China guests refer to mainland tourists and foreigners with mainland work permits. Foreign guests require certain reception conditions (reflected in the fact that hotels generally arrange single rooms, pay attention to the dining environment, have a certain vacancy rate in the car and are expensive).
Extended data
Common hotel terms and case studies;
1, lobby (lobby)
Refers to the department located in the lobby of the hotel, which is responsible for selling hotel products, organizing reception and dispatching business operations, and providing a series of comprehensive services for guests staying in the hotel.
There are two main jobs at the front desk: one is operation and the other is management.
The lobby generally includes the front desk, concierge, executive floor, switchboard and ticketing, and the concierge and executive floor of some hotels are regarded as separate departments. .
2. Front desk (front desk or front desk)
Set up an area in the hotel lobby to provide services such as registration, inquiry and checkout for guests.
The front desk belongs to the front office.
The front desk is the window of the hotel customer service.
3. Room Status (Room Status)
General room status is divided into: clean room (OC), dirty room (OD), clean room (VC), dirty room (VD) and maintenance room (OOO).
A clear understanding of the room condition is conducive to serving customers and selling rooms.
4. Room Type (Room Type)
Common room types are: standard room (single standard room and double standard room), luxury room, business room (executive room), suite (luxury suite), connecting room and apartment.
Different types of rooms are suitable for different types of guests.
5. Double room (double room)
Refers to a room with a double bed or two single beds.
Staying in a double room can increase the total sales revenue of the hotel.
6. Single room (single room)
A single or double bed room.
More suitable for individuals or families to stay.
7. Suite (Suite)
A living room or lounge connected to a bedroom.
Suite rental is conducive to improving the average house price and the overall income of rooms.
8. Adjacent rooms
Refers to adjacent rooms that are not connected. Similarly, adjacent and connected rooms can be called connecting rooms.
Suitable for arranging familiar guests.
Hostile or different kinds of guests should not be arranged.
9. Reservation (room reservation)
Refers to the hotel's pre-arrangement for guests with check-in needs.
The contents of the reservation should include time, date, number of people staying, number of rooms staying, hotels with better service and even the arrival time and departure time of the reservation.
10, confirm the reservation (confirm the reservation)
Refers to the hotel's reply to the guest's reservation request.
The confirmation methods are usually email, phone call and SMS.
The confirmed content is similar to the predetermined content.
1 1, modify (change reservation)
Refers to the revision of predetermined data.
Matters needing attention should be clearly remembered and handed over in time.
12, advance deposit (advance deposit)
Refers to the deposit paid by the guest at the time of reservation.
The down payment is good for both the hotel and the guests.
There are several ways to collect advance payment: cash or credit card pre-authorization.
13, arrival and departure dates (arrival and departure dates)
Refers to the specific dates when guests check in and leave the hotel.
The importance of understanding is to better arrange reservations, improve occupancy rate and increase hotel income.
14, ETA list (ETA table)
You can know the simple situation of the guests who will arrive in advance.
What's on the table.
15, Expected Departure List (Expected Departure List)
Conducive to the pre-preparation of the checkout work.
16, room forecast (reservation forecast)
It is conducive to arranging work and doing a good job in sales.
Book the contents reflected in the forecast report.
17, pre-allocation (pre-allocation)
Refers to the pre-arranged rooms required by the guests before they arrive.
The importance of pre-allocation of housing.
The basis of housing pre-distribution.
18, Pre-registration (Pre-registration)
Before the guests arrive, fill in the registration form and divide the rooms according to the guest information.
Provide services for guests and improve work efficiency.
19, arrive early (early)
Refers to the arrival of guests before the scheduled time.
Two situations: a: it means to arrive earlier than the scheduled date. B: I arrived before the check-in time stipulated by the hotel.
In either case, guests should be properly arranged.
20. sign in (sign in)
Refers to the process of staying in a hotel.
Steps of personal registration: greeting-confirming reservation-arranging room-collecting documents-entering the system-charging-sending room card.
Steps for group registration: Generally, the team will have an overall person in charge, which can be confirmed with the overall person in charge before the group can take the house. The documents and rooms should be accurate. If group guests check in, please refer to the individual registration steps.
2 1, registration card (registration form)
A printed form to record the guest's check-in information.
The meaning of use is even more important for group guests.
22. Groups (teams)
In hotels, it refers to those groups that organize tourism activities.
It has several characteristics, which are different from individual travelers. For example, a large number of guests will arrive at the same time or most of them will arrive early or late in the morning.
Group reception work.
23. Individual travelers (free travel)
The characteristics of individual travelers.
Individual guest reception work.
24. VIP (very important person)
Preparations for receiving important guests.
Reception on arrival.
Work while staying and leaving the store.
25. Check-out time (check-out time)
Refers to the guest checking out before the specified time.
The general check-out time is before noon 12.
Late check-out fee.
26. Late check-out (late check-out)
Refers to the check-out procedures after the specified check-out time.
Reasons for late check-out.
How to deal with the guest's late check-out request?
27. Daytime use (half-day room)
A guest requests to rent a room for half a day, but can't stay overnight.
The rental time is less than six hours, and the check-out time is before 6 pm. The room rate is half of the full price.
It is generally not accepted when the room is full.
28. Room change (room change)
Change rooms for guests.
The main reason why guests change rooms.
Transfer procedure.
29. Overstaying (continued)
Refers to the guest did not check out on the original departure date.
The continuous stay of guests can increase the income of the hotel.
Precautions when continuing to stay: make sure that there is a suitable room on the day of continuing to stay. If not, you need to confirm whether to change other rooms in advance.
30. Sleeping out (sleeping out)
It means "accommodation outside the store".
Pay attention to two issues: one is the rent, and the other is the property safety of the guests.
3 1, price list (room rate table)
It is a publicity material to provide guests with information such as hotel room type and house price.
The contents of the room rate table: room type, price, description of surcharge and extra bed fee, check-out time, credit cards accepted by the hotel, main service items of the hotel, reservation contact information, etc.
32. house price
This is the hotel accommodation fee.
Type of house price.
33. Net price (net house price)
Refers to the pure income of the house price except commission, tax and surcharge.
Generally used for housing price lists and signing contracts on housing prices.
34. Occupancy rate (housing rate)
Refers to the occupancy rate of hotel rooms.
The calculation method is the number of all rooms sold divided by the percentage of the total number of rooms available for sale.
35. Up-selling (selling high-priced houses)
According to the characteristics of the guest, introduce him to the advantages of high-priced rooms and persuade him to buy a room with a higher price than he originally needed.
Selling high-priced rooms can increase the income of hotels.
36. Free (free reception)
Refers to the hotel's free reception of guests who can bring influence and benefits.
Matters needing attention during reception.
37. Check out
Refers to the check-out procedures for guests.
Steps of individual checkout: confirm the guest information-notify the room for rounds-confirm the bill information-sign-get the room card.
In the group checkout step, occasionally a room card will be returned by the person in charge, and it is necessary to check whether there is a charge for each room.
38. Master statement (master account, master bill)
For two or more rooms, all expenses incurred should be recorded in a specific account and settled uniformly at the time of checkout. This account is called the master account.
Generally used for meetings or tour groups, but most tour groups do not open bookkeeping permissions. The VIP meeting of the conference group shall be distributed in advance by the person in charge.
It is convenient to check out when there are many guests.
39. Deposit (security deposit)
Refers to the fees charged in advance when guests check in.
The deposit is charged at 1.5-2 times of the room rate.
It is convenient to collect the deposit and sign the bill for in-store consumption, and it is convenient to settle the account once after leaving the store.
40. Credit card (credit card)
Refers to a kind of credit certificate and payment instrument issued by a bank or a specialized company, which can withdraw cash from financial institutions or spend it directly in consumer places.
The function of credit card, if the guest is in a hurry, can directly exchange the room card, even if the guest leaves the store, the front desk can still complete the corresponding expenses to be paid.
4 1, Skipper (intentional evasion)
Features: people with little or no luggage, people who use credit cards and fake checks, etc.
Anti-evasion measures, check with peers whether there is a criminal record, and check their expressions when checking in to confirm whether it is suspicious.
42. Information (information service)
Be able to quickly and accurately answer questions raised by guests orally.
Query information scope: hotel profile, surrounding attractions and route recommendation.
43. Operator (switchboard operator)
Employees who do telephone wiring work in the main computer room.
Belongs to the front desk.
Main work scope: sorting out hotel information, wake-up service, question and answer service, and some hotel operators have to undertake legacy services.
Wake-up call (wake-up call)
The importance of wake-up call service.
How to provide wake-up service: confirm the accurate wake-up service such as time, room number, guest name and wake-up times.
45. Baggage tag (Baggage tag)
Refers to the sign hung on the luggage.
Its function is to distinguish the luggage of the guests easily. Generally, there are two pieces, one for the guests and one for the concierge to check.
46. Lost and Found (Lost and Found)
Record the lost property.
If there are valuables, the manager on duty will handle the lost and found procedures, and other items will be mailed or collected by themselves, and the guests will provide corresponding certificates when collecting them.
47. Tip (tip)
Refers to the reward paid by the guest to the waiter for thanking him for his service.
According to the regulations, tipping is not allowed, and it is politely declined.
If the hospitality is difficult to refuse, the tip should be handed over to the higher authorities for unified handling.
48. Complaints (complaints)
Guests who are dissatisfied with the hotel service complain to the hotel authorities and make suggestions.
Handle guest complaints seriously, try your best to remedy and eliminate guest dissatisfaction.
According to the problems reflected, the management and service are rectified.
49. Log book (work diary)
Used to record important events during work.
It is an effective way of internal communication.
Records should be clear and easy for others to understand.
50. Cross training (cross training)
Employees go to other positions related to this position for training.
It is conducive to understanding the work of related positions, deepening the comprehensive understanding of their own work and improving the professional level.
Refer to Baidu Encyclopedia-China Guest? Baidu encyclopedia-hotel guests