotel reception plan sample 2

1. Preparations before the arrival of VIP guests:

(1) Reservation department:

? Responsible for verifying Li Yuchun's specific arrival shift and arrival time;

If there is no specific shift time, you should contact his agent and relevant personnel to notify the hotel guest of the arrival time and arrival time as soon as possible;

? Check whether there are any airport or car pick-up requirements when guests arrive, as well as other special requirements.

(2) Front desk reception:

? Pre-allocate rooms two days in advance and ask the assistant lobby manager for approval;

? Pay attention to the guest room when allocating rooms. It must be an empty room that has been cleaned, and try not to pre-separate rooms that have not yet left the hotel;

The night shift front desk staff should prepare the guest's "check-in form" and "check-in welcome card" and put them in a VIP reception folder OK; The next morning, the front desk supervisor will be responsible for checking the VIP guest arrival notice, as well as the "check-in registration form" and "check-in welcome card" to ensure that all contents are correct and then distribute them to the relevant departments;

?The front desk supervisor will make room keys based on the assigned room number (all keys must be made one day longer than the stay).

(3)Assistant lobby manager:

Confirm the layout specifications of the VIP guest rooms according to the reservation requirements:

Review the VIP guest reservations on the day and confirm the guest rooms Whether the room type, arrival date, room price, arrival time, and other special requirements are implemented and correct.

(4) Front office manager:

The front office manager and administrative housekeeper must personally inspect the rooms of VIP guests;

Contact the sales manager or relevant departments Contact us closely to confirm the arrangement of VIP rooms.

(5) Security Department:

Do safety work in advance;

Guests must be protected before arriving at the hotel and when checking in and leaving the hotel. All privacy for guests.

(6) VIP room layout:

The overall layout of the room is simple and quiet

The bed sheets and quilt covers are all blue

? A VIP fruit basket (8 kinds of seasonal fruits);

? A VIP flower basket (a bouquet of artistic flower arrangements and two baskets of table flowers);

? Li Yuchun’s newspaper clippings are placed on the bookshelf ;

? Place a welcome card on the bedside table;

? Free access to afternoon tea in the Star Lounge;

? VIP welcome letter and business card of the general manager signed by the general manager ;

? Set up supporting fitness equipment in the room;

(7) Turn down service design:

? Place breakfast cards and good night cards on the bedside table;

?Place roses at the corner of the quilt;

?Use rose petals on the bed to spell out "goodnight?";

?Place a humidifier on the bedside table and give gifts to fans. Gift from the hotel.

2. Greeting VIP guests when they arrive:

(1) Notify the host receptionist 20 minutes before the guest arrives to wait in the lobby, and security personnel must pay close attention;

(2) The assistant lobby manager must ensure that the driveway at the entrance is clear and the lobby doorman and bellman are ready and on standby according to the reception specifications;

(3) When guests arrive at the hotel , the doorman opens the door and welcomes the guests to the hotel in standard hotel language, and the bellman takes the initiative to help them with their luggage;

(4) The assistant lobby manager is responsible for ensuring that the VIP guests' luggage is delivered to the guest room correctly;

(5) After VIP guests check in, they must notify the housekeeping department and security department to be on duty on the floor 24 hours a day or pay close attention;

3. Work for VIP guests during their stay:

(1) The front office manager and assistant lobby manager must make ceremonial calls to the VIP guests staying in the hotel at an appropriate time every day to express the hotel's special attention to the VIP guests, but they should not disturb the guests for too long ;

(2) Arrange the guest’s three meals and notify the catering department to prepare the guest’s favorite flavor of shrimp;

(3) Ensure the guest’s safety and privacy during their stay at the hotel.

4. What to do when VIP guests check out:

(1) The cashier at the front desk prepares the VIP guest’s bill in advance;

(2) The guest arrives When checking out the cashier at the front desk, the assistant lobby manager assists guests in quickly completing the check-out procedures;

(3) Arrange transportation for VIP guests. The assistant lobby manager arranges for vehicles to wait at the hotel entrance in advance, and ensures that the passengers in the car are Sanitation and equipment, air conditioning and music are turned on in advance;

(4) After check-out, the general manager or other relevant department managers and the assistant lobby manager will see the guests off and say goodbye together;

(5) The assistant lobby manager assists the front desk in establishing and updating VIP guest profile information as a reference for future reservations and services.

Hotel reception plan sample 3

The front desk is the brain and central nervous system of the hotel. It is the site where guests stay in the hotel from beginning to end. During the entire process, the front desk leaves guests with The impression below plays a vital role. The front office department is an important department in modern hotel management and the core of the entire hotel service work. It has an important impact on the hotel's market image, industry competitiveness and economic benefits. The front office is the first place where guests directly come into contact with the hotel. It involves all aspects of the hotel's customer service. It is the place where the hotel's customer service begins and is finally completed. The quality of hotel service is directly related to the survival and development of the hotel. The service quality and management decision-making level of the front office will directly affect the hotel's market image and industry competitiveness, thereby affecting the hotel's economic benefits. Therefore, the front office is the key to the operation of various departments in modern hotel management, and its role is very important.

1. Overview of hotel front office reception

The hotel front office is the president of the hotel lobby and the area outside the door. It usually includes the area outside the main door, front desk, rest area, lobby bar, etc. The front office is mainly responsible for guest room reservations, business business processing, guest room status control, settlement and review of guest accounts, and comprehensive front office business management. The front office department is located in the lobby where guests frequently pass by. It is the vanguard of the hotel service group and represents the entire hotel to provide guests with various services such as room sales, check-in registration, and accounting processing. The front desk is the most conspicuous part of the front office. It performs most of the functions of the front hall. It is the first and last contact place for guests. It is the link between the front desk and the back office of the hotel. Because of its close contact with guests, the front desk is both The guest complaint office is also the consultation office and the coordination center for all services, so it naturally becomes the link between guests and the hotel.

In short, the hotel front desk reception service is the first impression of the hotel, the core of hotel services and the information communication center.

(1) The status and function of front office service in the hotel

The front office is to recruit and receive guests, promote hotel services such as guest rooms and catering, and at the same time provide guests with various comprehensive services. service department. Front office service is to show the functions of the front office and let guests feel it personally.

The work of the front office has a vital impact on the hotel's market image, service quality and even management level and economic benefits.

1. The front desk reception is the business window of the hotel.

Reflects the overall service quality of the hotel. The quality and grade of a hotel's service can be reflected from the reception service in the front office. A guest once said: Whenever we walk into a hotel, we don’t need to look at its bronze star rating or ask who its owner is. Based on our experience, we can usually tell easily. Whether this hotel is a joint venture hotel, whether it is managed by a foreign party and its approximate star rating. It is in this sense that some people regard front office service as the "face" of the hotel. Whether this face is beautiful depends not only on the design, layout, decoration, lighting and other hardware facilities of the lobby, but also on the mental outlook, work efficiency, service attitude, service skills, courtesy and etiquette of the front office staff. Organizational discipline.

2. The reception in the front office is the place where guests leave the first and last impression.

The reception in the front office is the first thing that guests feel when entering the hotel. Therefore, it is the place where guests leave their first impression. Psychologically speaking, first impressions are very important. Guests always use this first impression to evaluate the service quality of a hotel. If the first impression is good, even if the guest has something unsatisfactory during his stay in the hotel, he will think that it happened occasionally and can be forgiven. On the contrary, he will think that it is inevitable that this type of poor service quality will occur in this hotel. It is difficult to change the bad impression of the hotel in his mind. And he will be picky about the quality of hotel service. In addition, when guests leave the hotel, they also leave through the front office. Therefore, this is also the place where guests are left with an impression, and the last impression stays in the guest's mind the longest. The quality of the final impression depends to a large extent on the polite etiquette and service quality of the front office reception. If the waiter has a bad attitude and low work efficiency, it will leave a bad final impression on the guests and make the good service provided by the hotel to the guests during their stay in vain.

3. The front office reception has a certain economic role.

Not only can it directly obtain economic income by providing postal services, telecommunications ticketing and taxi services, but the quality of its reception services also directly affects the number of guests received by the hotel. Therefore, the front desk receptionist should actively promote the hotel's products and should not passively wait for guests to come to the door, especially when the supply of hotel products exceeds demand.

4. The coordination role of the front office reception.

The front office department is like the brain of the hotel, and the front office reception is like the face of the hotel, controlling and coordinating the entire hotel's business activities to a large extent. Every instruction and every piece of information issued here will directly affect the service quality of other hotel departments to guests.

5. Reception in the front office is an important part of establishing a good guest relationship.

Under the conditions of market economy, customers are God, and hotels are an industry that provides guests with comprehensive services such as food, accommodation, and entertainment. The quality of hotel service is ultimately evaluated by guests, and the standard of evaluation is the guests. satisfaction level. Establishing a good guest relationship will help improve guest satisfaction and win more repeat customers, thus improving the hotel's economic benefits. Therefore, hotels all over the world attach great importance to improving guest relations, and reception in the front office is the most direct contact with guests and an important link in establishing good guest relations.

2. The reception process in the hotel front hall

(1) General process

1. The main contents of registration:

( 1) Obtain the guest's personal information;

(2) Meet the guest's requirements for rooms and room rates;

(3) Go through the registration procedures;

2. Registration Purpose:

(1) To enable the hotel to obtain important information about guests;

(2) To allocate rooms and set room rates for guests;

(3) Determine the date the guest is expected to leave the hotel;

3. Five important concepts in the check-in operation process:

(1) Collect information-------the hotel will check in during the check-in process During the process, relevant guest requirements, expected departure date, payment method and personal background information are collected;

(2) Room allocation and pricing-------allocation of guest rooms and setting of room rates;

(3) Credit limit ------- The hotel determines the credit limit for guests based on the guest's payment method and the hotel's credit limit system;

(4) Room supply plan----- --The hotel maximizes the sales of guest rooms based on room availability and expected departure dates of guests;

(5) Control flow-------Adjust and control hotel room allocation and distribution through registration procedures Pricing process; 4. Determination of the registration form:

(1) Number of rooms and beds required;

(2) Estimated length of stay;

(3) Payment method;

(4) Guest’s name and address;

5. Principles that should be paid attention to during the registration process:

(1) Guest room The allocation and pricing of rooms are based on the hotel's available rooms;

(2) When checking in, the room price should be explained to the guest and the guest's signature should be requested;

6. Allocating rooms and booking Room rates:

Allocating rooms is carried out at the same time as accommodation registration. When allocating rooms, it should be based on the different characteristics and requirements of the passengers and the specific conditions of the guest rooms;

(1) For VIPs Guests should generally be assigned better or luxurious rooms;

(2) For general guests, especially individual guests, since they have different purposes for staying in the hotel, room allocation must be done in a targeted manner For work, for example, business guests are not very sensitive to the price of house prices and can arrange for a room with a higher price but a quieter room; while for vacation guests, a room with a lower price can be arranged;

( 3) For group guests, they should be arranged on the same floor as much as possible, and the room standard where the guests live should also be of the same standard. This will not only facilitate guest activities, but also facilitate management;

(4) For the elderly and injured Disabled guests or guests with children are generally placed in a room on a low floor, close to the service desk or workshop, for easy care;

(5) For newlyweds or guests staying with a family, they are generally placed in a room on the lower floor. A room with a large bed in the corner of the floor, or a double room, will make them feel the thoughtful and enthusiastic service;

(6) When assigning a room to a guest, the characteristics of the room, rent, etc. must be clearly explained to the guest in person. Additional service fees, etc.;

(7) Determine the VIP discount price based on whether the guest holds a VIP card;

(8) Determine the contract price based on whether the guest has a contract with the billing company;

(9) Determine the contract price based on the group customer or travel agency contract discount;

(10) Determine the discount price based on the signature of the boss or director;

(11) General bulk purchase The guest determines the room price according to the current room price;

7. Confirmation of deposit method:

(1) Collect corresponding cash as guarantee according to hotel regulations and different room types;

(2)Accept pre-recorded credit card as guarantee according to customer's wishes;

(3)Grant in the form of bill signing based on whether the customer belongs to the contract billing company;

(4) ) According to the guest's wishes, valid certificates and valuables are deposited for mortgage guarantee;

(5) Based on the importance of the guest and the relationship with the boss and directors, ask the boss and directors to sign the guarantee;

(6) It is signed by the boss responsible for the reception and the relevant authorized personnel, and no guarantee is required.

8. Complete the check-in procedures:

(1) Allocate rooms, set room rates, establish guarantee forms, and distribute room keys to guests;

(2) ) Greet the porter to take the guest into the room and express thanks or wishes;

(3) Fill in the guest room status control form and enter the registration information into the computer reception system;

(4) Create a guest Relevant information file history

(2) Check-in procedures and precautions for the reception team

1. Preparation work: (If a room requires two room cards, the room must be prepared one day in advance. Card)

(1) Make reservations 1-2 days in advance to ensure that the team uses the room.

(2) When there are more than two groups arriving at the hotel at the same time, the key group with a higher level should be pre-arranged first, and then the group with the largest number of rooms will be arranged.

(3) Guests from the same group should be arranged together as much as possible.

(4) If there is no room reservation at the moment, you can wait temporarily, but the room should be assigned at least one hour before the guest arrives.

(5) Personnel on duty should know the name, contact number, unit and special matters of each team leader. And communicate well with the housekeeping center and sales department.

2. Welcome guests

(1) When the team arrives, search for the group reservation based on the guest information.

(2) Check the number of guests, number of rooms, whether to order meals, etc. with the guests based on the reservation information. After the content is correct, ask the team leader to sign the order. When it is necessary to add or delete rooms under special circumstances, please politely consult the tour leader and ask for his signature, and then notify the housekeeping center and cashier to make corresponding changes. And politely inquire about the activity arrangements of the tour leader team in order to provide services to the guests. (For example, if you know the check-out time, the floor can organize manpower to check the room to ensure that the guest's time is not delayed during check-out)

　3. Fill in the form, verify, and allocate rooms.

Guests are asked to fill in the housing registration form. If the team is on account, each person can be exempted from filling in the form. The team leader will sign the form uniformly, and the number of room cards will be counted uniformly, and the team leader will distribute it to the team members.

4. Enter the check-in information into the computer, and notify the housekeeping center, switchboard room, and team housing. The name and room number of the group leader will be notified to the housekeeping center.

Note:

1. Submit the team reservation order to the cashier for retention, especially the order indicating the checkout method.

2. The group order sent by the sales department must confirm the check-in time, bar, and long-distance conditions, and notify the housekeeping center 1 or 2 days in advance. The sales department's reservations will be satisfied as much as possible (sales department leaders have special privileges). Free rooms for the team are arranged in the annex building.

3. Existing problems and solutions for reception in hotel front halls

(1) Guests are unwilling to check-in

1. You should understand the guests’ thoughts. And patiently explain the necessity of filling out the accommodation registration form. If the guest is afraid of trouble, you can fill it out on his behalf and have him sign for approval.

2. If the guest has concerns and is afraid of being disturbed, you can patiently explain to the guest and make a guarantee to reassure him.

(2) The visitor requests to check the guest's room number

First check the guest's room number, then contact the guest, obtain the guest's consent, and then tell the visitor the guest's room number .

(3) When the room is in short supply, the guest requests to extend his stay

1. Taking care of the interests of the guests who have already stayed is the first priority. We would rather introduce other guests to the hotel for those who are about to come to the hotel. Hotels cannot evict guests who are already staying at the hotel.

2. You can first explain the hotel’s difficulties to existing guests and ask for their opinions on whether they are willing to move to another hotel to extend their stay. If the guest is unwilling, the reservation office should be notified as soon as possible to find another room for the upcoming guest, or contact other hotels.

(4) When guests leave the hotel, they take away the room belongings

Some guests often take away hotel belongings when leaving out of greed for petty gains or to leave a souvenir. Teacups, towels and other supplies. In this case, it is inappropriate to ask the guests directly. It will make the guests upset and destroy the harmonious relationship that has been established between them. The smart way is to tell the guests without leaving any trace: ?I can’t find the things in your room. Did you accidentally put them where you put them and forget to restore them to their original positions? Could you please help us look for them?

4. Reception in the hotel front lobby Practice

Practice allows us to move from the protective circle of school into the big dye vat of society. Various emotions fill our hearts, including excitement and yearning, but at the same time fear. As we step by step in society After practicing in middle school, when I looked back, I realized that there was very little I could share with others, but too much that made me blush. The process of practice taught us a lot of things that we couldn't learn in books.

Because I majored in hotel management, the main way to practice is to intern in a hotel, so during my internship, I worked in the front office of a hotel as a front office receptionist. I heard some students say that this job is the envy of others, but only I know the ups and downs of it! It was very easy when I first put on the uniform to work. My supervisor told me to get familiar with the hotel and pay attention to the work of the old employees, so as to Get started as quickly as possible. Because I work in the front office of the hotel's front-line customer service department, and I am a novice, I basically spent the first few days helping out and helping out. After a period of familiarity, I basically understood the specific work of the receptionist, and I began to become a so-called "old employee". Therefore, my supervisor's almost harsh requirements on me, as well as my unfamiliarity with some jobs, finally made me understand what pressure is and what it means to expend one or more efforts to get a salary. While working in these jobs, I often make some mistakes, such as remembering the registration information incorrectly, forgetting to write down special requests from customers, etc., which causes inconvenience to customers, and I suffer a lot of punishments and laugh at. Whenever this happens, I feel very uncomfortable, and the thought of giving up circulates in my mind again and again, but I also think that if I give up so easily, I will become a joke to others, so I grit my teeth and persevere.

Because I am in the front office, the core of the hotel, I cannot make any mistakes at work, otherwise the consequences will be complaints from guests or people leaving! In this place where there are many outstanding talents in the hotel, if I relax for a moment, it will be a big blow to me. In other words, not only will all my previous efforts be wasted, but I will also not be able to complete my internship!

Because it is a hotel in an international trade city, the main guests are from abroad, so English has become a problem An essential communication tool. The hotel has training twice a week, which is basically taught by foreign teachers, mainly focusing on hotel vocabulary. Although my English level was very poor at the beginning, I dared to speak to foreigners. Even if I was wrong, I was not shy. Sometimes foreigners would correct my mistakes, and at the same time, I would remember how others spoke and the English they used. , and remember! In this way, if you speak more and listen more, you will basically be able to master it in subsequent work. After three months of accumulation and training, we finally completed the internship task and received unanimous praise from our superiors.

With the end of the internship, I also gained a lot of experience. In this big social dyeing vat, in this small hotel circle, there are her unspoken rules:

　(1) ?The guest is always right? This well-known business motto in the hotel industry is taken to the extreme here. Remember what the supervisor said during the training? None of the guests who can spend money in a five-star hotel are poor. ?In addition to enjoying all kinds of luxurious materials that the hotel can provide, everyone wants to find a feeling in the hotel? To be valued and respected by others. In order to satisfy guests in all aspects, hotels must not only satisfy the guests' material needs, but more importantly, the guests' spiritual needs must be satisfied. This may be the highest state of the "Golden Key" theory in practice! Therefore, employees will be instilled in the induction training: "The customer will never be wrong, the mistake will only be ours", "Only by serving the customers sincerely, can we Will it bring smiles from guests?

(2) It is always right to lead your boss. From a decision-making perspective, leaders cannot always be right. As a boss, no matter how powerful you are, how experienced you are, or how much information you have, you will inevitably make mistakes, but you usually make fewer mistakes than the average person. However, this sentence also refers to execution.

Here is an example: If a company is likened to a ship in the vast business sea, the boss is the owner and is responsible for steering the ship, and the employees are the crew members and are responsible for rowing. Suppose that the rowers are very capable and have advanced rowing tools. However, when the boat owner orders to go east, some people think that it should go to the west, some think to the south, and some people think of the north, so they only follow the direction they think is correct. The ultimate result of target rowing is to spin in circles; if the crew members have established the concept that "the ship owner is always right", when the ship owner orders to go east, the crew members will have the same idea and work together, even if they have no tools and only use their hands to row, they will be able to You will slowly approach the set goal; if you find that the goal is wrong halfway, it will not be difficult to quickly turn around and catch up. The work process is a very tedious process, and it is not easy or impossible to pass it unanimously and support it unanimously. The hotel will not tolerate a disobedient employee.

At the same time, interpersonal communication is also a very important aspect. From the first day we enter the team, the correctness of every look, every action, every word and even the joke is the key to our good interpersonal relationships.

(1) Communication with boss.

The hotel is a place with a clear division of labor, so the relative "grade" is also very clear. When communicating with your boss, you should pay attention to the following aspects: First, keep a low profile. Don't talk about being an intern, or you'll be offended. For a new job, especially a highly practical job, we who have just stepped out of campus must have shortcomings. As for the current talent structure of the hotel, we are undoubtedly highly educated and have solid theoretical knowledge. Many theories are not familiar to him, and even his own summary is wrong. But there is no problem with his actual operation. So when chatting with your boss about theoretical tools, all you have to do is listen, and don’t raise objections or even interrupt. The second is humility. For a new job, we have a lot to learn, so we must be humble and listen to their words and watch their actions. The third is obedience. When your boss assigns a task, don't ask why, just ask how. As long as you complete it with high quality, you will be recognized by your boss.

(2) Communication with colleagues.

Because of the benefits of cooperation, some behaviors called "infighting" among colleagues exist. If you think about it carefully, it is actually very simple. It is to separate the time period when conflicts are concentrated from other times, and avoid conflicts in "other time periods", such as having meals together, avoiding disturbing others in the dormitory, etc. As long as these little things that can cause conflicts are dealt with, things can be settled and things will be tacit.

(3) Communication with guests.

That is a problem of a character, or a mentality. Think about some of your own behaviors when consuming, and you may be able to tolerate the behavior of your guests. The purpose of your work is to obtain more benefits, and the guests are the source of these benefits. Therefore, by looking at the problem from the perspective of empathy, you can communicate well with the guests, and thus you can also handle the conflicts with the guests well.