Hotel reception process and standard speech is as follows:

One, the hotel reception process:

1, the reception of casual guests to check in procedures and notes: when the guest enters the hall, two meters away from the main desk, you should look at the guest, smile to the guest, and greetings. If you are answering the phone, you only need to look at the guest, nod and smile, signaling the guest to wait; if you are dealing with the documents at hand, you should always pay attention to the arrival of the guest.

2. Confirm whether the guest booking. If the guest booked the room, ask the guest to wait a moment, and according to the name or unit used by the guest booking to find the booking form, check with the guest; such as the end of the guest booking, there are rooms available, should be introduced to the guest can be rented to the type of room, price, location.

Waiting for the guest to choose, and answer the guest's inquiries, there is no vacancy, should apologize to the guest, and introduce the guest to the nearby hotel situation, ask if you need help, can help them contact. If the guest is just inquiring, not staying, should patiently answer the guest's inquiries, and welcome the guest to visit.

3, check-in registration. Hold the upper end of the accommodation registration form and the lower end of the pen at the same time, hand it to the guest and ask him to fill in. Verify that the person's ID is the same, scan the ID and save it.

Verify whether the accommodation registration form is filled in completely, if there is any missing item or unspecified situation, you should ask or complete it according to the documents. If the guest has no valuables to deposit, ask him/her to sign on the lower right corner of the registration slip. And record the license plate number. Confirm the payment method (pending, credit card, cash).

Second, the hotel reception standard speech:

Telephone booking:

1, Mr./Miss, hello!

2, Mr./Miss, may I ask your name?

3, Mr./Miss, our hotel has ordinary single room, deluxe standard room. Which one do you need?

4, Mr./Miss, your room we reserve for you at the latest until 18:00 the same day, if there is any change in your reservation information, please contact us in time.

5, Mr./Miss, your booking information has been confirmed, what else can I help you?

When receiving the check-in:

1, How can I help you?

2. Do you have a reservation?

3, have a reservation: Mr. / Miss your name?

4. What is the phone number of your reservation?

5, Mr./Miss, please wait, I check your booking information for you.

6, I wish you a pleasant stay!