1, on time to work, neatly dressed, keep grooming, good instrumentation.
2, on time to participate in the regular meeting before the shift, accept the superior work arrangements.
3, do a good job of business before the preparatory work, and improve the environmental health of the region.
4, understand and familiarize with the facilities and aisle lines.
5, understand the company's consumption. Familiarize yourself with the daily booking records, and do the specific work of opening card,
opening, transferring and canceling rooms according to the regulations.
6, to provide polite and considerate service to customers, and in accordance with the work program to bring the correct place.
7, for the guest's question should take the initiative to answer, in case of guest complaints or dissatisfaction, should make timely reflection, and timely report to the superior.
8, keep in mind the name of the guest, so that at any time to honor the name.
9, politely answer the phone booking, reservation.
Second, the consultant work flow chart
(1) welcome guests ready
A check appearance
B good mental state
(4) lead guests
A press the elevator
B first let the guests into the elevator
(3) ask guests
A ask the guests to have a booking
B if there are reservations
B if there are bookings
B if there are bookings
B Quickly verify if there is a reservation
(2) Greeting guests
A Greeting distance of 1.5m-2m salute
B Greeting guests with a 35 ° bow
C Proactive, neat and courteous
C Handing over to regional consultants
A Handing over of guest information
(8) Opening the card after confirmation
(9) Opening the card after confirming the guest Confirmation and open the card
A Call the cashier to open the card
(10)Return to the original post
(7)Lead the guests to the room/desk
A According to the guest's request
B If there is a booking, the booking card will be taken away
(9)The head of the card will be handed over to the cashier
(5)Introduce the company's recreational facilities/charges
A Function ISCO Entertainment Bar KTV
B Charges
(11) After the shift summary, regular meeting
Three, the consulting department work flow chart note analysis
(1) welcome preparation: before the arrival of guests, check the personal instrument appearance: A must be in accordance with the provisions of the company uniforms dressed neatly, make-up should not be overly exaggerated. B pay attention to their own mental state, do not bring emotions to work. B. Pay attention to your state of mind, do not bring emotions to work. To a neat, fresh, spiritual, energetic good state to meet the guests.
(2) Greeting guests: When guests come to the distance of 1.5-2 meters, all consultants should be 35 ° bow, active, neat, polite, smile and greet the guests: "Mr. / Miss, good evening! Welcome!"
(3) Ask the guest: the consultant took the initiative to welcome up "May I ask Mr./Miss have a reservation?" If the guest said there is a reservation, then the consultant should ask the guest to book the room / station number and last name, and then quickly look up on the computer. When you find it, check it with the guest. For example: "You are Mr./Miss XXX, booked XX room, contact number is XXXXXXXX, etc." If the guests do not have a reservation, we must ask the guests to visit the KTV, DISCO, performance bar.
(4) lead guests: the first floor consultants lead guests into the elevator.
(5) introduction of the company's equipment, consumption: the first floor consultants to lead guests on the floor elevator can be a brief introduction to the company's facilities, equipment and consumer prices.
(6) and regional consultants handover: floor consultants in the first floor consultants forwarded to the guests, the two sides should be clear about the handover, is the booking of the guest should be clear about the booking of the room number, booking the name of the person and the contact phone number; non-booking guests should be clear about the type of room the guest needs.
(7) Lead the guests to the room/desk: Lead the guests to the room/desk according to the type of room/desk they need.
(8) Open the card: Whether it is a booked guest or a non-booked guest, the consultant should clearly open the card according to the standard after the guest confirms the room.
(9) card root to the cashier: consultants according to the norms of opening the card, the card body will be inserted in the room door card box, the card root to the cashier (cashier quickly open the room).
(10) return to meet the guests: consultants hand over the card root quickly return to the post, according to the regulations to meet the arrival of the next batch of guests.
(11) post-shift meeting; gather to open the post-shift meeting, listen carefully to the department supervisor's evaluation of the night's work service, work such as guests have a problem, they can solve as much as possible to solve the problem, can not be solved in a timely manner to notify the supervisor. Supervisors arrange the work, absolutely must be obeyed first after the appeal