(1) Check gfd according to hotel regulations and go to work on time;
⑵ Read the log record carefully and finish the unfinished work of the previous shift;
(3) warmly receive guests from all sides and provide good service for guests;
(4) When the guests arrive at the store, they should take the initiative to say hello to the guests;
5] Check in for guests accurately and quickly, and arrange various rooms reasonably;
[6] Accurately grasp the room status and check the room status with the housekeeping department in time;
Once close contact with various departments, do a good job in the communication of guest data and information;
Proficient in business knowledge and operational skills, responsible for the consultation and promotion of houses, house prices and hotel service facilities;
Levies to do a good job of printing and statistics of various reports;
⑽ Be able to arrange rooms for individual guests or teams independently;
⑾ Check the room number of the team on that day and check with the room status;
⑿ Flexibly handle the increase or decrease of rooms and house prices for teams and individual travelers;
[13] Understand the customer situation and do a good job in solving emergencies;
[14] Seriously complete all the work assigned by the supervisor, and report to the superior in time when problems are found;
⒂ book carefully;
[16] Provide accurate wake-up service for guests;
⒄ go through the formalities of lending items;
⒅ Handle luggage storage and pick-up procedures for guests.
Work procedures for receiving individuals:
(1) greet the guests with a smile and ask if they have made a reservation;
(2) Check the reservation and check the relevant details (number of arrivals, time, etc.). );
(3) Ask the guests to show their ID cards or passports;
(4) Assign rooms according to the requirements of the guests;
5) Assist the guests to fill in the check-in registration form, check the registration card and check the relevant documents;
[6] Confirm the guest's departure date, house price, room type and payment method;
Once the hotel is a magnetic card key, you should make a room card and give it to the guests, wishing them a pleasant stay.
4. Working procedures of the reception team:
(1) The team arranges rooms before the arrival of the day;
(2) When the team arrives at the hotel, they can be greeted by the supervisor and relevant personnel, and can give a welcome speech and briefly introduce the hotel;
(3) Send the envelope with the room card to the guest;
(4) The supervisor or relevant personnel will send the guests to the elevator;
5] Housekeeping attendant should greet the guests at the elevator entrance, greet and guide the guests into the room;
[6] The receptionist should confirm with the team leader and the team leader whether the number of rooms has changed; Whether the number of people and the names of guests have changed; Whether the dining requirements have changed; Requirements for wake-up service; Departure arrangements;
Once the luggage sometimes arrives before the team arrives at the store, sometimes it arrives after the team arrives at the store. After the luggage arrives at the store, the baggage department must organize the strength to deliver the luggage to the guest room as soon as possible;
⑻ The front desk receptionist will send the team check-in registration, change notice, special request notice and other information to relevant departments as soon as possible;
officer
(1) Check gfd according to hotel regulations and go to work on time;
⑵ Read the log record carefully and finish the unfinished work of the previous shift;
(3) Understand the current and recent room conditions and control the room conditions in the tense period;
(4) Know whether there are any distinguished guests on that day, if so, know the room number, identity and arrival and departure time, and do a good job in reception;
5) Sort out the reservation order of the previous day, and summarize the undelayed ones returned by the front desk;
[6] Check the team's reservation for the next day in the computer;
(7) record the advance order information;
Being completed on the day of booking work, such as unfinished to do a good job of succession.
operator
(1) Be familiar with all businesses and knowledge within this group;
2 do a good job of succession;
(3) Transfer every call quickly and accurately according to the workflow;
(4) Answer the guests' inquiries warmly, politely and quickly; 、
5] Take the initiative to help the guest find the phone number or keep the phone secret for the guest;
[6] accurately provide wake-up service for guests;
Have mastered the store organization, familiar with the names and voices of the main person in charge of the store and the managers of various departments;
Familiar with common telephone numbers in cities;
Levies familiar with the knowledge about inquiry;
⑽ Master the functions of the equipment in the main room, and know how to make full use of the function keys and matters needing attention during operation;
⑾ When working, don't shoot the breeze, laugh, read books, newspapers and magazines;
⑿ The following situations must be kept strictly confidential:
(1) The information of the guests must be kept strictly confidential;
(2) guests are not open to the public;
③ The guest's room number.
Cashier's job responsibilities
(1) Carefully operate the used computers, calculators, money detectors and other equipment, and do a good job in cleaning and maintenance;
(2) Accurately print bills and invoices for various charges, collect the fees payable by the guests in time and quickly, and verify the authenticity of all kinds of banknotes, which is based on signing the bill;
(3) Accept credit card payment and operate strictly according to the process;
(4) At the end of each shift, make a cashier's summary table for collecting money on duty;
5] conscientiously do a good job in the handover of each shift, and do a good job in the handover of reserve funds and unfinished matters;
[6] When guests come to check out, they should first ask whether to check out (some guests come to check out). If so, they should ask the guest's room number and ask the guest to hand over the room card and deposit slip. In this case, the team must pay attention to reporting all room numbers to housekeeping.
Note: The cashier at the front desk should contact the guest room floor and telephone switchboard immediately when they check out, so as to prevent the bills of drinks, laundry and telephone charges from being missed.
Once out of the registration form and other relevant documents related to the guests;
(8) Ask the guest how to check out.
Please check the bill and sign it.
Business center attendant
(1) Be responsible for the supervisor on duty and complete the tasks assigned by the supervisor;
2 in case of special circumstances on duty, report to the supervisor for instructions;
⑶ Familiar with the work on duty: such as meeting service, receiving fax, copying and typing, and familiar with all kinds of unfinished work;
(4) Responsible for customer accounts: including fax, photocopying and typing fees;
5] Fujian;
[6] answer the phone;
(7) Repair equipment and facilities;
Assist the supervisor in some daily management work;
(9) Assist the supervisor in training new employees.
Duties of the doorman:
(1) seeing off guests;
(2) Send various reports, notices, messages, faxes, telex, express mail, things and letters;
(3) Distribute all kinds of newspapers to relevant departments and rooms;
(4) transporting arrival and departure luggage or related articles;
5) Guide the guests to check in at the front desk;
[6] Take the guests to the room and introduce the room facilities;
(7) to complete the tasks entrusted by this institution;
Responsible for the hygiene of all parts outside the front hall gate;
(9) Assist this department and other departments to transport related items.
⑽ Provide taxi service for guests;
⑾ Provide shopping service for guests;