When the guest leaves you 10, you must stand up.
When the guests come to the reception desk, they must first greet the guests:
"Good morning/afternoon/evening, sir/miss/madam (if you know the guest's name, you should address him respectfully). Welcome. "
Please be seated after the guests are seated (seating service is popular now).
If a guest checks in, he must say, "What's your name, sir/madam?"
After the guest said his name, he said to the guest, "Thank you, Mr. XX. A moment, please. Do you have an appointment? "
6. When the reception guests in the front hall take the check-in registration form or the reservation form, other people who receive the guests should express their proper greetings to the guests so as not to neglect them.
7. When the receptionist picked up the check-in registration form, she said to the guest, "Mr./Ms. XX, would you please fill in the check-in registration form?"
8. When the guest fills in the check-in registration form, keep smiling and make some necessary preparations, such as preparing the welcome card and room key. If there is enough time, please help the guests fill in the check-in registration form as politely as possible. When the guest fills in the check-in registration form, he must check it carefully and ask the guest, "Sir/Miss/Madam, may I see your passport? You paid by credit card. May I stamp your credit card? (If the guest pays the bill in cash, you need to count the cash in front of the guest and issue a cash deposit slip) ".
When a guest gives his passport or credit card to the receptionist, he must say "thank you".
10. Check whether the passport or credit card is consistent with the guest, and behave naturally when checking.
Check whether the signature on the guest's passport is consistent with that on the check-in registration form.
Check whether the credit card signature is consistent with the check-in registration form.
Check the visa, validity period, port of entry, date of birth and so on according to the requirements of the local public security bureau.
1 1. Passport number and foreign permanent residence permit (green card) number are correct;
Entry visa number is correct
The ID number is correct.
The driver's license or military officer's card number is correct.
12. Confirm the guest's departure date and room rate.
13. Make sure that every item on the check-in registration form is complete.
14. When returning the credit card and passport to the guest, you must say "thank you" to the guest.
15. Guests must be addressed by their respectful names, but avoid addressing guests by their first names too much (usually two or three times).
16. When you get all the information of the guests, you should take the initiative to provide some hotel information to the guests. If appropriate, try to sell, sell and resell hotel facilities and services to guests.
At the same time, we need to confirm the details of check-in: departure date, house price, payment method and so on.
17. Give the prepared welcome card and room key to the guests and tell them: "Sir/Miss/Madam, your room can enjoy the beautiful scenery (the green garden of the hotel). I hope you enjoy your stay in our hotel. Our customer relations specialist (lobby assistant) will accompany you to your room, and the bellboy will take your luggage to your room. Please come this way. "