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What are the main work contents of hotel front desk reception?

What are the main work contents of hotel front desk reception? Receptionist's job responsibilities

1. Accept different forms of room reservation such as telephone, fax and internet, and input the reservation information into the computer and convey it to relevant departments and posts;

2. Handle the advance orders sent by the sales department or other departments;

3, in a timely manner in accordance with the working standards and procedures for scheduled changes, cancellation and other data processing;

4. Check and verify the reservation information of arriving at the hotel on the same day and the next day, and make preparations for the reservation;

5. Check-in formalities for guests, arrange rooms, and meet the reasonable needs of guests as much as possible;

6, for the guests to change rooms, extra beds and other procedures;

7. Responsible for keeping, making and issuing guest room key cards;

8. Fill in, input and count individual and team registration forms as required;

9, keep the front desk clean and tidy, check whether the required forms, stationery and promotional materials are complete, and report to the front desk foreman;

10, carefully check the guest information entered into the computer by the last shift, and timely and accurately enter the guest information on duty;

1 1. Register, enter and transmit the household registration information of overseas guests according to regulations;

12, conscientiously do a good job of succession to ensure the continuity of work;

13, assist the cashier at the front desk to do a good job of checking out the guests;

14. Complete other tasks assigned by the manager.

The front desk reception is also called the administrative front desk, which corresponds to the "administrative backstage" and belongs to the jurisdiction of the company's administrative department. It is one of the typical positions of modern enterprises, belongs to the facade of the company facing the outside of the company, represents the image of the company, and must have a good image and temperament. The minimum number of people in this position shall not be less than 2.

Usually mainly responsible for customer visit registration, telephone transfer and other affairs, welcoming guests, judging guests' intentions, handling relevant procedures, answering phones and returning visits to frequently asked questions.

About the daily work of the hotel receptionist.

Check gfd and standardize his post.

A) Check the daily activity report carefully.

B) Find out whether there is a VIP or hotel reception room for reservation or check-in.

C) Understand the meeting information and check the number of meeting rooms.

D) Read the log book carefully, understand the items to be completed in the last shift, and then sign and do it.

E) Check the records of key collection and return of each department and classify the keys.

F) Check the booking status of the day, and enter the booking into the computer to find out the booking status in recent days.

G) check the room status to ensure that the room status is correct.

H) Check the guests who left the store that day and inform the cashier.

I) Issue meal vouchers according to the list of overnight guests, and issue meal vouchers for overnight guests with breakfast.

J) Confirm that hotel guest information and room rate have been completely and correctly entered into the computer.

K) If the guest changes rooms, confirm that HSKP has been informed and the computer information has been changed. Take back the key and issue a notice to change rooms.

L) Has the call-up time requested by the guest been notified to the switchboard?

M) Make oral and written handover with colleagues in the middle class, and get in touch with the next class at any time.

The work content of the middle class

Check gfd and standardize his post.

A) Check the daily activity report carefully.

B) Understand the meeting information and check the number of meeting rooms.

C) oral and written handover

D) check the key records of each department.

E) Arrange the reservation and estimate the house sales on that day.

F) Check the room status to ensure that the room status is correct.

G) according to the arrival of the guests, issue meal vouchers, determine the number of people to eat the next day, and place a meal list.

H) Confirm that the information of hotel guests and room rates has been completely and correctly entered into the computer.

I) If the guest changes rooms, confirm that HSKP has been informed and the computer information has been changed. Take back the key and issue a notice to change rooms.

J) Has the operator been informed of the wake-up time requested by the guest?

K) Hand over the unfinished business of the next shift and follow up.

L) Keep in touch with the next colleague at any time.

Night shift work content

Check gfd and standardize his post.

A) Check the daily activity report carefully.

B) Understand the meeting information and check the number of meeting rooms.

C) oral and written handover

D) check the key records of each department.

E) Arrange the reservation and estimate the house sales on that day.

F) Check the room where the meal voucher has not been opened and make it up.

G) Confirm that the information of hotel guests and room rates has been completely and correctly entered into the computer.

H) If the guest changes rooms, confirm that HSKP has been informed and the computer information has been changed. Take back the key and issue a notice to change rooms.

I) Has the operator been informed of the wake-up time requested by the guest?

J) Sort out the booking records of the day and know the selling situation of the house the next day.

What is the work content of Jinjiang Inn reception? 1. Check in and check out, 2. Exchange foreign currency, 3. Pick up the goods at the front desk, 4. Baggage in stock, 5. Online guest check-in.

What are the reception etiquette at the front desk of the hotel? As the receptionist of the company, you should have the following basic etiquette: the image requires the receptionist to be the "image spokesperson" or "facade" of the enterprise. Therefore, the receptionist is required to sit, stand, walk and walk naturally and maintain a good mental outlook. Welcome guests and colleagues to and from work (suitable for reception at the front desk of high-end office buildings). Every day before going to work 10 minutes, after leaving work 10 minutes, stand and smile at the commuters, pay attention and take the initiative to say hello. You should stand up and bow when guests visit. Smile, greet warmly and actively, and use polite expressions: "Hello, what can I do for you?" Listen to the guests' intentions patiently and actively help them according to their needs. For the guest's consultation, listen carefully before answering. Be patient when answering questions. If you can't answer accurately, you should apologize. "Sorry, just a moment, please. I'll ask for you." After asking, you should give feedback to the guests. After checking the visitors, guide them into the relevant area. Do a good job in the registration of visitors (according to company regulations). Foreign salespeople and disheveled people are not allowed to enter the office area. When answering the phone within three tones, you must use the standard reply words: "Hello, XX * * * * * Property" and "Hello, XX Center/Management Office"; After the caller reports the transfer number, politely say "please wait" and transfer immediately; If the transfer phone is busy or nobody answers, please say "Hello, sir/madam, the number you dialed is busy or nobody answers, please redial later"; If the other party requests to transfer others, please transfer them immediately; If the connection is not smooth, please answer: "Sorry to keep you waiting, I am transferring you"; Keep a pen and paper by the phone, take the initiative to provide message service, and be ready to record guests' requirements at any time to help solve problems. In particular, carefully record the names, telephone numbers, time, place, reasons and other important matters of the guests, and convey them to relevant departments and responsible persons in time. When answering complaints, we should pay more attention to the use of polite language, actively help customers solve difficulties and problems, and have a positive and kind attitude. Pass the customer's opinions to relevant departments and responsible persons in time or take the initiative to leave the customer's telephone number to help contact and actively find ways to solve the problem; If the other party has the wrong number, or doesn't know who to call, explain politely and enthusiastically and transfer the relevant personnel to the other party.

What are the reception English at the front desk of the hotel? (1) In formal English expressions, the basic sentence patterns of interrogative sentences can be divided into the following four types:

1. Is that okay ~

2. Can you ~

3. You will ~

4. May I?

As long as you understand these four basic sentence patterns, you can cope with most business situations.

1. When you want to do something, use May I ~

May I have your name , please?

What's your name, please

What time is your check-out time?

May I see your passport?

May I know your nationality?

You can use couldyou when you trouble a guest.

Can you fill out this form?

Can you write that down?

Can you draft a fax?

Could you hold the line, please?

You can use Would you ~ when you ask the guests what they like or do.

Do you want tea or coffee?

Do you want to take a taxi?

Would you mind sitting here?

* * You can ask most questions just by adding "Would you like to ~" after the question words.

When do you want to go to Foshan?

When do you want to have lunch?

When do you want to eat?

Who do you want to contact?

What kind of room do you prefer?

How would you like to settle your bill?

How long do you want to stay?

How many tickets do you want to buy?

You can use Shall I ~ or you want I do ~ when giving advice and soliciting opinions.

May I close the curtains?

Shall I draw you a map?

Can I make a reservation for you?

(2) Greeting language

Good morning. (used before noon)

Good afternoon. (used from noon to before 6 pm)

Good evening. (used after 6 pm)

Add sentences after these greetings, such as:

Good morning, sir. Are you checking out?

Good morning, sir. Do you want to check out?

Good afternoon, sir. Welcome to Foshan Electronic Hotel.

Good evening, madam. Can I help you?

Good evening, miss. Can I help you?

You can also connect your own hotel name and department name, for example:

Good morning, sir. This is the front desk. Can I help you?

(3) Answer

1. General answer

I see, sir.

Certainly, sir.

Yes, sir.

Please wait a little longer.

Just a moment, please.

Thank you for waiting.

I am sorry to have kept you waiting.

Can you wait a little longer?

When you want to trouble a guest or refuse his request.

When refusing a guest, don't say "no" directly, but be tactful.

I'm afraid I can't do that.

Sorry, I'm afraid I can't do that.

Excuse me, sir. Please let me through.

apology

If it is your own fault, say "I'm sorry"; If it's the company's fault, say, "We're sorry." .

I'm very sorry for the delay.

I'm sorry for the delay

I'm very sorry for the inconvenience.

I want to apologize for this mistake.

5. Answer when the guest says "thank you".

You're welcome.

Thank you, sir.

Thank you very much.

6. When giving something to a guest, you can say.

Here you are.

This is what you want.

Here’s your room key.

Here it is.

7. When the guests are ready to leave, they can say:

Have a nice day.

Please enjoy your stay

Please enjoy your stay.

We hope to see you again soon.

Thanks for staying with us.

8. When the guest's English is difficult to understand.

Don't just giggle or keep saying yes, yes in the face of guests' questions. If you don't understand, ask the guest a question, or say "please wait a moment" to the other person first, and then ask others for help.

What?

Excuse me.

What did you say?/Sorry?

Excuse me.

Please say it again.

Can you repeat that?

If you are not sure about what the other person said, you can repeat what you don't understand, such as:

Excuse me, sir. Do you mean you lost your room key?

Excuse me, sir, did you say you lost your room key?

Coping with telephone English

1. Don't simply answer "hello" when answering the phone, but give the name of your company or subordinate unit. For example:

"Hello, this is the information desk."

Hello, this is the information desk.

"Information desk. Can I help you? "

I'm the information desk. Can I help you?

When you dial the wrong number.

If the outside line is dialed wrong, you can answer:

I'm afraid you have the wrong number.

This is Foshan Electronic Hotel.

If the bus takes the wrong line, you can answer:

This is a room reservation. I'll transfer your call to the restaurant reservation department.

3. When the person in charge is absent.

I'm afraid Mr. Lin is out now. He should be back around 5 pm.

I'm afraid Mr. Hao is on another line. Could you hold the line, please?

I'll tell him to call you back when he comes back.

May I have your name and phone number?

4. When the session ends.

When ending a telephone conversation, you can't simply say "bye-bye", but you'd better say:

Thank you for calling.

Hello, sir.

You are welcome, sir.

We look forward to your reply.

If you have any further questions, please contact me.

Please refer to the following information to introduce the work content and responsibilities of the hotel front desk reception in English:

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What are the basic duties of a hotel receptionist? Work content? Work flow of hotel front desk reception

Morning shift work content

Check gfd and standardize his post.

A) Check the daily activity report carefully.

B) Find out whether there is a VIP or hotel reception room for reservation or check-in.

C) Understand the meeting information and check the number of meeting rooms.

D) Read the log book carefully, understand the items to be completed in the previous shift, and then sign and do it.