Hotel front desk job duties

Part 1: The job duties of the hotel front desk

1. Check and handle the work of the previous day

Check the shift record for unfinished work items.

Check the status of the night review report, check the distribution registration of various reports, check the night shift key record and whether there is an overnight message.

Analyze the cause of the room error and check whether there is a house price signature that exceeds the permission.

2. Understand and handle the main work of the day

VIP arrival and banquet, event notice.

On the day of entering the store team, the situation of individual customers, the day off the store team FIT.

The lack of room sales on the day.

3. Arranging work tasks

Arrange the main work of the day to the foreman.

Implement the work and precautions for VIP departures and banquets.

Arrange the temporary tasks issued by the superiors and the basic requirements for the allocation of the same day.

4. Check your daily work.

Guest registration form and foreign registration form.

Order storage and referral letters, visitor registration, mail, message delivery and delivery.

Employee grooming and foreman-arranged staff replace meals.

Licensing, price execution, facilities and maintenance, and hygiene and reading rack display.

Data archiving.

5. Host a regular meeting.

Evaluate the day's work, arrange work tasks, announce new regulations, and report the situation.

Communicate effective notices, etc.

6. Check the completion of the work.

The next day departure table, extended departure table and room error table.

Check the completion of the work and other.

7. Think and understand.

Unfinished work and tomorrow's work plan for the day.

Problem handling and coordination with relevant departments.

The VIPs will be away from the event tomorrow, room rental and remaining conditions and other conditions tomorrow.

8. After work handover. Mainly due to incomplete matters and job requirements.

9. Precautions.

Timely inform the department of the front desk information, including: the remaining situation of the room rental; the reservation of the VIP is not booked

In the case of complaints that the guests reflected forward, and the failure to coordinate with other departments, important events occurred in the lobby.

Coordinate the team relationship. Mainly refers to the relationship with the following team: room service, financial checkout, sales reservation, front office luggage, catering reservation, front desk switchboard, front desk business center, lobby manager.

Strengthen training for your subordinates in your daily work.


Chapter 2: Job Responsibilities at the Hotel Front Desk

1. Accept telephone, fax, internet and other forms of room reservations, record the reservation information into the computer and communicate it to relevant departments and positions;

2. Handling the order sent by the sales department or other departments;

3. Make scheduled changes according to work standards and procedures in time, cancel and other data processing;

4. Check and verify the reservation information arriving at the hotel on the same day and the next day, and make preparations for the reservation;

5, check-in procedures for the guests, arrange the room, [Lianshan class ~ pieces] to meet the reasonable needs of the guests;

6, for the guests to change rooms, extra beds continue to live and other procedures;

7. Responsible for the custody, production and distribution of room key cards;

8. Fill in, enter and count the individual and team registration forms as required;

9. Keep the front desk clean and tidy, check whether the required forms, stationery and publicity materials are complete, and report to the front desk foreman;

10. Carefully check the information of the guests who entered the computer on the previous shift, and input the information of the guests on duty in a timely and accurate manner;

11. Register, enter and transmit overseas household registration materials as required;

12. Carefully and meticulously do the work of the handover class to ensure the continuity of the work;

13. Assist the cashier at the front desk to do the checkout work for the guests;

14. Complete other tasks assigned by the manager.


Chapter 3: Job Responsibilities at the Hotel Front Desk

Early work content

Check the appearance of the instrument, standardize the job

A) Carefully review the daily activity report

B) Find out if there is a VIP or hotel reception or book

C) Know the meeting information and check the number of meeting rooms

D) Carefully read the shift book, understand the last class to be completed, and then sign and approve

E) View the key of each department, return the records, and classify the keys.

F) Check the reservation on the day, enter the reservation into the computer, and know the reservation in recent days.

G) Check the room state to ensure the correct state

H) Check out the customers on the day and inform the cashier

I) Open a meal voucher on the list of renewed guests and open a voucher for guests with breakfast.

J) Confirm the information of the in-house guests, the price is complete, and the computer is correctly input.

K) If a guest changes room, confirm that HSKP has been notified and the computer information has been changed. Recover the key and open the change notice

L) Has the guest’s requested wake-up time been notified to the switchboard?

M) Hand in hand and written with the middle school colleague, and get in touch with the next class at any time.

Middle work content

Check the appearance of the instrument, standardize the job

A) Carefully review the daily activity report

B) Know the meeting information and check the number of meeting rooms

C) oral and written handover

D) View the key records of each department

E) Organize the reservation and estimate the condition of the sale on the same day

F) Check the room state to ensure the correct state

G) Press the coupon for the guest to arrive at the store, and determine the number of people to eat the next day, order the menu

H) Confirm the information of the in-house guests, the price is complete, and the computer is correctly input.

I) If a guest changes rooms, confirm that HSKP has been notified and the computer information has been changed. Recover the key and open the change notice

J) Has the guest requested the wake-up time to inform the switchboard?

K) Hand over the next unfinished business

L) Contact the next colleague at any time

Night shift work content

Check the appearance of the instrument, standardize the job

A) Carefully review the daily activity report

B) Know the meeting information and check the number of meeting rooms

C) oral and written handover

D) View the key records of each department

E) Organize the reservation and estimate the condition of the sale on the same day

F) Check the room of the unopened meal coupon and reopen it

G) Confirm the information of the in-house guest, the price is complete, and the computer is correctly input.

H) If a guest changes rooms, confirm that HSKP has been notified and the computer information has been changed. Recover the key and open the change notice

I) Has the guest’s requested wake-up time been notified to the switchboard?

J) Organize the record of the day's reservation and understand the situation of the next day's sale


Chapter 4: Job Responsibilities at the Hotel Front Desk

1. Correctly grasp the demand and supply situation of hotel rooms on the same day, understand the arrival and departure of customers on the same day, check the room status, and do a good job in housing.

2. Warmly welcome guests, go through various formalities, and arrange registration of VIp guests and conference guests in advance.

3. Strictly abide by the secrecy system, safeguard the interests of customers, and promptly ask the superiors for special circumstances.

4. Keep in touch with relevant departments, handle various information in a timely manner, and strive to improve service quality and room occupancy rate.

5. Accept and process booking information.

6. Enthusiastic, courteous and prompt response to guest inquiries, providing guests with messages, wake up, consultation and other services. ?

7. Familiar with all kinds of phone numbers that are commonly used and important in the work. Transfer each phone quickly and accurately according to the work program, ensure the communication work is smooth, and make all the records.

8. Responsible for the checkout of the guests, and the accommodation, laundry and other expenses such as cash or transfer, credit card and other payment methods.

9. Sort the guest bills into the computer in time and store them properly.

10. Care for all kinds of equipment, ensure that the communication equipment is clean and unobstructed, and maintain its normal work.

11. Seriously do a good job in the registration and storage of valuables and the temporary storage and withdrawal of luggage.

12. In the event of an emergency such as fire, theft or emergency, the hotel shall promptly notify the relevant department to properly handle it according to the hotel regulations.

13. Complete other tasks assigned by superiors in a timely and serious manner.