Model essay on hotel reception scheme

The quality of hotel service is directly related to the survival and development of the hotel. The following is a sample of the hotel reception plan I brought you. Please refer to.

Model Hotel Reception Plan 1

1. Reception content: guide the leaders, students, referees and hotel staff attending the hotel skills festival to arrange the activities on the day of the skills festival.

Second, the reception staff:

Student representative: XXX XXX XXX XXX XXX XXX XXX

Enterprise representative: xxx xxx xxx xxx xxx xxx

College leader: xxx xxx xxx xxx xxx xxx

Participants: XXX XXX XXX XXX XXX XXX XXX

Judge: xxx xxx xxx xxx xxx xxx

Class member: XXX XXX XXX XXX XXX XXX

Three. The organizational structure of the reception leading group and the responsibilities of its members.

I. Composition of the reception leading group:

Team leader XXX, deputy team leader XXX, and members include XX.

B. Division of work and work contents of team members:

1.XXX team leader is responsible for the overall planning and decision-making of event reception.

2. Deputy team leader XXX assists the team leader and is responsible for the overall implementation of the activities to ensure the smooth completion of the reception work.

A. Summarize information from all aspects and places, and timely sort out, process and report.

B, timely convey and implement relevant decisions.

C, check and supervise the implementation of each department, timely and effectively deal with the problems found.

3. Venue entrance personnel: xxx is responsible for the reception during the event;

A, according to the requirements of the venue layout, determine the location of the sign-in desk.

B prepare the sign-in book and arrange the person in charge of signing in.

The attendance book will be prepared for 200 people.

The person in charge of signing in should arrange a hostess.

C, prepare the corresponding hostesses to lead the guests into the venue.

D. guide the guests into the venue.

4. xxx, the internal staff of the venue, is responsible for the security of the games:

A. Provide corresponding security plan according to the activity arrangement.

B. Dredging works at the activity site

C. Arrangement and maintenance of the order at the event site

5. xxx, the guide at the school gate, is responsible for guiding the guests to enter.

A receive business representatives and guide them into the multi-function hall of the college.

B. parking lot planning during the games.

Model essay on hotel reception scheme II

1. Preparations before the arrival of VIPs:

(1) Reservation Department:

? Responsible for checking the specific frequency and time of arrival in Chris Lee;

? If there is no specific shift time, you should contact its agent and relevant personnel to inform the hotel guests of the arrival time and shift as soon as possible;

? Check whether there are pick-up or pick-up requirements when guests arrive, and other special requirements.

(2) reception at the front desk:

? Assign rooms two days in advance, please ask the assistant manager in the lobby for approval;

? When allocating rooms, please note that the rooms must be clean and empty, and try not to pre-allocate rooms that have not left the store;

? Is the front desk staff ready for the guests at night? Registration form? And then what? Welcome card? , put it away with a special VIP reception clip; ? The next morning, the front desk supervisor is responsible for checking the arrival notice of VIP guests, and? Registration form? And then what? Welcome card? To ensure that all the contents are correct before distributing them to relevant departments;

? The front desk supervisor makes room keys according to the assigned room number (all keys must be made one day longer than the check-in time).

(3) Assistant Manager:

? According to the reservation requirements, confirm the layout specifications of the VIP room:

? Review the VIP guest reservation form of the day and confirm whether the special requirements such as room type, arrival date, house price and arrival time are correct.

(4) Front Office Manager:

? The front office manager and executive housekeeper must personally check the rooms of VIP guests;

? Close contact with sales manager or relevant departments to implement the arrangement of VIP room confirmation.

(5) the security department:

? Do a good job of safety in advance;

? Guests should protect their private lives before arrival, when checking in and when leaving the hotel.

(6) VIP room layout:

? The overall layout of the room is simple and quiet.

? The sheets and quilts are blue.

? One VIP fruit basket (8 kinds of seasonal fruits);

? VIP flower basket (a bunch of artistic flower arrangement, two baskets of table flowers);

? Chris Lee's newspaper clippings are on the bookshelf;

? Put a welcome card on the bedside table;

? Free use of afternoon tea in the star lounge;

? VIP welcome letter and general manager's business card issued by the general manager;

? The room is equipped with supporting fitness equipment;

(7) Design of turndown service:

? Place breakfast cards and good night cards on the bedside table;

? Put roses in the corner of the quilt;

? Spell it out with rose petals on the bed? Good night ;

? There is a humidifier on the bedside table, a gift from fans and a gift from the hotel.

2. Welcome work for VIPs when they arrive:

(1) Inform the host and receptionist to wait in the lobby 20 minutes before the guests arrive, and the security personnel will pay close attention;

(2) The assistant in the lobby should ensure that the driveway at the door is unobstructed, and the doorman and bellman in the lobby should be prepared to stand by according to the reception standard;

(3) When the guests arrive at the hotel, the doorman will open the door, welcome the guests to the hotel in the standard language of the hotel, and the bellboy will take the initiative to help the guests with their luggage;

(4) The assistant manager in the lobby is responsible for ensuring that the luggage of VIP guests is delivered to the guest room correctly;

(5) After the VIPs check in, they should inform the Housekeeping Department and the Security Department to be on duty on the floor for 24 hours or pay close attention;

3. Work of VIPs during their stay:

(1) The front office manager and the assistant lobby should pay a courtesy visit to the VIP guests staying in the hotel at an appropriate time every day to show that the hotel pays special attention to the VIP guests, but the time to disturb the guests should not be too long;

(2) Arrange the guests' three meals, and inform the food and beverage department to prepare the delicious shrimps that the guests like;

(3) Ensure the safety and privacy of the guests during their stay in the hotel.

4.VIP guests check out work:

(1) The cashier at the front desk prepares the VIP guest bill in advance;

(2) When the guest arrives at the cashier's desk, the assistant manager in the lobby will help the guest to check out quickly;

(3) Arrange transportation for VIP guests, and the assistant manager of the lobby will arrange vehicles to wait at the hotel gate in advance, and ensure that the sanitation and equipment, air conditioning and music in the car are turned on in advance;

(4) After checking out, the general manager or other relevant department managers and the assistant manager in the lobby will see the guests off and say goodbye;

(5) The assistant manager of the lobby assists the front desk to establish and update VIP guest files as reference materials for future reservation and service.

Model essay on hotel reception scheme 3

The front desk is the brain and central nervous system of the hotel, and it is the place where guests stay in the hotel from beginning to end. In this whole process, the impression left by the front desk plays a vital role. The front office is an important department in modern hotel management and the core of the whole hotel service, which has an important impact on the hotel's market image, industry competitiveness and economic benefits. The front hall is the first place where guests directly contact with the hotel, which involves all the contents of the hotel's service to guests and is the starting point and end point of the hotel's service to guests. The quality of hotel service is directly related to the survival and development of the hotel. The service quality and management decision-making level of the front office will directly affect the hotel's market image and industry competitiveness, thus affecting the hotel's economic benefits. Therefore, the front office is the key to the operation of various departments in modern hotel management, and its role is very important.

First, the hotel lobby reception overview

The hotel lobby is the president of the hotel lobby and its external area. It usually includes the area outside the gate, the front desk, the rest area, the lobby bar and so on. The front office is mainly responsible for guest reservation, business handling, guest room status control, guest account settlement and audit, and comprehensive business management of the front office. The front hall is located in the lobby of the hotel, which is frequented by guests. It is the vanguard of the hotel service group, and it is the department that provides services such as room sales, check-in registration and accounting treatment to guests on behalf of the whole hotel. The front desk is the most conspicuous part of the front desk, which performs most of the functions of the front desk, is the place where guests contact for the first time and the last time, and is the link between the front desk and the hotel backstage. Because of the close contact with the guests, the front desk is not only the guest complaint office, but also the consultation office and the coordination center of all services, so it naturally becomes the link between the guests and the hotel.

In a word, the reception service in the hotel lobby is the first impression of the hotel, the core of hotel service and the center of information communication.

(A) the status and role of the front office service in the hotel

The front office is a department that attracts and receives guests, promotes hotel services such as rooms and restaurants, and provides various comprehensive services for guests. The front office service is to show the function of the front office and let the guests feel it for themselves. The work of the front office has a vital impact on the hotel's market image, service quality, management level and economic benefits.

1. Front desk reception is the business window of the hotel.

Reflect the overall service quality of the hotel. The service quality and grade of a hotel can be reflected in the reception service in the front hall. A guest once said: whenever we walk into a hotel, we don't have to look at his star and bronze medal, and we don't have to ask him who the owner is. Home in the world? After experiencing it, it is usually easy for you to see whether this hotel is a joint venture hotel, whether it is managed by a foreign party, and whether it is a general star crystal. It is in this sense that some people regard the front office service as a hotel? Face? . Is this a face? Beautiful? , not only depends on the design, layout, decoration, lighting and other luxurious hardware facilities in the lobby, but also depends on the mental outlook, work efficiency, service attitude, service skills, courtesy and organizational discipline of the front office staff.

2. The reception desk is the place where the first impression and the last impression are left to the guests.

Reception at the front desk is the first feeling when guests enter the hotel, so it is the place that gives people the first impression. Psychologically speaking, the first impression is very important. Guests always use this first impression to evaluate the service quality of a hotel. If the first impression is good, even if the guests are dissatisfied during their stay in the hotel, they will think that it happens occasionally and can be forgiven. On the contrary, he will think that the poor service quality of this hotel is inevitable. The bad impression of the hotel in his mind is hard to change. And he will find fault with the quality of hotel service. In addition, when guests leave the hotel, they also leave from the front hall. Therefore, this is also a place that leaves a deep impression on the guests, and the last impression stays in the hearts of the guests for the longest time. The final impression depends largely on the courtesy and service quality of the front desk reception. If the waiter's attitude is poor and the efficiency is low, it will leave a bad last impression on the guests and let the hotel provide good service during their stay? All the previous efforts were in vain? .

3. Reception at the front desk has a certain economic function.

It can not only directly obtain economic income by providing postal services, telecom ticketing and taxi services, but also directly affect the number of guests received by hotels. Therefore, the receptionist should take the initiative to promote the hotel products, and feel that she can't passively wait for the guests to come to the door, especially when the supply of hotel products exceeds demand.

4. Coordination function of front desk reception.

The lobby is like the brain of the hotel, and the reception in the lobby is like the face of the hotel, which controls and coordinates the business activities of the whole hotel to a great extent. Every instruction and information sent from here will directly affect the service quality of other departments of the hotel.

5. Reception at the front desk is an important link to establish a good guest relationship.

Under the condition of market economy, customers are God, and hotels are industries that provide comprehensive services such as accommodation and entertainment for guests. Hotel service quality is ultimately evaluated by the guests, and the evaluation standard is the satisfaction of the guests. Establishing a good guest relationship is conducive to improving guest satisfaction and winning more repeat customers, thus improving the economic benefits of the hotel. Therefore, hotels all over the world attach great importance to improving guest relations, and reception at the front desk is the most direct contact with guests and an important link to establish good guest relations.

Second, the hotel lobby reception process

(1) General process

1. Main contents of registration:

(1) Get the personal information of the guest;

(2) meet the requirements of the guests for rooms and house prices;

(3) go through the registration formalities;

2. The purpose of registration:

(1) enables the hotel to obtain the important information of the guests;

(2) Allocating rooms and setting house prices for guests;

(3) Determine the expected departure date of the guests;

3. Five important concepts in the check-in operation process:

(1) Information collection-The hotel collects relevant guest requirements, expected departure date, payment method and personal background information during check-in;

(2) Housing allocation pricing-allocating rooms and setting prices;

(3) Credit limit-the hotel determines the credit limit for the guest according to the payment method of the guest and the hotel credit limit system;

(4) Housing supply plan-the hotel sells rooms to the maximum extent according to the available rooms and the expected departure date of the guests;

(5) Control process-Adjust and control the hotel room allocation and pricing process through the registration procedure; 4. Determine the contents of the registration form:

(1) Number of rooms and beds required;

(2) estimated stay time;

(3) payment method;

(4) the name and address of the guest;

5. Principles that should be paid attention to during the registration process:

(1) The allocation and pricing of rooms are based on the availability of rooms in the hotel;

(2) When checking in, please explain the house price to the guests and ask them to sign it;

6. Assign rooms and set prices:

The allocation of rooms should be made at the same time as the registration of accommodation. When allocating rooms, we should consider the different characteristics and requirements of passengers and the specific conditions of rooms.

(1) For VIP guests, it is generally necessary to arrange a better or more luxurious room;

(2) For ordinary guests, especially individual guests, due to their different purposes of staying in the hotel, it is necessary to do a good job in housing allocation. For example, business guests who are not sensitive to the price of housing can arrange rooms with higher room rates but quieter rooms; Vacation guests can arrange lower-priced rooms;

(3) For group guests, try to arrange them on the same floor, and the room standards of the guests should be consistent, which is not only convenient for guests' activities, but also beneficial to management;

(4) For the elderly, the disabled or guests with children, they are generally arranged in rooms on the lower floors, close to the service desk or workshop, so as to take care of them;

(5) For newly married or staying in a family hotel, a big bed room or a double room is usually arranged in the corner of the floor to make them feel thoughtful and enthusiastic;

(6) The rooms allocated to the guests should explain the room characteristics, rent, service charge, etc. When facing guests;

(7) Determine the VIP discount price according to whether the guest holds a VIP card;

(8) The company determines the contract price according to whether the guest has a contract account;

(9) Determine the contract price according to the contract discount of group guests or travel agencies;

(10) Determine the discount price according to the signature of the boss or director;

(1 1) The average individual will determine the house price according to the current house price;

7. Confirmation of deposit method:

(1) Collect corresponding cash as guarantee according to hotel regulations and different rooms;

(2) Accept the pre-recorded credit card as a guarantee according to the guest's wishes;

(3) According to whether the guest belongs to the contracting company, the guarantee is made in the form of signing the bill;

(4) According to the wishes of the guests, mortgage valid certificates and valuables for mortgage guarantee;

(5) According to the importance of the guests and the relationship with the boss and directors, please ask the boss and directors to sign a letter of guarantee;

(6) Signed by the boss in charge of reception and relevant authorized personnel without guarantee.

8. Complete the check-in procedures:

(1) After the room is allocated, the house price is set and the guarantee form is established, the guest room key is issued to the guest;

(2) Greet the bellboy to bring the guest into the room and express his thanks or wishes;

(3) Fill in the Room State Control Form and input the registration information into the computer reception system;

(4) Establish the relevant historical information files of the guests.

(2), the reception team check-in procedures and matters needing attention

1. Preparation: (If a room needs two room cards, the room cards should be prepared one day in advance)

(1) Make an appointment 1-2 days in advance to ensure the team room.

(2) When more than two teams arrive at the store at the same time, the key team with high level should be arranged first, and then the team with more rooms should be arranged.

(3) The guests of the same team should be arranged as centrally as possible.

(4) When there is no room reservation, you can wait temporarily, but you should leave the room (one hour) before the guests arrive at the latest.

(5) The personnel on duty should know the names, contact numbers, units and special matters of each team leader. And do a good job of communication with the room service center and the sales department.

Step 2 welcome guests

(1) When the team arrives, check the group reservation status according to the guest information.

(2) According to the reservation information, check the number of people, rooms and whether to order food with the guests. After the content is correct, please ask its team leader to sign the bill. When it is necessary to add or subtract rooms under special circumstances, politely consult the team leader and ask him to sign, and then inform the room service center and cashier to make corresponding changes. And politely consult the tour leader's activity arrangement in order to provide services for the guests. (For example, if you know the check-out time, the floor can organize human rounds to ensure that the check-out will not delay the guests' time)

3. Fill in the form, verify and allocate the house.

Please fill in the housing registration form. If the team is in suspense, everyone can fill in the form. The team leader will sign the form, count the number of room cards and distribute them to the team members.

4. Input the check-in data into the computer and notify the room service center, the general computer room and the team room. The name and room number of the tour leader should be notified to the room center.

note:

1. Give the team reservation form to the cashier for retention, especially the list indicating the checkout method.

2. The team list issued by the sales department must confirm the check-in time, bar and long distance, and notify the room service center 1 2 days in advance. The reservation of the sales department should be satisfied as far as possible (the sales department leaders have special preferential rights). The free room for the team is arranged in the annex building.

Third, the hotel reception problems and solutions.

(1) The guests are unwilling to stay.

1, you 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 the guest.

(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 tight, the guest requests to extend the stay.

1. Taking care of the interests of the guests who have already stayed in the hotel is the first priority. Instead of driving away the guests who have already checked in, it is better to introduce other hotels to the guests who are about to check in.

2. You can explain the difficulties of the hotel to the existing guests first, and ask their opinions if they are willing to move to other hotels for a while. If the guest doesn't want to, 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.

Individual travelers often take away the hotel's tea cups, towels and other supplies when they leave, out of greed and cheap, or to keep a souvenir. In this case, it is not appropriate to ask the guests directly, which will make the guests unable to leave the stage and destroy the established harmonious relationship between them. It is wise to tell the guests without showing any trace. I can't find anything in your room. Did you accidentally put them somewhere and forget to restore them? Can you help us find them?

Fourth, the hotel lobby reception practices

Practice allows us to go from the protective circle of the school to the big dye vat of the society. All kinds of emotions are full of excitement and yearning, but at the same time they are afraid. When we practice in society step by step, when we look back, we find that we have little to share with others, but we blush too much. The process of practice makes us learn a lot that books can't.

Because I majored in hotel management, the main way of internship is to go to the hotel for internship, so I worked as a receptionist at the hotel front desk during the internship. Listen to some students say that this job is envied by others, but only you know the ups and downs! When I first put on my uniform, it was easy. The supervisor told me that all I have to do is get familiar with the hotel and observe the work of the old staff, so that I can get started as soon as possible. Because I was in the front desk of the front-line customer department of the hotel and I was a novice, I basically helped a few days ago. After a period of familiarity and a basic understanding of the specific work items of the receptionist, I began to become the so-called? Old employees? . Therefore, the supervisor's almost harsh requirements for me, coupled with my unfamiliarity with some jobs, finally made me understand what pressure is and what it is to make greater efforts to get a salary. In these jobs, I often make some mistakes, such as misreading the registration content and forgetting to write down the special requirements put forward by the guests, which has caused inconvenience to the guests and caused me a lot of punishment and ridicule. Whenever this time, my heart is very unhappy, and the idea of giving up hovers in my mind again and again, but I also think that if I give up so easily, it will become a joke of others, so I gritted my teeth and persisted. Because I am in the front hall, the core of this hotel, I am not allowed to make any mistakes in my work, otherwise the consequences will be that the guests complain or leave on their own! In this talented hotel, if I relax for a moment, not only will all my previous efforts fail, but also my internship will not be completed!

Because it is an international trade city hotel, the main guests are from abroad, so English has become a necessary communication tool. The hotel has training twice a week, which is basically taught by foreign teachers, mainly aiming at hotel terminology. Although my English was poor at first, I dared to tell foreigners that even if I was wrong, I was not shy. Sometimes foreigners will correct my mistakes, and at the same time I will remember what others said and the English I used, remember! In this way, I have talked a lot and listened a lot, and I can basically get familiar with it in my future work. After three months of accumulation and tempering, we finally completed the internship task and got unanimous praise from our superiors.

With the end of the internship, I have experienced a lot. In this society, in this hotel circle, there are her hidden rules:

( 1)? The guest is always right? The well-known business motto of hotel industry has been brought to the extreme here. Remember what the supervisor said during the training? None of the guests who can spend money in a five-star hotel is poor. ? In addition to enjoying all kinds of luxury materials that the hotel can provide, everyone wants to find a feeling of being looked up to and respected in the hotel. In order to meet the needs of guests in all aspects, the hotel should not only meet the material needs of guests, but also meet the spiritual needs of guests. Maybe this is it? Golden key? The highest state of theory in practice! Therefore, from the beginning of induction training, employees will be instilled with attention: the guests are never wrong, only us? ,? Only by serving the guests sincerely can you get their smiles? .

(2)? Leading the boss is always right? . From the perspective of delusional choice? Leadership can't always be right? . As a boss, no matter how capable, experienced and knowledgeable you are, you will inevitably make mistakes, but you usually make fewer mistakes than the average person. However, this sentence is also aimed at implementation.

There is an example: if an enterprise is regarded as a ship in the vast sea of business, the boss is the owner, responsible for steering, and the employees are the crew, responsible for rowing. Suppose the boatman is very capable and the rowing tools are very advanced, but when the shipowner orders to go east, some people think that they should go west, some people think that they should go south, and some even think that they should go north, so they just row according to their own goals, and the final effect is to turn around in the same place; What if the crew set it up? The master is always right? View, when the owner ordered to the east, the crew joined forces, Qi Xin, even without tools, only by hand, will slowly approach the established goal; In case you find the wrong target halfway, it won't be difficult to turn around and catch up. The process of doing things is a very complicated process. Consistency throughout the whole process, support? This is not easy, nor is it impossible. The hotel will not tolerate disobedient employees.

At the same time, interpersonal communication is also an important aspect. When we entered the team from the first day, every look, every movement, every sentence, and even jokes were the key to our good interpersonal relationship.

(1) communicate with superiors.

Hotels are places with clear division of labor, so they are relative? Grade? It is also very clear. Pay attention to the following aspects when communicating with the boss: the first is to keep a low profile. Don't talk about being an intern, or you will be disgusted. For a new job, especially a job with strong practicality, we are definitely lacking just out of campus. As far as the talent structure of the hotel is concerned, we are undoubtedly highly educated and have solid theoretical knowledge. Many theoretical leaders are not familiar with themselves, and even his own summary is wrong. But what he did was not wrong. Therefore, when talking to your boss about theoretical tools, all you have to do is listen, and don't raise objections or even interrupt. The second is humility. For a new job, we need to learn a lot, so we should listen to what they say and observe what they do. The third is obedience. When the boss gives a task, don't ask why, ask how to do it. As long as it is completed with high quality, it will be recognized by the boss.

(2) Communication with colleagues.

Because of the benefits of cooperation, some colleagues are called? Collusion? There is a behavior. When you think about it carefully, it's actually very simple, that is, separate the moment when contradictions are concentrated from other moments, and then what? Other time periods? Avoiding conflict in school is like eating AA all the way, and avoiding disturbing others in the dormitory. As long as these small things that can stimulate contradictions are handled well, things can be calmed down and tacit understanding can be obtained.

(3) Communication with guests.

That is, a question of role or mentality. Think about your own behavior when you consume, and you may be tolerant of the behavior of your guests. The purpose of my own work is to get more benefits, and the guests are the source of these benefits. Therefore, if we look at the problem from the perspective of empathy, we can communicate well with our guests, so that we can handle the contradictions with them well.

Guess you like:

1. Official Reception Demonstration Plan

2. Model essay on reception plan

3. Model essay on business reception scheme

4. Model essay on visiting reception scheme

5. Model essay on school acceptance plan