What skills and etiquette does the front desk need to have? Please see these points!
As the hotel’s “facade”, the words and deeds of the front desk represent the “face value” of the hotel. But the front office is not only responsible for “beauty”, and there is no way to understand the hard work without first-hand experience of this position. The front desk is not as easy as many people think.
Today, the editor will start from the aspects of ability and etiquette, and tell you about those things at the front desk of the hotel.
01
Competency needs of hotel receptionists
- Familiar with hotel products, it is convenient to “answer all questions” when customers consult. The “products” referred to here also include the attractions around the hotel. We must know the characteristics of the hotel room, facilities and entertainment, and surrounding traffic routes.
And learn to recommend different products for different guests, learn to understand the purpose of the guests’ travel and the number of trips or other focuses in communication. Guaranteed to use our existing entertainment channels to enrich the holiday time of our guests and make them satisfied.
Master the marketing activities of various channels of the hotel, understand the arrangement of the activity process, and give accurate responses when customers inquire or want to participate.
There is a certain degree of control over the state of the house. Once it is predicted that there may be a trend of full houses, it should be synchronized to the relevant departments in time, so that they can adjust the strategy. When the number of rooms is not sufficient, the priority of receiving orders can be determined according to the price of different channels.
02
Hotel reception etiquette
When there are guests visiting, you should stand up and bow down. Smile, warm and take the initiative to greet, use polite language, patiently listen to the guests’ wishes, and actively help according to the needs of the guests.
Handing and receiving things with both hands is a kind of respect for the guests. When the front desk handles business for guests, it needs the guests to provide ID cards and signatures of the guests. This needs to be noted. A small detail can make customers feel good about the hotel soaring.
When you see a customer carrying heavy objects or having physical inconvenience, you should respond in time and step forward to help them.
When guests pick up the items, they can trot away to pick them up for the guests, and trot back when they come back, so as to reduce the anxiety of the guests when they are waiting, and also let the customers see our service attitude.
When a guest complains, when the front desk or other staff come to serve him from elsewhere, trotting in front of the guest can also make the guest feel the hotel’s attention.
When dealing with work, pay attention to the surrounding environment from time to time, so as to avoid customers standing at the counter for a moment and still bewildered. When the customer came to the counter, he immediately put down what he was dealing with and greeted politely. Demonstrate professional training and make guests feel that you are competent and capable of serving them.
For the customer’s consultation, you should listen carefully before answering. If you can’t answer accurately, you should apologize, “I’m sorry, please wait a moment, I will help you ask”, and you must give feedback to the guests after asking.
When necessary, you can leave your contact information or name, so that guests know that no matter what questions they have, someone will help.