Front desk preparation plan and articles: 1. Basic principles of lobby setting Although lobby setting is constantly updated with the development of hotel industry, all kinds of hotels have highlighted their own characteristics in lobby design, but lobby design should follow these basic principles to facilitate lobby operation. (1) Economical lobby is generally located in the lobby of a hotel, which is a valuable place of the hotel. Hotels can make full use of this hope to help you-the place with the largest passenger flow, set up profitable facilities. Therefore, the setting of the front hall should occupy as little lobby space as possible. (2) The setting of the security lobby follows the principle of safety. On the one hand, it means that the setting of the front hall must ensure the safety of the "cashier room" and prevent things that are harmful to the hotel's cash and accounting activities; On the other hand, the design of the front hall should be able to keep secrets for the guests, and the guests should not be easily informed of the situation of other guests. Therefore, the front desk of the hotel is mostly linear and semi-circular, with fewer circles. (3) Obvious The location of the lobby should be obvious, that is, the visibility of the lobby is relatively strong. Guests can find the lobby as soon as they enter the hotel, and the staff in the lobby can also see the passing guests entering and leaving the hotel lobby. If the front hall of a hotel is not easy to be found by guests, then its setting is unreasonable. In addition, the obviousness principle of the front office also includes clear Chinese and English signs for all business halls at the front desk. (4) Attention should also be paid to the connection of each work link in the setting of the favorable lobby to ensure the improvement of the receptionist's work efficiency and save the time and physical strength of the guests. The front desk of most hotels is designed around the "room control rack". This method is most conducive to improving the reception efficiency in the front office. "Time and motion research" is an essential work in the design of the front hall. (5) The aesthetic lobby should not only complete the check-in procedures of the guests efficiently and accurately, but also leave a deep and good image for the guests. Therefore, the layout, lighting, color and atmosphere of the front hall can not be ignored. 2. Basic standards for setting up the lobby Although the size of the lobby is influenced by factors such as the nature, scale and location of the hotel, the lobby size of a general hotel should meet the following basic standards. (1) Height and width of the lobby In western countries, the height of the hotel lobby is usually 1.0 1 m, and the width is 0.7 m. Too high or too low is not conducive to the reception work of the lobby. (2) The length of the lobby is usually influenced by the scale and grade of the hotel. Generally, it is calculated according to the number of beds. In European countries, it is estimated that each bed needs 0.25 meters. The United States also has the following calculation standards, as shown in the following table: lobby length calculation table number of rooms counter length service desk and office area 503.0m21004.5m9.5m2 2007.5m18.5m2 40010.5m3 0.0m2 In addition, hotel lobby area is closely related to the number of rooms. In general, the main hall or lobby (including lobby) of a hotel covers an area of 0.8 ~ 1.0m2 per room. In a word, the setting of the front desk is the basis of the front desk business operation, and once the front desk is built, it is difficult to change, so a feasibility study must be carried out before setting it. 3. The composition and environment of the lobby The decoration, lighting and layout of the lobby must be distinctive, reflecting the hotel's level, service characteristics and management style, attracting guests and having a quiet atmosphere. More importantly, the layout of the lobby should take into account the needs of hotel management. (1) The lobby of a hotel usually consists of the following parts: ① Hotel Gate The front door of the hotel consists of a main entrance and a side door. The appearance of the front door should be novel, distinctive and attractive to guests. Most hotels use glass doors as the main entrance. The glass door of the hotel should be made of glass with appropriate thickness, strength and color, and installed firmly to prevent the glass from falling and hurting the guests. Glass doors should have eye-catching Chinese and English and graphic signs, and the brand name, emblem and star logo of the hotel should be eye-catching and beautiful, which is not easy to be blocked by passing vehicles. The main entrance of most hotels is divided into two doors, which is convenient for guests to enter and leave, and the doorman can provide door opening service for guests. You can also add more doors according to the size of passenger flow, and open one or two side doors on both sides of the main entrance to facilitate the luggage of restaurant employees and group guests to enter and leave the hotel. Automatic induction door Hotel is installed at the main entrance, and the side door should be opened manually at the same time to prevent guests from entering and leaving the hotel when the induction fails. Some hotels use double doors, that is, two doors with a certain distance. When the inner door is opened, the outer door is closed, and when the outer door is opened, the inner door is closed, which can save energy. In hotels with revolving doors as the main entrance, the performance of revolving doors should be reliable and the screws should be firm to prevent guests from being pinched. For safety reasons, the main entrance of the hotel should be closed at night, leaving only the side door. There should be a space for guests to get on and off in front of the hotel gate, a return lane and a parking lot to make it convenient and safe for guests to get in and out, and there should be enough space outside the gate to temporarily place the luggage of guests entering and leaving the store. Some hotels also designed small gardens and fountains in front of the main entrance, leaving a good first impression on guests. Wheelchair access for the disabled should also be set next to the front steps to facilitate the disabled to enter the shopping mall. Carpets are usually laid at the gate for guests to enter the lobby after cleaning their soles, so as to keep the lobby clean and prevent wet shoelaces from slipping into the lobby. An umbrella stand should be set beside the side door for guests to store their umbrellas. In the open space outside the hotel gate, flagpoles, usually three, should be set up to hang the store flag, the national flag and the national flag of the country where the head of state is staying at the hotel. ② The style and area of the lobby in the public activity area must be suitable for the scale and star rating of the hotel, and the lobby should have enough space for guests' activities. (3) There are multiple service counters in the counter hall, and the layout of the counters must be consistent with the overall style of the front hall and meet the service requirements. (4) The public facilities hall should be equipped with public facilities such as public telephones, and the higher-end hotels should also be equipped with computers for guests to inquire about the location and time of hotel service facilities. ⑤ Toilets and cloakroom halls should be equipped with toilets clearly marked with Chinese and English characters and graphics for male and female guests. Toilets should be spacious, and toilet paper, facial tissues, soap, hand dryers, small towels, shoe polishers and other items should be complete. The toilet should be clean and have no peculiar smell. In a word, the lobby guest activity area, hotel staff activity work area and in-store service point work area of off-site units can give full play to their efficiency, and the guest elevator, hotel staff elevator and luggage elevator should be set separately. (2) the environment of the front hall ① The front hall should have suitable light to enable guests to move in good light and employees to work in suitable light. It is best to let in a certain amount of natural light in the hall, and at the same time, it is equipped with different levels and types of lights to ensure good lighting effect. Guests enter the hall from outside the gate, from bright lights to dim lights. If this turn is too fast, the guests will feel uncomfortable and can't open their eyes. Therefore, the intensity of light should change gradually. In order to make each guest's eyes gradually adapt to the change of light intensity, different types, different brightness, different levels and different lighting methods can be used to meet the above requirements with natural light. ② The environmental quality of the color lobby is also influenced by the color of the lobby. Floor, wall, chandelier, etc. The main activity area of guests in the lobby should be mainly warm colors to set off the luxurious and warm atmosphere. The service environment in the lobby and the sofa where the guests rest should be a little cooler, so that people have a quiet and peaceful state of mind, meet the requirements of the waiter's work and the guests' rest on the environment, and create a unique quiet and relaxed atmosphere in the lobby. (3) The temperature, humidity and ventilation hall should have a suitable temperature. Hotels can generally maintain the temperature of the lobby at the optimal temperature required by human body through a single air conditioner or central air conditioner, which is generally 22℃ ~ 24℃, and with a suitable temperature (40℃ ~ 60℃), the whole environment is more suitable. People in the lobby are concentrated, with high density, frequent people coming and going, and high oxygen consumption. If the ventilation is not good, people will feel sultry and oppressive. Ventilation equipment and air fresheners with good performance should be adopted to improve the air quality in the lobby and make it meet the requirements of human body. ④ There are many sound sources and the volume is high. If the noise is too concentrated, it will exceed the comfort limit of people, making people restless, prone to mistakes, excitement and quarrels, and reducing efficiency. Therefore, when building the front hall, we should consider using materials such as sound insulation board to reduce noise. When talking at work, hotel employees should try to speak as quietly as possible, and sometimes they can even use some body language instead of talking (such as greeting distant colleagues with gestures). We should try our best to improve work efficiency, so that guests will not stay in the lobby for a long time during peak hours and destroy the quiet atmosphere of the lobby. Hotels should play relaxed and pleasant background music as much as possible to reduce the harm of noise to guests.