The front desk of a hotel is the face of the hotel, so as a hotel front desk staff, do you need to pay attention to any etiquette? Below is the hotel front desk etiquette I compiled for you. I hope it can help you!

Courtesy and Etiquette at the Hotel Front Desk

1. Work in an orderly manner

The reception at the front desk is the first and last service link for guests, and the work must be orderly. , pay attention to efficiency, do the processing first, ask the second person, and then greet the third guest, and say: Sorry, please wait. ?If there are many people when registering, you must stay calm and orderly when checking in, explain well, improve efficiency, and increase the number of people if necessary to avoid making guests wait too long

2. Be kind and kind

When receiving guests, you should be kind, speak softly, look at the guests, and speak clearly.

3. Warm and fast

The reception work of many hotel front desk staff is very busy and changeable, and the guests who come to the front desk are of all kinds and have different needs. Therefore, the front desk receptionist must always maintain enthusiasm, hospitality, elegance and courtesy, which will help influence and determine the length of time the guests stay and stay in the hotel. If the front desk staff is cold or rude to guests, it will alienate guests and prompt them to become dissatisfied or leave the hotel early.

4. Good posture

Front desk staff usually stand to serve and cannot sit down until after one o'clock in the morning. If guests come, they must stand, have good posture, do not smoke, and do not sit down. Lose your composure and stagger around.

5. Concentration

When working, you must concentrate on your work without making any mistakes. The name of the guest must be clear. It is a discourteous behavior to mix up or mispronounce the guest's name. You cannot answer the phone while serving the guest. On the job, you can't just talk to a familiar guest for too long. Don't do several things at the same time to avoid making mistakes due to lack of concentration.

6. Learn to observe

People come and go in the hotel. Celebrities, entertainment activists, and politicians are all frequent guests of the hotel. The staff at the front desk must learn to observe. Record the guest's personal information for future reference

7. Treat guests equally

Treat guests equally. Treat important guests or regular customers in a subtle and subtle manner to make them feel special. Different, there is a sense of superiority, and a sense of being valued and respected. In fact, every guest hopes and expects to receive a private or individual reception.

8. Fulfill all commitments

To fulfill all commitments to guests, if something cannot be done, tell the truth directly and sincerely, saying that there is nothing you can do, and it is best to introduce it. The guests go elsewhere that can meet the guest's requirements.

9. Handle guest complaints well

When receiving complaints from guests who have just checked in, they must be handled in a timely manner. For example, if a guest complains about a certain service or equipment maintenance problem, first apologize, then thank the guest for reporting the matter and say that these problems will be reported and corrected. The specific method is: the report is recorded in the complaint book or reported to the manager so that the hotel can take necessary actions to correct the problem and prevent such problems from happening again. If the guest is still dissatisfied with the hotel or equipment maintenance, ask for help from your superior to avoid leaving the guest dissatisfied.

10. Adapt to changing circumstances

At the general service desk, employees should adapt to changing circumstances and be good at handling things. When guests stay in hotels, unexpected things often happen, such as sudden illness or even death at night, or being unable to book air tickets. They will turn to the front desk staff for help. Therefore, front office employees must have the ability to respond to emergencies, be prepared to deal with various accidents at any time, make full use of their wisdom, handle them appropriately, and be calm in the face of chaos, calm in the face of danger, and handle things well.

Polite phrases at the hotel front desk

Polite phrases for meeting: (greeting guests)

Hello, welcome! Morning? Morning? Afternoon? Good evening!

Reservation courtesy Language: (room reservation)

Mr./Ms., what day will you book the room for and how many days do you plan to stay?

Ms./Ms., we have a warm apartment with private rooms and smart entertainment. Apartments, executive apartments and deluxe apartments, what type of rooms do you need? How many rooms do you need?

Sir/Ms., for business/conference group/tour group guests like you, we have There is a ******** room. The discounted price of the room is *** yuan, excluding breakfast. (Introduce the room situation)

Sir/Ms., do you have any special requirements for the room?

Sir/Ms., could you please leave your contact number, fax and email address?

Sir/Ms., could you please tell us your arrival time? So that we can update you Good service for you!

Mr./Ms., you have booked the ********** room. Is there anything else you need to change?

Mr./Ms. , the hotel is located at No. 16, Changfeng West Street, Wanbolin District, Taiyuan City. You have booked room ****. Since hotel registration requires one room and one certificate, for the convenience of you and your friends, please bring your identity with them. Certificate, are you checking in? The team needs to pay a deposit of *** yuan before checking in. Please pay a deposit of *** yuan before *** day so that we can prepare the room you need after receiving your deposit. Our company's financial account number is ******, maybe you can send the deposit directly to our hotel. I am ******, a staff member at the front desk of the hotel. If you have any changes, please contact us in time.

Reception polite language (check-in) (call the guest by his or her last name)

Hello, Mr./Ms., please come this way!

Mr. / Hello, Miss, please wait a moment, we will handle it for you immediately!

Hello, Sir / Miss, do you have a reservation?

Hello, Sir / Miss! You have booked a superior single room on the 8th floor through Mango.com/*** company. The price is *** yuan, right?

Hello, Mr./Ms.! The room you booked is on the 8th floor. The price for a superior single room is *** yuan, right?

Sir/Ms., our hotel has specially launched a business room for business guests like you. The room is relatively quiet, elegant and elegant. With computers and Internet access, this kind of room is not only suitable for your noble status, but also convenient for your work, and the price is cost-effective. What do you think?

Sir/Ms., could you please show your ID card to register for you?

Sir/Ms., have you registered at our hotel before? < /p>

Mr./Ms., please sign the document here for confirmation. Thank you! (Submit the document)

Sales polite language (upgrade sales)

Mr./ Miss, you are not our member yet. In order to facilitate your next stay, would you like to apply for a membership card for you now?

Polite language for accepting prepayment (the cashier will use the guest's name) Address the guest by surname)

Mr./Ms., you need to pay a deposit of *** yuan for the room card. How do you pay, by credit card or cash?

Mr./Ms., one ***We will charge you a deposit of *** yuan.

Mr/Ms., *** will make a pre-authorization of *** yuan for you.

Sir/Ms., please sign and confirm the receipt here, thank you! (Submit the receipt)

Sir/Ms., this is your room card and deposit slip, please Please keep it. When you leave the hotel, please bring your room card and deposit slip to go through the check-out procedures. (Submit your room card and deposit slip)

Sir/Ms., is there anything else I can do for you? If you need us, please call our main desk number? 5? 2 ?.

Sir/Ms., your room is on the *** floor. You need to walk left/right after getting out of the elevator. If you have valuables, please keep them safe.

Polite phrases for checking out (calling guests by their last name)

Hello, Mr./Ms., please wait a moment, we will handle it for you right away!

Mr./Ms., are you checking out? Have you put your luggage away? I will notify you of the ward rounds immediately, please wait!

Mr./Ms., I will check with you the following, your room Spent ***

Mr./Ms., your total room fee this time is *** yuan, of which rent is *** yuan and other expenses are *** yuan. Please check it here Sign the receipt for confirmation, thank you! (Submit the receipt)

Sir/Ms., this is your first time staying in our hotel. Are you satisfied with the room in our hotel?

Sir/Ms., when will you come to Changsha next time, do you need us to book a room for you in advance? This is the address of our hotel, please keep it! (Send the hotel's business card)

Sir / Miss, are you satisfied with our service? Are there any areas that need improvement to facilitate your next stay?

Mr./Ms., thank you for your attention and valuable opinions to us

Polite words to welcome guests

Welcome to visit again! Goodbye!

< p> I wish you a safe journey! Goodbye! (Don't tell me when you know that the guest needs to fly? I wish you a safe journey?)

Goodbye! Goodbye! (When you know that the guest is in a hurry , must not say? Walk slowly?)

Polite language for the switchboard

Hello! Zhongyang Hotel! (External line)

Hello! Front desk! (Internal line)

Sir/Ms., what is the name of the guest you are looking for and which room he is staying in?

Sir/Ms., okay, please wait a moment and I will check it for you.

Sir/Ms., okay, I will transfer you to *** room immediately

Sir/Ms., I’m sorry, no one is answering the phone in the room. Do you need to leave a message?

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Wake-up polite language (call the guest by his last name)

Mr./Ms., your room number is ***, you need to wake up twice at *** o'clock tomorrow morning , right?

Sir/Ms., did you just receive the wake-up call from *** point? Today’s weather is cloudy/sunny/***, I wish you a happy day! (If It is a rainy day, guests need to be reminded to bring umbrellas) (If the weather is cold and the temperature is low, guests need to be reminded to keep warm and cold) (If the sun is very strong outdoors, female guests should be reminded to pay attention to sun protection)

Mr./Ms. , this is your second wake-up call, today’s weather is cloudy/sunny/***, I wish you a happy day!

Message polite words

Sir/Miss, Please rest assured that we will definitely send your message to *** guest's room/convey it to *** guest as soon as possible.

Sir/Ms., is there anything else you need us to do for you?