What does the lobby manager do?

Abstract: Do you still have an impression of the hotel lobby manager in the Korean drama Love Hotel? They always stand in the hall dressed appropriately, smiling and calm. No matter how urgent the situation is, they can handle it neatly with their high emotional intelligence. But life is not a Korean drama after all. How many times in and out of the hotel, how many times to ignore the lobby manager. Although everyone who has stayed in a high-end hotel has dealt with the lobby manager to some extent, they know little about his work. Next, let's take a look! What is the definition of lobby manager? The lobby manager is the middle-level manager of the hotel or restaurant industry. Entrusted by the general manager, he handles the complaints of the guests about all the equipment, facilities, personnel and services of the hotel and restaurant instead of the general manager, supervises the operation of various departments, coordinates the relationship between various departments, and ensures that the hotel and restaurant provide quality services to customers in a normal order. They are the nerve center of hotels and restaurants and the bridge between hotels, restaurants and guests.

The lobby manager is responsible for providing services to guests and maintaining order in the lobby.

Work content: 1. Maintain order and guest safety in the lobby, and keep the lobby quiet, elegant and civilized;

2. Properly arrange the work of the day, and supervise and inspect the work quality of the front desk and waiters;

3. Handle guest complaints and assist hotel leaders and relevant functional departments to deal with all kinds of emergencies in the hotel;

4. Answer the guests' inquiries and provide the necessary help and services for the guests;

5. Do a good job of patrolling every day and supervise the gfd, sanitary conditions, equipment operation and safety of hotel and restaurant employees.

Occupational requirements: 1. The lobby manager generally requires a college degree or above, and his major is not limited. He has been trained in service management and hotel management, and has a certain understanding of public relations etiquette, psychology, management and hotel business.

2, familiar with the hotel management workflow and management norms, with strong organization, management and coordination capabilities; Have considerable training ability, strong adaptability and fluent oral English.

3. Have considerable knowledge and level of catering management and good comprehensive quality; Have good team spirit, pioneering and innovative spirit, strong communication and coordination ability, and dare to take responsibility.

4. Good temperament, kindness and generosity, dignified and cheerful, good at communication, overall concept, service awareness and strong sense of responsibility, able to work under greater pressure.

The lobby manager is the middle manager of the hotel industry, the nerve center and emergency center of the daily operation of the hotel, the image ambassador of the hotel, and the eye to supervise the quality of work of all departments of the hotel. It is a bridge between the hotel and the guests. The lobby manager is generally above the supervisor and below the assistant general manager or the director of the general manager's office. Therefore, the lobby manager can strengthen the accumulation of management experience and move forward to management development.

Salary range Generally speaking, the monthly salary of lobby managers of four-star hotels in big cities is about 8,000 yuan. According to the salary report of a large recruitment website, the salary of foreign language experts will be 1.6 times higher than that of ordinary people.

How to be a novice hotel lobby manager and always pay attention to the hotel lobby? Most of the time, the lobby manager will greet the guests coming and going, answer some questions of the guests at will, and never miss any opportunity to communicate with the guests. On the one hand, it is convenient for the guests, makes the hotel service more humanized and increases the affinity of the lobby manager. On the other hand, we can collect more guests' opinions and suggestions on the hotel, help us find problems and deficiencies in hotel service and management, find hidden dangers at the first time, and control them before guests complain.

Maintain a friendly attitude with all departments. In the eyes of the guests, the hotel is a whole. No matter which department goes wrong, he will downgrade the hotel, and the lobby manager will work on behalf of the hotel. Therefore, I am alienated from the word "they" and try not to say it in front of the guests.

First of all, some lobby managers often only pay attention to the principle of timeliness when dealing with guest complaints, but ignore the flexibility in dealing with problems and the concern for users' feelings. For example, when a guest is taking a lunch break, eating, getting angry, or lying in a sofa, banquet hall and other public places, the effect of handling complaints at these times and occasions is not good, and it may also cause guests to resent, adding "qi" to "qi" and adding fuel to the fire.

However, many people are influenced by their work. To be sure, the lobby manager handles guest complaints on behalf of the general manager of the hotel and carries out relevant reception. His words and deeds represent the image of the hotel, and he should show full self-confidence, courtesy, hospitality, pride and humility rather than humility. Excessive humility is a sign of lack of self-confidence, which is often looked down upon by guests and loses confidence in the hotel.

Reducing the impact of complaints is both a bad thing and a good thing. The customer who complains is like a doctor, who provides diagnosis for the hotel free of charge, so that hotel managers can prescribe the right medicine, improve services and facilities, and improve service quality and management level. So, don't avoid complaining, treat it correctly.

Leave room for your words and deeds. In order to avoid being passive when dealing with guest complaints, you must leave yourself room. You can't say anything about death, but you must clearly tell the guests how long it will take to solve the problem.

Fully understand the hotel business and related knowledge, such as room service procedures, room service, cashier procedures and related regulations, hotel discounts, credit card knowledge, washing knowledge, basic laws and regulations, civil aviation ticketing knowledge, etc. , and maintain accuracy and timeliness when dealing with problems, in order to win the trust of customers.

Don't argue with customers, understand the situation and then propose solutions to customers.

Generally speaking, guest complaints indicate that there is something wrong with our service and management. Generally speaking, guests are unwilling to complain in person. Therefore, even if the guest's words and deeds are somewhat different, we should give the guest "rights". Because even though we "won" the guests on the surface, we offended them and made them dissatisfied with us and the hotel. In fact, we still lost.

Always let the guests talk about their complaints first, which can be summed up as three kinds of mentality, seeking venting, seeking respect and seeking compensation. The lobby manager should be able to accurately grasp the real mentality and intention of the guest's complaint, give the guest an opportunity to vent, and don't argue and explain unnecessarily with the guest. Even if correctly understanding the mentality and intention of complaints is the key and shortcut to handle complaints well.

It is often not the person who really solves the problem who tracks the user's complaints, so it is still a question mark whether the guest's complaints can be finally solved. In fact, many guests' complaints have not been fundamentally solved, or this problem has been solved, but another problem has emerged. Therefore, it is particularly important to track the complaint handling process and pay attention to the handling results. It will make the guests feel that it is very important for the hotel to complain, so as to leave a good impression on the hotel.