Summary of excellent work of hotel receptionist

? Time flies, and 365 days a year is coming to an end. According to the requirements of the unit, we need to start our own summary work, which is of great significance to our future development. The following is my collection of "excellent work summary of hotel receptionists". Welcome to read it. I hope you can like it and share it! A summary of excellent work of hotel receptionists

? Macao Dexing seafood hotpot (opened by the store)

? Service reception procedures

? 1. Parking reception (parking map)

? Entry: The security guard at the entry post salutes and directs the vehicles to enter the site according to the parking space.

? 1. parking: the on-site security guard will command the vehicle to park in the designated parking space according to the principle of first-in first-out, and drive for the guests. Say hello to the car door and remind the guests to lock the car door. Don't store valuables in the car.

? 2. Departure: The on-site security guard directs the vehicle to leave the parking space and leave the parking lot according to the departure route.

? Second, concierge reception (reservation record, meal map)

? Greeting: The greeter in the entrance hall greeted the guests warmly and loudly. (Welcome) The greeter in the first place was responsible for receiving the ushers.

? 1. Reservation for ushering: (Good evening/noon, sir/madam! Do you have a reservation? ) if you have a reservation, ask the reservation person first

? After confirmation, open the client reservation management interface on the client computer, inquire about the guest reservation information, then open the ordering interface, log in and exit after opening the reservation room, and finally lead the guests to their seats. At the same time, the intercom will inform the floor minister (Minister Zhang 28 arrives on the second floor) and inform me immediately if there are any relevant managers who make reservations for the guests.

? 2. Individual ushering: (Good afternoon/evening, sir/madam! Do you have a reservation? ) Ask the number of guests without reservation (please

? How many people are there? ), first open the client interface to inquire about the real-time status of the restaurant, then open the ordering interface, arrange the guests to the corresponding positions according to the seating situation after landing, and finally lead the guests to their positions, and at the same time, notify the floor minister (5 guests will arrive at the banquet hall 22 of Minister Zhang on the second floor).

? 3. reception of non-dining visitors: ask the guest's name and company, arrange the guest in the rest area and notify the administrative office

? First reception, such as visitors directly looking for a manager, asking the guest's name and company, and immediately notifying the relevant personnel. (visitors below the manager level will not be received during working hours, and the security department will inform the department management to arrange reception for important matters at the back door of the employee's home).

? 4. The concierge should March one and a half steps away from the right front of the guest. In the process of marching, he should keep turning back to enter with the guest. Communicate, smile, and when you get to the elevator, tell the customer to wait a moment, and operate the elevator accurately. After the elevator door opens, press the sensor tightly and ask the guest to enter the elevator first.

? When all the customers have safely entered the elevator, the concierge will face the customers and communicate with them with his back to the operation office after the operation is completed. After arrival, he will also press the sensor with his hand to ask the guests to get off the elevator safely. After the guests have left the elevator, they will quickly walk to the right front of the customers and take them to the corresponding desk.

? Iii. service department (reservation, record)

? 1. Reservation reception: the manager or minister is responsible for receiving the reservation guests at the elevator lobby on the floor and guiding them

? Go to the corresponding position, and arrange the minister or foreman to order for the guests according to the shift.

? 2. Reception of individual guests: The concierge will arrange the guests to the corresponding positions according to the seating situation, and then ask the number of guests before opening the table. (you

? Ok! Excuse me, is this private room (seat) ok? Ok).

? 3. Tea service: After the card is opened, the waiter pulls the seat for the guest and says (Good afternoon/evening! Welcome to Macau

? Dexing! Health, delicious food and nutrition are our unchangeable pursuit! Do you need any tea now? We have prepared * * * tea for you here. What kind do you want? Ok, please wait a moment! ) Pass the menu to the guests, (Hello! Here is the menu. Would you like to order now? Ok, just a moment, please. Notify the minister or foreman if you need to order.

? Hotel front desk service process

? The front office is a comprehensive service department responsible for promoting hotel products and services, organizing reception work and adjusting business operations. It is an important publicity window of the clubhouse, which can leave the first impression on the guests and the overall image of the clubhouse, and its service can determine the guests to a certain extent ...

? Hotel front desk service terms

? Yuquanwan Fashion Hotel Front Desk Service Language 1. Hello sir/madam, what can I do for you? 2. Hello, sir/madam, can I help you? 3. Good night, Mr./Ms. * *. 4. Welcome to Yuquan Bay Fashion Hotel. 5. Welcome to Yuquan Bay Fashion Hotel. ......

? Hotel front desk service case

? Case 1 of hotel front desk service: On October 4th, xx, at 14: 45, the service center called to ask if the guests in rooms 918 and 928 were at the door of the room. The computer showed that these two rooms had not been renewed today, which showed the status of leaving the room, so I asked the waiter ...

? Hotel front desk service procedures

? Macao Dexing Seafood Hot Pot (opened by the store) service reception procedures 1. Parking reception (parking space map) Entering the site: the security guard at the entrance post salutes and directs the vehicles to enter the site according to the parking space in the site. 1. parking: the on-site security guard will command the vehicle to stop according to the principle of first-in first-out ......

? Hotel front desk service taboo [excellent]

? 1. Wait a moment. 2. Have you made a reservation? 3. Your reservation was not found. 4. Are you mistaken? The rooms are full, please try other hotels! 6. Sorry, I don't have this right. 7. I'm sorry, it's not my duty ..... The summary of excellent work of hotel receptionists. Part II

? In the new year and new trends, in the work of 2xx, our department will focus on the core goal of profit, and strive to create the brand strategy of "full of love for XX, comfortable home" from the aspects of food production, service quality, cost control and marketing innovation, so as to create a new situation in hotel catering. The specific work is as follows:

? First, take the production as the "leading factor", increase the core competitiveness of catering, build the brand of "XX food, XX food" and create a good reputation of "food in XX",

? The products on the first floor are mainly "fast", and the varieties of colors are constantly changed, and some local specialty snacks are launched in time, mainly with the starting point of "stabilizing the first floor", while we will intensify our innovation in the production of dishes on the second and third floors. First of all, we will keep the dishes popular with existing customers, constantly strive for perfection, and formulate the standard menu for standardizing dishes in time. At the same time, by holding food festivals and marketing activities of various festivals, new varieties of dishes are introduced. It is planned to hold a food festival in March-April, 26, which aims at distinctive tastes, affordable prices and close to mass consumption. From June to September, it is planned to introduce new cuisines to satisfy more customers' innovative tastes. At the end of October, efforts will be made to cater to the tastes of business banquets, mutual invitation of units and various middle and high-end consumer customers with high quality, nutrition and characteristics. Strive for the greater market competitiveness of dishes, constantly improve the innovation system of dishes, further manage the development and research of dishes, supervise the quality and follow up the feedback, and open up a good social image of nutritious meals, reasonable meals and exquisite meals in XX, so as to win more customers.

? Second, training is the means of service, and grass-roots managers are the core, and efforts are made to build an excellent team with excellent service level. To cope with the fierce competition in the catering market.

? Service is the second core product of catering. In 2xxx, we will carry out periodic cycle training around the theme of "Full of Love, Comfortable Home". Constantly consolidate all kinds of service knowledge through training, assessment and retraining. It is planned to work out ten items of high-quality catering services, that is, on the basis of service procedures, some more detailed personalized service contents will be summarized to form ten easy-to-understand items, and each floor will be required according to different actual conditions of this floor. The foreman and supervisor follow up the implementation, further refine and improve the overall service, and at the same time test the implementation effect through assessment. The service on the first floor is still based on the service policy of "fast", "accurate" and "smart", while highlighting the enthusiasm for old customers. Improve the dishes and service quality of food delivery service. On the second floor, we should focus on creating the atmosphere of the dining room, adding tablecloths and mouthpieces to make the color of the banquet hall more festive. We can consider making chair covers, highlighting the theme of the banquet on the dragon and phoenix terrace in the hall, and continuing to build the banquet brand from the details of restaurant layout. The box service on the third floor highlights individuality. Especially for regular customers, it is necessary to strengthen emotional communication with guests, highlight the word "affection", retain customers with sincerity, enthusiasm and friendship, and establish a part-time marketing team of the catering department based on the third floor. Excellent employees and some managers from all floors will take advantage of the non-opening time to go out and visit customers, listen to their opinions, narrow the distance with customers, develop new customers, and make use of the opportunity of serving in restaurants to get to know customers and formulate marketing.

? Third, reduce expenses, save costs, and strive for maximum profit space.

? Cost control is the focus of this year's work. This year, the hotel stipulated that the gross profit margin of the kitchen was 57%, and the gross profit margin over the years was far from this figure. This year, we will strictly control the purchase of raw materials from the beginning, arrange special personnel to be responsible for acceptance and sign the bill, instead of the previous situation of each kitchen's individual acceptance, so as to control the cost of raw materials. In addition, we will strengthen management in the use of kitchen raw materials and put an end to waste.

? Constantly improve the department's energy management system and porcelain management system, control the export and use of low-quality consumables, set up property accounts on different floors, make full use of existing warehouses on various floors, put all kinds of articles in classification code, avoid the situation of disorderly stacking in the past, prolong the service life of articles, and try our best to achieve more profits for the department without harming the interests of guests, lowering the service level and affecting the restaurant environment.

? In the new year, with new goals, under the correct leadership of the hotel leadership, our department will mobilize the enthusiasm of all the staff in the department and go all out to create better results

? 2xx is a year of far-reaching significance for the hotel. Under the extremely severe external situation, hotel leaders should start from the inside, improve the procurement workflow, increase revenue and reduce expenditure for all departments, and try their best to control and save costs. Under the restriction of the whole environment, the benefits have been maximized.

? As far as the front office of the hotel is concerned, the main work in 2xx is reviewed as follows:

? I. operating benefits

? 1. As of December 13th, 2xx, the front office of the hotel has opened 8,635 rooms, with an annual average daily occupancy rate of 39.16% and an annual average house price of 457.14 yuan/room. The accumulated income of the room bar is 51,31 yuan, the compensation for guests is 2,343 yuan, and the income of the business center (copying and printing services for guests) is 2,432 yuan.

? Second, the front desk sales

? 1. Facing the increasingly fierce market competition, the front office of the hotel opened a flexible sales method with the lowest sales price in 2xx. When the front office staff sells to the guests, they try to understand the psychological price of the guests. When it is lower than the lowest sales price of the front office, they apply for the price by telephone. The purpose of the front office in the face of room sales is: not to let a customer lose the working principle to sell rooms.

? Iii. team meeting reception

? 1. In the year of 2xx, 165 teams of travel agencies were received, including about 1 teams of Tibet Travel International Travel Service. Other teams involved travel agencies, including Lhasa Travel Service, Shengdi Huamei Travel Service, Changyou Travel Service, Tea Horse Ancient Road Travel Service, Lhasa International Travel Service and Youth Travel Service. In addition to maintaining the relationship with old customers, the front office also actively develops new partners. In 2xx, the new cooperation units in the front office include: anti-aircraft artillery regiment, Shengdi Huamei Travel Agency, Lhasa City Travel Service and other cooperative travel agencies and units. During the Mid-Autumn Festival, various units were also given Mid-Autumn moon cakes.

? 2. In 2xx, the front office participated in and assisted in the reception of important meetings, including the National Day reception in Nepal, the establishment ceremony of the Tibet Tourism Chamber of Commerce, etc., and the front office staff actively participated in and assisted. Successfully completed the reception of two important meetings.

? 3. The hotel has completed the qualification of receiving foreign guests from the end of August 2xx. As of December 13th, 2xx, 6 batches of foreign guests and teams from Hong Kong, Macao and Taiwan were received. The reception front office of foreign guests and Hong Kong, Macao and Taiwan teams uploaded and registered in strict accordance with the requirements of Lhasa Entry-Exit Management Detachment for foreign guests and guests from Hong Kong, Macao and Taiwan, and there was no non-compliance with the requirements.

? Iv. staff training

? Pay more attention to staff training to improve the service quality of staff, and carefully organize and arrange the training from the early guidance training and intensive exercises. Some of the new jobs require many trainings and practical training.

? 1. rules and regulations of the hotel and the department

? 2, appearance and courtesy standards

? 3. The hotel should know the meeting, framework and business hours of each department

? 4. memorize the telephone numbers of all departments

? 5. The room type of the hotel and the room price < P >? 6. Visit the room to learn about the room type and facilities

? 7. standards and requirements for answering the phone

? 8, the front desk job responsibilities

? 9. Operation process of each shift

? 1. front desk terminology

? 11. Types of certificates and scanning, checking and uploading

? 12, familiar with the front desk operating system

? 13. Work flow of reception at the front desk

? 14. individual booking service procedures (debit, refund and self-payment)

? 15. Team reservation service program

? 16. change the reservation service program

? 17. Cancel the reservation service program

? 18. oversubscription service program

? 19. skills and precautions for booking row houses

? 2. check-in service procedures (credit, refund and self-payment)

? 21. Team check-in service procedures

? 22. VIP guest reception program

? 23, query the guest service program

? 24. guest rollaway service program

? 25. confidential check-in (DND) service procedures

? 26. Room change service program

? 27. guest renewal service program

? 28. Does the guest change the room rate service program

? 29. the operation process of the wedding room

? 3. Check-out service