1, welcome to the plan
Need to know the customer situation: according to the notice from the front desk, know the customer situation as detailed as possible; To achieve "seven knowledge and three understanding": understand the reception unit, number, nationality, identity, life characteristics, reception standards and sanitary conditions; Understand the arrival (departure) time of guests, understand the time of cars, ships and flights, and understand the religious beliefs of guests.
Room layout: according to the guests' religious beliefs, life characteristics, standards and specifications (whether the room layout meets the specifications should be checked).
Floor welcome: A. Welcome service: welcome guests at the elevator entrance, guide guests into the room, deliver welcome tea, and introduce room facilities and service items. B. Baggage distribution: Assist the bellboy to distribute the guest's luggage (team) to all rooms. ?
2. The wake-up service program receives the wake-up call from the guest:
Answer the phone within three rings.
Greet guests according to standard procedures and announce their names.
Ask for the room number, name and wake-up time.
Repeat the guest wake-up request, and wish you good night after being confirmed by the guest.
Tell the switchboard the wake-up request, tell the other party the wake-up request and ask the other party to confirm it. Fill in the wake-up record, fill in the room number, name, wake-up time and notify the relevant personnel. ?
Hotels (also known as hotels, hotels, inns, hostels, business trips, inns, hotels in Taiwan Province Province, hotels in Hongkong, Macau, Malaysia, Singapore and other places. ) is basically defined as a business organization that provides a safe and comfortable space for users to have a short rest or sleep. Generally speaking, it is a place for guests to stay and eat.
Specifically, a hotel is an organization that provides services to its guests through the sale of rooms, restaurants and comprehensive service facilities, taking its buildings as evidence, so as to obtain economic benefits. The hotel mainly provides accommodation services, living services and facilities (bedtime services), catering, games, entertainment, shopping, business centers, banquets and conferences for tourists.