Ask for a job responsibility and flow chart of the hotel western restaurant customers.

Customer's job responsibilities and procedures

As the facade of the company, customers are the first subject of the company's image, that is, the department that leaves the first image to the guests, which is seriously affected.

Will affect the normal operation of the company, and even affect the company's operating income. As a customer, you should keep a clean appearance and be kind.

Smile and greet the guests politely, leaving a good first impression on them. Customers should keep in mind the company's regulations and be familiar with the company.

The location of the secretarial office is suitable for the normal procedure of receiving guests. If in doubt, how to bring the guests into the room first should be discounted.

Ask sensitive questions. When there is no room for guests at the blasting site, the skills of dealing with problems should be taken to prevent the guests from asking questions.

First, the preparation work before work

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Before going to work every day, you must punch in your own time, and do a good job of pre-job cleaning and major inspection at the first time.

The sanitation, decoration, lighting and all hardware equipment in the lobby work area should be out of place as soon as possible.

Inform the relevant department heads to repair in time.

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Check the daily necessities of the post, such as items that should be prepared at the information desk, computers, pens, rulers, correction fluid, work diaries, etc.

Whether we are complete or not.

Second, check the personal gfd.

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Before you go to work, you must put on your uniform neatly according to the regulations designed by our company.

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Pay attention to your mental state, don't go to work with emotions, be neat, refreshing, energetic and thoughtful.

A good state of vitality welcomes the arrival of guests.

Third, the customer's reservation.

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Customers should clearly understand the situation of each room, and can't re-book or make mistakes.

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When a customer answers a guest's reservation, the phone needs to be answered at most three times, and it must be polite to answer the phone.

Appearance said:

"Hello, Hao Ming Club of Lihao Hotel"

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Listen carefully to the requirements of the guests, and introduce the company size and room to the guests without knowing the company.

Price, consumption and others.

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Give a suitable room according to the guest's request, and then repeat it to the guest to avoid mistakes, and leave the customer details.

Company name, name, number of people, contact number, appointment time and other details.

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After answering the phone, you should immediately and clearly fill in the reservation registration and write the reservation card, which is something that every customer must understand.

Reservation status.

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If the guest requests to reserve a room without a private room:

1) Suggest that guests go to other departments for entertainment, such as pedicure and sauna;

2) Suggest that the guest leave his contact number, and we will arrange it for you as soon as possible.

3) Suggest the guest to change the date or time.

Fourth, the belt requirements

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All customers should greet the guests when they arrive.

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Bow, take the initiative, be neat and polite, and smile at the guests.

Someone asked whether to make a reservation, the reservation and the name, and a customer confirmed it and brought it into the room.

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When taking a guest, pay attention to the distance between you and the guest. Take three or four steps to the guest's left first to avoid the guest getting lost.

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Pay attention to regular customers and keep in mind the guest's respectful name. When regular customers arrive, you can clearly say your name and let them pay attention.

Feel, feel at home.

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Stop the guests from bringing drinks and food privately, and explain the company regulations to the guests and treat them politely.

People store food. If regular customers leave drinks at the service desk and then inform the manager, they can only deliver them after obtaining permission.

Enter the room. Customers are not allowed to release without authorization, and please ask the security department for assistance if necessary.

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If the guest chooses a room, explain to the guest that it is suitable for several people to sit, and ask for the guest's opinion.

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If you cancel the reservation when the reservation has been transferred, you must inform the person in charge of the relevant department at the first time.

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After the guest is brought into the room, the guest must introduce the equipment in the room, such as electricity, to the guest without service personnel.

Use brain, air conditioner, amplifier, etc. Leave politely until the service or management personnel enter the room.

Open a room and say:

"Have a good time ..."

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Be sure to know the number of people, room number, time and handlers when opening the card, and then return to work after handing it over to the cashier.

V. Problems encountered in the work.

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If you encounter difficulties when asking a guest's name, such as deliberate embarrassment, you should laugh it off and don't act unhappy.

Show it to the guests.

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In any case, if a guest orders a drink, he should also listen to the bill on his behalf and inform him later.

Pop music show host

The waiter is alone.

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When guests come to the company to find someone, they should take the initiative to provide assistance (first determine the room where their friends are, if not sure,

Don't blindly take guests from room to room, but knock on the door accurately to enter.

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If there is a reservation, guests should call before the reservation time. If the room explodes, ask the guest.

You can check out only after you check out.

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People often go in and out at the door,

You must know the guests,

Meeting with company leaders,

Use polite language:

For example:

"Zhang,

Director Xx, good evening. "

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If any director or boss has the responsibility to know the full name and reasons of the other party, he can't say that he is right away.

Whether the seeker is present or not, the minister or manager should be informed for handling.

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If a special department comes for temporary reception, then inform the boss to help arrange the transfer work.

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If you leave your post during working hours, you must explain something important to your boss before you leave.

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Don't eat snacks, sing songs and talk about private affairs and right and wrong at work.

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Take guests or other special circumstances, don't run on the spot, so as not to cause guests to be nervous and think something will happen.

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Without the consent of the leader, the parties can't enter the room to accompany the guests to drink and sing.

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Do a good job of daily inspection and submit daily statistical reports to relevant departments.

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Always check the sanitary conditions of garbage, ground and gate. If it is not clean, immediately notify or clean it yourself.

6. Work before closing

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When the guests leave,

Customers should send their guests away politely,

Also bend 30 degrees,

Say:

"Thank you very much,

Welcome to come again next time. "

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On duty before going to work, it is necessary to register the appointments of various departments, and all customers should check the appointment book to understand the appointments.

Book the next day.

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Pack up the post supplies and record the supplies needed the next day.

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The minister can only clock out after finishing the roll call and keeping a work diary.