(the "heart" of the Front Office Department)

(1) Staffing: Reservation Supervisor, Foreman, Booking Clerk

(2) Main Functions:

1. Familiarize yourself with the hotel's room rate policy and booking business;

2. Accept the booking of rooms;

3. p>3. Responsible for establishing good business relations with relevant companies, travel agencies and other source units;

4. Strengthen the contact with the reception desk, and provide relevant room booking information and data to the manager of the front office department and the relevant positions and departments of the front desk in a timely manner;

5. Participate in the work of the guest forecast, and provide the superiors with information on the arrival of VIP;

6. Participate in the front office department of the external Participate in the negotiation of the booking business and the signing of the contract;

7. Formulate a variety of booking forms; (monthly, semi-monthly, weekly and the next day guest arrival forecast)

8. Participate in the development of the annual guest room booking program;

9. Enhance and improve the booking records and guest history files. (also known as: "room opening office")

(1) Staffing: supervisor, foreman, receptionist

(2) Main functions:

1. Selling guest rooms;

2. Reception of guests, check-in registration procedures for guests, room allocation;

3. Grasp the dynamics of the residents and information data, control room status;

4. Formulate the daily business of the rooms and other forms;

5. Maintain close contact with the Reservation Office, the Department of Rooms, etc., to keep abreast of the situation of room rentals;

6. Coordinate the work of service to the residents. (1)Staffing: Supervisor, Foreman, Inquirer

(2)Main Functions:

1.Responsible for answering guest inquiries;

2.Receive visiting guests;

3.Handle guest mails in a timely manner;

4.Provide message service (resident's message and visitor's message);

5.Distribute and keep room Key. (Checkout, under the hotel's Finance Department)

(1) Staffing: foreman, cashier, foreign currency exchange clerk

(2) Main functions:

1. Handle the checkout procedures of departing guests;

2. Accept the prepayment for the housing of the guests staying in the hotel;

3. Provide foreign currency exchange and change exchange services;

4. Contact with the cashier of each business department of the hotel to collect and verify bills;

5. Establishing guest account cards and managing the accounts of guests staying in the hotel;

6. Tallying the hotel's business revenue for the day at night and making business reports;

7. Providing storage and safekeeping of valuables for the guests;

8. Being responsible for transferring accounts receivable;

9. Audit the revenue and accounts of the whole hotel at night.

Bellservice/Concierge

(also known as "Lobby Service")

(1) Staffing: Lobby Service Supervisor (Golden Key), Foreman, Greeters, Baggage Clerk

(2) Main Functions:

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1. Welcome guests in the foyer or airport, station;

2. Responsible for the transportation and storage of guests' luggage to ensure their safety;

3. Umbrella storage and rental;

4. Finding people in the public *** part of the room;

5. Lead guests into the guest room and introduce guests to the service items, service features, etc., and publicize them at appropriate opportunities;

6. Distribute guest newspapers, letters and messages;

7. Assist in managing and directing vehicles at the entrance of the foyer to ensure smooth and safe;

8. Answer guests' inquiries and provide guests with guidance;

9. Deliver notification orders;

10. Provide guests with cab summoning and parking services;

11. .Responsible for the guests' other entrusted pending matters. (1)Staffing: switchboard supervisor, foreman, operator

(2)Main Functions:

1.Transferring telephone calls;

2.Providing guests with Wake up Call;

3.Providing Do Not Disturb (DND) telephone service;

4. Answer guests' telephone inquiries;

5. Provide phone call finding service;

6. Receive telephone complaints;

7. Receive telephone message service;

8. Handle international and domestic long-distance telephone calls;

9. Play or eliminate emergency notices and instructions; play background music. (1) Staffing: supervisor, foreman, clerk

(2) Main functions:

1. Provide typing, translation, copying, fax, long-distance telephone calls, and Internet services (business services);

2. Can provide secretarial services according to the needs of the guests;

3. Provide document processing, organizing and binding services;

4. Provide rental services for computers, slide projectors, etc.

5. Provide mail and express mail services on behalf of guests;

6. Provide other services entrusted by guests on behalf of guests. (1) Staffing: supervisor, foreman, receptionist

(2) Main functions: the same as the lobby reception desk, but the service object is basically the guests on the floor in charge. Main functions:

1. Welcome VIP guests on behalf of the hotel, memorize the names of VIPs, handle the main events and record matters related to VIPs and noteworthy guests;

2. Decide whether or not to accept the guest checks and deal with questions and other inquiries about the guest checkout, in accordance with the relevant provisions of the hotel and authorization to deal with;

3. Responsible for welcoming and leading the VIP Guests to the designated room, and introduce the room facilities, do VIP guest departure records, the implementation of every detail of the VIP reception;

4. Responsible for dealing with locks, key change and make a good record;

5. Responsible for dealing with the room department room statement with the reception of the room has an error and personally lock the room;

6. Responsible for dealing with the guest's complaints, in order to my Knowledge of the hotel and for guests to solve the problem of psychology, for the sick or outside the accident guests to arrange for care or hospital matters;

7. Emergency time, must (without consulting superiors) to take the initiative to make the decision to direct; with the security department and the reception to contact, to get the information to make the "outside" or "sick guest". "Sick guest" emergency report;

8. should try to participate in the reception work, to understand the day and later room sales, inspect the hotel inside and outside to ensure that the normal operation of all functions, and timely elimination of hidden dangers;

9. with the guests to talk to the process of the hotel facilities can be appropriate to promote;

10. Obedience to management personnel (such as general manager, deputy general manager, assistant general manager and immediate superior) arrangements;

11. With the security staff and the engineering department to review the alarm room area;

12. With the financial staff to cooperate with the collection of guests still staying in the hotel arrears in the collection of accounts, if necessary, can be commanded to assist the work of personnel from other departments;

13. In case of dangerous accidents (such as fire, banditry, etc.) and there is no senior management can be requested, appropriate decisions should be made, the need to evacuate the guests depending on the situation.