Excuse me, what is the daily work content of the ordinary front desk reception in the hotel? And what are the daily rules of conduct? (detailed)

code of conduct for reception staff

1. Manners

1. The staff of this department mainly serve in a standing manner. All-night staff can sit down after one o'clock in the morning, but if there are any guests, they need to stand up immediately to serve them.

2. The correct standing posture is to naturally separate your feet shoulder-width, keep your head straight and your shoulders flat, keep your eyes straight ahead, hold your chest out and tuck in, and do not stagger, lean forward and lean back in the business area, or stretch your back or hunch over at night.

2. Instrument

1. Body, face and hands must be clean.

2. Don't eat food with strong smell before going to work.

3. Hair should be washed regularly and neatly, without dandruff.

4. Female employees should put on makeup when they go to work, but no heavy makeup is allowed.

5. Do not wear ornaments (except wedding rings), grow long nails or apply nail polish.

6. You must wear the work number plate correctly.

7. Personal items, such as medals, pens and paper, should not be exposed on the uniform coat, sleeves and collar.

3. Expression

1. Smile is the minimum expression you should have.

2. show enthusiasm, kindness, truthfulness and friendliness to the guests, and show sympathy when necessary, so as to be cheerful, full of emotions and neither supercilious nor supercilious.

3. When talking with guests, pay attention to the other person's eyes and give corresponding responses from time to time.

4. Don't put your hands on your hips, cross your chest, insert your underwear or put them around at will. Don't scratch your head, scratch your ears, pick your nostrils, knock on the table, knock or play with other things within the business scope.

5. Walk quickly, but don't run. When two people walk side by side, they are not allowed to shoulder and arm in arm. It is necessary to walk on the left when meeting guests.

6. You should let the guests go first, and don't walk between two people. If you ask the guests to make way, you should say sorry, and you should not be rude and rude.

7. wear uniforms in the business area, and do not hum, whistle or shake your feet.

8. Do not tidy up your personal clothes in public.

9. don't put anything under your arm.

11. You should not look at your watch often in front of guests.

11. When coughing or sneezing, turn back and say sorry.

12. Don't talk and laugh, talk loudly, shout, throw things around or touch things, and make unnecessary noises.

13. Don't point your finger or pen at the guest or give directions for the guest.

14. Pay attention to self-control and pay attention to your words and deeds at any time.

15. When talking to you, guests should concentrate and listen attentively, and don't look around and be absent-minded.

16. Don't show bored, cold, angry, stiff, nervous and scared expressions when serving guests. Don't make faces, stick out your tongue and blink.

17. When employees make phone calls or talk with guests in service work, if a guest approaches, they should immediately signal that they have paid attention to his arrival, and can't wait for the guest to speak first.

18. Don't swear when a guest is around on the phone, and don't argue loudly with others on the phone.

4. Manners

1. Tone should be natural, clear, soft and kind, don't put on airs, and the volume should not be too high or too low, lest the guests can't hear clearly.

2. When talking with more than three people, you should use a language that you both understand, and don't make too many jokes.

3. Pay attention to art, use honorifics, and pay attention to "please" and "thank you".

4. Don't contradict or satirize with any excuse. Sarcasm at the guests.

5. Pay attention to address the guest's surname, and address him as "Mr" or "Miss" before the unknown surname.

6. When referring to a third party, you should say "that gentleman" and "that lady" instead of "he" or "she".

7. Say thank you when you receive anything from a guest.

8. when a guest says "thank you", he should answer "you're welcome" instead of giving no response.

9. Say hello to the guests.

11. Never say "hello" or "I don't know" at any time.

11. Guests who leave the front must say "Please wait". If you leave for a long time, you should say "sorry to keep you waiting" when you come back, and you can't start the service without saying a word.

v. Telephone

All incoming calls must be answered within three rings.

1. Say hello before answering the phone, report to the company and say, "What can I do for you?"

2. Pay attention to the posture of holding the phone when answering the phone. You need to talk to others halfway, cover the receiver with your other hand, take notes when necessary, and repeat it to the other party at last.

3. Be sure to let the guest hang up before hanging up. Never throw the receiver hard at any time.

4. Don't talk loudly about personal calls in front of guests. If you meet guests, you should immediately end the personal calls and serve them.

VI. Others

1. Do not bring people or accompany people into the guest room area unless it is necessary for work or the manager agrees.

2. The meal time at work should be arranged by the supervisor.

Job responsibilities and work flow

1. Reception Manager

Job responsibilities

Be fully responsible for the daily work of the reception desk and supervise the reception desk to provide high-quality and efficient reception services for guests.

Work content:

1. Attend the regular meeting of housekeeping department and front desk department, and complete the uploading and distribution.

2. Arrange the daily work of the reception desk, ensure the normal operation of all links and provide high-quality and efficient reception service for guests.

3. supervise the daily work of the reception desk, ensure the normal operation of all links and provide high-quality and efficient reception services for guests.

4. Deal with the complaints about the reception desk.

5. Coordinate, communicate and cooperate closely with other departments.

6. Organize regular training for subordinates to improve the quality of employees.

7. Complete other tasks assigned by superiors.

Second, the reception desk foreman

Job responsibilities

1. Assist the reception desk manager to manage the daily work of the reception desk and be responsible for the reception service quality of employees to customers.

2. Do a good job in the ideological work of subordinates, arouse the enthusiasm of employees, and accomplish all work tasks and indicators with high efficiency and high quality.

3. Check subordinates' gfd, service quality, work progress and discipline implementation.

4. Help subordinates to solve problems in their work.

5. Care for subordinates, unite and forge ahead, and coordinate and communicate the relationship between employees.

6. check the maintenance and use of the necessary work items and equipment at the reception desk, and supplement and apply for maintenance in time.

7. Be responsible for checking and modifying all kinds of house prices.

8. do a good job of scanning and reporting the check-in guests.

workflow

early shift

1. Check the printing and binding of the previous day's report.

2, check the receptionist gfd and office hygiene.

3. Be familiar with the handover contents and sign it.

4. check the expected arrival list and the categories of houses that can be sold, and communicate with the reservation department about the selling strategy for the day.

5. Check whether there are meetings, groups and VIPs staying or booking, and write down the work priorities of the day on the blackboard.

6. Give the reception staff an early meeting, assign work tasks, and introduce work priorities and work contents.

7. Write the work contents of the day in the work log of the reception desk, check the "Communication Book between Reception Desk and Cashier" and "Scanning Registration Book", and submit these three books to the superior for review.

8. Pay attention to various reports or expected arrival tables at any time and accurately convey the information to the receptionist.

9. if there is a VIP reservation, prepare the VIP room card, RC, envelope and KEY after the room is discharged from the reservation department, and inform the AM that the preparations are ready.

at 11: 11 and 1: 1：11PM, arrange people to follow out of the store, make good preparations for the keys of the pre-arrival group, and report the results to the director within a limited time, at the same time, check the results of following out of the store.

at p>11 and 3: 31pm, inform AM, HOUSEKEEPING and cashier to have a communication meeting.

communicate with the night shift foreman at p>12: 11 and 4: 11, and carry out the shift change.

13. Organize employees to have a meeting before and after work, and explain the work priorities and contents of the day.

14. If the shift has been handed over and the list has been checked, employees can be arranged to leave work.

middle shift

1. Hand over the shift with the foreman of the early shift, record the things that are not fixed, and let everyone know at the meeting before and after the shift.

2, 6: 31pm to postpone, and arrange the "manager's duty room".

3. Check the input of the list of groups.

at 4 and 9: 31, print the account report and report it to the account.

at 5: 11: 11：11PM, check the house price and the shift book, and solve the wrong house price and the unfinished shift in time.

at 6: 11: 31pm, communicate with the switchboard for group M/C, and make a shift change for the unfinished M/C time.

at 7: 11: 11pm, register all the remaining RC's and submit them to the cashier for signature.

communicate with the cashier at 8: 11: 31pm, and handle any problems in time.

9. notify each receptionist to check the bill and check whether there are RC and credit cards left inside and outside the COUNTER.

in addition, if there is a large conference to check in the next day, it is necessary to arrange personnel to check the backup KEY and prepare the key in advance if necessary.

The above work is the routine business of being a class teacher every day. Besides, being a class teacher should also deal with problems that occur at any time in time. For example, the class teacher should check the scanning work at any time to ensure the reporting rate of 111%.

3. Receptionist

Responsibilities

1. Obey the work arrangement of the reception manager and director.

2. Exceptional and special matters must be reported to the superior.

3. Accept any work assigned by your boss at any time.

4. do a good job of collecting and archiving information about guests, and check the relevant information.

5. receive guests, deal with the difficulties and requirements of guests in the hotel in time, and provide necessary assistance for corresponding services.

6. provide inquiry service, but remember not to tell others about the guest information casually.

7. print various business reports.

8. Pay attention to all kinds of publicity activities in the hotel.

9. promote the facilities and services of guest rooms and hotels.

11. attend the receptionist's regular meeting, solve problems in time, and carry forward the sense of ownership and responsibility.

Work flow

Early shift

1. Check your gfd according to hotel regulations, be full of energy and arrive at work on time.

2. sign and read the shift book, check the keys (including the keys for storage) according to the work requirements, take over with the staff of the previous shift, and find out what work needs our help to solve, as well as the room reservation situation of the day, especially the VIP guests (including staying and arriving in advance).

3. The staff who are on duty at the counter should first clean up the table top and supplement the necessary items such as check-in registration card and room card.

4. Go through the check-in procedures for individual customers and groups.

5. print an OC form after 12:11AM and check out.

6. assist the reservation department to accept the guest's personal reservation under the available room amount, fill in the reservation form and submit it to the reservation department for computer input.

7. follow the discount or transfer, fill in the discount form or transfer form to the cashier, and then modify the computer data. for rooms that leave late after the check-out time, you must fill in the miscellaneous fee receipt to charge the cashier for rent.

8. During the shift, the unfinished work or special matters should be written in the shift book.

9. check the key and hand over the shift with the succession staff.

middle shift

1. Same as the first point of morning shift.

2. The second point is the same as the morning shift.

3. Assist in the check-out procedures of the guests, fill in the miscellaneous fee receipt and add rent to the cashier when necessary, and strictly implement the system of late check-out.

4. go through the check-out procedures for individual guests and groups, strictly implement the check-in system with valid documents, carefully check the registration information of guests, and do a good job of reporting to the household registration.

5. print the "account declaration form" to report the account.

6. Item 6 is the same as Item 8 of the morning shift.

7. make NO SHOW CHARGE

8. item 8 is the same as item 9 of the morning shift

all-night shift

1. items 1 and 2 are the same as the morning shift.

2. receive the guests at night and deal with the problems that occur at night, especially remember that if there is an emergency, you must inform the

assistant manager of the lobby immediately for handling.

3. check the key before the day-end, print the "rent analysis statistics table" and check the report, and notify the night check to make the day-end.

4. print and make the business report according to the specified time, and arrange, assign and bind it.

5. Same as 8 in the morning shift.

6. sign for the keys of each department.