#酒店 ##酒店人#
The front desk of the hotel is a small job, but it carries a lot of responsibility. For new employees who are just starting out, they need to master the most basic skills and knowledge of the front desk.
1. Responsible for booking and selling rooms
1. Receiving a call from a guest to make a reservation (answering the phone using standard language).
2. Ask for the name of the person who made the reservation (sir/miss, what is your surname??) Please wait?? ）
3. Check the occupancy rate of the computer and whether it accepts check-in (arrival time, required room type, and approximate number of days of stay)
4. Accept the reservation and confirm the information with the caller (name of the person who made the reservation, name/unit of the guest staying at the hotel, check-in and check-out times, number of rooms and room type, and room rate)
5. Determine the payment method and contact information with the booker to facilitate contact.
6. Recount all the records to the booker and confirm them, and then enter them into the front desk computer system. (Thank you for the call)
7. If the reservation information is very important, it is necessary to verbally hand over the shift to the next shift staff and make preparations.
2. Check-in process for guests
1. When the guest enters the door, the front desk is responsible for the reception, and the welcome is said first, then the greeting, and finally the guest is asked.
2. The reception service should be soft and cordial: the word "please" should be the first, "thank you" should be the end, "sorry" should often be on the lips, and the guests should not forget to say "goodbye".
3. According to the needs of the guests, introduce the room type and charging method for them.
4. After confirming the check-in, carefully check the valid documents, etc., scan and enter them into the computer for archiving.
5. Confirm the number of nights of the guest's stay, specify the deposit (for long-term guests, as much as possible) or rent, and determine the payment method.
6. Issue deposits/receipts, housing notices and room cards to guests, and finally remind guests of the precautions in the hotel.
7. According to the needs of the guests, in the computer system management or in the handover of shifts, understand the guests' do-its: morning call, do not disturb, check no such person, etc.
8. The front desk should check the room status with the floor at any time to avoid mistakes in the rental process.
3. Handle the procedures for guests to leave the hotel
1. 12:00 noon every day is the check-out time of the previous day (longer), if the tenant who needs to check out after 12:00 on the same day, and the person who does not check out before 18:00 will be charged half a day's rent according to the overtime, and if the guest does not check out after 18:00, the room rate will be charged for the whole day.
2. Half an hour before the check-out time, ask the tenant from the floor attendant or call (Hello Mr. / Miss X!This is the front desk, do you want to renew your stay today?? ?), whether you want to check out, pay attention to the classification of check-out guests and renewing guests.
3. Guests are required to take back the deposit slip (receipt) and room key card when checking out. And notify the attendant on the floor to check the room (whether the paid use of items, furniture configuration is missing or damaged), and according to the computer or work form records, check the rent, telephone bills or other service fees payable by the tenant in detail. And to the guest to list their consumption details, deduct the consumption expenses, and after receiving the floor inspection telephone notice (not using the paid use of items, furniture damage), the room deposit will be refunded. Advise guests to walk slowly and welcome to visit next time.
Caution:
(1) 11:00-13:00 noon on the same day is the peak period of rent and check-out, when there are more guests, the reception work should be busy but not chaotic: handle the first, ask the second, and then greet the third.
(2) When checking out, be sure to carefully check the guest's deposit slip and room number, and be sure to collect the room card from the guest:
(1) Each room is only equipped with one room card, so the tenant's housing information must be registered in detail
(2) If the guest loses the room card during the check-in process, the guest is responsible for the compensation of the room card.
(3) If the room card is lost due to the loss of the room card at the end of the front desk at the end of the check-out, the staff on duty to check out will be responsible for the compensation.
(4) Therefore, the morning, evening and night shift personnel should carefully check the room card and room status according to the housing rate on duty.
(3) When the guest is notified by phone to check out: for the guest who wants to extend the stay for a day, the guest should be notified by the way: when it is convenient to go to the front desk to pay the rent or deposit of the day.
(4) When the tenant checks out, after receiving the notice of check-out from the floor, according to the notice of the floor, the damage to the items and furniture used for a fee shall be charged according to the quotation table. If the tenant has the above consumption behavior, and the floor is not checked, this fee will be borne by the ward rounder. Otherwise, the front desk staff on duty is responsible.
Fourth, sort out the turnover of the shift
1. According to the check-out rate of the day, check the deposit slip or rent left in the house, and whether the check-out room card has been collected.
2. One to two hours before getting off work, sort out the rent income, telephone bills, paid goods expenses, furniture configuration damage fees and invoice taxes on the shift, and put back the equivalent amount of reserve money, and the remaining is the turnover of the day's shift.
3. Fill in the income and expenditure form, remarks, etc., and pay it to the finance. If the financial end is on duty, the income is fixed in the safe.
4. The turnover (rent or other income) of the remaining time is counted as the on-duty camp of the next shift staff, and the number of successors is counted.
5. Telephone forwarding service
1. Outside line answer: "Hello!XX Business Hotel Front Desk!I'm Li X, how can I help you?"
(1) If the call needs to be transferred to the guest room, the other party is required to provide the exact room number and the name of the tenant;
(2) If the call needs to be transferred to the office, ask the other party for your surname and what is important. Please wait a while, and when you keep the call, quickly call the office leader to ask if you have connected to XX's call, if not, inform the caller: Manager XX is not there, or is in a meeting.
(3) If the person you are looking for is not there, call back to the other party politely: XX phone is unanswered/or temporarily absent/or is in a meeting, do you need to leave a message to help you convey it? or leave contact information, XX will come back, and call you back.
2. Internal line answer: Hello! Front desk (switchboard), how can I help you? If the caller ID shows the exact room number, you should add the guest's last name before the honorific address "Mr./Miss/Mrs./Manager/Mr.".
3. The internal and external lines should be answered within 3 rings, if there are more than 3 rings, after picking up the phone, you should apologize to the other party: "Sorry!
4. Prepare paper and pen for recording at any time next to the telephone, so as to facilitate the recording of the caller to leave the message that needs to be conveyed, detailing: the messager, the message time, the message content, and the object that needs to be conveyed.
6. Precautions for dialing and calling
1. The body should not rely on a table, chair, wall, or sit on the back of a table or chair.
2. In the work, to make a long story short, do not make the work phone busy for a long time, so as not to affect the transmission of business information.
3. Don't chew anything in your mouth when you're on the phone, which is disrespectful to others.
4. Staff, during working hours, cannot use the company's communication equipment to make local or long-distance private calls.
5. At the end of the call, say some kind words: trouble, excuse me, thank you, goodbye. Wait for the other person to hang up before putting down the microphone.
7. Answer guests' questions and deal with guests' complaints, opinions and requirements
1. Listen to and handle guest complaints with a positive attitude.
2. Empathy, be able to change roles, and put yourself in the shoes of guests.
3. On the premise of not violating the rules and regulations, we will meet the needs of guests as much as possible.
4. Be tolerant and patient, no matter what the reason, do not argue with the guests, and give reason to the guests.
5. Try to maintain the self-esteem of the guests, even if it is the fault of the guests, try to "take the ladder" to let the guests off the stage.
6. Maintain the image and reputation of the hotel, and do not give up positions on matters of principle.
Always pay attention to the way you express your language:
(1) The expression should be natural and generous, not panicked, and not absent-minded.
(2) The tone should be soft, the voice should not be too loud, and the tone of discussion or inquiry should be used to talk to the guests.
(3) When discussing with guests, do not move too much, do not dance with your hands, let alone point at people, and do not cross your hands on your chest.
7. Any suggestions and complaints of the guests should be given a clear and reasonable explanation or explanation. If the situation is serious, it should be reported to the superior immediately.
8. Thank you for your reasonable suggestions, criticisms and complaints, and explain to your guests that we will adopt them when the department is ripe.