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What are the main details of hotel property management?
Employees should be trained on their professional skills and service levels first, and then on their overall quality and hotel etiquette. The following are
Basic hotel service etiquette
1. Reception etiquette
1. Pick-up etiquette
(1) Master the arrival time
The greeting personnel must accurately grasp the arrival time of the guest by plane, train, or ship If the time changes, please notify us in time.
(2) Pay attention to 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 your 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 various 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.
Take the initiative to help people into the elevator.
(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 full. When guests arrive, they must applaud. If necessary, the general manager and relevant leaders must come forward to greet them. The team shall not be disbanded until all guests have entered the store or all vehicles have left.
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 greeters are in front and the guests are behind; when seeing off guests, the guests are in front and the greeters are behind.
2. Notes
For hotels, the following points should be paid attention to when seeing off guests:
(1) Be ready for checkout
Prepare in time the checkout before the guest leaves the hotel, including checking the usage of drinks in the mini bar, etc. Do not catch up with the guest after the guest leaves
and ask the guest to make up for the "missing account".
(2) Luggage ready
The waiter or waiter should deliver the guest’s luggage or slightly heavier items to the door.
Guests get on the bus in the order of the guests or the host follows the guests.
3. Farewell
When seeing off guests, you should say goodbye to them, wish them a happy journey, and watch the guests leave to show respect.
4. Deliver the car
If you want to accompany the car to the station, airport, pier, etc., wave when the car or ship starts, and wait until it is far away before leaving.
3. Specific matters in the welcome and farewell work
1. Preparation in advance
When greeting high-status guests, arrange VIPs at the airport, station, and dock in advance Lounge, drinks ready. Send someone to the airport to wait for the guests
to go through the relevant procedures and pick up the luggage instead. 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 must be well-trained to leave a good and pleasant first impression on guests.
2. Assistance work
Assign 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 important delegations,
there are a lot 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,
so that they can change clothes.
3. During the reception process
The hotel reception work system and other relevant regulations must be strictly implemented, and the reputation of the hotel must be consciously maintained.
4. After staying in the hotel
Understand the occupancy status of the guest rooms and prepare various reports on the occupancy status of the rooms to provide accurate information for the hotel's operation and management
Information, and pass the customer's relevant information to various departments through computers, telephones, documents, reports, etc.
5. Pay attention to separate reception
At the hotel door, do not write the word "Welcome" uniformly, but should be based on the arrival of people of different nationalities.
Change the language at any time. If you install an electric rotating large-character placard that continuously rotates to show the languages ????of various countries, it will give guests a sense of intimacy and homecoming
. 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. .
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 "Mr." 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 any discrimination. Whether they are white or black, poor or rich, domestic compatriots or foreign tourists
they should be treated equally and 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 say "Sorry for the shortcomings", "Welcome to visit again
", "Goodbye" ” and other polite words.
For more knowledge and implementation plans on business management, please go to Zhongxu Culture Network or Zhongxu Business School.
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