2. Wide range of hospitality services, business complexity, professionalism, and high quality of personnel requirements;
3. Large amount of information, rapid changes, requiring efficient operation;
4. Flexible and diverse service modes, and proper handling of relationships;
5. Demonstration of the hotel's image, the Strong policy.
(1) Definition of Front Office
The front office is located in the hotel lobby, also known as the lobby department, front desk or integrated service desk. It is a comprehensive department responsible for renting out guest rooms, organizing reception, scheduling business operations, coordinating customer service in all departments, and providing a range of services for guests.
(2) The status and role of the front office
1. The front desk is the image representative of the hotel
2. The customer service of the front desk is carried out throughout the whole process of the hotel's customer service
3. The sales effect of the front office department has a direct impact on the economic benefits of the hotel
4. The front desk is the staff and assistant of the hotel management
(3) The tasks of the front office
(3) The task of the front office is to organize the reception and business operation and coordinate the customer service of all departments. ) Tasks of the front office
1. Sales room
Selling rooms is the primary task of the front office department. Rooms are the main product sold by the hotel and room revenue is the main source of hotel income. Front office staff must effectively sell rooms, organize the source of customers, improve room occupancy, realize the value of room products, increase the hotel's economic income. The number of rooms sold by the front office department and the average room rate achieved is not only an important basis for measuring the management level and operating results of the front office department, but also an important indicator of the performance of the front office department staff.
2. Provide information
The front office is the place with the most contact with the guests and the first point of contact for the guests. Therefore, it is the primary source of information for guests. The front desk should answer the questions that guests care about every day.
3. Coordination of customer service
Whether the coordination between the front office department and other departments is effective and whether the relationship is smooth is directly related to the quality of the front office department's work and the image of the hotel in the minds of guests.
4. Control room status
This task is mainly undertaken by the front desk. At any time to correctly display and grasp the status of each room for the guests to sell the room and arrange the room to provide a reliable basis.
5. Provide related front desk services
Including picking up and dropping off guests at airports, terminals and stations, providing luggage transportation and storage services for guests, providing consulting services, mail services, telephone switchboard services, safekeeping of valuables, business center services and commissioned agent services.
6. Handling of Guest Accounts
For the convenience of guests and to promote consumption, most hotels provide one-time checkout services for guests.
7. Establishment of guest history file
Guest history file is a file data established by the hotel for guests who have stayed in the hotel for many times. The main record of the basic situation of the guest and the information requested by the hotel. These data is the hotel for the guests to provide targeted services, the establishment of good guest relations and the study of the important basis for marketing.