How important is the front office to the hotel-the position and function of the front office of the hotel

The front office is the representative of the hotel management organization. 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 the guests with courtesy, provide services for the guests with skillful skills, or properly handle the complaints of the guests seriously and effectively and help them solve difficult problems, then he will feel at ease and satisfied with other services of the hotel. On the contrary, the guests will be dissatisfied with everything.

Precautions for Front Office Staff There are some specific precautions for front office staff in their work:

1. Pay attention to using polite expressions, such as? Please. 、? What about you? 、? Excuse me. 、? Sir? 、? Lady? Wait a minute.

2. Always remind yourself to smile.

3. Be good at controlling your emotions at work.

4. Learn to refuse artistically.

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.

The lobby is the center of the hotel's business activities, and the guest room is the main product of the hotel. The front office drives the business activities of other departments of the hotel through room sales.

To this end, the front office actively carries out room reservation business, handles check-in procedures and arranges housing for guests who arrive at the hotel, and actively promotes and sells various products of the hotel.

At the same time, the front office should inform the relevant departments of customers, customer situation, customer needs, complaints and other information in a timely manner, coordinate the hotel's customer service, and ensure the efficiency and quality of service.

At the same time, the front hall is the center of service for guests from beginning to end, and it is the link between guests and hotels.

The staff in the front office serve the guests from the reservation before arrival, check-in to checkout, and establish the guest history file, which runs through the whole process of the transaction between the guests and the hotel.

The front office is the staff and assistant of the hotel management organization as the center of hotel business activities. The front office can collect all kinds of information of the whole hotel management, carefully sort out and analyze these information, and provide the hotel management organization with data and statements that truly reflect the hotel management situation every day or regularly.

The front office also regularly provides suggestions to hotel management agencies as a reference for formulating and adjusting hotel plans and business strategies.

To sum up, the front office is an important part of the hotel and the first important link to strengthen hotel management.