Hotel front desk management system

In order to cooperate with the smooth progress of the work of the front office, standardize the work behavior of the staff, specially formulated this system.

1, honesty, is the staff must abide by the code of ethics, with an honest attitude towards work is every colleague must abide by the code of conduct.

2, solidarity and cooperation between colleagues, mutual respect, mutual understanding is the basis for all work

3, work-oriented, on time, according to quality, according to the amount of work to complete the task is the responsibility of each colleague.

The above three is the code of conduct that every service personnel must follow.

I. Attendance system

1, clock in and out of work on time, so as not to be late, not leave early.

2, personal leave must be one day in advance notice, explain the reason, approved by the store manager before the vacation.

3, it is strictly prohibited to change shifts privately, shift change must fill out the application form.

Two, grooming

1, must be uniformly dressed for work according to the hotel regulations, uniforms must be clean, neat.

2, the hotel requires to maintain personal grooming, standing, standing, walking posture should be upright, decent.

3, is strictly prohibited in the hotel within the scope of foul language, spread false or slanderous statements, affecting the hotel, guests or other employees reputation.

4, is strictly prohibited in the hotel loud noise, playing, chasing, play.

Three, work:

1, it is strictly prohibited to open a private room to rest.

2, during the shift to be careful and meticulous, a variety of forms are strictly prohibited errors.

3, shall not argue with the guests, the problem promptly reported to the head of the department and when the foreman, who will deal with it.

4, obey the leadership of the work arrangements, quality and quantity to complete the work.

5, service reception work adhere to stand, smile, salute, civilized service, so that guests feel friendly, safe.

6, actively participate in the parts of the regular meetings of the team and the training work, and strive to improve their own quality and business level.

7, work in strict accordance with the service procedures, standards for service.

8, conscientiously do a good job of work records, fill out the work form.

9, consciously care and maintenance of equipment and facilities.

10, work with a good attitude.

11, work to pay attention to mutual cooperation, understanding, communication.

12. Complaints and other work problems caused by human factors are strictly prohibited.

Four, the work of specific considerations

1, the front desk staff must at all times correctly understand the status of each room - in the housing, dirty rooms, clean rooms, maintenance rooms and room types, room rates, with windows, dark rooms, whether computer rooms, etc., for the sale of guest rooms and distribution to provide a reliable basis.

2, the front desk staff must provide guests with quality booking, registration, enquiries, telephone, message, luggage, room change, keys, check-out and other services.

3, coordination of guest rooms to solve the various problems encountered in the process of guests staying, liaison with various departments to provide quality service to guests.

4, the establishment of the guest account is to record and monitor the financial relationship between the guests and the hotel, in order to ensure that the hotel timely and accurate business income. Guest billing can be established at the time of booking rooms (credited to the deposit or advance payment) or at the time of check-in procedures.

5, pay attention to the use of polite language, such as "please", "you", "I'm sorry", "Mr.", "Ms." and so on.

6, always remind yourself to smile.

7, to be good at work to control their emotions.

8, learn to politely refuse.

It can be seen that the work of the front office department directly reflects the hotel's efficiency, service quality and management level, directly affecting the overall image of the hotel.

Fifth, the hotel reception duties

1. reception post workflow

(1) 5 minutes before going to work to check and adjust their appearance, and the last shift of the staff for the work of the handover, to understand the day's room is expected to be the situation and what work to do, which problems need to be solved.

(2) Check the completion of all work, especially whether all kinds of reports are ready.

(3) Organize the countertop and keep the front desk clean and tidy.

(4)During the shift, if there is any problem that needs to be solved or any important notice, record it clearly in the handover book in order to prevent things from being delayed.

2. Requirements for the reception of casual guests

①Greet the guests, welcome them, and express your willingness to provide them with services.

②Ask the arriving guests whether they have booked a room. If the guest has a reservation, give him or her a welcome message. If the guest does not have a reservation, try to accommodate him if there is a room available, and in the event that it is full, it is best to help the guest contact other hotels.

③Fill in the accommodation registration form. The accommodation registration form is generally in duplicate, and the temporary accommodation registration of foreigners is in triplicate. The accommodation registration form should include the guest's name, gender, occupation, nationality, ID card or visa number, etc., and must be requested to be filled in carefully.

④Confirm with the guest the type of room, the room rate and the payment method. 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.

⑤Fill in the room card. At the same time the guest fills in the accommodation registration form, the receptionist should fill in the room card for the guest and hand it to the guest.

6 Liaison with the guest room department. After the guest has checked in, the receptionist should inform the guest room department of the guest's check-in information, so that it can make preparations for the reception in advance.

⑦Make the guest bill. Type the guest's name, date of arrival and departure, room number, room type, and room charge payable on the printed bill.

Sixth, the reception of the front office to deal with common problems

(1) guests do not want to check in registration

① should understand the idea of the guests and patiently explain the need to fill out the accommodation registration form, if the guests are afraid of trouble, you can fill out the form on behalf of the guests, so that their signatures to recognize can be.

②If the guests are concerned about the fear of being disturbed, you can patiently explain to the guests, and make a guarantee to reassure them.

(2) the visitor asked to check the housing guests

first check the guest's room number, and then contact the guest to obtain the guest's consent, and then only tell the visitor the guest's room number.

(3) In the case of room tension, the guest asked to continue to stay

①Take care of the interests of the guests who have already stayed in the hotel as the first priority, rather than introduce other hotels for the guests who will be coming to the hotel, rather than drive away the guests who have already stayed in the hotel.

②You can first explain to the guests have stayed in the hotel's difficulties, to seek their views, whether they are willing to move to other hotels to extend the wish if the guests do not want to, should be notified as soon as possible to the booking office, for the upcoming guests to find another room, or contact other hotels.

(4) guests leave the room, take away the room items

Individual guests in the departure of a small advantage, or in order to leave a souvenir and other psychological, often take the hotel's teacups, towels and other supplies, encountered in this case, directly to the guests to ask for it is inappropriate, will make the guests can't stand up to, and undermine the harmonious relationship that has been established between each other, the smart thing to do is to show no signs of Tell the guests: "You can't find the things in the room, is not you a moment of inattention in what place, forget to restore the original position, can you trouble you to help us find a look?"

The front office is the nerve center of the hotel, in the minds of the guests it is the representative of the hotel management organization. Guests check-in registration in the front hall, leaving the settlement in the front hall, guests encounter difficulties seeking help to find the front hall, guests feel dissatisfied with the complaint also find the front hall. Front office staff's words and behavior will give guests a deep first impression, the initial impression is extremely important. If the front office staff can be courteous attitude to treat guests, with skillful skills to provide services for guests, or properly handle guest complaints, seriously and effectively help guests to solve difficult problems, then he will be assured that the hotel's other services, will also feel at ease and satisfied. On the contrary, the guest will be dissatisfied with everything.