Summary of the excellent work of the receptionist at the front desk of the hotel A seafood hot pot in Dexing, Macao (opened)
Service reception procedure
1. Parking reception (parking space map)
Admission: The security guard at the entrance post salutes and directs the vehicles to enter according to the parking space.
1. Parking: On-site security guards will command vehicles to park in designated parking spaces according to the principle of first-in, first-out, and drive for guests.
Say hello to the car door and remind the guests to lock the car door. Don't store valuables in the car.
2. Departure: On-site security guards direct vehicles to leave the parking space and leave the parking lot according to the departure route.
Second, concierge reception (reservation record, dining map)
Greeting: The usher in the lobby greets the guests warmly and loudly. First of all, the usher is responsible for receiving the usher.
1. Reservation greeter: (Good evening/noon, sir/madam! Do you have a reservation? If you have an appointment, ask the person who made the appointment first.
After confirmation, open the client reservation management interface on the client computer, query the guest reservation information, then open the ordering interface, open the reservation room, log in and exit, and finally lead the guests to their seats. At the same time, the walkie-talkie will inform the floor minister (Zhang 208 to the second floor). If there is a relevant manager to make a reservation for the guest, let me know immediately.
Personal usher: (Good afternoon/good evening, sir/madam! Do you have a reservation? There is no reservation for the number of guests to ask (please
How many people are there? ), first open the client interface to query the real-time status of the restaurant, then open the ordering interface, arrange the guests to the corresponding positions according to the seating situation after landing, and finally guide the guests to their own positions, and notify the floor minister at the same time (five guests will arrive at the banquet hall 202 of Minister Zhang on the second floor).
3. Reception of non-dining guests: Ask the guest's name and company, arrange the guest in the rest area, and notify the administrative office.
For the first reception, if the visitor goes directly to the manager and asks the guest's name and company, inform the relevant personnel immediately. (Visitors below the manager level are not accepted during working hours. For important matters, the security department will notify the department management to arrange reception at the back door of the employee's house).
The concierge should walk one and a half steps away from the right front of the guests. In the process of marching, he will keep turning back and enter with the guests.
Communicate, smile, arrive at the elevator door, tell the customer to wait a moment and operate the elevator accurately. After the elevator door is opened, press the sensor tightly and let the guests enter the elevator first.
When all the customers have safely entered the elevator, the concierge will face the customers with his back to the operating room and communicate with them after the operation. Upon arrival, he will also press the sensor with his hand and ask the guests to get off the elevator safely. After the guests get out of the elevator, they will quickly walk to the right front of the customers and take them to the corresponding service desk.
Third, the service department (booking, filing)
1. Reservation reception: The manager or minister is responsible for receiving the reservation guests in the elevator lobby on the floor and guiding them.
Go to the corresponding position and arrange the minister or foreman to order for the guests according to the shift.
2. Individual reception: the concierge will arrange the guests to the corresponding positions according to the seating situation, then ask the number of guests before opening the table. (You
All right! Excuse me, is this private room (seat) ok? Ok).
3. Tea service: After the card is opened, the waiter pulls the seat for the guest and says (Good afternoon/good evening! Welcome to Macau.
Dexing! Health, delicious food and nutrition are our constant pursuit! Do you need tea now? We have prepared * * * tea for you here. What kind do you want? Ok, just a moment, please! ) Pass the menu to the guest, (Hello! Here is the menu. Would you like to order now? Ok, just a moment, please. If you need to order, please inform the minister or foreman.
Hotel front desk service process
The front office is a comprehensive service department, which is responsible for promoting hotel products and services, organizing reception work and adjusting business operations. It is an important publicity window of the clubhouse, which can leave a first impression on the guests and also affect the overall image of the clubhouse. Its service can determine the guests to a certain extent. ......
Hotel front desk service terms
Yuquanwan Fashion Hotel Front Desk Service Language 1. Hello, sir/madam, what can I do for you? 2. Hello, sir/madam, what can I do for you? 3. Good night, Mr./Ms. * *. Welcome to Yuquan Bay Fashion Hotel. 5. Welcome to Yuquan Bay Fashion Hotel. ......
Case analysis of hotel front desk service
Case 1 of hotel front desk service:1October 4th xx, 14: 45, the service center called to ask if the guest in Room 918,928 was at the door of the room. The computer showed that the two rooms were not renewed today, but they were out of the room, so I asked the waiter. ......
Hotel front desk service plan
Macao Dexing Seafood Hotpot Service Reception Process 1. Parking reception (parking space map) Entering the site: security guards at the entrance post salute and direct vehicles to enter the site according to the parking spaces in the site. 1. Parking: On-site security guards will command vehicles to stop on the principle of first-in first-out. ......
Taboo [Excellence] of hotel front desk service
Hotel front desk service taboo 1. Wait a minute. 2. Have you made a reservation? 3. Your reservation was not found. 4. Are you mistaken? The room is full, please go to another hotel! 6. Sorry, I don't have this right. 7. Sorry, it's not my duty. ......
Summary of excellent work of hotel front desk: new year, new trend. In the 20xx year's work, we will focus on the core goal of profit, and strive to create a brand strategy of "full of love for xx, comfortable home" from the aspects of food production, service quality, cost control and marketing innovation, and create a new situation of hotel catering. The specific work is as follows:
First, take production as the "leader", increase the core competitiveness of catering, build a brand of "XX cuisine, XX cuisine" and build a good reputation of XX cuisine.
The products on the first floor are mainly "fast", the varieties of colors are constantly changing, and some local snacks are launched in due course, mainly with the starting point of "stabilizing the first floor", and we will increase innovation in the production of dishes on the second and third floors. First, keep the dishes popular with existing customers, constantly strive for perfection, and formulate the standard menu of standardized dishes in time. At the same time, through the marketing activities of food festivals and various festivals, new varieties of dishes are introduced. It is planned to hold a food festival in March-April, 2006, aiming at unique taste, affordable price and consumption close to the public. From June to September, it is planned to launch new cuisines to meet the innovative tastes of more customers. At the end of June 10, we tried our best to cater to the tastes of high-quality, nutritious and distinctive business banquets, mutual invitations from units and various high-end consumer customers. Strive for greater market competitiveness of dishes, constantly improve the innovation system of dishes, further manage the development and research of dishes, supervise the quality and follow up the feedback, and open a good social image of nutritious meals, reasonable meals and exquisite meals in XX, thus winning more customers.
The second is to take training as the service means and grass-roots managers as the core, and strive to build an excellent team with excellent service level. To cope with the fierce competition in the catering market.
Service is the second core product of catering. In 2xxx years, we will carry out periodic cycle training around the theme of "full of love, comfortable home". Through training, assessment and retraining, we will constantly consolidate various service knowledge. Ten high-quality catering services are planned, that is, based on the service process, some more detailed personalized service contents are summarized to form ten easy-to-understand contents, and each floor is required according to the different actual conditions of this floor. The foreman and supervisor follow up the implementation, further refine and improve the overall service, and at the same time test the implementation effect through assessment. The service on the first floor is still based on the service policy of "fast", "accurate" and "skillful", while highlighting the enthusiasm for old customers. Improve the dishes and service quality of food delivery service. On the second floor, we should focus on creating the atmosphere of the restaurant, adding tablecloths and mouthparts to make the color of the banquet hall more festive. You can consider making chair covers, highlighting the theme of Longfengtai banquet in the hall, and continuing to build a banquet brand from the details of restaurant layout. The box service on the third floor highlights personality. Regular customers, in particular, should strengthen emotional communication with guests, highlight the word "affection", retain customers with sincerity, enthusiasm and friendship, and establish a part-time marketing team of the catering department based on the third floor. Excellent employees and some managers on all floors will use non-business hours to visit customers, listen to their opinions, narrow the distance with customers, develop new customers, and use the opportunity of serving in restaurants to get to know customers and formulate marketing.
Third, reduce expenses, save costs, and strive for maximum profit space.
Cost control is the focus of work this year. This year, the hotel stipulates that the gross profit margin of the kitchen is 57%, and the gross profit margin over the years has a certain gap from this figure. This year, the procurement of raw materials will be strictly controlled from the beginning, and special personnel will be arranged to be responsible for the acceptance and sign the bill, instead of the previous situation of separate acceptance of each kitchen, thus controlling the cost of raw materials. In addition, we will strengthen the management of the use of kitchen raw materials to prevent waste.
Constantly improve the department's energy management system and porcelain management system, control the export and use of low-quality consumables, set up property accounts on different floors, make full use of existing warehouses on each floor, put all kinds of articles in classification code, avoid the past disorderly stacking, prolong the service life of articles, and try our best to win more profits for the department without harming the interests of guests, lowering the service level and affecting the restaurant environment.
In the new year and new goals, under the correct leadership of the hotel leaders, our department will mobilize the enthusiasm of all the staff in the department and go all out to create better results.
20xx is a meaningful year for hotels. Under the extremely severe external situation, hotel leaders should start from the inside, improve the procurement workflow, increase revenue and reduce expenditure for all departments, and try their best to control and save costs. Under the restriction of the whole environment, the interests have been maximized.
As far as the hotel lobby is concerned, the main work in 20xx is reviewed as follows:
First, operational efficiency.
1. Up to 20xx year 65438+February 13, there were 8635 rooms in the hotel lobby, with an annual average daily occupancy rate of 39. 16%, an annual average room price of 457. 14 yuan/room, and an annual cumulative income of 5/kloc-0.
Second, the front desk sales
1. Facing the increasingly fierce market competition, the hotel lobby opened a flexible sales method with the lowest sales price in 20xx. The front office staff should try to understand the psychological price of the guests when selling to them. When it is lower than the minimum sales price at the front desk, they apply for the price by phone. The purpose of selling rooms in the front office is not to let a customer lose the working principle of selling houses.
Third, the team meeting reception
1 and 20xx received a total of 165 travel agency teams, including about 100 teams from Tibet International Travel Service. Other teams involved in travel agencies include Lhasa Travel Agency, Shengdi Huamei Travel Agency, Changyou Travel Agency, Tea Horse Ancient Road Travel Agency, Lhasa International Travel Agency and Youth Travel Agency. In addition to maintaining the relationship with old customers, the front office also actively develops new partners. In 20xx, the new cooperation units at the front desk include: anti-aircraft artillery regiment, Shengdi Huamei Travel Agency, Lhasa Travel Agency and other cooperative travel agencies and units. During the Mid-Autumn Festival, all units also distributed Mid-Autumn Moon cakes.
In 2.20xx, the Front Office participated in and assisted in the reception of important meetings, including the National Day reception in Nepal and the establishment ceremony of the Tibet Tourism Chamber of Commerce. , the front office staff actively participate in and assist. Successfully completed the reception of two important meetings.
3. The hotel has completed the qualification of receiving foreign guests at the end of August, 20xx. Up to 20xx65438+February 65438+March, we have received 6 batches of foreign guests and teams from Hong Kong, Macao and Taiwan. The reception desk of foreign guests and Hong Kong, Macao and Taiwan teams shall upload and register in strict accordance with the requirements of Lhasa Entry-Exit Administration Detachment for foreign guests and Hong Kong, Macao and Taiwan guests, and there is no non-compliance with the requirements.
Fourth, staff training.
Pay more attention to employee training, improve the service quality of employees, and carefully organize and arrange training from the early guidance training and intensive drills. Some new jobs need a lot of training and practical training.
1, hotel and departmental rules and regulations
2. Appearance and courtesy standards
3. The hotel should know the meeting, framework and business hours of each department.
4. Remember the telephone numbers of all departments.
5. Hotel room conditions and room prices.
6, visit the room, understand the room type and facilities.
7. Standards and requirements for answering telephone calls
8, the front desk job responsibilities
9, each shift operation process
10, foreground term
1 1, certificate type, scanning, checking and uploading.
12, familiar with the foreground operating system.
13, Front Desk Reception Workflow
14, personal reservation service process (debit, refund, self-service payment)
15, team booking service items
16, change the reservation service program.
17. Cancel the service reservation procedure.
18, oversold service plan
19, skills and precautions for booking a row of houses
20. Check-in service process (debit, refund and self-service payment)
2 1, team check-in service procedure
22, VIP reception procedures
23, query the guest service program
24. Guest Rollaway Service Plan
25, confidential check-in (do not disturb) service program
26, room change service program
27, guest accommodation service program
28. The guest changes the room rate service procedure.
29, the operation process of the wedding room
30. Check-out service procedures (credit, refund and self-service payment)
3 1, team check-out workflow
32, invoice issuing process and matters needing attention
33, wake-up service operation process
34, sales skills and emergency handling
35, guest complaint handling skills
In a word, after the training program, employees improved their service skills and their image. Conducive to the promotion of hotel image.
Verb (abbreviation of verb) personnel establishment
At present, the front desk has a total of employees 1 person, including assistant manager 1 person, front desk receptionist 1 person, front desk receptionist 4, front desk receptionist 3 and bellboy1person. Two of them took maternity leave in August and 10 respectively.
Personnel flow: the receptionist has not left her job for 20xx years; Two greeters were transferred and none left; Berman 1 person leaves. Overall, the turnover rate of front office staff in the whole year is about 10%. Compared with the same industry, the staff turnover rate is very low, which helps the front office to improve the service quality and reduce the staff cost control.
Six, the guest complaints
1, healthy
Hygiene mainly exists in rooms that are not cleaned in time, and there are stains or hairs on sheets. After receiving the complaints from the guests, the front office will go to the guest room to apologize as soon as possible, and strive for the opinions of the guests, and then upgrade the guest room, replace the sheets and quilt covers or give fruits to appease the guests' emotions.
2. Facilities and equipment
Complaints about facilities and equipment mainly exist in the situation that TV, network and departmental equipment cannot be used. For example, the hair dryer can't be used for a long time, the TV signal is not good, the wireless network can't be used, and the lights don't work. The front office will handle the complaint according to the specific content, and make timely maintenance after soliciting the opinions of the guests. If it cannot be repaired in time, it will be handled in another room.
Seven, need to improve.
1, keep personnel stable.
2. Improve employee smile service.
3. Initiative, flexibility and quality of customer service.
Summary of excellent reception work at the front desk of the hotel Part III During these two months in the reception department, people have a wide range of contacts. Since I was born, I have known my parents, gone to school and met my teachers and classmates. Now I have met my colleagues, leaders and familiar guests at the New Washington Hotel. With the deepening of contact, I feel that there are more strangers than people I know, so it is impossible for me not to deal with strangers. People live in this world.
Therefore, I have gradually realized that to be a good hotel, there are several things that must be achieved: first, good quality, a certain cultural foundation, certain work experience and careful work. Second, be diligent, organized and clear-headed. The third is to have certain management ability. The fourth is to be competent and deeply loved by leaders and guests. Some people who live in society can't express themselves too much.
In fact, as long as you treat everyone or everything around you with a warm and sincere heart, you can have a clear conscience.
There are many things to learn in a hotel, such as table manners, dealing with guests, and how to face the different requirements of guests as a five-star waiter. In Chinese restaurants, you know this knowledge better than other departments. When we make tables for our guests, watch them sit down, say some polite words and toast, we will learn a little bit. What is more important is the communication between people, which is called "being a man", and you should know how to respect people. Nowadays, there are many introverted people, and most of their focus in their work is just to try their best to complete anything given to them by the leaders. In fact, after staying in the hotel for such a long time, I feel that we should not only complete what the leader has given us, but also take the initiative to consider the problem from the perspective of the leader, which not only solves the problems that the leader thinks, but also actively helps the leader think of good answers or solutions. Therefore, in order to truly gain a foothold in society, we must learn to be proactive. In addition to positive response, it is more important to combine the actual situation and implement it immediately.
Through this period of work, I learned a lot, as if I had become mature at once, and understood the truth of being a man and doing things, as well as the significance of learning, the preciousness of time and the true meaning of life. Understand that life in the world can't be smooth sailing, as long as you are brave enough to face every post station in life! No matter what happens, you should think, listen to other people's suggestions, don't be too impatient, be responsible for what you do, don't make promises easily, and try to keep them. I know that work is a passionate undertaking, which requires perseverance and hard work.
Summary of excellent work at hotel front desk 4 1. Carry out preventive maintenance to improve equipment efficiency.
(1) At the beginning of April, all the central air-conditioning hosts in the hotel were maintained annually, and the scale in the evaporator and chilled water system was removed by chemical descaling to improve the heat exchange rate. Seasonal maintenance, winding resistance detection, water seal and bearing inspection and replacement of chilled water pump.
(2) In September, measures were taken to solve the problems of poor air conditioning effect and loud fan coil noise in guest rooms, villas and Chinese restaurants. Remove the fan, clean and inspect the wind wheel and chemically clean the fins to improve the heat exchange rate. At present, the housing of XX and XX dragons is not completed, villas 2# and 4# are not completed, and the Chinese restaurant has a lobby on the first floor, which can be completed this year.
(3) In September, the decorator began to inspect the guest room of the VIP building and maintain the equipment and facilities in the room. Check aluminum alloy windows, handles, curtain rails and pulleys; Check the bed control panel, lights, furniture and toilet water tank. Remove the toilet exhaust fan for dust removal, cleaning and oiling. Remove the hair and other sundries at the S-bend of the toilet drain pipe to keep the drainage unblocked. Due to the high occupancy rate, 26 rooms have been built.
(4) 1 1 month, use Lanzhou Greer boiler cleaning agent to add chemicals to the boilers in Yingbin Building and VIP Building, and use primary water circulation pump to drive chemicals to clean boilers, heating pipes and plates, so as to change the primary side scale and improve the heat exchange rate.
(5) Rust removal and painting of tennis court fence in March, trash can in the hotel in May, pillar lamp in the hotel in June, leisure chair board outside the hotel in July, lawn lamp and road sign in 10. 1 1 month Rust removal and painting of iron water tank in hotel.
(9) Please ask personnel and equipment to clean and level the dormitory environment in September.
(10) 1 1 month, and the canal water source introduction of two flower fields was completed.
(1 1) Cooperate with various departments to make XX declarations, XX telephone calls and XX maintenance.
Second, use new building materials to solve the remaining problems.
(1) The original fire sign of the VIP building was a light-absorbing and luminous sign. In order to meet the requirements of the fire code, new LED emergency exit lights were installed in the fire doors and corridors on the negative 1 and negative floors in August.
(2) Waterproof renovation was carried out in May for villas 3#, 4# and 5# in guest rooms, with a layer of emulsified asphalt and a layer of Panther waterproof layer on the inclined roof. The flat roof adopts BBS coiled material, and no leakage has been found so far.
(3) The fresh air system of the VIP building was originally designed with large flow, fast wind speed and noise. Using frequency conversion technology and installing frequency converter can reduce noise and save energy.
(3) The water supply for the hotel comes from the 100T water tank in the branch office. Because we can't monitor the performance of the float valve every day, the phenomenon of water running occurs from time to time. In view of this situation, we changed the water supply pipeline of the water tank to adopt the two-way control of electrode level controller, electric valve and float valve, which effectively ensured the phenomenon of water running.
Summary of Excellent Reception at Hotel Front Desk Part V Work Summary and Plan of Hotel Engineering Department: With the care and strong support of hotel leaders and the hard work and unremitting efforts of all the staff in the department, the engineering department has overcome the difficulties of few staff and heavy workload for 20 years, set out to vigorously carry out maintenance and technical transformation, tap the potential, actively solve various problems existing in equipment and facilities, and diligently and tirelessly complete all tasks assigned by hotel leaders.
First, carry out preventive maintenance to improve equipment efficiency.
(1) At the beginning of April, all central air-conditioning hosts in the hotel were maintained annually, and chemical descaling cleaning was adopted, which eliminated the scaling of evaporator and chilled water system and improved the heat exchange rate. Seasonal maintenance, winding resistance detection, water seal and bearing inspection and replacement of chilled water pump.
(2) In September, the air conditioning effect of the guest house, villa and Chinese restaurant was poor, and the fan coil unit was noisy. Remove the fan, clean and inspect the wind wheel and chemically clean the fins to improve the heat exchange rate. There are _ _ _ _ buildings unfinished, 2 # and 4 # villas unfinished, and there is a lobby on the first floor of the Chinese restaurant, which can be completed this year.
(3) In September, the decorator began to inspect the guest room of the VIP building and maintain the equipment and facilities in the room. Check aluminum alloy windows, handles, curtain rails and pulleys; Check the bed control panel, lights, furniture and toilet water tank. Remove the toilet exhaust fan for dust removal, cleaning and oiling. Remove the hair and other sundries at the S-bend of the toilet drain pipe to keep the drainage unblocked. Due to the high occupancy rate, 26 rooms have been built.
(4) 1 1 month, use Lanzhou Greer boiler cleaning agent to add chemicals to the boilers in Yingbin Building and VIP Building, and use primary water circulation pump to drive chemicals to clean boilers, heating pipes and plates, so as to change the primary side scale and improve the heat exchange rate.
(5) In March, the on-site fence was derusted and painted; in May, the garbage bin in the hotel was dusted and painted; in June, the post lamp in the hotel was derusted and painted; in July, the leisure chair board outside the hotel was replaced; in 10, the lawn lamp and road sign in the hotel were derusted and painted. 1 1 month Rust removal and painting of iron water tank in hotel.
(9) Please ask personnel and equipment to clean and level the dormitory environment in September.
(10) 1 1 month, and the canal water source introduction of two flower fields was completed.
(1 1) Cooperate with all departments to apply for repair _, telephone repair _, and repair _.
Second, use new building materials to solve the remaining problems.
(1) The original fire sign of the VIP building was a light-absorbing and luminous sign. In order to meet the requirements of the fire code, new LED emergency exit lights were installed in the fire doors and corridors on the negative 1 and negative floors in August.
(2) Waterproof renovation was carried out in May for villas 3 #, 4 # and 5 # in guest rooms, with a layer of emulsified asphalt and a layer of Panther waterproof layer on the inclined roof. The flat roof adopts BBS coiled material, and no leakage has been found so far.
(3) The fresh air system of the VIP building was originally designed with large flow, fast wind speed and noise. Using frequency conversion technology and installing frequency converter can reduce noise and save energy.
(3) The water supply for the hotel comes from the 100T water tank in the branch office. Because we can't monitor the performance of the float valve every day, the phenomenon of water running occurs from time to time. In view of this situation, we changed the water supply pipeline of the water tank to adopt the two-way control of electrode level controller, electric valve and float valve, which effectively ensured the phenomenon of water running.
Three, the adoption of new technologies and new products of energy-saving transformation
(1) In view of the high energy consumption of the electric boiler in Yingbin Building, in July, we adopted the parallel operation of the solar water heater and the electric boiler, and made full use of solar energy to store energy during the day, and added a 3T thermal storage water tank on the basis of the 3T thermal storage water tank. Good weather saves an average of 4800 degrees/month.