Reception desk staff rules

1. Manners

1. Employees in this department mainly provide standing services. Employees on the overnight shift can sit down after one o'clock in the morning. However, if there is a customer who needs us, we will immediately stand up and serve the customer attentively.

2. The correct standing posture is to naturally place your feet shoulder-width apart, keep your head upright, shoulders level, look straight ahead, keep your chest and abdomen up, and do not stagger around or forward in the business area. Lean back, do not stretch your waist or hunch your back at night.

2. Appearance

1. The body, face and hands must be clean.

2. Do not eat food with strong smell before going to work.

3. Hair should be washed frequently, tidy, and free of dandruff.

4. Female employees are required to wear makeup when working, but they are not allowed to wear heavy makeup.

5. No decorations (except wedding rings) are allowed, no long nails are allowed, and no nail polish is allowed.

6. Work number plate must be worn correctly.

7. Personal belongings, such as medals, pens and papers, etc., must not be exposed on the uniform coat, sleeves, and collar.

3. Expression

1. Smiling is the minimum expression you should have.

2. When facing guests, you should be enthusiastic, cordial, truthful, and friendly. When necessary, you should have a sympathetic expression, be energetic, full of emotions, and neither humble nor arrogant.

3. When talking to guests, pay attention to looking at each other and respond accordingly from time to time.

4. Hands are not allowed to be akimbo, crossed in front of the chest, inserted into clothes or pants, or left randomly. You are not allowed to scratch your head, scratch itches, pick your ears, or pick your nostrils within the business scope. You are not allowed to knock on the table, knock, or Play with other things.

5. Walk quickly, but do not run. Two people should walk side by side without crossing arms. When meeting guests, they should keep to the left, if necessary.

6. When asking a guest to give way, you should let the guest go first and do not pass between two people. If you ask the guest to give way, you must say sorry and do not act recklessly or be vulgar or rude.

7. Wearing uniforms within the business area, humming, whistling, or shaking feet is not allowed.

8. Do not arrange personal clothing in public.

9. Do not carry anything under your arm.

10. Don’t look at your watch often in front of guests.

11. When coughing or sneezing, turn back and say sorry.

12. You are not allowed to talk or laugh, speak loudly, shout, throw or touch objects, or make unnecessary noise.

13. Do not use your fingers or pen to point at guests or give directions to guests.

14. Pay attention to self-control and pay attention to your words and deeds at all times.

15. When guests are talking to you, they should pay full attention and listen attentively. They should not look around or be absent-minded.

16. When serving guests, do not show boredom, indifference, anger, stiffness, tension, or fear. Do not act coy, make faces, stick out your tongue, or blink.

17. When employees are on the phone or talking to guests during service work, if a guest approaches, they should immediately signal to indicate that they have noticed his arrival. They should not wait for the guest to speak first.

18. Do not use foul language if there are customers around when you are on the phone, let alone argue loudly with others on the phone.

4. Speech and behavior

1. The tone of voice should be natural, clear, soft, and friendly. Don’t be pretentious. The volume should not be too high or too low, so as not to be unclear to the guests.

2. In conversations between three or more people, they should use language that both parties understand and do not make excessive jokes.

3. Pay attention to the art of speaking, use more honorifics, and pay attention to the words "please" and "thank you".

4. Do not use any excuse to contradict or ridicule. Sarcastic guest.

5. Pay attention to addressing guests by their surname. Before unknown surnames, address them as "Mr." or "Ms."

6. When referring to a third party, you should not say "he" or "she" but "that gentleman" or "that lady".

7. Say thank you when taking any object from the guest.

8. When a guest says "thank you", respond with "you're welcome" and don't give any reaction.

9. When seeing guests, take the initiative to say hello and say hello.

10. Do not say "hello" or "don't know" at any time.

11. Be sure to say "Please wait" when leaving the guest you are facing. If you leave for a long time, you should say "I'm sorry for keeping you waiting" when you come back. You cannot start the service without saying a word.

5. Telephone

All incoming calls must be answered within three rings.

1. When you answer the phone, say hello first, report your work unit, and say "How can I help you?"

2. Pay attention to your posture when answering the phone. When talking to others, use your other hand to cover the receiver, take notes if necessary, and finally repeat it to the other person.

3. Guests must be asked to hang up the phone first before hanging up. Do not throw the handset forcefully at any time.

4. Do not talk loudly on personal phone calls in front of guests. If you encounter a guest, you should immediately end the personal phone call and serve the customer.

VI. Others

1. Unless necessary for work or with the consent of the manager, you are not allowed to bring or accompany people into the guest room area.

2. Meal time at work must be arranged by the supervisor.

Job Responsibilities and Work Process

1. Reception Manager

Job Responsibilities

Be fully responsible for the daily work of the reception and supervise the reception Provide customers with high-quality and efficient reception services.

Work content:

1. Participate in regular work meetings of the Housekeeping Department and the Front Desk Department, and complete uploads and releases.

2. Arrange the daily work of the reception desk to ensure the normal operation of all links and provide customers with high-quality and efficient front desk reception services.

3. Supervise the daily work of the reception desk to ensure the normal operation of all links and provide customers with high-quality and efficient front desk reception services.

4. Handle complaints from guests regarding the reception.

5. Coordinate, communicate and work closely with other departments.

6. Organize regular training for subordinates to improve employee quality.

7. Complete other tasks assigned by superiors.

2. Reception Foreman

Job Responsibilities

1. Assist the reception manager to manage the daily work of the reception and be responsible for the quality of the reception service provided by employees. .

2. Do a good job in the ideological work of subordinates, mobilize the enthusiasm of employees, and complete various work tasks and targets with high efficiency and high quality.

3. Check the appearance, service quality, work progress and discipline implementation of subordinates.

4. Help subordinates solve problems encountered at work.

5. Care for subordinates, unite and forge ahead, and coordinate and communicate well with employees.

6. Check the maintenance and use of essential supplies and equipment at the reception desk, make timely replenishments and apply for repairs.

7. Responsible for the inspection and modification of various housing prices.

8. Do a good job of scanning and reporting guests.

Work flow

Morning shift

1. Check the printing and binding status of the report of the previous day.

2. Check the receptionist’s appearance and office hygiene.

3. Be familiar with the shift content and sign.

4. Check the expected arrival list and available room types, and communicate with the reservation department on the day’s room sales strategy.

5. Check whether there are meetings, groups and VIPs staying or booking, and write down the day's work priorities on the small blackboard.

6. Hold a morning meeting with reception staff, assign work tasks, and introduce work priorities and work content.

7. Write down the work content of the day in the reception desk work log, check the "Reception and Cashier Office Communication Book" and "Scan Registration Book", and submit these three books to the superior for review.

8. Pay attention to various reports or expected arrival schedules at any time, and accurately pass the information to the receptionist.

9. If there is a VIP reservation, after the reservation department arranges the room, prepare the VIP room card, RC, envelope, and KEY, and notify AM that the preparations are ready.

10. Arrange staffing and check-out at 1:00PM, prepare keys for the arriving group, report the results to the director within a time limit, and check the results of check-out and check-out at the same time.

11. At 3:30PM, notify AM, HOUSEKEEPING and cashier to hold a communication meeting.

12. 4:00 Communicate with the night shift foreman and carry out shift handover.

13. Organize staff meetings before and after work to explain the day’s work priorities and work content.

14. If the shift has been handed over and the orders have been completed, employees can be arranged to get off work.

Middle shift

1. Handover the shift with the morning shift foreman, record unscheduled matters, and make them known to everyone in the pre- and post-shift meetings.

2. Extension will be made at 6:30pm and a "manager duty room" will be arranged.

3. Check the input status of the list of groups that have arrived.

4. Print the household registration report at 9:30 and submit the household registration report.

5. Check the room rates and handover books at 10:00PM, and resolve erroneous room rates and unimplemented handovers in a timely manner.

6. At 10:30PM, communicate with the switchboard about the group M/C, and hand over the unimplemented M/C time.

7. At 11:00PM, register all remaining RCs and submit them to the cashier for signature.

8. Communicate with the cashier at 11:30PM and handle any problems in a timely manner.

9. Inform each receptionist to check the bill and check whether there are any RC and credit cards left inside or outside the COUNTER.

Another: If there is a large-scale meeting to check in the next day, staff must be arranged to check the backup KEY and prepare the key in advance if necessary.

The above work is the daily routine of the class teacher. In addition, the class teacher should also deal with problems that occur at any time in a timely manner. For example: guest complaints or special requests from guests, etc. For scanning work, the class teacher will check at any time to ensure a 100% reporting rate.

3. Receptionist

Job Responsibilities

1. Obey the work arrangements of the reception manager and director.

2. Abnormal and special matters must be reported to superiors.

3. Accept any work assigned by your boss at any time.

4. Collect and archive guest information, and verify relevant information.

5. Receive guests, promptly handle the difficulties and requests that guests encounter in the hotel, and provide necessary assistance with corresponding services.

6. Provide inquiry services, but remember not to disclose guest information to others casually.

7. Print various business reports.

8. Pay attention to various promotional activities in the hotel.

9. Promote guest rooms and hotel facilities and services.

10. Participate in regular receptionist meetings, resolve problems in a timely manner, and develop a sense of ownership and responsibility.

Work flow

Morning shift

1. According to hotel regulations, check your appearance, be energetic, and arrive at your job on time.

2. Sign the shift handover book, check keys (including storage keys) according to work requirements, take over with the staff of the previous shift, and understand which tasks need help from this shift, as well as the room reservation status of the day, especially Be a VIP guest (including live-in and pre-arrival).

3. The staff at the counter first tidy up the countertop and replenish necessary supplies such as check-in cards and room cards.

4. Handle CHECKIN procedures for individual travelers and groups.

5. Print an OC form and check out after 12:00 AM.

6. Assist the reservation department to accept guests and handle personal reservation matters as long as the room availability allows, fill in the reservation form and submit it to the reservation department for input into the computer.

7. To apply for a discount or transfer a room, fill in the discount form or room transfer form and submit it to the cashier, and then modify the computer information. For rooms that are late after the check-out time, you must fill in a miscellaneous fee receipt and submit it to the cashier. Charge extra rent.

8. During the shift, unfinished work or special matters should be written down in the shift handover notebook.

9. Check the keys and hand over the shift with the replacement staff.

Middle class

1. Same as the first point of the morning class.

2. Same as the second point in the morning shift.

3. Assist with the guest's CHECKOUT procedures, fill in the miscellaneous receipts to the cashier to add rent when necessary, and strictly implement the late check-out surcharge system.

4. Handle CHECKOUT procedures for individual guests and groups, strictly implement the check-in system with valid certificates, carefully check the guest's registration information, and do a good job in reporting the household registration.

5. Print the "Hukou Declaration Form" to report your household registration.

6. The 6th item is the same as the 8th item in the morning shift.

7. NOSHOWCHARGE

8. Item 8 is the same as item 9 for the morning shift

Overnight shift

1. Item 1. 2 o'clock is the same as the morning shift.

2. Receive night guests and deal with problems that occur at night. Remember, if there is an emergency, you must notify the deputy lobby manager as soon as possible.

The deputy lobby manager will deal with it.

3. Check before the daily cut-off, print the "Rent Analysis Statistics Table" and check the report, and notify the night check for the daily cut-off.

4. Print and prepare business reports according to the specified time, organize and distribute them and bind them.

5. Same as 8 in the morning shift.

6. Sign for the keys of each department.

7. Print the remaining reports according to the specified time.

8. Clean the environment.

9. Same as No. 9 in the morning shift.

I excerpted it from the booklet I give employees on standards. If you feel it is incomplete, you can send me a message! !