Lobby Manager Job Description:

The lobby manager is the middle-level manager of the hotel or restaurant industry. Entrusted by the general manager, he handles the complaints of the guests about all the equipment, facilities, personnel and services of the hotel and restaurant instead of the general manager, supervises the operation of various departments, coordinates the relationship between various departments, and ensures that the hotel and restaurant provide quality services to customers in a normal order. They are the nerve center of hotels and restaurants and the bridge between hotels, restaurants and guests. Their general work scope includes:

Maintain order and guest safety in the lobby, and keep the lobby quiet, elegant and civilized;

Arrange the work of the day properly, and supervise and inspect the work quality of the front desk and waiters; ?

Handle guest complaints and assist hotel leaders and relevant functional departments to deal with all kinds of emergencies in the hotel; ?

Answer guests' inquiries and provide necessary help and services to guests; ?

Do a good job of patrol every day, supervise the gfd, sanitary conditions, equipment operation and safety of hotel and restaurant employees. ?

In addition to acting as a bridge and link, the lobby manager is also a "watchful eye" to supervise the quality of hotels and restaurants.

Core competitiveness:

Knowledge requirements: Lobby managers generally require college degree or above, regardless of major. They have received training in service management and hotel management, and know public relations etiquette, psychology, management and hotel business knowledge.

Skills requirements: Familiar with hotel management workflow and management norms, with strong organization, management and coordination capabilities; Have considerable training ability, strong adaptability and fluent oral English.

Experience requirements: at least one year working experience in hotel or restaurant, familiar with the operation and management of hotel and restaurant services.

Professional quality: good temperament, kindness and generosity, dignified appearance, cheerful personality, good at communication, overall concept, service awareness and strong sense of responsibility, able to work under greater pressure.

Professional status:

As a profession, "lobby manager" plays a very important role in modern hotels and catering enterprises. In recent years, banks have also introduced the position of lobby manager. It can be seen that the role of the lobby manager is widely recognized. Of course, enterprises of different sizes have different requirements for lobby managers, and small and medium-sized enterprises focus on specific business capabilities; The requirements of large enterprises for lobby managers emphasize work consciousness and attitude. With the vigorous development of catering industry and hotel industry in China, the career prospects of lobby managers are very optimistic.

Risks and rewards:

The most unpredictable thing for the lobby manager is customer complaints. The purpose of any hotel or restaurant is customer first, and the lobby manager makes direct and face-to-face contact with the guests on behalf of the hotel or restaurant. The primary responsibility is naturally to maintain the order in the lobby, handle the complaints of guests, provide timely and thoughtful service for guests, and mobilize all resources of the hotel to meet the urgent needs of guests when necessary. It can be seen that the lobby manager is still a charging role, full of risks.

The income of the lobby manager depends on the scale and efficiency of hotels and restaurants. Under normal circumstances, the lobby manager of a four-star hotel in Beijing earns more than 4,000 yuan a month.

Career trends:

Development path: in most hotels, the lobby manager is usually above the foreman and supervisor; Assistant to the general manager or director of the general manager's office. To this end, the development space of lobby managers is to move towards management.

Transformation opportunities: the lobby manager can transform into an administrative supervisor and assistant in the catering or hotel industry.

Career mode:

Wang Xiaomei, aged 33, is the lobby manager of Beijing Jinglun Hotel.

Scope: lobby, restaurant, surrounding area, parking lot, etc.

Department: General Office

Contact: lobby manager, chef, artist, cashier.

Superior: Assistant to the General Manager

Subordinate: security guard

Responsibilities:

1, receive and send off guests, and check the reception of important guests. Handle guest complaints and file important complaints.

2. Assist hotel leaders and relevant functional departments to deal with all kinds of hotel emergencies.

3. Answer the guest's inquiries and provide the necessary help and service for the guests.

4, familiar with the characteristics of the guests, take the initiative to solicit the opinions of the guests, and actively coordinate the relationship between the hotel and the guests.

5. Be responsible for signing, keeping, searching and claiming the items left by the guests.

6. Coordinate the relationship between departments.

7. Accept guest reservations, be responsible for the implementation of reservations and notify relevant departments, and manage the reservation information.

8. Supervise the staff to operate according to the standard, provide polite service, and check the work of the front office staff.

9. Assist the cashier at the front desk to deal with guest accounts and claims for hotel property damage.

10, maintain the order of the lobby and the safety of guests, and always keep the lobby quiet, elegant and civilized.

1 1. Fill in the assistant manager's log in the lobby carefully, summarize relevant information regularly, attach opinions and suggestions, and report to the superior or newspaper manager.

12, responsible for managing the sanitation and order around the hotel and the parking lot.

Permission:

1, according to the reservation situation, issue the notice of production and task completion of each department.

2. The consumption discount of important guests is less than 8.8 fold.

3. Inform the relevant departments about the handling of complaints and supervise the implementation.

Qualifications:

1, college degree, over 23 years old, female, dignified appearance.

2. Strong language skills and communication and coordination skills.

3, understand the public relations etiquette, psychology, management and related hotel business knowledge, can skillfully open the banquet menu.

4. More than one year hotel management experience.

5, can use computer operation.

Responsibilities of the lobby manager

1. Welcome VIPs on behalf of the hotel, handle major events, and record related matters of special VIPs and guests worthy of attention;

2. Welcome and lead V.1.p. guests to the designated room and introduce the room facilities. And hotel conditions;

3. Make a record of V.1.P. guests' departure, and implement every detail of VIP reception;

4. Decide whether to accept the guest's check and handle the guest's check-out questions and other inquiries, and handle them according to the relevant regulations and authorization of the hotel; "

5. Record and handle the work of changing locks and keys;

6. Handle the rooms with errors between the room table reported by the housekeeping department and the front desk, and lock the rooms in person;

7. Handle guest complaints and solve problems correctly according to the guest's psychology;

8. Understand the trend of room status on the day and after, and try to participate in the reception work;

9. Check the inside and outside of the hotel to ensure the normal operation of various functions and eliminate preventable disadvantages in time;

10. When talking with guests, you can introduce the hotel facilities appropriately; .

1 1. Keep close contact with the security department and the reception desk to obtain information and report "accidents" and "patients";

12. Check the alarm room together with security guards and engineers;

13. cooperate with the personnel of the finance department to recover the accounts owed by the guests who are still staying in the hotel;

14. In case of emergency, correct instructions must be given;

15. When there is a dangerous accident without a leader's instructions, make a decisive decision and evacuate the guests when necessary;

16. Arrange to send the sick or accident guests to the hospital;

17. Responsible for handling the lost and found valuables;

18. urge the relevant departments to carry out maintenance in time for the projects that need maintenance within the scope of Golden Hall;

19. Do a good job of fire prevention and theft prevention within the scope of this group;

20. Reflect the performance of relevant employees and the opinions of guests to the leaders;

2 1. Insist on recording the events and complaint handling of the day in the duty book every day, and report to the front office manager;

22. Complete other tasks assigned by the leadership.

Responsibilities of the front desk supervisor

1. Assist the manager of the front desk department to do the daily reception work, preside over the overall work of the front desk shift, and create a good working atmosphere;

2. Attend the regular meeting of supervisors, keep abreast of the ideological trends of employees and report to the department manager, and check and supervise the gfd, organizational discipline, polite language and work efficiency of employees in this department;

3. Responsible for preparing employee worksheets, reasonably arranging subordinates' work, managing and allocating all kinds of consumables used by the department, strictly controlling costs, and timely conveying instructions from superiors;

4. Master the reservation and guest situation of the day, and maximize the sales of instant rooms according to the arrival and departure guest list of the day;

5. Check and be responsible for the safety and fire control work of this department, arrange the reception of important guests and the implementation and inspection of important information;

6. Supervise the escort service, implement service procedures, and supervise the inquiry service to meet the reasonable requirements of the guests;

7. Participate in the reception work at the front desk, effectively solve guest complaints and related problems of the department, and coordinate and contact with relevant departments;

8. Formulate and organize the implementation of the training plan, correctly evaluate the work of subordinates, and keep a work diary;

9. Responsible for the assessment of subordinate employees;

10. Keep close relationship with assistant manager and cashier.