the quality of hotel service is directly related to the survival and development of the hotel. The following is a sample of the hotel reception plan I brought you. Please refer to it.

hotel reception plan model essay 1

1. reception content: guide the leaders, students, referees and hotel staff attending the hotel skills festival to arrange activities on the day of the skills festival

2. Receptionist:

student representative: xxx xxx xxx XXX XXX

enterprise representative: XXX XXX XXX XXX XXX

college leader: xxx xxx xxx xxx xxx xxx

contestants: xxx xxx xxx xxx xxx xxx

judges: XXX XXX XXX XXX. Xxxxxxxx

Class members attending the meeting: XXX xxx xxx xxx

III. Organizational structure of the reception leading group and its members' job responsibilities

A. Composition of the reception leading group:

Team leader XXX, deputy team leader XXX, and members include XX.

B. Division of work and work contents of team members:

1. Team leader XXX is responsible for the overall planning and decision-making of event reception.

2. Deputy team leader XXX assists the team leader in his work, and is responsible for the overall execution of the activities to ensure the smooth completion of the reception.

a. summarize the information transmitted from various aspects and locations, and timely sort out, process and report.

b, timely convey and implement relevant decisions.

c, check and supervise the implementation of all departments, and deal with the problems found in a timely and effective manner.

3. Personnel at the entrance of the venue: xxx is responsible for the reception during the event:

A. Determine the location of sign-in desk according to the layout requirements of the venue.

b, preparation of the attendance book and arrangement of personnel responsible for attendance.

the preparation of the sign-in book is arranged for 211 people.

the person in charge of signing in should arrange a hostess.

c, prepare the corresponding hostesses to lead the guests into the venue.

d, guide the guests into the venue and take their seats.

4. xxx, the internal staff of the venue, is responsible for the security work during the event:

a. Provide corresponding security plans according to the arrangement of the event.

b, dredge the activity site

c, arrange and maintain the sequence of the activity site

5. xxx, the school gate guide, is responsible for guiding the guests into the venue

a, receiving the representatives of enterprises to guide them into the multi-function hall of the college

b, planning the parking area of vehicles during the activity.

model document of hotel reception scheme 2

1. Preparations for VIP guests before arrival:

(1) Reservation Department:

? Responsible for checking the specific arrival frequency and arrival time of Chris Lee;

　? If there is no specific shift time, you should contact its agent and relevant personnel to inform the hotel guests of the arrival time and shift as soon as possible;

　? Check whether there are pick-up or pick-up requirements when guests arrive, as well as other special requirements.

(2) reception desk:

? Assign rooms two days in advance and ask the assistant manager in the lobby for approval;

　? When assigning rooms, please note that the rooms must be clean and empty, and try not to pre-assign rooms that have not left the store;

　? Is the night front desk staff ready for the guests? Registration form? And? Welcome card? , put it away with VIP special reception clip; ? The next morning, the front desk supervisor is responsible for checking the arrival notice of VIP guests, and? Registration form? And? Welcome card? , to ensure that all the contents are correct and then distributed to relevant departments;

　? The front desk supervisor makes room keys according to the assigned room number (all keys must be made one day longer than the stay time).

(3) Assistant Manager:

? According to the reservation requirements, confirm the layout specifications of VIP rooms:

? Review the VIP guest reservation form of the day, and confirm whether the room type, arrival date, room price, arrival time and other special requirements are implemented and correct.

(4) Front Office Manager:

? The front office manager and executive housekeeper must personally check the rooms of VIP guests;

　? Close contact with the sales manager or relevant departments to implement the arrangement of VIP room confirmation.

(5) Security Department:

? Do a good job of safety in advance;

　? Guests should protect all their private lives before arrival, when staying and when leaving the store.

(6)VIP room layout:

? The overall layout of the room is mainly simple and quiet

? The sheets and quilts are all blue

? One VIP fruit basket (8 kinds of seasonal fruits);

　? VIP flower baskets (one bundle of artistic flower arrangement and two baskets of table flowers);

　? Chris Lee's newspaper clippings are placed on the bookshelf;

　? Place a welcome card at the bedside table;

　? Free use of afternoon tea in the star lounge;

　? Welcome letter of VIP issued by the general manager and business card of the general manager;

　? Equipped with supporting fitness equipment in the room;

(7) Design of turndown service:

? Place breakfast cards and good night cards on the bedside table;

　? Place roses at the corner of the quilt;

　? Spell it out with rose petals on the bed? goodnight? ;

　? Humidifier, gifts from fans and gifts from hotels are placed on the bedside table.

2. Welcome for VIP guests when they arrive:

(1) Inform the relevant host and receptionist to wait in the lobby 21 minutes before the guests arrive, and the security personnel should pay close attention;

(2) The assistant manager in the lobby should ensure that the driveway at the door is unobstructed, and the doorman and bellboy in the lobby are ready to stand by according to the reception specifications;

(3) When the guests arrive at the hotel, the doorman will open the door and welcome the guests to the hotel in the standard language of the hotel, and the bellboy will take the initiative to help them with their luggage;

(4) the assistant manager in the lobby is responsible for ensuring that the luggage of VIP guests is delivered to the guest room correctly;

(5)VIP guests should inform housekeeping department and security department to be on duty on the floor 24 hours a day or pay close attention to it;

3. Work of VIP guests during their check-in:

(1) The front office manager and the assistant manager of the lobby must make a courtesy call to the VIP guests staying in the hotel at an appropriate time every day to show that the hotel pays special attention to the VIP guests, but it is not advisable to disturb the guests for too long;

(2) Arrange the guests' three meals, and inform the food and beverage department to prepare the delicious shrimp that the guests like;

(3) ensure the safety and privacy of guests during their stay in the hotel.

4. Work for VIP guests when checking out:

(1) The cashier at the front desk prepares the VIP guest bill in advance;

(2) When the guests arrive at the cashier's desk, the assistant manager in the lobby will help them check out quickly;

(3) arrange transportation for VIP guests, and the assistant manager in the lobby will arrange vehicles to wait at the hotel gate in advance, and ensure the sanitation and equipment in the car, and turn on the air conditioner and music in advance;

(4) After the check-out, the general manager or other relevant department managers and the assistant manager in the lobby will see the guests off and say goodbye;

(5) The assistant manager in the lobby assists the front desk to establish and update VIP guest files as reference materials for future reservation and service.

Hotel reception plan model essay 3

The front desk is the brain and central nervous system of the hotel, and it is the site for guests to stay in the hotel from beginning to end. In this whole process, the impression left by the front desk plays a vital role. The front office is an important department in modern hotel management and the core of the whole hotel service, which has an important impact on the hotel's market image, industry competitiveness and economic benefits. The front office is the first place where guests directly contact with the hotel, involving all the contents of the hotel's service to guests, and it is the place where the hotel's service to guests begins and ends. The quality of hotel service is directly related to the survival and development of the hotel. The service quality and management decision-making level of the front office will directly affect the hotel's market image and industry competitiveness, thus affecting the hotel's economic benefits. Therefore, the front office is the key to the operation of various departments in modern hotel management, and its role is very important.

I. Overview of reception in the hotel lobby

The hotel lobby is the president of the hotel lobby and its outside area. It usually includes the area outside the gate, front desk, rest area, lobby bar and so on. The front office is mainly responsible for guest reservation, business handling, guest room status control, guest account settlement and audit, and comprehensive business management of the front office. The front office is located in the lobby of the hotel where guests used to frequent. It is the vanguard of the hotel service group, and it is the department that provides services such as room sales, check-in registration and accounting treatment to guests on behalf of the whole hotel. The front desk is the most conspicuous part of the front desk, which performs most functions of the front desk, is the place where guests first contact and last contact, and is the link between the front desk and the background of the hotel. Because of its close contact with guests, the front desk is not only the guest complaint office, but also the consultation office and the coordination center of all services, so it naturally becomes the link between guests and the hotel.

In a word, the reception service in front of the hotel is the first impression of the hotel, the core of the hotel service and the information communication center.

(1) the position and function of the front office service in the hotel

The front office is a department that attracts and receives guests, promotes hotel services such as rooms and restaurants, and provides various comprehensive services for guests. The front office service is to show the function of the front office and let the guests feel it personally. The work of the front office has a vital impact on the hotel market image, service quality, management level and economic benefits.

1. Front desk reception is the business window of the hotel.

reflects the overall service quality of the hotel. The service quality and grade of a hotel can be reflected from the reception service in the front hall. A guest once said: whenever we walk into a hotel, we don't have to look at his star bronze medal, and we don't have to ask him who the owner is, by us. Home in the world? Experience, you can usually easily see whether this hotel is a joint venture hotel, whether it is managed by a foreign party and the general star crystal. It is in this sense that some people regard the front office service as a hotel? Face? . Is this face? Beautiful? , not only depends on the design, layout, decoration, lighting and other luxury hardware facilities in the lobby, but also depends on the mental outlook, efficiency, service attitude, service skills, courtesy and organizational discipline of the front office staff.

2. Reception in the front desk is the place where the first impression and the last impression are left to the guests.

reception in the front desk is the first thing a guest feels when he enters a hotel, so it is the place that gives the guests the first impression. Psychologically speaking, the first impression is very important. Guests always evaluate the service quality of a hotel with this first impression. If the first impression is good, even if the guest has something unsatisfactory during his stay in the hotel, he will think that it happens occasionally and can be forgiven. On the contrary, he will think that this kind of poor service quality incident in this hotel is inevitable. The bad impression of the hotel in his mind is hard to change. And he will be picky about the quality of hotel service. In addition, when guests leave the hotel, they also leave from the front office. Therefore, this is also the place to impress the guests, and the last impression stays in the guests' minds for the longest time. The final impression depends to a great extent on the courtesy and service quality of the front desk reception. If the waiter has a bad attitude and is inefficient, it will leave a bad last impression on the guests and make the hotel provide them with good service during their stay? All previous efforts are wasted? .

3. Reception in the front office has a certain economic function.

it can not only directly obtain economic income by providing postal services, telecom ticketing and taxi services, but also directly affect the number of guests received by the hotel. Therefore, the front desk receptionist should actively promote the hotel's products, and feel that she can't passively wait for the guests to come to the door, especially when the hotel's products are in oversupply.

4. The coordination function of reception in the front office.

The front office is like the brain of the hotel, and the reception in the front office is like the face of the hotel, which controls and coordinates the business activities of the whole hotel to a great extent. Every instruction and message sent from here will directly affect the service quality of other departments in the hotel.

5. Reception in the front desk is an important link to establish a good guest relationship.

under the condition of market economy, the customer is god, and the hotel is an industry that provides comprehensive services such as accommodation and entertainment for guests. The quality of hotel service is ultimately evaluated by the guests, and the evaluation standard is the satisfaction of the guests. Establishing a good guest relationship is conducive to improving the satisfaction of guests and winning more repeat customers, thus improving the economic benefits of the hotel. Therefore, hotels all over the world attach great importance to improving guest relations, and front desk reception is the most direct contact with guests and an important link to establish good guest relations.

second, the reception process of the hotel lobby

(1), the general process

1. The main contents of registration:

(1) obtaining the personal information of the guests;

(2) meet the requirements of guests for rooms and house prices;

(3) Go through the registration formalities;

2. The purpose of registration:

(1) To enable the hotel to obtain important information about its guests;

(2) allocating rooms and setting house prices for guests;

(3) Determine the expected departure date of the guests;

3. Five important concepts in the process of check-in registration:

(1) Collection of information-The hotel collects information about guest requirements, expected departure date, payment method and personal background during the check-in process;

(2) Housing allocation pricing-allocating rooms and setting house prices;

(3) credit limit-the hotel determines the credit limit for the guests according to the payment method of the guests and the credit limit system of the hotel;

(4) room supply plan-the hotel sells rooms to the maximum extent according to the available rooms and the expected departure date of the guests;

(5) controlling the flow-adjusting and controlling the hotel room allocation and pricing process through the registration procedure; 4. Determine the contents of the registration form:

(1) Number of rooms and beds required;

(2) estimated length of stay;

(3) payment method;

(4) the name and address of the guest;

5. Principles that should be paid attention to in the registration process:

(1) The allocation and pricing of rooms are based on the availability of rooms in the hotel;

(2) When checking in, please explain the house price to the guest and ask the guest to sign it;

6. Room allocation and room pricing:

Room allocation and accommodation registration procedures are carried out at the same time. When allocating rooms, it should be based on the different characteristics of passengers, requirements and specific conditions of rooms;

(1) For VIP guests, it is generally necessary to arrange a better or luxurious room;

(2) For ordinary guests, especially individual guests, due to their different purposes of staying in the hotel, we should do a good job in housing allocation. For example, business guests who are not sensitive to the level of housing prices can arrange a quiet room with higher room rates; Vacation guests can arrange rooms with lower prices;

(3) For group guests, they should be arranged on the same floor as far as possible, and the room standards of the guests should be the same, which is not only convenient for guests' activities, but also