How to do a better job in the front office of the hotel??? 5

Restaurant Department: usher, Chinese waiter, Western waiter, waiter.

Housekeeping Department: Front Desk Attendant, Concierge, Lobby Bar Attendant, Service Center Attendant, Business Center Attendant, Room Attendant, Floor Cleaner, Linen Receptionist.

Finance Department: Wine Clerk, Cashier, Custodian.

Business Management:

Restaurant Department: Chinese Restaurant Foreman, Western Chef, Conference Foreman, Western Chef, Restaurant Manager, Conference Manager, Restaurant Director.

Housekeeping Department: Front Desk Foreman, Concierge Foreman, Lobby Bar Foreman, Service Center Foreman, Floor Foreman, Floor Supervisor, Lobby Assistant Manager, Front Office Manager, Housekeeping Manager, Housekeeping Director.

Finance Department: Custodian, Asset Accounting, Cost Accounting Raise Hand, Accounts Receivable Accounting, Cashier Foreman, Cashier, Supervisor Accountant.

Functional Management:

Marketing management: catering sales staff, room sales staff, artists, marketing bookers, marketing managers, marketing directors.

Logistics functions: staff of the corporate culture department, staff of the human resource management center, office staff, staff of the marketing management center, staff of the quality management center, staff of the training management center, staff of the financial management center, staff of the audit center, and staff of the procurement and supply management center.

Whether it is the front office inquiry staff, reception staff, cashier staff and other positions, are directly facing the guest position, to some extent will also directly affect the image of the hotel, then I sorted out the hotel front desk how to do their job related content, the article I hope you like!

Be clear about responsibilities.

After arriving at the post, we first understand the personal responsibilities, especially the hotel where the boundaries of the post are not clear, and it is convenient to better deal with all kinds of situations in the future, which is also the basis for our better work.

Understand your own operating process.

Keeping in mind the job operation process is the most effective means for us to avoid work omissions, especially when it comes to accounting operations, the booking process, handover process, and event handling process should be clear and clear.

Responsible for the operation of the area proficient.

Some people say that it may take about two minutes from the guest entering the store to the check-in procedure, etc., in fact, if the situation allows, the software operation may be completed in less than two minutes, of course, we do not just refer to the short, this refers to the work we must be responsible for is very, very proficient, such as software operation, item location, sequence, etc.

Memorize each guest's last name, preferences, etc.

Familiar with the surname, position, preferences and even ** of the guests are also what we should focus on as a front desk staff, a cordial greeting with a surname, or you know that a guest likes to be quiet or like to live in a certain room, and arrange it when he checks in again, and if a guest likes to ask for a pillow every time he stays, we send the pillow in advance when he checks in, what will he think?I think most of the guests will enjoy it. Saying that these are mainly aspects that we should grasp with our hearts after entering the front office role, in fact, many times when we are trying to treat a person with our hearts, he will also face us with our hearts.

It will also help us a lot in our own work.

Learn how to handle emergencies in the front office.

Different types of hotels and different modes of operation may have slight differences in the handling of each incident in terms of management, and understanding the handling methods of each emergency after entering the job is also one of the things that we should pay attention to as a member of the front desk.

Protect yourself.

Some people say, how can you protect yourself?The special nature of the hotel as a public place determines the complexity of the people who come and go, and we cannot guarantee what kind of inner ...... is hidden under a well-dressed maskAs we said, understand how to deal with emergencies and pay attention to our own safety, after all, we come out to learn to work, don't lose or lose, which will be slowly realized in our work.

Specific work content.

1. Clean and inspect guest rooms and replenishment.

aResponsible for the high standard of service and cleaning of the guest rooms.

bAccording to the guidance of the floor supervisor, the empty room is cleaned, and the guest has left the room and checked in the room.

cReport no luggage, less luggage and overnight rooms to the housekeeping office or floor foreman.

d. Check the room and prepare a "room status report".

eReplenish the room **, including mini bar amenities.

fReport the loss and damage of room facilities, and place an order for repair in time.

2. Provide services to guests:

aServe guests with a pleasant, smiling, helpful and genuine attitude.

b. Collect the guests' laundry, pay attention to special requirements, inform the room office and inform the laundry attendant to go.

3. Use and maintenance of socks and cleaning supplies

aPrepare and keep the service cart, vacuum cleaner and cleaning supplies.

b. Use cleaning supplies and tools correctly, and be responsible for keeping the workshop, work car, corridor and passage clean and tidy.

c. Responsible for cleaning up the garbage and dumping it in the garbage room.

4. Check the guest's belongings and valuables in the guest room.

aReport items lost in the room.

b If you find that you have forgotten valuables or large sums of money in your room, you should report it to the housekeeping office immediately.

cWatch out for strangers or outsiders wandering on the guest floor.

dReport the loss of items in the guest's room.

5. Ensure the safety of the working area.

aEnsure the safety of the guest's property.

b Return the guest room key to the floor supervisor and hand it over to the front office.