Lead: What is the reception process at the front desk of the hotel? What should I pay attention to at the front desk of the hotel? Come and have a look with me!
(1) Check-in procedures and precautions for individual travelers:
1. When the guest enters the hall and is two meters away from the main table, look at the guest, smile at the guest and say hello: "Hello, sir/madam! Good morning/afternoon/evening.
(1) If you answer the phone, just look at the guest and nod and smile to signal the guest to wait.
If you are dealing with the documents at hand, you should always pay attention to the arrival of guests.
2. Confirm whether the guest has made a reservation.
(1) If a guest has made a reservation, please wait a moment and check the reservation according to the name or company used by the guest when making the reservation.
(2) If the guest has no reservation and has a room available, he should introduce the type, price and location of the room that can be rented to the guest. Wait for the guests to choose and answer their questions. If there is no room available, you should apologize to the guest, introduce the situation of the nearby hotel to the guest and ask if you need help. We can help them contact.
(3) If the guest just asks, not checks in, be patient and answer the guest's questions and welcome the guest.
Check in
(1) Take the upper end of the accommodation registration form and the lower end of the pen and give it to the guests to fill in.
(2) Verify whether the witness cards are consistent, and scan and save the certificates.
(3) Check whether the accommodation registration form is complete. If there are any missing items or unknown information, they should be supplemented or supplemented according to the document requirements. If the guest has no valuables to deposit, please sign in the lower right corner of the registration form. And write down the license plate number.
(4) Confirm the payment method (debit card, credit card, cash).
(5) Give the certificate and room card to the guest together, and remind the guest of the approximate location of the room where he lived for the first time.
(6) If there are large pieces of luggage, please ask the bellman to carry them.
(7) Notify the housekeeping department and the general computer room, and input the check-in information into the computer.
Remarks:
(1) when you check in, you should make it clear, especially the early morning specials, clock rates and subsequent rates.
② Membership cards and VIP cards are generally valid at the time of check-in, otherwise they are invalid. (The receptionist must indicate the reasons for modifying the house price, and make a table of changes in the house price).
(3) Write the names of several people on the registration form for opening the door. When you check in, you should ask the guests how many days they will stay, so that you can swipe your room card for a few days and collect a deposit for a few days. At the same time, the time on the computer should be consistent with this to facilitate the floor. Stick to the last name.
(4) The deposit sheet for guests living together shall be written separately, and the registration form shall also be written separately.
⑤ When guests check in, they should take the initiative to ask whether to keep a secret. For telephone inquiries, ask them if they want to transfer, and don't tell them the room number.
⑥ Guests or VIPs with birthdays should inform housekeeping department in time.
(2) Admission procedures and precautions for the reception team
1. Preparation: (If a room needs two room cards, the room cards should be prepared one day in advance)
(1) Make an appointment 1-2 days in advance to ensure the team room.
(2) When more than two teams arrive at the store at the same time, the key team with high level should be arranged first, and then the team with more rooms should be arranged.
(3) The guests of the same team should be arranged as centrally as possible.
(4) When there is no room reservation, you can wait temporarily, but you should leave the room (one hour) before the guests arrive at the latest.
(5) The personnel on duty should know the names, contact numbers, units and special matters of each team leader. And do a good job of communication with the room service center and the sales department.
Greeting guests
(1) When the team arrives, check the group reservation status according to the guest information.
(2) According to the reservation information, check the number of people, rooms and whether to order food with the guests. After the content is correct, please ask its team leader to sign the bill. When it is necessary to add or subtract rooms under special circumstances, politely consult the team leader and ask him to sign, and then inform the room service center and cashier to make corresponding changes. And politely consult the tour leader's activity arrangement in order to provide services for the guests. For example, if you know the check-out time, the floor can organize human rounds to ensure that the check-out time will not delay the guests.
3. Fill in the form, verify and allocate the house.
Please fill in the housing registration form. If the team is in suspense, everyone can fill in the form. The team leader will sign the form, count the number of room cards and distribute them to the team members.
4. Input the check-in information into the computer, and notify the housekeeping department, the general computer room and the team housing. The name and room number of the tour leader should be notified to the room center.
2 Remarks:
(1) Submit the team reservation form to the cashier for retention, especially the form indicating the checkout method.
② The team list sent by the sales department must confirm the check-in time, bar and long distance, and notify the room service center 1 2 days in advance. The reservation of the sales department should be satisfied as far as possible (the sales department leaders have special preferential rights). The free room for the team is arranged in the annex building.
Additional:
Hotel reception rules and regulations
This system is formulated in order to cooperate with the smooth progress of the front office work and standardize the work behavior of employees.
1. Honesty is the moral code that employees must abide by, and being honest with their work is the code of conduct that every colleague must abide by.
2. Unity, cooperation, mutual respect and mutual understanding among colleagues are the basis for doing all the work well.
3. It is the duty of every colleague to concentrate on the work and complete the task with good quality and quantity on time.
The above three rules are the code of conduct that every service personnel must abide by.
I. Attendance system
1. Punch in and out of work on time, and don't be late or leave early.
2. Personal leave must be notified one day in advance, explaining the reasons, and can only be taken after being approved by the manager.
3. It is strictly forbidden to change shifts without permission, and an application form must be filled in for shift change.
Second, gfd.
1, you must wear clothes according to the hotel regulations when working, and the work clothes must be clean and tidy.
2. The hotel requires personal gfd, and the posture of standing, standing and walking should be correct and appropriate.
3. It is strictly forbidden to use foul language and spread false or defamatory remarks in the hotel, which will affect the reputation of the hotel, guests or other employees.
4. It is forbidden to talk loudly, play and chase in the hotel.
Third, the work:
1, check-in and rest are prohibited without permission.
2, be careful when the succession, it is forbidden to various forms.
3, shall not have an argument with the guests, problems in a timely manner to report to the head of the department and when the foreman, handled by it.
4, obey the leadership's work arrangement, complete all the work with good quality and quantity.
5. Insist on standing, smiling, honorific and civilized service in the service reception work, so that guests feel cordial and safe.
6, actively participate in the site team meeting and various training work, and strive to improve their own quality and professional level.
7. Carry out service work in strict accordance with service regulations and standards.
8, earnestly do a good job record, fill in the work form.
9. Consciously care for and maintain all equipment and facilities.
10, have a good working attitude at work.
1 1. Pay attention to mutual cooperation, understanding and communication in your work.
12. Complaints and other work problems caused by human factors are strictly prohibited.
Fourth, the specific precautions in the work
1. The front desk staff must always know the situation of each room correctly-entering the house, dirty room, clean room, maintenance room, room type, house price, windows, darkroom, computer room, etc. , so as to provide a reliable basis for the sale and distribution of rooms.
2. The front desk staff must provide high-quality services, such as reservation, registration, inquiry, telephone, message, luggage, room change, keys and check-out.
3. Coordinate rooms to solve various problems encountered during check-in, and contact various departments to provide quality services for guests.
4, the establishment of the guest account is to record and monitor the financial relationship between the guest and the hotel, to ensure that
The hotel obtains business income timely and accurately. The guest's bill can be established when booking a room (recorded as a deposit or advance payment) or when checking in.
5. Pay attention to using polite expressions, such as "please", "you", "sorry", "sir" and "madam".
6. Always remind yourself to smile.
7. Be good at controlling your emotions at work.
8. Learn to politely refuse.
It can be seen that the work of the front office directly reflects the work efficiency, service quality and management level of the hotel, and directly affects the overall image of the hotel.
Verb (abbreviation for verb) The responsibility of the front desk receptionist in a hotel.
1. Work flow of reception post
(1) Check and adjust your gfd five minutes before going to work, and hand over the work with the previous staff, so as to know the expected room opening situation of the day, what work needs to be done and what problems need to be solved.
(2) Check the completion of all work, especially whether all kinds of reports are complete.
(3) Tidy up the countertop and keep the front desk clean and tidy.
(4) During the shift change, if there are any problems or important notices that need to be solved, they should be clearly recorded in the shift change book to prevent things from being delayed.
2. Personal reception requirements
(1) Greet the guests, welcome them and offer their services.
(2) Ask the arriving guests whether they have reserved a room. If you are an appointment guest, you can give him a welcome speech. If the guest has no reservation, if there is a room available, he should try his best to satisfy the guest.
Accommodation requirements, in the case of full, it is best to help guests contact other hotels.
③ Fill in the accommodation registration form. Accommodation registration forms are usually made in duplicate, and temporary accommodation registration forms for overseas personnel are made in triplicate. The registration form should include the guest's name, gender, occupation, nationality, ID card or visa number, and must be filled in carefully.
(4) Confirm the room type, room price and payment method with the guest. If the guest pays by credit card, the receptionist must first confirm whether the hotel can accept the card held by the guest and whether the card is valid.
⑤ Fill in the room card. When the guest fills in the registration form, the receptionist should fill in the room card and give it to the guest.
⑥ Contact Housekeeping Department. After the guests check in, the receptionist should inform the housekeeping department of the guest's check-in information so that they can make preparations for the reception in advance.
⑦ Make guest bills. Indicate the guest's name, arrival and departure date, room number, room type, room rate payable, etc. On the printed bill.
Six, the front desk reception frequently asked questions.
(1) The guest is unwilling to stay.
(1) should know what the guests think and patiently explain the necessity of filling in the registration form. If the guest is afraid of trouble, he can fill it in and ask him to sign it.
(2) If the guest is worried and afraid of being disturbed, he can patiently explain to the guest and make a guarantee to reassure him.
(2) The visitor asks about the guest.
Check the guest's room number first, then contact the guest, get the guest's consent, and then
You can tell visitors the guest's room number.
(3) When the room is tense, the guest asks to stay.
(1) Taking care of the interests of the guests who have already stayed in the hotel as the first priority, we would rather introduce other hotels to the guests who are about to stay in the hotel than drive away the guests who have already stayed in the hotel.
(2) You can explain the difficulties of the hotel to the guests who have already checked in and ask for their opinions. If the guest does not want to move to another hotel, he should inform the reservation office as soon as possible, find another room for the guest who is coming to the hotel, or contact other hotels.
(4) When the guest leaves the store, take away the room items.
When individuals leave, they often take away the hotel's tea cups, towels and other supplies, out of greed and petty gain or to keep a souvenir. In this case, it is inappropriate to ask them directly, which will make the guests unable to get off the stage and destroy the established harmonious relationship between them. It is wise to tell the guests without showing any trace: "you can't find what is in your room." Did you accidentally put them somewhere and forget to restore them? "
The front hall is the nerve center of the hotel and the representative of the hotel management organization in the eyes of guests. Guests check in and check out in the lobby. If you are in trouble, ask for help in the lobby. They also seek lobbying when they are dissatisfied. The manners of the front office staff will leave a deep first impression on the guests, and the first impression is extremely important. If the front office staff can treat guests with courtesy, provide services with skillful skills, or properly handle the complaints of guests and help them solve difficult problems seriously and effectively, then he will feel at ease and satisfied with other services of the hotel. On the contrary, the guests will be dissatisfied with everything.
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