1. Introduction

The front desk, also known as the front desk, is usually located in the lobby of a hotel. It is a comprehensive service department (Leather, 1999) responsible for organizing reception and selling products. The front hall is the core center of the hotel, which is comprehensive and harmonious. In addition, the main duties of the front office mainly include guest reservation, registration, condition control and settlement. The work of the front office mainly involves the business activities of the Ministry of Foreign Affairs.

Rooms are the main products of the hotel. The front office drives the business activities of other departments through room sales. To this end, the front office actively carries out room reservation work. Check-in procedures and accommodation arrangements for arriving guests, and actively promote and sell various products of the hotel. At the same time, the front office will promptly inform customers, guests, in addition, the needs and complaints of guests and other information about the department will be taken into account to jointly coordinate the customer service of the whole hotel, so as to ensure the efficiency and quality of service. At the same time, the front hall is the center of service for guests and the place where guests contact the hotel. Before the arrival of the guests, from booking, check-in to the checkout of the guests, the guest history is established, and the front office staff will provide services for the guests throughout the transaction between the guests and the hotel.

2.0 Four main steps of checkout and settlement process

As we all know, the process of checking out and settling accounts is complicated. First of all, guests should show the deposit receipt and room card of the front office staff. Then they will be guided to rest and wait. During this period, the ward round staff in the room center will sort out the documents, check the guest's room and account, lend out items, etc., to ensure whether the guest should pay extra fees.

Secondly, guests should check the accounts. If there is no mistake, the guest should sign, and then the front desk will arrange check-out procedures. If guests have questions about the accounts, they should have a clear understanding of the accounts before leaving.

Third, the bill after settlement should be divided into two parts: one part is for guests; The other is the hotel's own tenant single-connected electricity meter. This meter is used to reflect the consumption of retired guests from entry to departure.

Fourth, put away all the documents of the check-out guests or store them according to the prescribed standards. This is very important for the operation of the hotel. Therefore, it does not allow any mistakes in this process.

3.0 conclusion

The front hall is regarded as the nerve center of the hotel, which makes the guests think that it is the representative of the hotel management organization. Check-in, check-out and settlement of guests are all carried out in the front hall. If the guests have difficulties, they can find the front office, or they can complain to the front office. The words and deeds of the receptionist will leave a deep impression on the guests. Therefore, the first impression is very important (Lee, Marshall2004). If the front office staff can entertain guests with polite attitude and skillful skills, provide good service for guests, properly handle their complaints and help them solve problems seriously and effectively, guests will feel comfortable and satisfied. On the contrary, everything will make customers unhappy.

4.0 reference

Leather, (1999), its manufacture, history, treatment and protection, by J. Franklin Mowery,13–73.

Li, Marshall (2004), On Book Design, 1 6, 5438+02, 20-32.