Reception etiquette at the general service desk

1. Efficient and orderly work:

The main service desk is a link in receiving guests and the last service link. Orderliness pays attention to efficiency, and when there are many guests, you should be drunk to check in the first guest, ask the second guest, 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, and increase the number of people at the front desk if necessary to improve efficiency to avoid making guests wait too long.

2. Amicable attitude: The attitude when receiving guests should be kind, soft-spoken, looking at the guests, and speaking clearly.

3. The service is enthusiastic and fast:

Service at the front desk The work is busy and the guests are diverse, so the front desk staff must be enthusiastic, fast, hospitable, polite and courteous. This will help influence and determine the length of time the guests stay in the hotel, such as the front desk staff. Being cold or rude to guests will alienate them and even prompt them to be dissatisfied or leave early.

4. Good manners and posture:

Most front desk services are standing service, and at one o'clock in the morning You can sit down only after that. If guests come, you have to stand again. Therefore, your posture should be good, not losing your composure, and not swaying.

5. The spirit must be concentrated:

When working, you must concentrate on it and make no mistakes. The names of the guests must be clear and you cannot answer the phone while serving. If the guests talk for too long, don’t handle several things at the same time. You may make mistakes if you are not focused.

6. Learn to observe the guests:

There are people coming and going in the hotel, and the reception at the front desk Staff members must learn to observe (regular customers) and record the personal information of guests for future reference.

7. Treat guests equally:

Treat guests equally, and do not disclose important guests or regular customers. Taking care of him skillfully makes him feel special and has a sense of superiority, that is, the feeling of being valued and respected. In fact, every guest hopes and expects to be treated in a private or can be said to be A kind of individual and unique reception.

8. Work hard to fulfill all promises:

To fulfill all promises to guests, tell the truth directly and sincerely about things that cannot be done, and express yourself I have tried my best but can't solve it. At the same time, it is best to introduce the guest to other places that can meet the guest's requirements.

9. Handle guest complaints well:

For some newly arrived guests Guest complaints must be handled in a timely manner. For example, when there are certain service or equipment maintenance problems, you must first apologize, then thank the guest for reporting the matter and indicate that these problems will be immediately reported to the relevant departments for correction. The specific method is as follows; the superior's form is recorded in The hotel can take necessary actions to correct the problem and prevent such problems from happening again. If the guest is still not satisfied with the maintenance of the equipment in the store, he should ask the superior for help to avoid leaving the guest dissatisfied.

10. Calm, alert, and adaptable:

The receptionist at the front desk should be adaptable and good at handling things. When guests live in the store, unexpected things often happen, such as sudden illness. If they can't book a ticket, etc., they will turn to the receptionist at the front desk for help. Therefore, front desk staff must have the ability to respond to various emergencies, make full use of their wisdom, handle them appropriately, and be calm in the face of chaos and danger. Surprisingly, there is a way to do things.

Two: Etiquette at the front desk

The work at the front desk is extremely complicated, but it can be simplified into seven basic processes: 1. Reservation, 2. Check-in , 3. Room status, 4. Guest account, 5. Check-out, 6. Checkout, 7. Guest file. Each process corresponds to a specific link in the guest cycle process.

(1) Booking Etiquette

* Clarify the nature of the guests: booking groups, booking individual guests, sporadic individual guests. For booking guests, we can allocate rooms, price and prepare rooms for the guests. Registration form

* Enthusiasm of reservation staff: The civility and politeness with which reservation staff perform their job duties helps to form a good first impression of the hotel for guests

* Reservation Staff quotation requirements: A serious quotation is also a sign of respect for the guests. First, the reasonable rate must be explained; secondly, the additional fees for some additional services or pleasant environment must be explained; thirdly, verify whether the hotel has a minimum stay time requirement and whether this will affect The guest's time; the fourth verification is to verify whether the hotel has any special sales advertising activities that affect the guest's stay time; the fifth is to explain the reasonable foreign exchange rate comparison

* Accept or reject the reservation: fill in the reservation registration form , the reservation clerk can accept the guest's reservation and compare it with the reservation requirements and the room availability on the day of arrival. If the reservation is refused, treat the guest with kindness, regret and understanding. First, call the guest by his last name, and then explain the reason for the room reservation. If it is full and cannot be arranged, strive for the guest's understanding. After the guest expresses his understanding, the next step should be to suggest the guest to make changes according to different situations, such as room type, date, number of rooms, etc.

* Confirm reservation: accept reservation It must be confirmed first, and the guest's reservation requirements must be clarified first. The second is to reach an agreement between the hotel and the guest

* Modify the reservation: For changes in the reservation content such as arrival and departure time, number of rooms, number of people, guests, names and cancellation of the reservation, each modification must be Fill out the change form and keep it correct.

* Cancellation: You must be particularly careful when handling cancellations, because if the account is miscalculated to a guest who has canceled the reservation, the hotel will be in a passive position and the guest will be dissatisfied

* Common mistakes in booking: 1. Recording errors: including incorrect arrival or departure dates, misspelling the guest's first and last name, or inverting the name, which is a big mistake. When encountering this situation when entering the palace, you should immediately and sincerely apologize 2. One-time record: After obtaining some information records from the guest's reservation order, the pre-printer should repeat it to the guest to avoid mistakes 3. Forgetting to archive 4. Not using professional terms: due to Some errors caused by misunderstandings of describing various types of guest rooms, service terminology, and industry slang

(2) Check-out etiquette

* Be gentle and courteous: When a guest When checking out, you should be gentle and courteous, not rude or unhappy, enthusiastically introduce the check-out rules, and allow guests to check out according to the prescribed procedures

* Strive to leave a good impression: most guests check out The checkout process is usually between 7:30 and 9:30 am. If the employees are ready to work and the work is arranged in an orderly manner, the move-out process can be carried out smoothly and effectively, and leave a good impression on the guests

(3) Checkout Etiquette

* Understand the checkout method: Understand the checkout method chosen by the guest: cash settlement, transfer settlement, credit card settlement, check settlement.

* Be careful, careful, and patient: You must remember that when negotiating a check with a customer, it involves money. You must be careful, careful, and patient, because the customer's self-esteem is related to money. Be regarded as extremely important

* Moderate attitude: Be calm and confident when checking out, and at the same time, be gentle and amiable. Don’t let guests behave belligerently or be unbearable. As a hotel employee, you must be amiable. , serve guests cordially

* Rigorous, accurate, fast and rigorous: Paying attention to details and accuracy is the key to doing a good job in guest accounts, and is also the key to ensuring hotel service income. Checkout should be done every penny. Accurately, all responsible matters related to the establishment of guest expense accounts, such as cash, checks, credit cards, direct transfers, and team payment vouchers, must be carefully checked and verified. Checkout must be quick and convenient to facilitate guests, simplify procedures, and at the same time protect the hotel's profits and income.

* Clarify the errors: If there is an error in the guest's room rate, bill or other aspects, it must be reviewed clearly before the guest leaves the hotel, and the guest must be satisfied with the payment and leave the hotel. If there is an extreme error in the bill, If there is a big disagreement, the foreman or supervisor should investigate and verify or explain the hotel's situation to the guest

* Keep the accounts intact: the front desk attendant should check whether the guest has left a message before checkout, whether it is new or has not been completed yet Accounted for ad hoc expenses, such as restaurants. Just wait for the temporary expenses to ensure the integrity of the accounts. If other temporary expenses appear, but the guests have left the hotel before these bills are transferred to the front desk, the account needs to be pursued (compensation for running orders) will damage the hotel. Reputation, which is misunderstood by guests as poor management of the hotel, should be avoided as much as possible

* Understand the maximum limit of credit card payment: the head waiter, especially the checkout cashier, should know that the hotel allows some credit cards every day. Bless the hotel to increase the limit.

If a guest's credit card has expired, the hotel staff should not point at the guest loudly and say: "Your credit card has expired and has no use value", nor let other guests hear the accusation. Instead, hotel employees should quietly ask the guest to come to the office or listen to others. There is no place to process the guest's credit card, and do not call security or drive the guest away in person

(4) Etiquette for establishing guest files:

* Ask the guest: Ask the guest where he is In terms of hotel services, the hotel needs to improve its services and understand whether the guests are satisfied with their entire stay in the hotel. Thank them for staying here

* After the guests move out: record and archive. According to regulations, the hotel must make at least two copies of the account. page, one copy is given to the guest as a receipt, and the other is used as the hotel’s permanent archive record

* Establish a guest history file: If conditions permit, the hotel front desk can create a customer file to record some information about the guest, such as name, Record birthdays, room selections, food preferences, etc., especially for regular guests, so that you can win more guests. However, you must remember that customer files are confidential hotel records. The information collected on these forms must not be leaked to outsiders. Hotels are responsible for ensuring that guests' privacy is not violated.