This system is formulated in order to cooperate with the smooth progress of the front office work and standardize the work behavior of employees.

1. Honesty is the moral code that employees must abide by, and being honest with their work is the code of conduct that every colleague must abide by.

2. Unity, cooperation, mutual respect and mutual understanding among colleagues are the basis for doing all the work well.

3. It is the duty of every colleague to concentrate on the work and complete the task with good quality and quantity on time.

The above three rules are the code of conduct that every service personnel must abide by.

I. Attendance system

1. Punch in and out of work on time, and don't be late or leave early.

2. Personal leave must be notified one day in advance, explaining the reasons, and can only be taken after being approved by the manager.

3. It is strictly forbidden to change shifts without permission, and an application form must be filled in for shift change.

Second, gfd.

1, you must wear clothes according to the hotel regulations when working, and the work clothes must be clean and tidy.

2. The hotel requires personal gfd, and the posture of standing, standing and walking should be correct and appropriate.

3. It is strictly forbidden to use foul language and spread false or defamatory remarks in the hotel, which will affect the reputation of the hotel, guests or other employees.

4. It is forbidden to talk loudly, play and chase in the hotel.

Third, the work:

1, check-in and rest are prohibited without permission.

2, be careful when the succession, it is forbidden to various forms.

3, shall not have an argument with the guests, problems in a timely manner to report to the head of the department and when the foreman, handled by it.

4, obey the leadership's work arrangement, complete all the work with good quality and quantity.

5. Insist on standing, smiling, honorific and civilized service in the service reception work, so that guests feel cordial and safe.

6, actively participate in the site team meeting and various training work, and strive to improve their own quality and professional level.

7. Carry out service work in strict accordance with service regulations and standards.

8, earnestly do a good job record, fill in the work form.

9. Consciously care for and maintain all equipment and facilities.

10, have a good working attitude at work.

1 1. Pay attention to mutual cooperation, understanding and communication in your work.

12. Complaints and other work problems caused by human factors are strictly prohibited.

Fourth, the specific precautions in the work

1. The front desk staff must always know the situation of each room correctly-entering the house, dirty room, clean room, maintenance room, room type, house price, windows, darkroom, computer room, etc. , so as to provide a reliable basis for the sale and distribution of rooms.

2. The front desk staff must provide high-quality services, such as reservation, registration, inquiry, telephone, message, luggage, room change, keys and check-out.

3. Coordinate rooms to solve various problems encountered during check-in, and contact various departments to provide quality services for guests.

4. The purpose of establishing a guest account is to record and monitor the financial relationship between the guest and the hotel, so as to ensure that the hotel can obtain operating income timely and accurately. The guest's bill can be established when booking a room (recorded as a deposit or advance payment) or when checking in.

5. Pay attention to using polite expressions, such as "please", "you", "sorry", "sir" and "madam".

6. Always remind yourself to smile.

7. Be good at controlling your emotions at work.

8. Learn to politely refuse.

It can be seen that the work of the front office directly reflects the work efficiency, service quality and management level of the hotel, and directly affects the overall image of the hotel.

Verb (abbreviation for verb) The responsibility of the front desk receptionist in a hotel.

1. Work flow of reception post

(1) Check and adjust your gfd five minutes before going to work, and hand over the work with the previous staff, so as to know the expected room opening situation of the day, what work needs to be done and what problems need to be solved.

(2) Check the completion of all work, especially whether all kinds of reports are complete.

(3) Tidy up the countertop and keep the front desk clean and tidy.

(4) During the shift change, if there are any problems or important notices that need to be solved, they should be clearly recorded in the shift change book to prevent things from being delayed.

2. Personal reception requirements

(1) Greet the guests, welcome them and offer their services.

(2) Ask the arriving guests whether they have reserved a room. If you are an appointment guest, you can give him a welcome speech. If the guest has no reservation, if there is a room, he should try his best to meet his accommodation requirements. If the room is full, it is best to help the guests contact other hotels.

③ Fill in the accommodation registration form. Accommodation registration forms are usually made in duplicate, and temporary accommodation registration forms for overseas personnel are made in triplicate. The registration form should include the guest's name, gender, occupation, nationality, ID card or visa number, and must be filled in carefully.

(4) Confirm the room type, room price and payment method with the guest. If the guest pays by credit card, the receptionist must first confirm whether the hotel can accept the card held by the guest and whether the card is valid.

⑤ Fill in the room card. When the guest fills in the registration form, the receptionist should fill in the room card and give it to the guest.

⑥ Contact Housekeeping Department. After the guests check in, the receptionist should inform the housekeeping department of the guest's check-in information so that they can make preparations for the reception in advance.

⑦ Make guest bills. Indicate the guest's name, arrival and departure date, room number, room type, room rate payable, etc. On the printed bill.

Six, the front desk reception frequently asked questions.

(1) The guest is unwilling to stay.

(1) should know what the guests think and patiently explain the necessity of filling in the registration form. If the guest is afraid of trouble, he can fill it in and ask him to sign it.

(2) If the guest is worried and afraid of being disturbed, he can patiently explain to the guest and make a guarantee to reassure him.

(2) The visitor asks about the guest.

Check the guest's room number first, then contact the guest, and tell the guest's room number after obtaining the guest's consent.

(3) When the room is tense, the guest asks to stay.

(1) Taking care of the interests of the guests who have already stayed in the hotel as the first priority, we would rather introduce other hotels to the guests who are about to stay in the hotel than drive away the guests who have already stayed in the hotel.

(2) You can explain the difficulties of the hotel to the guests who have already checked in and ask for their opinions. If the guest does not want to move to another hotel, he should inform the reservation office as soon as possible, find another room for the guest who is coming to the hotel, or contact other hotels.

(4) When the guest leaves the store, take away the room items.

When individuals leave, they often take away the hotel's tea cups, towels and other supplies, out of greed and petty gain or to keep a souvenir. In this case, it is inappropriate to ask them directly, which will make the guests unable to get off the stage and destroy the established harmonious relationship between them. It is wise to tell the guests without showing any trace: "you can't find what is in your room." Did you accidentally put them somewhere and forget to restore them? "

The front hall is the nerve center of the hotel and the representative of the hotel management organization in the eyes of guests. Guests check in and check out in the lobby. If you are in trouble, ask for help in the lobby. They also seek lobbying when they are dissatisfied. The manners of the front office staff will leave a deep first impression on the guests, and the first impression is extremely important. If the front office staff can treat guests with courtesy, provide services with skillful skills, or properly handle the complaints of guests and help them solve difficult problems seriously and effectively, then he will feel at ease and satisfied with other services of the hotel. On the contrary, the guests will be dissatisfied with everything.