what are the main tasks of hotel reception?

Responsibilities of the receptionist

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 reservation form sent by the sales department or other departments;

3. Timely carry out data processing such as scheduled changes and cancellations according to work standards and procedures;

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

5. Go through the check-in formalities for the guests and arrange rooms to meet the reasonable needs of the guests as much as possible;

6. Go through the formalities of changing rooms, adding beds and staying for the guests;

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

8. Fill in, enter and count the registration forms of individual guests and teams 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;

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

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

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

13, assist the cashier at the front desk to do the checkout work for the guests;

14. Complete other tasks assigned by the manager.

Front desk reception, also known as administrative front desk, corresponds to "administrative backstage" and belongs to the jurisdiction of the company's administrative department. It is one of the typical positions of modern enterprises, belonging to the company's facade facing the outside of the company, representing the image of the company, and must have a good image and temperament. The number of people in this position must be at least 2.

it is usually mainly responsible for the customer's visit, registration, telephone transfer and other affairs, welcoming guests, judging the guests' intentions, handling relevant formalities, answering calls and paying a return visit to common problems. About the daily work of the hotel receptionist

morning shift work

? Check gfd and standardize his post

? A) check the daily activity report carefully

? B) do you know whether there are VIP or hotel reception rooms reserved or staying

? C) Understand the conference information and check the number of conference rooms

? D) read the log book carefully, understand the items to be completed in the last shift, and then sign it for approval.

? E) check the records of key collection and return of each department, and put the keys in different categories

? F) check the reservation status of the day, enter the reservation into the computer, and learn about the reservation status in recent days

? G) check the room state to ensure that the room state is correct

? H) check the pre-departure guests on the same day and inform the cashier

? I) issue meal vouchers according to the list of staying guests, and issue meal vouchers for guests who have breakfast

? J) Confirm that the hotel guest information and room rate are complete and correctly entered into the computer

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

? 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

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what does the middle shift do

? Check gfd and standardize his post

? A) check the daily activity report carefully

? B) Understand the meeting information and check the number of rooms for the meeting

? C) oral and written handover

? D) check the key records of all departments

? E) sort out the reservation and estimate the house sales status on that day

? F) check the room state to ensure that the room state is correct

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

? H) Confirm that the information of the hotel guests and the room rate are complete and correctly entered into the computer

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

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

? K) hand over the next unfinished business and follow up

? L) keep in touch with the next colleague at any time

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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 rooms for the meeting

? C) oral and written handover

? D) check the key records of all departments

? E) sort out the reservation and estimate the house sales status on that day

? F) check the room where the meal voucher has not been opened, and make it up

? G) confirm that the hotel guest information and room rate are complete and correctly entered into the computer

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

? I) has the call-up time requested by the guest been notified to the switchboard

? J) Sort out the reservation records on the same day, and learn about the house sales on the next day. What is the work content of the reception at the front desk of Jinjiang Inn?

1. Check-in and check-out, 2. Exchange foreign currency, 3. Pick up goods at the front desk, 4. Stock luggage, 5. Check-in for online guests. What are the reception etiquette of the hotel front desk?

As a receptionist of a 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, be natural and keep 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, within 11 minutes before going to work and 11 minutes after the start of off-duty, stand and smile at the people who get on and off work, pay attention and take the initiative to greet them. Receiving visitors When a guest visits, you should stand up and bow. Smile, greet warmly and actively, and use polite expressions: "Hello, what can I do for you?" Listen patiently to the guests' intentions and actively help them according to their needs. For the guest's consultation, you should listen carefully before answering. Be patient when answering questions. If you can't answer accurately, you should apologize. "Sorry, please wait a moment, I'll ask for you." After asking, you should give feedback to the guests. After verifying the visitors, guide them into the relevant areas. Do a good job in the registration of visitors (according to company regulations). Foreign salesmen 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 phone you want is busy or nobody answers, please call back 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 paper and pens beside the telephone, provide message service on your own initiative, and be ready to record guests' requests and help solve problems at any time. In particular, the name, telephone number, time, place, reason and other important matters of the guests are carefully recorded and conveyed to the relevant departments and responsible persons in time. When answering the complaint phone, we should pay more attention to using polite language, actively help customers solve the difficulties and problems they encounter, and be positive and kind. Timely transfer customers' opinions to relevant departments and responsible persons or take the initiative to leave customers' phone numbers to help contact and actively find ways to solve problems; If the other party has dialed the wrong number, or does not know who to call, he should explain politely and enthusiastically 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, basic interrogative sentence patterns can be divided into the following four types:

1. May I ~

2. Could You ~

3. Would You ~

4. Shall I ~?

as long as you understand these four basic sentence patterns, you can handle most business situations.

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

May I have your name, please?

May I have your check-out time, please?

when will you check out?

May I see your passport, please?

may I see your passport, please?

May I know your nationality, please?

what is your nationality, please?

2. You can use could you ~

could you fill out the form, please?

would you please fill out this form?

Could you write that down, please?

would you please write it down?

Could you draft the fax, please?

would you please write down the draft of the fax?

Could you hold the line, please?

would you please hold the line?

3. You can use would you ~

would you like tea or coffee when asking about the guests' preferences or what to do?

would you like tea or coffee?

Would you like to take a taxi?

would you like to take a taxi?

Would you mind sitting here?

would you mind sitting here?

** As long as you add "Would you ~" after the question words, you can ask most questions.

When would you like to visit Foshan?

when would you like to visit Foshan?

When would you like to have lunch?

where would you like to eat?

What time would you like to eat?

when would you like to have your meal?

Who would you like to contact?

who do you want to contact?

Which kind of room would you prefer?

what kind of room do you prefer?

How would you like to settle your bill?

how do you handle your bill?

How long would you like to stay?

how long are you going to stay?

How many tickets would you like to buy?

how many tickets do you want to buy?

4. you can use Shall I ~ or Would you like me to do ~ when giving advice and soliciting opinions?

Shall I draw the curtains?

do you want me to close the curtains?

Shall I draw you a map?

would you like me to draw a map for you?

Shall I make the reservation for you?

would you like me to make an appointment for you?

(2) Greetings

Good morning. (used before noon)

Good afternoon. (used before noon to 6 p.m.)

Good evening. (used after 6 p.m.)

Follow these greetings with sentences, for example:

Good Morning, sir. Are you checking-.

good morning, sir. would you like to check out?

Good Afternoon, Sir. Wele to Foshan ElectricalHotel.

Good afternoon, sir. Welcome to Foshan Electronic Hotel

Good evening, Ms. May I help you?

good evening, miss. can I help you?

You can also add your own hotel name and department name, such as

Good Morning, Sir. This is the front desk. May I help you?

good morning, sir. This is the Front Desk, may I help you?

(3) Answer

1. General answer

I see, sir.

I see, sir.

surely, sir.

yes, sir.

2. Ask the other party to wait a little longer

Just a moment, please.

Please wait a moment.

Thank you for waiting.

thank you for waiting, sir.

I am very sorry to have kept you waiting.

I'm sorry to have kept you waiting.

Could you wait a little longer, please?

would you please wait a moment?

3. When you bother a guest or refuse a guest's request

When you refuse a guest, don't say "No" outright, but be tactful.

I am afraid I can't do that.

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

excuse me, sir. please let me pass.

excuse me, sir, please let me through.

4. Apologize

If it is your own fault, just say "I am sorry."