26 Tips for Hospitality at the Front Desk
01
The difference between “free” and “gift”
Many hotels now offer free breakfast, and many receptionists will say “our room has free breakfast for two” when marketing the room. Such rhetoric is far less intense than “we will give you breakfast for two” to stimulate the purchase interest of customers. You can scrutinize the difference between the two sentences back and forth.
02
Disclaimer
Disclaimer behavior When the guest loses something, loses his temper and asks the hotel for compensation: Be sure to pay attention to your words. No matter how excited the guest is, you must remain calm. irritable” and so on.
Strictly speaking, if the guest declares that he has lost something in a public place such as a lobby bar or a restaurant, not in a private space, such as a house, the hotel cannot make a promise to the guest casually. You need to respond skillfully to the guest “you must try your best to cooperate with him and help him find things”.
The subtext is that you lost the thing yourself, we are just looking for it for you, there is no promise that you can’t find it, but if you don’t find it, you can’t blame the hotel.
03
Don’t say “sorry”, say “sorry” more
This is simply the dead end of many service people. Some people naturally like “sorry” and “sorry”.
Once you say “I’m sorry”, it’s not your fault but also your fault. If you’re right, what are you sorry for? “I’m sorry” doesn’t have that meaning in it. , As for whether the guests are “sorry” or we are “sorry”, it depends on the specific event.
04
reception round
This problem has always been a problem with the hotel reception desk. For example, when a guest arrives, if everyone is not very busy, it is easy to cause N people to receive the guest.
Don’t receive in turn in this way. When A is receiving guests, B must never intervene, unless A makes a major mistake in the reception process or encounters a situation that can’t be solved and asks B for help.
If A makes a mistake, B would better stand far away and then signal to A to come over, then point out his problem and ask A to go back and explain to the customer again. If A can’t handle the customer, B must wait until A clearly signals B for help before B makes a move.
This is a good way to exercise the personal ability of both the guests and the employees.
05
Description of room type differences
When a guest asks a question like “what’s the room like”, the simpler the answer, the better. For example, if a customer asks me this during the actual operation, I will directly hint to him that a room with a high price is “this kind of room is really good. We sell well, it is our main room type, and it is basically full every day. .
This is the only room left. “Next, there will be a very interesting phenomenon, that is, the customer will directly show his cards and tell you his consumption interest points under such a hint. For example, he will ask: “Is it right? There is a computer in the room?” or “Yes. Is there a bathroom? Last time I stayed at XX Hotel, the bedroom and bathroom of their room had glass walls!” “It’s expensive, is there something cheaper?” Everything is easy to do next.
However, if you like to use the answers in the standardized process to recite the characteristics of the room one by one, it is also a way to wait patiently for the guests’ choice.
06
have a steady heart
Even if you can’t achieve this state, please have this mentality. When a customer encounters a problem or questions the service, panic, overwhelm, mute, or incoherent should not be part of your behavior.
You are the face of this hotel. When a guest stands in front of you, he is not facing you personally, but facing the hotel. You do not represent yourself, you represent the attitude and position of the entire hotel, so please be cautious, calm, steady, and measured.
Whenever an accident occurs, the first time is to calm down or transfer excessive factors (such as guests who are out of control), or report it or understand the nature of the event after the third time. Whether it is within your own authority to handle. If you can, deal with it. If you can’t, report it quickly.
07
Call the police
Please remember an iron law, you need to remember what 110 is, what 119 is, what 112 is, and what 120 is. However, after an emergency occurs, be sure to report the incident to your leader first.
08
About who pays
Be careful, who pays is a seemingly innocuous question, but in fact the hidden danger is very big. Leave the host’s phone number as much as possible for emergencies. If you have any questions about the cost, please contact the host, but never contact his guests about money. This is not only a job skill but also a life skill.
09
reception
The definition of service is that it varies from person to person. A receptionist must be able to watch people, be obedient, and be flexible in handling unexpected situations. To put it bluntly, whether a person meets the requirements of this position, if it is not high in terms of “standardization”, as long as you can recite the basic operation process, the above will say “OK”.
10
task ahead
Execution always comes first. You are a receptionist and you are always responsible for promises, refusals and executions. Always remember to do these three types of job well, don’t ask WHY, WHEN, WHERE, HOW, this is your own work content.
11
say no
Words that are spoken are like water that has been poured out. It is difficult to take back, and there are risks involved. Always be concise and responsible for your guest’s responses. Yes is yes, no is no. Whether you refuse or ask for instructions, you must express your meaning clearly and never be vague.
For example, when guests come to book a room, don’t say things like “there seems to be no room now”, “it should be like this” and so on. If you have it, you have it, if you don’t have it, you don’t have it. Don’t talk too much to confuse the guests.
12
Cooperate seamlessly
Guest A asks receptionist B to book a room, and B sees the available rooms and informs A that there is no room available. As a result, A came to you to make a reservation, and you looked at the room and said, “OK, no problem.”
Don’t do this kind of thing of demolishing the desk of your colleagues. If you have had such a thing, then the impact of such a thing on the reputation of the main office need not be elaborated. Whether there is a room or not, the caliber must be unified externally.
13
Know the amount of room
A few days before the arrival of the hotel’s large reservation, usually about a week, it is best to do statistics on the morning shift every day, and count all the available vacancies from the hotel to the day when the large reservation arrives, and then hand over. This will make other colleagues know what the situation of the hotel room is.
In case there are long-stay bookings or bookings that arrive on the same day as the big booking, other colleagues can be much more efficient. Of course, this is not necessary when the room is not tense.
14
Carefully check the records in the store and card issuance every day
There are often cases where the occupants of the rooms do not come back. If the front desk has carefully checked the card issuance records, even if the guest rooms have not been reported overnight, they should be able to find out the operation of checking the records of the problem rooms. This should be regarded as a practical process. Headquarters hold on.
15
Relax your body, be flexible
When I see a lot of receptions, I feel fearful and troublesome when I encounter arrogant or drunk guests. In fact, we often have to look at some problems from a different angle and position, follow the wishes of the guests, and take good care of the guests’ face.
16
Handling of drunk guests
In terms of reception, there are two main types of drunk guests. One is that he is severely drunk to the point of unconsciousness, and the other is that the wine is not good enough to go crazy.
The situation of the first type of person needs to be noticed, and it is not easy to be responsible for the accident.
Please do a good job of seeing off the guests, and ask the security guard to help call a taxi to take the guests to the car.
17
house price
When it’s time to pretend to be dumb, you must do it, and when you open a room, you must make it clear about the price. But pay attention to the way of expression, especially when the two groups of guests have the same room type at the front desk and the price is different, don’t be silly, and when someone asks, they will report the price in front of other guests.
Don’t embarrass your guests about the price. For example, you can do not report the room type, and directly “your room is 389 a day” like this.
18
profit is fundamental
What is the head office really pursuing? Brand? Standardization? Image? Internally, you must sing a high tune, so as to be worthy of the leadership’s attention and cultivation. Externally, we must keep our posture low, so as to be worthy of other people’s consumption.
19
handover of reception
The handover received by the main station is divided into the handover between classes and the handover within the class. The reception desk is the nerve hub of a hotel. All kinds of information will be gathered to the reception desk through announcements, and then distributed to various functional departments.
As a receptionist at the front desk, we must do a good job in the flow of information. The core of the work of the front desk is not to open the room and checkout, but to the smooth flow of information. Therefore, the core of everyone’s work is not how to avoid customers, but how to achieve information. Get them exactly where they need to go.
20
Statement and Explanation of Check-Out Time
Many receptionists do not inform the guests of the specified check-out time due to the existence of various objective conditions when opening the room. Check-out at 12:00 is only a time point agreed by the industry. Each hotel has the right to stipulate its own check-out time. When I encountered a guest asking about the check-out time, I graciously told him what the check-out time was as stipulated by the hotel, and special cases were dealt with accordingly.
21
Follow every guest
We hoteliers also have the opportunity to play the role of consumers. To understand what consumers really need A manifestation of concern, the personalization of services is also born from concern.
22
learn to communicate
There is such a sentence in psychology: the more people show off something, the more they actually lack something. The key point is to help them eliminate the psychological barriers to consumption, which is not only helpful for the overall service level image of the main station, but also a kind of exercise for self-ability.
23
Know your product
Knowing your own products is a blind spot for most head office employees. Where are the hair dryers in different room types? Where is the remote control? How do I turn on the TV? How do I adjust the temperature of the air conditioner? Where is the spare quilt? Where is the mosquito killer? Independent reservation system? How to make reservations in your own reservation system? I believe this is not just a problem that I have encountered.
24
The standard of the reception desk
Under normal circumstances, the reception desk is based on the guest taking the room card as the standard for opening the room. When we are facing a guest who is not sure if he can live, it is best not to give him a room key.
The more special cases generally include: some special non-card-issuing reservations guaranteed by the public relations department. Special reception inside the hotel (the floor where guests go directly without going through the reception desk, and the reception desk notified by the receptionist after opening the door), and there is a special government reception that does not issue a card notification.
The check-out standard at the main desk is based on the card collection, and the check-out method is very strange. However, we must remain the same. Whether it is on-site check-out or telephone notification, we must confirm the whereabouts of the room card. The whereabouts of a card is a little bit more, and it is a reflection of the skill proficiency of the individual post. To put it more seriously, it is a reflection of the professionalism of a hotel.
25
Reception of stragglers
The biggest task of the main station is to imprint their image on them, “It is better to say 10,000 sentences to yourself than to say one sentence to others.”
What is there to mention about the cost of a room or some value-added items compared with advertising costs? Image is the top priority.
26
Service and Principles Perspective
Many hotels are signed agreements, so under the framework of this agreement, the generation of the agreed price must be notified by the unit signer or the account manager of the public relations department to be effective.
Many customers will indicate that they belong to XX unit or that I have lived in the name of XX unit before when they stand at the reception desk after arriving at the store. In this case, the receptionist at the main desk has no right to discount and can only ask the guest to contact the signer of the unit. Here we have a conflict between principles and services. The main desk must reflect a The characteristic is “efficiency”.
The improvement of work efficiency must be based on a perfect system. Once the system is implemented, it must be implemented mechanically, otherwise the system has no meaning.
When formulating a system, it must be flexible and flexible. How to use a perfect system to make employees keep guests in the hotel is the first thing that needs to be considered in the front office system!