Current location - Recipe Complete Network - Catering franchise - Hotel lobby management system
Hotel lobby management system

this system is specially formulated in order to cooperate with the smooth progress of the front office work and standardize the work behavior of employees.

1. Honesty is the ethical code that employees must abide by, and treating work with honesty is the code of conduct that every colleague must abide by.

2. Unity, cooperation, mutual respect and mutual understanding among colleagues are the basis for doing all the work well.

3. It is the duty of every colleague to focus on the work and complete the tasks on time, with good quality and quantity.

the above three rules are the code of conduct that every service personnel must follow.

1. Attendance system

1. Sign in and out of work on time, so as not to be late or leave early.

2. Leave must be notified to the department one day in advance, explaining the reasons, and can only be taken after approval by the department.

3. Sick leave must be certified by the infirmary or hospital, and leave can only be taken after approval.

4. It is forbidden to change shifts without permission, and the shift change must be signed and approved by the applicant, shift change person, foreman and manager.

5. It is forbidden to sign in or ask for leave on behalf of others.

2. gfd

1. You must go to work in dressing the according to the hotel regulations, wear the work number plate, and the work clothes must be clean and tidy.

2. The hotel requires to maintain a personal gfd, and the posture of standing, standing and walking should be correct and appropriate.

3. It is forbidden to wear or carry work clothes out of the hotel without permission.

Third, labor discipline

1. It is forbidden to bring personal belongings to the work area. (e.g. bags, coats)

2. It is forbidden to take hotel articles out of the store.

3. it is strictly forbidden to use foul language and spread false or defamatory remarks within the hotel, which will affect the reputation of the hotel, guests or other employees.

4. You are not allowed to leave your post without reason during working hours, and you are not allowed to stay at your post after work.

5. It is forbidden to make personal phone calls and do things unrelated to work during office hours.

6. change meals strictly according to the specified time, and do not eat during the duty period except during the meal time.

7. It is strictly forbidden to gather together to chat, receive visitors and show people around the hotel without authorization during working hours.

8. It is forbidden to watch (listen to) TV, radio, tape recorders and any books, newspapers and magazines during office hours.

9. It is forbidden to use passenger elevators and other guest equipment.

11. It is strictly forbidden to talk loudly, play, chase and play in public places.

4. Work:

1. It is forbidden to open a room without permission.

2. Except the bellboy, other personnel are not allowed to go to the guest room, dining and recreation area without authorization.

3. Be careful during the shift, and no mistakes are allowed in various business forms.

4. Do not argue with the guests, and report the problems to the department manager and the foreman in time for handling.

5. Obey the work arrangement of the leader and complete all the work with good quality and quantity.

6. Insist on standing, smiling, honorific and civilized service in service reception work, so that

guests feel cordial and safe.

7. Take an active part in the regular meeting of the team and all kinds of training work, and strive to improve their own quality and professional level.

8. Serve in strict accordance with various service regulations and standards.

9. Carefully record all work and fill in all work forms.

11. Take care of and maintain all equipment and facilities consciously.

11. We should pay attention to mutual cooperation, understanding and communication in our work, and it is strictly forbidden to select the committee

.

12. Fighting, quarreling and other disciplinary actions are strictly prohibited.

13. Complaints and other work problems caused by human factors are strictly prohibited.

14. Have a good working attitude at work.

management methods and skills of front office managers

the first step to form your own management style is to look at your position in the hotel management team. As the front office manager, you are endowed with certain management responsibilities, and at the same time, you are also granted corresponding management authority. These are the areas where you are involved in management, personal development and restricted in the management team. Although this is a simplified general view of the management team, it will really help you clear your mind. At this point, you need to reflect on your career development goals in this hotel.

as a new manager, the first concept to be emphasized is employee motivation. It is a challenge for you as a manager to find out how to motivate each of your subordinates. It enables you to put your employees in the most ideal state to do a good job. Understanding the needs and goals of each employee is an arduous task for managers, but it is worth completing.

another goal that the front office managers should strive to achieve is to achieve the harmony of employees' personalities in the team.

Giving employees enough training will also make the work of front office managers much easier. If the training can be planned, executed and tracked well, the chances of employees making mistakes in their work will be reduced to the minimum.

employees always have some special requirements on scheduling and other work-related requirements, and you should try your best to meet them.

How does the front office of the hotel handle guest complaints

1. Receiving complaints:

(1) Keep calm, and if necessary and possible, invite the complaining guests to a proper place so as not to affect other guests;

(2) Listen to the questions of the guests patiently with a sincere, friendly and humble attitude;

(3) Don't show boredom or anger when listening;

(4) it is not allowed to interrupt the guest's statement;

(5) Never argue with or criticize the guests, but let them calm down as soon as possible;

(6) It is forbidden to talk with guests with turning words such as "however", "but" and "but", so as not to irritate guests or make them feel that the hotel lacks sincerity;

(7) Tell the guest in a friendly tone that his complaint is completely correct, so as to make the guest feel respected;

(8) Acknowledge and understand the feelings of the guests and try to show sympathy for them;

(9) After the guest is finished, first apologize to the guest and explain that it will be dealt with immediately.

2. Handling complaints:

(1) Find out what happened and why, and don't listen to one side of the story;

(2) If it is a mistake in hotel work, we should sincerely apologize to the guests and admit the mistake, indicating that we will definitely improve it and give them some preferential treatment to make up for the mistake;

(3) The treatment results are always satisfactory to the guests, even unexpected, giving them a surprise;

(4) For the guest complaints that cannot be solved within my authority, I apologize to the guests first, thank them for their complaints, and immediately report them step by step;

(5) inform the guests of the processing results;

; (6) Solicit the guests' opinions on complaint handling;

(7) apologize to the guests again.

3. Record the complaint:

(1) Record the name, room number, place of consumption, unit name, contact information, time of complaint, cause of complaint and handling result of the complaint on the Guest Complaint Record Form in duplicate;

(2) sort out the complaints of the guests;

(3) submit it to the front office manager for approval before work every day;

(4) after examination and approval, the department shall keep one copy and submit it to the general manager's office;

(5) Write a letter to the guest on behalf of the hotel to apologize and welcome the guest to the hotel again

The importance of case communication in the front desk

One day, a Hong Kong guest came to the front desk to check in, and the staff in charge of reception asked the guest the type of room he needed as usual. However, because the guest didn't know Mandarin and the staff's Cantonese level was poor, after trying to explain to the guest in broken Cantonese that the guest still didn't understand, the passenger turned to get a home visit permit. The employee told the porter what he wanted to explain to the guests, and then he told them to the guests. The employee's original intention was to reduce the embarrassment caused by communication difficulties and save time, but he didn't take into account that this move made the guests feel disrespected. Because I am not proficient in Cantonese and don't quite understand the psychology of the guests, the guests complain.

Comments:

Because employees can't master the common working language skillfully, it is inconvenient to communicate with guests. When asking for help from other employees, inappropriate body language leads to misunderstandings and complaints from guests: 1. In the process of serving guests, we should try our best to communicate with guests in their language. Due to geographical and other factors, employees may not be able to fully master a language. 2. In dealing with people, besides the basic ability requirements, tone, expression and body language are also the elements of good communication. We should try our best to avoid misunderstanding, understand it when it occurs, and follow up and remedy it. 3. Training and learning of language skills should be strengthened in peacetime.