1. Efficient and orderly work:

At the reception desk, the first and last service steps should be orderly and efficient. The first guest should be drunk, the second guest should ask questions, and the third guest should greet for a long time and say "Sorry, please wait a moment". If there are many people when you check in, you must keep calm and orderly when you open the room, give a good explanation, and increase the number of people at the front desk when necessary to avoid keeping the guests waiting for too long.

2. affable attitude: the guests received should be affable, soft-spoken, staring at the guests and articulate.

3. Warm and quick service:

The service at the reception desk is busy and changeable, and the guests are varied. Therefore, the work of the reception desk should be warm, fast, hospitable, elegant and polite, which will help to influence and determine the time for guests to stay in this hotel. If the staff at the reception desk are cold or rude to the guests, they will alienate them and even make them dissatisfied or leave early.

4. Good manners and posture:

The front desk service is mostly standing service. You can't sit down until after one o'clock in the morning. If the guests come, you have to stand, so you have to have a good posture, don't lose your temper and stagger.

5. The spirit must be concentrated:

You should concentrate on your work and don't make mistakes. The guest's name must be clear. You shouldn't answer the phone when serving food. In your post, you shouldn't just talk to familiar guests for too long. Don't deal with several things at the same time, and you will make mistakes when you are distracted.

6. Learn to observe the guests:

People come and go in the hotel, and the receptionist at the reception desk should learn to observe and record the personal information of the guests for future use.

7. Treat guests equally:

Treat guests equally, take care of important guests or regular customers quietly, and make him feel different and have a sense of superiority, that is, be valued and respected. In fact, every guest is looking forward to receiving a unique reception from a private person or individual.

8. Strive to fulfill all commitments:

To fulfill all your promises to your guests, you should tell them directly and sincerely what you can't do, indicating that you have tried your best, but you can't solve it. At the same time, you'd better introduce other places that can meet the requirements of the guests.

9. Handling guest complaints:

Some new guests' complaints should be dealt with in time. For example, when there are some service and equipment maintenance problems, you should apologize first, then thank the guests for reflecting the matter and say that these problems will be reported to the relevant departments for correction immediately. The specific measures are as follows: the form of superiors is to record in the complaint or report to the manager. At the same time, the hotel can take necessary measures to correct the problem and prevent such problems from happening again. If the guests are still not satisfied with the maintenance of the equipment in the store, they should seek help from their superiors so as not to make them dissatisfied.

10. Calm and alert, improvise:

The receptionist should be resourceful and be good at handling things. When guests live in the store, unexpected situations often occur, such as sudden illness, and they will turn to the front desk for help if they can't book tickets. Therefore, the front desk staff should have the ability to deal with all kinds of accidents at any time, give full play to their wisdom and handle them properly, so as to be calm in the face of chaos, calm in the face of crisis and have a door to handle affairs.

2. Work etiquette at the reception desk

The work of the front desk is extremely complicated, but it can be simplified into seven basic processes: 1, reservation, 2, check-in, 3, room status, 4, guest account, 5, check-out, 6, checkout, 7 and guest file. Each process corresponds to a specific link in the guest circulation process.

(A) scheduled etiquette

* Clarify the nature of the guests: booking groups, booking individual guests and sporadic individual guests can realize room allocation and pricing, and prepare registration forms for guests.

* Enthusiasm of Reservation Department staff: The civility and politeness shown by Reservation Department staff in performing their duties helps to form a good first impression on the hotel.

* Booker's quotation requirements: serious quotation is also respect for guests, first of all, we must explain the reasonable rate; Secondly, explain the cost of some extra services or pleasant environment; Third, verify whether the hotel has the shortest stay time, which will affect the guest's time; Fourth, verify whether the hotel has any special sales advertising activities that affect the guest's check-in time; Fifth, we should explain the reasonable foreign exchange rate.

* Accept or reject the reservation: fill in the reservation registration form, and the reservation clerk can accept the guest's reservation and compare it with the reservation requirements and the available rooms on the day of arrival. If you refuse to make a reservation, you should treat the guest with a good, sorry and understanding attitude, first address the guest by his last name, and then tell him that the room is fully booked and cannot be arranged, so as to win the guest's understanding. After the guest understands, the next step should be to suggest that the guest make some changes according to different situations, such as room type, date, room number and so on.

* Confirm the reservation: After accepting the reservation, it must be confirmed. First of all, make clear the reservation requirements of the guests. Second, the hotel reached an agreement with the guests.

* Modify the reservation: if you change the reservation contents, such as arrival and departure time, number of rooms, number of people, owner's name, cancellation of the reservation, etc., you must fill in the change form every time you modify it and keep it correct.

* Cancel the reservation: We must be very careful when handling the cancellation of the reservation, because if we wrongly charge the guests who cancel the reservation, the hotel will be in a passive position and will also make the guests feel dissatisfied.

* Booking error: 1, recording error: including incorrect arrival or departure date, misspelled guest's surname and first name, or reversed name, which is very disappointing. When you enter the palace, you should apologize sincerely at once. 2. One-time record: after obtaining some information records from the guest's reservation form, the front clerk should repeat the records to avoid mistakes. 3. I forgot to file it. 4. No technical terms were used: due to misunderstanding of technical terms and jargon for describing different rooms and services, some mistakes occurred.

(2) Check-out etiquette

* Gentle and courteous: When guests check out, they should be gentle and polite, not rude or unhappy, enthusiastically introduce the relevant check-out regulations, and go through the check-out procedures for guests according to the prescribed procedures.

* Try to make a good impression: most guests check out at 7:30-9:30 in the morning. If employees are well prepared for work and arrange their work in an orderly manner, the process of moving out can be carried out smoothly and effectively, and they can also leave a good impression on the guests.

(3) Closing etiquette

* Know the checkout method: Know the checkout method chosen by the guests: cash settlement, transfer settlement, credit card settlement and check settlement.

* Caution, carefulness and patience: It must be remembered that when negotiating his check with the guest, money is involved, so it must be cautious, careful and patient, because the self-worth and self-esteem of the guest are related to money and are considered extremely important.

* Gentle attitude: Be calm and confident when checking out, be gentle and amiable at the same time, and don't let the guests act belligerent. The attitude is unbearable. As a hotel employee, you should be kind to the guests.

* Rigidity, accuracy, quickness and preciseness: Paying attention to details is the key to doing a good job in guest accounts and ensuring hotel service income. The checkout should be accurate to every corner. All matters related to the establishment of guest expense accounts, such as cash, checks, credit cards, direct transfer and team payment vouchers, should be carefully checked and verified. Check-out should be quick and convenient for guests, simplify procedures and ensure the profit income of the hotel.

* Find out the mistakes: If there are any mistakes in the guest's room rate, bill or other aspects, check them clearly before the guest leaves the store, so that the guest can leave the store with satisfaction. If there is a big difference in the bill, the foreman or supervisor will investigate and verify or explain the hotel situation to the guests.

* Keep the accounts complete: the receptionist should check whether there are any messages, new or unrecorded temporary expenses, such as restaurants, before and after the checkout. Just wait for temporary expenses to ensure the integrity of the accounts. If there are other temporary expenses, but before these bills are transferred to the front desk, the guest has left the hotel and needs to recover the account (the bill should be compensated), which will damage the reputation of the hotel. The guest mistakenly thinks that the hotel is poorly managed and should try to avoid it.

* Know the maximum amount of credit card payment: the foreman, especially the cashier who checks out, should know that the hotel allows some credit cards to bless the hotel in a large amount every day.

* Check the signature carefully: the foreman should carefully check whether the signature of the guest on the expense voucher is consistent with the signature on his credit card.

* Don't yell at the guest: If the guest's credit card has expired, the hotel staff should not shout at the guest and say, "Your credit card is invalid and useless", let alone let other guests hear the accusation. Instead, you should quietly let the guests handle the guest's credit card in the office or where others can't hear you. Don't call the security guard in person or drive the guests away.

(4) establish guest file etiquette:

* Ask the guest: Ask the guest where the hotel needs to improve its service and find out whether the guest is satisfied with life during his stay in the hotel. Thank them for staying here.

* After the guests leave, the records should be filed. According to the regulations, the hotel should make at least two account pages, one for the guest as a receipt and the other as a permanent record of the hotel.

* Establish a guest history file: If possible, the hotel front desk can establish a guest file to record some information of the guest, such as name, birthday, preference for room food, etc. Especially for regular customers, so as to win more guests. However, it must be remembered that the guest files are confidential, and the information collected in these forms must not be leaked to outsiders. The hotel should be responsible for ensuring that the privacy of its guests is not violated.