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First, the hotel lobby is the first contact point for guests to enter the hotel. In modern hotels, the front office is often regarded as the core department of the whole hotel, which requires higher requirements than other departments in front office setting, staff quality and management means. Therefore, the front office management has become an important part of hotel management.

1. the concept of the hotel lobby, also known as the front desk, or the front desk, front desk, etc. It is usually a comprehensive service department located in the lobby of a hotel, which is responsible for promoting hotel products and services, organizing reception work and business scheduling. The front office is comprehensive, comprehensive and coordinated in hotel management, and it is the nerve center of the hotel. The front office of the hotel is mainly responsible for guest reservation, registration, room status control, settlement and audit of guest accounts and comprehensive business management of the front office. The work of the front office mainly involves the business activities of the foreign affairs department of the hotel.

the foreign affairs department of a hotel is usually a term with a broader meaning than the front office. It includes hotel appearance, lobby, lobby, guest rooms, public areas, entertainment and fitness places, restaurants and bars, business centers and shops. Corresponding to the foreign affairs department, it is the hotel's internal affairs department, which refers to those hotel departments that are not in direct contact with guests, such as finance department, human resources department, engineering maintenance department, warehouse, laundry room and data processing center. The Ministry of Internal Affairs and the Ministry of Foreign Affairs divide the hotel into two parts, namely, the first-line and second-line or business operation and management functional departments. Therefore, the hotel foreign affairs department is different from the front desk, and it is a term including the front desk.

2. The tasks of the front office specifically, the front office has the following seven main tasks:

(1) The primary task of the front office is to sell guest rooms. At present, there are a considerable number of hotels in China, and the front office accounts for more than 5% of the total profits of the whole hotel. The number of rooms promoted by the front office and the price reached not only directly affect the hotel's room income, but also the number of people staying in the hotel and the level of consumption, and indirectly affect the income of hotel restaurants, bars and so on.

(2) Correct display of room conditions The front office department must correctly display the conditions of each room at any time-rooms occupied, rooms taken, rooms to be cleaned, houses to be sold, etc., so as to provide a reliable basis for the sales and distribution of rooms.

(3) Providing related services The front office department must provide high-quality services such as reservation, registration, mail, inquiry, telephone, message, luggage, agency, room change, keys and check-out.

(4) sorting and saving business data. the front office should keep the most complete and accurate data at any time, and record, count, analyze, predict, sort out and archive all the data.

(5) coordinate the front office of guest service to issue various business instructions to relevant departments, then coordinate with all departments to solve new problems encountered in the process of executing instructions, and contact all departments to provide quality services for guests.

(6) establishing a guest account is to record and monitor the financial relationship between the guest and the hotel, so as to ensure that the hotel can get business income in time and accurately. The guest's bill can be established when booking a room (recorded as a deposit or advance payment) or when checking in.

(7) establishing guest history files most hotels establish guest history files for sporadic individual guests who have stayed in the hotel for more than one time. A guest history file arranged in alphabetical order by guest name, recording relevant contents.

3. The position and function of the front office

(1) The front office is the center of the hotel's business activities, and the guest room is the most important product of the hotel. The front office drives the business activities of other departments of the hotel through the sales of rooms. 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 information such as customers, customers' situation, customers' needs and complaints in time, and coordinate the hotel's customer service to ensure the efficiency and quality of service. At the same time, the front office is the center of serving the guests from beginning to end, and it is the link between the guests and the hotel. The front office staff serve the guests from the reservation and check-in before arrival to the checkout, and establish the guest history file, which runs through the whole process of the transaction between the guests and the hotel.

(2) The front office is the representative of the hotel management organization. The front office is the nerve center of the hotel, and it is the representative of the hotel management organization in the eyes of guests. Guests check in and check out in the lobby. When they encounter difficulties, they seek help to find the lobby. When they are dissatisfied, they also find the lobby. The speech and behavior 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 to the guests with skillful skills, or properly handle their complaints and help them solve difficult problems seriously and effectively, then he will feel at ease and satisfied with other services of the hotel. On the contrary, guests will be dissatisfied with everything.

(3) 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 about 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 advice 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 the hotel management.

Value-added service and detailed service of the front office of the hotel

1. If the guest can't answer the questions asked by the front desk in time, please write down the room number first, then immediately help with the inquiry, and inform the guest of the inquiry results afterwards.

2. In the peak season, many guests with reservations can't enter the room in time, especially those who enter the store in the morning may not clean their rooms properly. In this case, they can be given a card (or together with the room card) to rest and wait in the bar, and the hotel will provide free drinks or cocktails.

3. For some elderly or visually impaired guests, the room keeper can fill in the registration form on their behalf when CHECK-IN-in. After careful and careful verification, please ask the guests to sign: for some guests with mobility difficulties, the room keeper can send them into the room to register.

4. when CHECK-IN-in, pay attention to the date of birth of the guest. If the guest is born, inform the lobby (if the guest room is a regular room, the housekeeping department, the catering department and the sales department should also be informed), and the lobby or together with the sales department will send a birthday present on behalf of the hotel.

5. take the initiative to stick stamps on behalf of the guests.

6. provide all kinds of inquiry and information transmission services for guests who can't stay in the store.

7. if the guest has difficulties or something, he can help the guest to confirm the ticket or book a room in another place by long-distance telephone.

8. help the guests to contact other hotels when they are full or can't accept our room rate.

9. remember the names, hobbies and room numbers of permanent guests and elderly guests, and provide services proactively and timely.

1. In rainy and snowy days, the usher prepares an umbrella to shelter the guests who may get caught in the rain when opening the door for them.

11. Provide plastic bags for guests to put their umbrellas in rainy and snowy days.

12. Make a long-distance call on behalf of the guest and tell the guest the call result.

13. provide in-house and non-in-house guests with search and simple reading services.

15. Answer anyone's inquiries about local telephone numbers, fax numbers, telex numbers and local conditions.

16. provide the local TV program newspaper to the private rooms in the city and subscribe to other newspapers in the city.

17. establish XF as a no-smoking floor.

18. Provide a complete set of commemorative stamps.

19. Pay attention to the guest's body language and provide the service before the guest's request.

Front desk service

As the window of the hotel, the front desk is the first impression the hotel gives the guests. We keep our best image, smile and be full of energy, and greet the guests with our most beautiful side, so that every guest will experience our sincerity, enthusiasm and truly feel at home when entering the hotel.

one-stop service. We should be familiar with the basic situation of the hotel, not only the guest room type and its characteristics, but also the operation process, so as to provide services such as check-in, check-out and guest inquiry for the guests quickly and accurately, as well as the basic knowledge and the latest preferential activities of various business departments of the hotel. In order to provide customers with faster service.

pay attention to guest preferences. When guests enter the hotel, we should take the initiative to say hello. When addressing guests, it is very important to accurately state their names and positions if they are regular customers, and guests will feel respected and valued for this. We also need to collect information about the guests' living habits and personal preferences, and try our best to satisfy the guests, so that they can feel unexpected surprises every time they stay in the hotel.

intimate sales. Ask the guests what they need to help. When they need housing, they should listen carefully to the guests' requirements first, and make recommendations by observing and listening to the room types and house prices needed by the guests, so as to make them satisfied. When describing the situation of our hotel to the guests, we should pay attention to introducing the characteristics and advantages of the hotel, so that the guests can have a certain understanding of the hotel, and if necessary, let the guests visit the room first. For guests with different personalities, we can take different measures, such as: introverted and hesitant guests, we can help them make decisions, make more suggestions, and have a soft tone. For outgoing guests with independent opinions, we should talk to them in a relaxed and pleasant way, which may make it easier for us to achieve sales success.

personalized service. When the guests go through the formalities, we can care more about the guests and ask them more questions. If they are foreign guests, we can explain the local customs to them, take the initiative to introduce them to the locations of stations, shopping malls and scenic spots, ask the guests whether they are tired, and do the formalities quickly. When the guests check out, they need to wait for a few minutes for room rounds. At this time, don't let the guests stand, ask them to sit down and wait, and take the initiative to ask them how they are staying or what they think about the hotel, so as not to make them feel.

further communication can make the guests feel more warm, and it can also eliminate all kinds of unhappiness encountered by the guests in the hotel.

Smile service, in the process of communicating with guests, we should pay attention to courtesy. When talking with guests, it is impolite to bow our heads and stare at them all the time. We should keep exchanging eyes with guests at intervals. Listen to the guest's opinions more, don't interrupt the guest's speech, and nod your head constantly during listening to show your respect for the guest. Smile when facing the guests, especially when the guests criticize us. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, treat guests with a greeting when they come, a delivery when they leave, and an apology when they are in trouble. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, you should have some patience to explain it to him. As long as we keep smiling, we will get unexpected results.

the cleaning work in the front hall requires the implementation of standards

1. Set up complete building cleaning (environmental cleaning, toilet cleaning, public area cleaning, etc.) posts, and always keep posts, people and services within the specified time.

2. Employees who take up their posts must be dignified, neat, smiling and courteous.

3. Clean the lobby, toilets and public areas regularly by setting posts and personnel, with standardized service and perfect procedures.

Quality requirements for each cleaning part:

1. Floor

(1) After cleaning, waxing, polishing and comprehensive cleaning, marble, granite, PVC and wooden floors shall be smooth, bright and free of stains.

(2) After cleaning and comprehensive cleaning, the surfaces of cement floors, floor tiles and floors shall be clean and free from stains, and the true colors of materials shall be maintained.

(3) There are no stains on the surfaces of carpets and floors after cleaning. Daily cleaning should be done once a day, and small-scale stains should be removed in time to maintain their cleanliness.

2. Walls

(1) After cleaning, waxing and hand-polishing, marble and granite walls keep their surfaces smooth and free from roughness.

(2) The wall surface composed of tiles, wallpaper, latex paint, mirror surface and metal materials shall be kept free of stains and dust (excluding stains caused by material damage).

3. ceiling, ceiling, glass, metal, elevator, wooden equipment, etc.

(1) top facilities such as tuyeres, signs, horns, dome lights and exposed pipes shall be kept free of stains and dust.

(2) After the glass is cleaned, keep it bright at all times, without watermarks, handprints and other stains.

(3) Stainless steel mirrors, steel decorations, rough surfaces and stainless surfaces are kept as bright as new, as shown in their true colors.

(4) the escalator steps are free of dust and stains; The glass on both sides is bright, without watermarks, fingerprints and other stains; The baffle is bright and free of stains and dust accumulation; The stainless steel of escalator is bright, without watermark, handprint and stain; Rubber rolling belt is free of dust and stains.

(5) The elevator doors and internal stainless steel of the passenger elevator and service elevator shall be bright, without fingerprints and stains; There is no stain or dust on the door track; Carpet without stain; The mirror surface is bright and clean, and there is no stain.

(6) The surface of wooden equipment shall be free of dust, scratches and stains.

4. Guest toilet

(1) The mirror surface is bright and free of dust, and there is no water mark or hand sanitizer drops on the countertop of the dressing table.

(2) The surfaces of doors and guard plates shall be free from dust, scratches and stains.

(3) The stainless steel is bright.

(4) The hand dryer and urinal should be clean and free of dust, and special attention should be paid to wiping the back of the hand dryer.

(5) The toilet should be unblocked, and there should be no foreign matter, stool stains, scale and peculiar smell. Attention should be paid to the water outlet without scale.

(6) There is no urine alkali, cigarette butts, phlegm and other foreign bodies in the urinal, so replace the odor-avoiding ball in time.

(7) The wall and the ground are bright, especially the urine on the ground near the urinal should be wiped.

(8) There is no dust on the door shaft, door closer and door vent.

(9) Clean the dirt in the garbage can regularly, and the surface of the garbage can is free of stains and water marks.

(1) The faucet is bright, and there is no water mark or watermark.

(11) The articles provided to the guests should be arranged neatly, and the cleaning tools should not be exposed to the sight of the guests.

6. Establish guest files.

7. Provide all kinds of front office services.

Workflow of front desk receptionist

1. Workflow of reception post

(1) Check and adjust your gfd five minutes before going to work, and hand over the work with the previous staff.

(2) check the completion of all work, especially whether all kinds of statements are complete, and then send a waiter to copy them and distribute them to relevant departments.

(3) The staff in charge of room allocation pre-allocates rooms for guests with special requirements, group guests and important guests of the day according to the type and quantity of hotel vacancies and the reservation requirements of guests.