I am working on: the management system and process of the front office of the hotel. Can you help?

we should first train the staff's professional skills and service level, and then train the staff's comprehensive quality and hotel etiquette. The following are

basic hotel service etiquette

1. Reception etiquette

(1) Grasp the arrival time

The welcoming staff must accurately grasp the arrival time of the plane, train and ship that the guests take. If there is any change,

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

Guests who come from afar should take the initiative to meet at stations, docks and airports. Generally, it is necessary to arrive 15 minutes before the arrival of flights, trains and ships, so that guests who arrive at their destination after a long journey will not be unhappy because of waiting.

(3) Clothing requirements

When receiving guests from different countries, we should take into account their acceptable habits of clothing colors. The receptionist should be familiar with the preferences of people from all over the world for colors.

2. Reception etiquette when arriving at the store

(1) Welcome greetings

The reception staff should greet each other with a smile, and welcome greetings should be given in the order of the guest of honor first, then the attache, and the female guest first, then the male guest.

(2) Distribute the room allocation card

Give the room allocation card to the guest in time, open the elevator door for the guest, invite the guest to enter the elevator with gestures, and take the initiative to help the guest with mobility difficulties.

(3) welcome in line

when important guests or teams arrive, we should organize waiters to line up at the door to welcome them. The clothes should be neat and full of spirit. When the guests arrive, they should applaud. When necessary, the general manager and relevant leaders should come forward to meet them. The team shall not be disbanded until all the guests have entered the store or all the vehicles have left.

2. Farewell etiquette

1. Specifications

The specifications of farewell are roughly the same as those of reception, except that the order of the host and guest is just the opposite of that of welcoming guests, who welcome guests first and guests last; Seeing the guests off is that the guests are in front and the welcoming staff are behind.

2. Precautions

For hotels, we should pay attention to the following points:

(1) Get ready for the check-out

Get ready for the check-out before the guests leave the hotel, including checking the use of drinks in the mini-bar. Never catch up and ask the guests to make up for the "missing account" after they leave.

(2) Baggage ready

The waiter or waitress should deliver the guest's luggage or heavier articles to the door.

(3) Open the car door

Hotel employees should help guests open the car door. When opening the car door, they should hang the top of the car door with their right hands, and get on the bus by themselves in the order of guest first, female guest first, male guest first or guest first.

3. Farewell

Guests should say goodbye to their guests, wish them a pleasant journey and watch them leave as a sign of respect.

4. Send the car

If you want to accompany the car to the station, airport, wharf, etc., wave when the car and boat start, and you can't leave until it is far away.

III. Specific affairs in the work of seeing off

1. Prepare in advance

To see off high-status guests, arrange VIP lounges at airports, stations and docks in advance and prepare drinks. Send someone to the airport to wait for the guests instead of going through the relevant formalities and picking up the luggage. Play elegant music after arriving at the hotel to eliminate the fatigue of the guests. In addition, you can also prepare some latest newspapers and magazines. Employees should be well-trained, so as to leave a beautiful and pleasant first impression on the guests.

2. Assist in the work

Assign a special person to assist in the relevant procedures and the procedures for picking up or consigning air tickets, cars, boat tickets and luggage. Important delegations, with a large number of people and a lot of luggage, should take out the luggage of the main guests first, and it is best to ask the other party to send someone to cooperate and send it to the residence in time so as to change clothes.

3.

During the reception, we must strictly implement the hotel reception system and other relevant regulations, and consciously safeguard the reputation of the hotel.

4.

After staying in the hotel, master the room occupancy, make all kinds of reports about the room occupancy, provide accurate information for the hotel management, and transmit the relevant information of the guests to various departments through computers, telephones, documents and reports.

5. Pay attention to separate reception

Don't write the word "Welcome" at the entrance of the hotel, but change languages at any time according to the arrival of people of different nationalities. If you put on the electric rotary placard and keep rotating to show the languages of various countries, it will give guests a sense of intimacy at home. In the guest's room, a small flag of the host country will be hung, and newspapers printed with the national language will be placed on the table. I believe the emotional distance between the hotel and the guests will be significantly reduced.

reception etiquette requirements

1. When the guests arrive, they should greet them warmly and actively. This can be said to be the first step of polite service. Use polite salutations such as "sir" and "miss" when greeting, and use greetings such as "hello", "good morning" and "good evening".

2. When waiting for the guests, you should concentrate and keep eye contact with them.

3. Treat guests equally, without discrimination, regardless of whether they are white or black, poor or rich, domestic compatriots or foreign tourists.

4. When serving guests, we should follow the principle of "first master, then second, first woman, then man".

5. When seeing the guests off, you should take the initiative to ask their opinions about the hotel, and extend some polite expressions such as "Please forgive me for the shortcomings", "Welcome to visit again" and "Goodbye".