Personal staff in the front office should also be extraordinarily strengthen their own sense of service, and strive to be enthusiastic, meticulous, thoughtful; to be generous, courteous, smiling; to have good language and expression skills, love and dedication, conscientious and responsible to do their jobs. In order to make customers feel at home, the staff must practice the basic skills, according to the hotel regulations, to be clean and tidy, polite and generous, to give people a sense of cordiality, from all aspects to improve personal qualities.
2, room sales management
One is good at recognizing people. Excellent front office staff, from the moment guests enter the store door, in the simple process of welcoming guests, should be wise to recognize people, and different people, using different marketing strategies, try to achieve sales purposes. Front office staff in the negotiation with the guests, should make the guests feel that the hotel sales products are value for money. In the process of negotiating room rates, the front office staff's responsibility is to guide the guests and help them to make a choice.
In the offer to the guests, according to the characteristics of the guests to propose different prices for choice. Guests show hesitation in the choice, employees can ask questions to understand the characteristics and preferences of the guests, analyze their psychology, patiently targeted introduction, to eliminate the guests' doubts, and the use of sales techniques to help guests make a choice. Even if the sale is unsuccessful, it is important to thank the guests for their visit and welcome them back.
Once the guest has made his choice, he should express his appreciation and gratitude for the guest's choice, and immediately follow up the procedures for the guest, and try to shorten the guest's waiting time. This kind of staff, to rely on the usual training and training. The use of a large number of cases and scenarios teaching methods to guide and exercise the staff's insight, and in practice to enhance their ability.
3, booking management
Reservation of the front office is a very important work. In order to do a good job of booking, you need to put the following levels.
One is to accept reservations. First of all, we must consult the control book or computer, such as availability, then immediately fill out the reservation form. And indicate the name of the guest, the date and time of arrival and departure, the type of room, price, settlement and meal standards, types and other items.
The second is to confirm the reservation. After receiving the guest's booking request, the guest's booking should be immediately compared with the hotel's future utilization of rooms, to decide whether to accept the guest's booking, if it can be accepted, the guest's booking should be confirmed.
Third is to reject the reservation. If the hotel can not accept the guest's reservation, the reservation should be politely rejected, and take the initiative to put forward a series of options available to the guests of the proposal.
The fourth is to check the reservation. In order to improve the accuracy of the booking and the hotel's room rate, before the guests to the store, we should check with the guests several times in advance, ask whether the guests can arrive as scheduled? Are there any changes in the number of guests, time and requirements? Checking is usually done three times