Who has quality training content for hotel employees?

Basic welfare of employees

1. Medical system

(1) If an employee needs medical treatment due to illness during working hours, he should first report to his direct supervisor and seek consultation You can only go to the infirmary for treatment with your supervisor's consent.

(2) Employees should cooperate with the doctor when seeing a doctor, and should not conflict with the doctor in the hotel clinic, or entangle with the doctor to ask the doctor to ask for a sick leave note or to go out for medical treatment.

(3) Employees who go out for medical treatment due to illness during working hours must have a certificate from the hotel clinic. Otherwise, the department shall not make the decision to allow employees to go out for medical treatment without authorization.

(4) If you need to go out for medical treatment after being diagnosed by the infirmary, you must go to the hospital designated by the hotel; otherwise, the hotel will not reimburse the relevant expenses. After going out for medical treatment, relevant certificates must be returned to the clinic for confirmation in a timely manner.

(5) When employees go out for medical treatment or emergency, they should notify the department supervisor and obtain his consent before working hours on that day. Regardless of the length of sick leave, they must return to the hotel for follow-up consultation every day and submit relevant medical records to prove it. Submit it to the medical office for confirmation. If there are special reasons, you can also ask colleagues, relatives and friends to ask for leave from the hotel in time.

(6) All confirmed sick leave certificates will be sent by the department to the Human Resources Department together with the attendance sheet at the end of the month.

(7) If employees undergo outpatient consultation and their condition is diagnosed by the infirmary and do not require hospitalization, they will bear their own medical expenses.

(8) Medical expenses for work-related injuries caused by employees will be fully reimbursed by the hotel in accordance with relevant national regulations.

(9) If you need to go out for medical treatment after being diagnosed by the medical office, you must go to a designated hospital for treatment, otherwise you will be responsible for all medical expenses.

(10) Hospitalization is limited to the hospital designated by the hotel infirmary. You can only stay in the general ward during hospitalization. If the hospital recognizes that you can leave the hospital after the hospitalization is stable, you should be discharged immediately; otherwise, you will be informed by the hospital. From that date onwards, medical expenses incurred will not be reimbursed.

(11) The limit of reimbursement of medical expenses for hotel employees within one year is 3,000 yuan. The excess shall be borne by themselves, and the annual limit cannot be accumulated.

2. Holiday system

(1) Statutory holidays

Each hotel employee can enjoy seven days of statutory holidays per year stipulated by the state: 1 day on New Year's Day and Spring Festival 3 days, 1 day for International Labor Day and 2 days for National Day.

(2) Marriage leave

① For employees who comply with the national marriage law and have served in the hotel for more than one year, the marriage leave is 3 days. For those who marry later, an additional 10 days of late marriage leave will be added* **13 days total.

② Employees need to apply for marriage leave within six months from the date of receiving the marriage certificate. The leave can be taken only after approval by the department supervisor. Applications after half a year will be invalid.

(3) Bereavement leave

Bereavement leave is 3 days. The application conditions are the death of the applicant’s immediate family members, that is, spouse, children, parents, spouse’s parents, brothers, sisters, grandparents, maternal uncle, grandparents.

(4) Maternity leave

For female employees who comply with national regulations and have worked in the hotel for more than 2 years, after 7 months of pregnancy, they can take it based on their work needs and their physical condition. You can apply to the hotel for 3 months of maternity leave with a valid certificate from the hospital. During the maternity leave, you can only receive part of the monthly fixed salary.

(5) Work-related injury leave

Employees enjoy full salary during work-related injury leave. However, employees' work-related injuries must be confirmed by the hotel infirmary and designated hospitals.

(6) Annual leave

Employees at different levels of the hotel can enjoy annual leave of different lengths. For every employee below the supervisory level (including supervisory level) who has worked for one year, They can enjoy 8 days of annual leave per year; employees above the supervisory level can enjoy 12 days of annual leave per year for every full year of service; and 1 additional day of annual leave for every full year of service. But in the end it shall not exceed 15 days.

During an employee’s annual leave, if it falls on a statutory holiday, it cannot be added to the annual leave. Annual leave should be taken as much as possible in one go, depending on the business conditions of the hotel.

Application for annual leave must be made 15 days in advance, and it will be valid only after being reviewed by the relevant department and the human resources department. At the same time, annual leave cannot be accumulated. Anyone who fails to take vacation according to regulations without the approval of the general manager will be deemed to have automatically given up the right to take annual leave.

(7) Family leave

① Family leave is applicable to employees who have served in the hotel for more than one year. The object of family leave must be a person outside this city.

② Family leave is 15 days. During the period of family leave, if there is a statutory holiday, it cannot be added to the family leave.

③ Family leave for employees is a paid holiday, but the round-trip travel expenses are paid by themselves.

④ The specific time for taking family leave shall be negotiated between the employee and the department to which he/she belongs, and the employee shall apply for it. The department shall arrange it according to work needs and submit it to the Human Resources Department for confirmation and filing.

(8) Sick leave

① During the probation period, employees do not enjoy paid sick leave. If the monthly sick leave exceeds 3 days, they will be dismissed as unqualified on probation.

② Employees who have expired the probation period can enjoy 2 days of paid sick leave per month, but it cannot be accumulated.

(9) Personal leave

① Employees are not allowed to apply for personal leave without special reasons.

② If an employee really needs to take personal leave for special reasons, he or she must fill out the "Personal Leave Application Form" in advance and apply to the manager of the department to which he/she belongs. The request will be approved by the department to which he/she belongs within 3 days. Review and approve with the Human Resources Department ***, more than 5 days must be approved by the general manager.

③ During personal leave, the salary during the leave will be deducted.

Author: Chen Xuan Reply Date: 2005-3-14 11:27:00

uKey Points Reviewt

This chapter focuses on the basic qualities of hotel employees and relevant knowledge of quality service awareness training, setting goals for hotel training. Let hotel employees clarify their own requirements and continuously improve their own quality.

uSelf-testt

1. Do you think the hotel staff quality training lacks content from time to time?

2. How should we help employees establish the concept of "customer first"?

3. What should quality services include?

uContent Supplementst

What important training content do you think is missing from this chapter? Please list and contact us promptly, we will name you in the reprint description and express our thanks!

uLearning Experiencet

Author: Chen Xuan Reply Date: 2005-3-14 11:29:00

Chapter 2 Basic Hotel Etiquette and Etiquette Training

Section 1 Welcome Service Etiquette Training

Training targets hotel employees responsible for welcome service

The purpose of the training is to master the etiquette and skills of welcome service.

Provide guests with high-quality welcome and farewell services

Training points on reception etiquette

Farewell etiquette

1. Reception etiquette

1. Pick-up etiquette

(1) Master the arrival time

The pick-up and drop-off personnel must accurately grasp the arrival time of the guest's plane, train, or ship. If there is any change, Should be notified promptly.

(2) Pay attention to the etiquette when picking up from the station

For guests who have made reservations in advance and come from afar, you should take the initiative to greet them at the station, pier, or airport. Generally, you should arrive 15 minutes before the flight, train, or ship arrives, so that guests who have traveled a long distance to reach their destination will not be unhappy due to waiting.

(3) Clothing requirements

When receiving guests from different countries, the clothing color habits that they can accept should be taken into consideration. Reception staff should be familiar with the color preferences of people from different countries.

2. Reception etiquette when arriving at the store

(1) Welcome greeting

The reception staff should greet the guest with a smile, first the guest of honor, then the attendant, and then the female guest. The last male guests are welcomed and greeted in sequence.

(2) Issuing room allocation cards

Give the room allocation card to the guest in a timely manner, open the elevator door for the guest, use gestures to invite the guest to enter the elevator, and take the initiative to assist guests with limited mobility. Get into the elevator with help.

(3) Queue to welcome

When important guests or groups arrive, waiters should be organized to queue up at the door to welcome them. The clothing must be neat and tidy, and the spirit must be high. When guests arrive, they must applaud. If necessary, the general manager and relevant leaders must come forward to greet them. The team cannot be dismissed until all guests have entered the store or all vehicles have driven away.

2. Farewell etiquette

1. Specifications

The farewell specifications are roughly the same as the reception specifications. Only the order of the guest of honor is exactly opposite to that of the welcome. When greeting guests, the guests are in front and the guests are behind; when seeing off guests, the guests are in front and the guests are behind.

2. Precautions

For hotels, the following points should be noted in the etiquette of seeing off guests:

(1) Be ready for checkout

Prepare in time for the checkout before the guest leaves the hotel, including checking the usage of drinks in the mini bar, etc. Do not rush to ask the guest to make up for the "missing account" after the guest leaves.

(2) Luggage ready

The waiter or waiter should deliver the guest's luggage or slightly heavier items to the door.

(3) Open the door

The hotel staff should help the guests to open the door. When opening the door, hang the right hand on the top of the door, and press first the guest of honor, then the entourage, and first the female guest, then the male guest. You can get on the bus in the same order or as you please.

3. Farewell

When sending guests off, you should say goodbye to them, wish them a happy journey, and watch the guests leave to show respect.

4. Delivering a car

If you want to accompany the car to a station, airport, pier, etc., wave when the car or ship is moving and wait until it is far away before leaving.

Author: Chen Xuan Reply date: 2005-3-14 11:30:00

3. Specific matters in the welcome and farewell work

1. Beforehand Preparation

To greet high-status guests, arrange VIP lounges at airports, stations, and piers in advance and prepare drinks. Send someone to the airport to wait for guests and handle relevant procedures and collect luggage on their behalf. After arriving at the hotel, play elegant music to relieve guests from travel fatigue. In addition, you can also prepare some latest newspapers and magazines. Employees should be well-trained to leave a good and pleasant first impression on guests.

2. Assistance

Designate a dedicated person to assist with relevant procedures and matters such as air tickets, car and boat tickets, baggage pickup or check-in procedures. For an important delegation with a large number of people and a lot of luggage, the luggage of the main guests should be taken out first. It is best to ask the other party to send someone to cooperate and send it to the residence in time for changing clothes.

3. During the reception process

The hotel reception work system and other relevant regulations must be strictly implemented, and the hotel's reputation must be consciously maintained.

4. After staying in the hotel

Understand the occupancy status of the guest rooms, prepare various reports on the occupancy status of the rooms, provide accurate information for the hotel's operation and management, and provide information through computers and telephones , documents, reports and other methods and channels to pass the relevant information of the guests to various departments.

5. Pay attention to separate reception

At the hotel door, do not write the word "Welcome" uniformly, but change the language at any time according to the arrival of people of different nationalities. If you install an electric rotating large-character placard that continuously rotates to show the languages ????of various countries, it will give guests a warm and welcoming feeling. Hang a small national flag of the host country in the guest's room, and place newspapers and periodicals in that country's language on the table. I believe the emotional distance between the hotel and the guest will be significantly reduced.

Training Exercise 2

Reception Etiquette Requirements

1. When guests arrive, greet them enthusiastically and proactively. This can be said to be the first step in polite service.

When greeting, use polite titles such as "Sir" and "Miss", and use greetings such as "Hello", "Good morning" and "Good evening".

2. When waiting for guests, pay full attention and maintain eye contact with the guests.

3. Treat guests equally without discrimination. Whether they are white or black, poor or rich, domestic compatriots or foreign tourists, they should be treated equally.

4. When serving guests, you should follow the principle of serving guests first, women first, men second.

5. When bidding farewell to guests, you should actively solicit their opinions on the hotel and use polite words such as "Sorry for the shortcomings", "Welcome to visit again", "Goodbye" and so on.

Author: Chen Xuan Reply Date: 2005-3-14 11:31:00

Section 2 Doorman Service Etiquette Training

Training object hotel doorman

The purpose of the training is to master the etiquette and skills of welcoming and seeing off guests,

to create a "home away from home" environment for guests

Training points: Reception etiquette when the vehicle arrives

Etiquette when guests enter the store

Etiquette when guests leave the store

1. When on duty

When the doorman is on duty, he should dress neatly , stand upright, do not lean over, bend down, or lean on objects, and walk naturally, steadily, vigorously, with a dignified appearance and bright eyes.

2. When the vehicle arrives at the store

1. Welcome

When the passenger vehicle arrives at the store, the guard in charge of the outer lane will quickly walk towards the vehicle and smile. Open the car door for guests and welcome them.

2. Open the door

When a vehicle coming to the hotel stops at the main entrance, it must move forward and open the door to welcome guests as they get off. Generally, the right door is opened first, and the top of the door is blocked with the right hand to remind guests not to touch their heads. Help should be provided to the elderly, weak, sick, and female guests, and attention should be paid to the steps at the door.

3. Handle luggage

When you encounter luggage in the car, you should immediately call the bellman at the door to carry the luggage for the guest, assist the bellman in loading and unloading the luggage, and pay attention to whether there is any missing luggage. thing. If there is no bellman for the time being, you should take the initiative to help guests unload their luggage from the car, and guide them to the reception desk with their luggage to check in. After putting their luggage away, they should hand over and explain to the guests, and quickly report to the baggage attendant and return to their posts.

4. Remember the license plate number and color

The doorman should remember the vehicle number and color of the customers who often come to the store in order to provide fast and thoughtful service.

5. Rainy days

On rainy days, when customers arrive at the store, they should hold umbrellas for them.

3. When a customer enters the store

When the customer enters the store, the door should be opened for the customer and say: "Hello, welcome."

4. When a guest leaves the hotel

1. See the guest off

When the guest leaves the hotel, the doorman responsible for leaving the hotel should take the initiative to greet the guest and call a taxi on his behalf. After the car has stopped, open the door for the guest and ask the guest to get on the car; if the guest has luggage, he should take the initiative to help the guest put the luggage into the car and verify the number of luggage with the guest. After the guest is seated, close the car door for the guest, but do not use excessive force or clamp the guest's hands and feet. When the vehicle is about to start, the doorman bows and stands at attention, standing one meter diagonally in front of the vehicle, leaning his upper body forward at 15 degrees, looking at the guest, raising his hand in greeting, saying goodbye with a smile, and saying: "Goodbye", "Have a safe journey", "Have a nice journey", "Thank you for coming," "Welcome again", "Wish you a pleasant journey!" and other farewell words.

2. Send the team off

Be a guest of the team, When attendees of large conferences and banquets arrive or leave together, work efficiency should be improved and the waiting time of guests should be minimized. Arrange in advance and give special attention to the arrival or departure of key guests.

3. Situation

When there are many people waiting for the bus but there is no bus, guests should be politely asked to queue up in order of priority.

When there are many cars carrying passengers but few people, guests should be arranged in the order in which the cars arrive.

Author: Chen Xuan Reply date: 2005-3-14 11:40:00

Section 3 Front Desk Service Etiquette Training

Training target hotel general manager Service desk staff

Training purpose: Master the work etiquette of guest reservations, check-in registration and checkout, and provide guests with high-quality room service

Training key points: Room reservation etiquette

Check-in etiquette

Check-out etiquette

Checkout etiquette

1. Front desk etiquette

1. Reservation etiquette

(1) Clarify the nature of the guest

The first direct contact between the guest and the hotel is at the reception desk. Guests who come to the hotel can be divided into booking groups, individual bookings and Scattered travelers. Clarifying the nature of the guest will help the hotel conduct pre-registration work.

For reservation guests, the hotel can assign rooms, set prices, and prepare registration forms for guests in advance. However, this cannot be done for non-reservation sporadic individual guests, because the hotel cannot know the guest's needs, arrival time and personal information in advance. Therefore, the check-in process plays the role of collecting information. Without complete information, room allocation and pricing cannot be made.

(2) Civilized and polite attitude

Polite, enthusiastic and thoughtful.

(3) Reservation staff quotation issues

First, explain the reasonable tax rate; secondly, explain the additional fees for some additional services or pleasant environment; thirdly, verify whether the hotel has minimum If so, whether it will affect the guest's time requirements; fourth, verify whether the hotel has any special sales advertising activities that will affect the guest's stay time; fifth, explain the reasonable foreign exchange exchange rate comparison.

(4) Accept or reject the reservation

After filling out the reservation registration form, the reservation clerk can compare the reservation request with the room availability on the day the reservation arrives and decide whether to accept it. Guest's reservation. If the reservation is accepted, the reservation clerk will then confirm the reservation. If you decline a reservation, treat the guest with kindness, regret, and understanding. First call the guest by his or her last name, and then explain that the room cannot be accommodated because the room is fully booked to try to gain the guest's understanding. After the guest expresses his understanding, the next step in the reservation will be to suggest the guest to make some changes based on different situations, such as room type, date, number of rooms, etc. Even if the guest's original reservation requirements cannot be met, the guest must be satisfied in the end.

(5) Confirm reservation

Confirmation is required after accepting the reservation. Through confirmation, on the one hand, the hotel can further clarify the guest's reservation requirements; on the other hand, it can also make an agreement between the hotel and the guest.

(6) Modify the reservation

After the reservation is accepted or confirmed, the guest may make many changes to the reservation content before arriving at the hotel, such as arrival or departure time, number of rooms, etc. Changes in the number of people, guest names and reservation types, as well as complete cancellation of the reservation, may occur. Whenever changes are required, a change form must be filled in and the relevant reservation registration must be changed accordingly to keep it correct.

(7) Cancellation of reservations

You must be very careful when handling cancellations of reservations, because if the account is miscalculated to guests who have canceled reservations, the hotel will be in a passive position and the hotel will also be in a passive position. Will make guests feel dissatisfied.

(8) Common mistakes in booking

① Record errors. Including incorrect arrival or departure dates, or misspelling or reversing a guest's name is rude and should be apologized immediately.

②One-time record. After obtaining some information from the guest's reservation form, the reservation clerk should repeat it to the guest.

(9) Answer the phone to book a room

When answering the phone, the correct tone should be friendly, cordial and pleasant.

Most of the calls received by the reservation department first ask about the hotel's services, room rates, etc. The reservation staff must answer patiently and seize the opportunity to sell to the guests. When quoting house prices, first quote the deluxe current price, and then quote the lower ordinary price. When the guest expresses willingness to accept, you can further inquire about the guest's requirements and fill in the order.

2. Check-in etiquette

(1) Check-in

As soon as the guests arrive at the hotel, they should quickly complete the housing registration procedures to ensure that the main service desk operates at a high level. Efficiency and satisfying guests. The design of the registration form must be simple, scientific and rational.

(2) Shorten time

The main service desk should contact and coordinate more with the guest room department to ensure that guests are assigned quickly and agilely, so as to avoid imperfect communication between departments and causing guest Registration is taking too long. Generally speaking, the staff at the front desk must quickly register guests and allocate rooms, and the time spent is limited to less than 2 minutes.

(3) Proficient in business

Should know how to operate the equipment and computers in the telephone switchboard room. In addition to their own duties, they must also respond to emergencies, that is, special requests from guests, and provide assistance and services. In addition, some suspicious persons and abnormal events must be reported to the supervisor in a timely manner.

(4) Have a strong sense of responsibility

Have a strong sense of responsibility and require employees to verify room allocation, guest arrival status and checkout status every time after work. Is everything correct and completely normal?

(5) Information communication

In the communication of check-in control information, the staff of the housekeeping department must promptly notify the front desk of the rooms available for rent, and the front desk staff can rent the rooms. to guests. If hotel rooms are not rented out in time, their value cannot be stored and the loss is irreparable.

(6) Check room conditions

The front desk must determine and check whether the room conditions where the guest is staying meet the guest’s needs. For example, room category, level, price, etc.

(7) Convenience to guests

When giving the guest room key, it is usually handed over to the guest together with the hotel map.

(8) Satisfy guests

As long as hotel employees follow the prescribed service procedures and service specifications, there is no doubt that guests will be satisfied. From the moment you stay in the hotel to their guest room, you will feel comfortable, convenient and pleasant.

(9) Update information

Quickly update information about guests moving out and changing rooms and maintain the latest records of guest rooms and guest accommodation conditions. Verify the accuracy of guest accommodations between room availability and actual rooms to correct errors on guest bills and ensure all available rooms are rented.

(10) Exchange information with guest rooms

The main service desk is closely connected with the guest room department. In order to ensure that clean and tidy rooms can be allocated to guests quickly and quickly, the guest room department The two departments must exchange information with the main service desk and report room occupancy status and available rooms for rent anytime and anywhere.

3. Etiquette for managing guest accounts

(1) It is necessary to ensure that hotel employees accurately and timely record expenses into relevant guest accounts to ensure that the accounts of in-store guests are accurate.

(2) Do not leak secrets. The staff at the front desk are responsible for not leaking the customer’s account data and accounts to anyone. For example, if a gentleman staying at a hotel uses an invalid credit card, there is no need to broadcast it everywhere, and there is no need to let irrelevant people know about it. If necessary, it is only allowed to report to the hotel general manager or relevant management personnel.

4. Check-out etiquette

(1) Gentle and polite

When encountering guests checking out, you must be gentle and polite, and do not be rude or unhappy. Be patient and explain the hotel's check-out regulations to guests, and handle check-out procedures for guests in accordance with the regulations. When the guest checks out, he should be presented with an accurate bill and asked to pay in full.

(2) Leave a good impression

Most guests check-out and check-out procedures are usually between 7:30 and 9:30 in the morning. If employees are ready to work, work arrangements By being organized, you can make the check-out process go smoothly, efficiently and leave a good impression on your guests.

5. Checkout etiquette

(1) Understand the checkout method

The front desk staff must correctly understand the checkout method selected by the guest when checking in. This is important. If the guest chooses to settle in cash, the hotel usually requires the guest to pay in full upon check-in, and the hotel generally does not give credit rights to guests who pay cash. If the customer requires transfer settlement, he must confirm the previously approved transfer address and transfer arrangements. The hotel is not a credit union and should exercise extreme caution when accepting requests for payment by transfer.

(2) Be careful, careful and patient

The front desk staff must keep in mind that when talking about his check with the customer, it involves money issues, so he must be careful and careful. Be careful and patient. Because a customer's self-worth and self-esteem are related to money and are considered extremely important.

(3) Gentle attitude

You must remain calm and confident at all times, and at the same time, your attitude must be gentle and affable. No matter how the guest behaves or the attitude is unbearable, as a hotel employee, you must be kind , serve guests cordially.

(4) Rigorous, accurate and fast

All complicated matters involving the establishment of guest expense accounts, cash, checks, credit cards, direct transfers and team payment vouchers must be carefully handled Check and verify. Checkout should be as quick and fast as possible, as convenient as possible for guests, simplify the procedures, and at the same time protect the hotel's profit income.

(5) Clarify errors when they occur

If there are errors in the guest's room rate, bill or other aspects, they must be reviewed and cleared before the guest leaves the hotel, and the guest must be satisfied with the payment. Leave the hotel. If there is a huge difference in billing, the foreman or supervisor must investigate and verify or

Author: Chen Xuan Reply Date: 2005-3-14 11:41:00

2 , Inquiry service etiquette at the front desk

1. Try to meet the needs of guests

Due to the central location of the information desk in the hotel and its important role in guest service, the information desk must It is the main source of information for the hotel. As the protagonist of room sales, the information desk must also provide guests with accurate information about the hotel's facilities and services. Various information and important activities about the hotel location are also what guests ask for. Needless to say, the more information an information desk can provide, the better it will be able to meet guests' needs.

2. Pay attention to the image and promote the hotel

Hotel employees at the information desk must be responsible for the hotel's image and must work hard to promote the hotel's facilities and services. In order to improve work efficiency, information desk staff should be familiar with the location, service items and business hours of various facilities in the store. Information about hotel guests can be obtained through the hotel guest list and inquiries.

3. Master the guest information

The information desk needs to master the guest information. The list of guests can be arranged in alphabetical order by name.

4. Be proficient in using advanced information equipment

Large hotels usually use information racks and computers to improve the efficiency of the information desk and be ready to provide guests with the exact situation at any time.

3. Sales etiquette at the front desk

1. Knowledge

Promote the hotel not only to the guest room facilities but also to the area’s tourist attractions, tourist attractions and Familiar with and tell guests about historical sites, flavored snacks, etc., promote them to guests, and introduce good tourist attractions, so as to extend the stay of guests.

2. Work hard to win customers

Work hard to win customers to stay at the hotel again. If it is a hotel affiliated with a certain hotel chain, recommending and introducing the hotel to the guests, and handling the hotel affiliated to the next travel destination, which not only facilitates the guests but also controls the flow of customers.

3. Understand the common questions of guests

Common questions of guests include the following:

(1) Where is the nearest church here?

(2) Can you call a taxi for me?

(3) Where is the nearest shopping mall here?

(4) I want to go How to get to the nearest bank from here?

(5) I want to go to a movie, how to get there?

(6) What time is the check-out time for this hotel?

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(7) Where are the better Chinese restaurants, Mexican restaurants, and French restaurants?

(8) Where are the restrooms?

(9) Are there tourist attractions nearby? ?

4. Establish an information database

The front desk staff must have extensive knowledge, and at the same time, they must establish a practical information database. Each person has a copy to answer questions asked by guests. Not coming out would be embarrassing and rude, and would affect the hotel's reputation.

5. Must-know questions

Master business knowledge about in-store facilities and local conditions so that you can politely respond to guests' requests and promote hotel services.

(1) The hotel’s star rating.

(2) The business or service hours of various hotel services.

(3) Vehicle routes, vehicle rental companies, prices, etc.

(4) Airline phone number.

(5) Regional city map.

(6) Local specialties.

(7) Places of interest and historical sites.

(8) The business hours of some other hotel cafes, restaurant business hours and shopping mall business hours, etc.

6. Promote guest rooms

When promoting guest rooms, it must be based on what is achievable and must be expressed in convincing language to describe the rooms and accommodations that provide guests with choices. condition of the premises. In actual sales, special attention should be paid to the room level provided to the guests to meet the actual situation of the guests. It is not necessary to sell high-priced rooms to the guests first. The front desk staff cannot bargain with guests, but must sell according to the quotes published by the hotel. Fully introduce the hotel's guest rooms and various service facilities and services.

The following expressions can be used when introducing:

(1) Tent cabins by the swimming pool.

(2) The high-rise is quiet and has administrative office rooms.

(3) Newly renovated award-winning room.

(4) Luxurious and spacious welcome reception rooms.

(5) The tower has agency service rooms, providing high-quality and luxurious services.

(6) Strange and unique rooms with mountain views, quiet and pleasant.

(7) This room is very suitable for your requirements.

(8) The room is very convenient and ideal for welcoming your small group.

(9) You can fall asleep quickly without being disturbed by loud noises.

(10) Your children can live in the same room, so you don’t have to worry about them.