hotel management

Chapter 8 Front Office Service Management Methods (1)
The front office is the center of the entire hotel's business activities and plays a pivotal role in the hotel.Because of its main service department - the general service desk (Front:: Desk) is usually located in the front lobby of the hotel, so it is called Front Office (Front:: Office).The front office department is a comprehensive service organization that sells products, organizes reception work, dispatches business, and provides a series of front office services for guests.The front office has a wide range of contacts, strong policy, and complex business.

Organizational Structure of the First (Section) Front Office

Since the organizational system of the hotel and front office is restricted by the hotel's own background, characteristics, scale, operation mode, business objects, target market, management experience, financial system, policies and laws and other factors, the hotel should follow the principles of organizational structure design, Take the form of organizational structure that best suits each.

An example of the organizational structure of the Front Office is as follows.

1. Large hotels
In large hotels, there are usually four levels of department managers, supervisors, foremen, and ordinary employees in the front office, but different hotels have different organizational structures of the front office.

2. Medium-sized hotels
The front office department of a medium-sized hotel is generally composed of three levels: department manager, foreman, and ordinary employees. There are fewer types of work under the front office department than in large hotels.

3. Small hotels
The front office department of small hotels is usually replaced by the general service desk team under the room department. Generally, there are only two levels: foreman (or supervisor) and ordinary employees.

The work content of the second (section) front office department

[-]. The work content of the front office department

1. Sales rooms

The work of the front office department includes accepting guest reservations, selling rooms to guests, and checking in for guests.The number of rooms sold by the front office and the price reached not only affect the hotel's room revenue, but also affect the revenue of the hotel's catering, entertainment, shopping malls and other departments.

2. Control room status
Accurate and effective room status control is conducive to improving the utilization rate of guest rooms and the quality of customer service.Therefore, the front office should be able to correctly display the room status at any time.

3. Provide various front office services
Various front office services are also provided by the front office department, such as picking up and dropping off guests at the airport and station, providing luggage service, answering service, inquiry service, mail service, and various entrusted agency services.

4. Coordinate customer service
The front office department issues various business instructions to relevant departments, coordinates various departments to solve problems encountered in the process of executing instructions, and liaises with various departments to provide guests with high-quality services.

5. Information collection, processing and transmission

The lobby is the window of the hotel and also the information center of the hotel.Information includes not only external market information (such as domestic and foreign economic information, customer source market information, etc.), but also internal management information (such as room opening rate, operating income, reservation status, guest information, etc.).The front office not only collects information, but also processes, organizes and transmits it.

6. Responsible for customer account management
The front office department is responsible for customer account management, recording and monitoring the financial relationship between guests and the hotel, so as to ensure that the hotel receives operating income in a timely manner.The customer account management of the front office includes the establishment of customer accounts, the accumulation of customer accounts, the review of customer accounts, and the settlement of customer accounts.

7. Create guest profile
The guest files record the main information about the guests required by the hotel, which can be used by the hotel to analyze the market conditions of the guest sources.The consumption items and ability of the guests are the main basis for the hotel to study the consumption psychology of the guests, improve the sales ability of the hotel and the pertinence of the service.

[-]. The workflow of the front office

The reason why the front office is an important link (section) to establish a good relationship between the hotel and the guests is because the front office is in the intermediary bridge position between the hotel and the guests, and it is also the department that has the most contact with the guests.According to the Hilton Hotel Handbook, every employee is a "Hilton" in the relationship with the guests, and is a Hilton ambassador in front of the guests, and must establish a good relationship with the guests.Hotel service quality is analyzed from the perspective of guests. "Guest satisfaction" is an important evaluation index, and an important factor to improve guest satisfaction is to establish a good guest relationship.

The third (section) job responsibilities of the front office

Guests check-in at the reception desk in the front office. Its main responsibilities are: receiving guests who come to stay, including groups, individual guests, long-term guests, reserved guests, unexpected arrivals or unbooked guests; check-in procedures, Allocate rooms; be responsible for internal liaison, master room rental changes and business contacts; master guest dynamics and intelligence information, and establish room files; control room status, make room information be updated in time, and make room business daily reports and other forms; Coordinate customer service work.

[-]. Control of reception business procedures
1. Identify whether the guest has a reservation
Say hello to guests and ask if they have reservations.If the guest has already made a reservation, he should quickly check the "List of Guests Arriving Next Day" and review the main contents of his reservation, such as the type of room booked by the guest and the number of days he stayed in the hotel.After confirmation by the guest, check the valid certificate of the guest and check in.

2. Introduce the room according to the needs of the guests

Some guests arrive directly at the hotel without making a reservation. For them, they should first inquire about the accommodation requirements of the guests, and at the same time check the room reservation status of the day and the available rooms, and then introduce the room information and other facilities and services of the hotel according to the needs of the guests. project.

3. Row room, pricing

With the increasingly personalized consumption needs of guests and the increase of hotel themed rooms, the receptionist's room arrangement work is complicated.The receptionist should recommend corresponding types of rooms according to the preferences and habits of different guests, such as business suites, non-smoking rooms, women's rooms, family suites, etc.The same type of guest room also has differences due to its location, landscape, interior main color, decoration, and equipped facilities.

Once the room is confirmed, the receptionist can then price the guest within the price range, or according to the terms of the hotel's credit policy.At present, most hotels delegate certain discount authority to the front desk staff, and guests are also accustomed to bargaining with the receptionist.It should be noted that the receptionist should focus on introducing the hotel's products when quoting prices, rather than making a fuss about the price with the guests.

4. Determine the payment method
The purpose of determining the payment method is to determine the credit limit during the guest's stay and to speed up the checkout speed.The payment methods that guests often adopt include credit card, cash and transfer.Different payment methods have different credit limits. For guests who pay by credit card, the receptionist should first confirm whether the credit card held by the guest is a credit card accepted by the hotel, whether the credit card is intact, and within the validity period.Some guests choose to pay by transfer, which is usually requested by the hotel when booking and has been approved.The receptionist should clearly explain to the guests the specific scope of the money that belongs to the transfer, such as rent, three meals, etc.

5. Complete check-in procedures
(1) Reservation for individual passengers.For the individual guests who have reserved rooms, the relevant content should be formed into a pre-registration form before the guests actually arrive at the store, and the guests should be sorted in alphabetical order by name and arranged in a special box.When the guest arrives at the store, the pre-registration form of the guest can be quickly found out according to the name, and the guest is asked to fill in other relevant contents and sign to form a check-in record.

(2) Book VIP and regular customers.Since the hotel has more information, the preparation work before the arrival of the guests can be done more fully and carefully.For those VIPs and frequent guests who have reserved rooms, the receptionist can fill in the registration form and room card in advance according to the guest's reservation form and the contents of the guest file.When guests arrive at the store, they can enter the guest room only after checking their certificates and signatures.VIPs can also enjoy advanced guest rooms and the courtesy specification of signing and registering in the guest room.

(3) Booked group meeting guests.For group meeting guests who have booked, according to their specific reception requirements, the registration form can be handed over to the accompanying or conference team personnel in advance, so that the group meeting guests can be in the group lobby or in the designated area of ​​the lobby on the way to the hotel or after arriving at the hotel , or fill in the room.

(4) Guests without reservations.The receptionist should try to help the guests who arrive directly at the store, and shorten the time to form the check-in record as much as possible.

After arranging rooms, pricing, and confirming the payment method, the receptionist should make a room card and ask the guest to sign on the room card, reminding the guest to pay attention to the content of the guest notice on the room card, and hand over the prepared room key to the guest.The receptionist should also promptly inform the room service center of the guest's check-in information, change the computer record, and update the room status table. Some hotels also provide guests with meal coupons, free drinks, and promotional materials.The receptionist should also arrange for the porter to deliver the guest's luggage, and tell the guest the floor of the room and the location of the elevator, wishing the guest a pleasant stay.

6. Make guest bills, establish relevant information, and archive
For guests paying by credit card, the guest's name, arrival date, checkout date, room number, room type and room fee should be printed on the printed bill, and then the bill should be handed over together with the accommodation registration form and the guest's credit card bill Save by the cashier at the front desk.

Some guests choose to use the transfer method, which requires the preparation of two bills: one records the payment that should be paid by the contracting unit, which is a proof of collection from the contracting unit; the other records the payment that the guest takes care of themselves.

2. Control of guest room status
Controlling the status of guest rooms is another important job of the receptionist. Effective room status control is conducive to the sales and optimal utilization of guest rooms.

1. Check and check
(1) Check and check the room reservation status:

(1) Review and confirmation of booking;

(2) Book the flight status of the guests and master the arrival time;
(3) Reservation changes and cancellations;

(4) Some cases where reservations are not available.

(2) Check and check the expected departure room situation:
(1) There is no change in the expected departure situation;
(2) Postponement of departure;
(3) Early departure from the store.

(3) Check and check the rentable houses:
(1) The whole house situation of the rentable house;

(2) Review the status of rentable housing.

(4) Check and check the room conditions that must be guaranteed first on the next day:
(1) VIP room;

(2) Team rooms;

(3) The guest who violated the contract by the hotel checks into the room the next day;
(4) Guarantee the reserved room of the reserved guest.

2. Change of guest room status

(1) Check-in and check-out of guests.Due to the check-in and check-out of guests, the status of the room is changed.

(2) Change of departure date and handling of late check-out.If guests need to check out early or late due to business, the receptionist should contact the reservation office, cashier office, etc. in time, fill in and send the relevant notice.

(3) Handling of room change.You should first clarify (or explain to the guest) the reason for changing the room, then introduce the guest room to be changed, and determine the specific time for the room change; fill out the "Guest Room and Rent Change Notice" and send it to the relevant department for signature confirmation; change Room status, and record the room change information on the guest file.

Fourth (Section) How to manage room reservation business

The reservation office or room reservation department is set up in the front office of the hotel to provide reservation services.Its main responsibilities are: to accept reservations made by guests in the form of telephone, telex, fax, letter, e-mail or oral; to be responsible for establishing business relations with relevant companies, travel agencies and other units that provide customers, to try their best to sell guest rooms and to understand the entrusted units to receive them Requirements: Keep in close contact with the reception desk of the main station, and provide relevant room reservation information to the front office manager and relevant departments of the main station in time.

[-]. Types of booking
When hotels accept and process guest reservations, they generally divide reservations into the following types.

1. Temporary class booking

Temporary booking means that the guest's reservation date or time is very close to the arrival date or time, and there is generally not enough time for the guest to confirm in writing.If the guest who makes a temporary reservation has not arrived at the hotel within the "cancellation time limit" (usually 18:00) of the day, the reservation will be cancelled.

2. Confirmed booking

Confirmed reservation means that the guest's reservation request has been accepted by the hotel, and the hotel confirms it verbally or in writing. The reservation fee is generally not required to be paid in advance by the guest, but it is stipulated that the guest must arrive within the specified time limit on the booked check-in date, otherwise the reservation will be automatically abandoned .

3. Waiting for class reservations

When the hotel rooms are fully booked, it still has to accept certain guests waiting for the room, because it needs to take into account that some reservations are often canceled or changed.For such reservation guests, the hotel does not issue a confirmation letter, but only informs the guests, and gives priority to other guests who cancel the reservation or leave the hotel in advance.

4. Guaranteed booking

The guest's reservation requirements are generally guaranteed with an advance deposit, or in the peak season, in order to avoid losses caused by the reservation guest's unauthorized absence or temporary cancellation of the reservation, the guest is required to prepay the deposit as a guarantee.This type of booking is called a Guaranteed Booking.Guaranteed reservations establish a stronger relationship between the hotel and future guests. Guests can guarantee their reservations by using credit cards, prepaying deposits, and entering into commercial contracts.

[-]. Booking procedure
Complete and detailed work procedures can ensure the normal operation of the reservation work.

1. Accept reservation
When a reservation clerk accepts a guest's reservation, the key points that must be understood can be summarized as follows:
(1) The name, gender and number of guests staying;
(2) Expected arrival date, arrival time, means of transportation, departure location;
(3) Expected departure date, departure time, means of transportation, and destination;

(4) The type, quantity and price of the required rooms;

(5) The name and contact method of the person making the reservation;
(6) Payment method;
(7) advance payment;

(8) Special requirements for required rooms;
(9) Meal standards and other requirements.

2. Accept or decline reservations

If the hotel's reception capacity can meet the needs of the guests, the reservation will be accepted, otherwise it should be declined.When declining a guest's reservation request, take the initiative to offer suggestions for the guest to choose from.For example, suggest that guests make some changes according to the actual situation at that time, or put guests on the waiting list.

3. Confirm reservation
After knowing the guest's reservation, the reservation staff should immediately compare the guest's reservation request with the hotel's room utilization in the future period, and decide whether the guest's reservation can be accepted.If acceptable, the guest's reservation needs to be confirmed.

(1) Oral confirmation.For the temporary reservations made by the guests before their arrival at the hotel or on the day of arrival, due to the rush of time, the hotel generally can only give verbal confirmation, but the guests should be informed in advance of the matters that should be paid attention to, such as the time for the hotel to reserve the room, so as not to cause unnecessary trouble.

(2) Written confirmation.For confirmed bookings or guaranteed bookings, the hotel must give written confirmation.The confirmation letter should repeat the guest's reservation requirements, room rate and payment method, and state the hotel's regulations on the guest's reservation change and cancellation.For guests with confirmed reservations, declare the time limit for arrival at the hotel, and for guests with guaranteed reservations, declare that the reservation fee will be charged.Finally, I would like to thank guests for choosing this hotel.

4. Review booking
If it is far away from the guest's reservation date, the reservation staff should check with the guest again by letter or telephone before the guest arrives at the hotel, so as to prevent the guest from canceling or modifying the reservation due to various reasons.

(1) First review.It is carried out one month before the expected arrival date of the guests, and the reservation staff checks the list of guests arriving on the same day in the next month every day.The main objects of the review are important guests and important groups, including the date of arrival, number of days reserved, number and type of rooms.

(2) Second review.It is carried out one week before the expected arrival date of the guests, and the reservation staff checks the list of guests arriving on the same day in the next week every day.The review focuses on arrival time, changed reservations and important guest reservations.

(3) The third review.It is carried out the day before the expected arrival date of the guests, and the reservation staff checks the list of guests arriving on the next day every day.The reservation content should be carefully checked, and all the reservation information should be accurately communicated to the reception desk.

5. Changes and cancellations of reservations

For confirmed reservations, guests may still make changes or even cancel reservations before arriving at the store.The reservation clerk must complete a reservation change or reservation cancellation form.This process shall be treated as acceptance of a new Subscriber.The canceled reservation information will be classified into the cancellation category archive, and the changed reservation information will be summarized with the reservation change order.

6. Arrival preparation
(1) Notify the relevant departments of the main guest situation (such as important guests, large conference groups, full hotel, etc.) one or several weeks in advance, so that all departments can make corresponding preparations in advance.

(2) Before arriving at the store, confirm that relevant departments have made corresponding preparations.

(3) On the day of arrival at the store, the receptionist in the front hall should allocate the room in advance according to the specific requirements of the guest's reservation, and notify the relevant departments of the relevant details (details) (change or supplement) to jointly complete the preparations before the guest arrives at the store .

[-]. Precautions for individual passenger booking and group booking

1. Individual Traveler (FIT) Reservations

Individual reservations refer to less than 15 actual reservations.When booking for individual passengers, the following items should be noted.

(1) The sources of FIT reservations should be correctly classified according to the actual situation of the hotel, which is an important information for hotel marketing work, such as domestic, foreign, companies, travel agencies, government agencies and other sources.

(2) If the arrival date is not determined in the reservation of the individual guest, the guest should be required to pay a reservation deposit or accept other more accurate customer sources.

(3) When accepting VIP reservations, the reservation clerk should correctly implement the relevant regulations on receiving VIPs, and notify the relevant departments promptly.

2. Group booking

(1) While confirming the group booking, you should also confirm the team list, meal reservation, travel schedule and other matters.

(2) There are often teams that cancel or change reservations, such as travel agencies, airlines and other teams with low certainty, should review and confirm one week before.

(3) Pay attention to the payment method.

(4) Properly keep the original letter or reply copy of the reservation application.

[-]. Hotel Reservation Policies
One of the tasks of the hotel management organization is to formulate policies related to reservations, the purpose of which is to make the entire reservation work in order, which can not only meet the requirements of guests, protect the interests of guests, but also facilitate the operation and management of the hotel and protect the legality of the hotel itself. rights and interests.These policies include the following.

(End of this chapter)