front office reception manual

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1、FRONTOFFICERECEPTIONMANUALIntroduction----------------Thisisasectionthatismostfamiliarwithbyeveryguestforitisherethatdirectfacialcontactoccurred.EverywordtheReceptionist/InformationClerksaidandactionhe/shetookwillbeacknowledgedbyguestoverthedest.Beforeanything,thereceptionistmustbepr

2、esentableintermsoftidiness.Hishairmustbenicelycombed,faceandclean,uniformtidy.Afirstimpressionisveryimportant,whetheraguestwillthinkhighofthehotelwilldependonwhomhemetandhowhewastreateduponcheckinbyReceptionist.AsagoodReceptionist,he/sheshouldbe:confidentcourteousobservantknowtheprod

3、uctGeneralrulesandregulations---------------------------------------Shouldbereportedondutyontime.-NochangesoftheworkingschedulecanbemadewithoutthepermissionoftheDepartmentHeads.-Alwayscheckpersonalhygieneandbewell-groomedinappearance.-Readallnoticeswhichpostedonthenoticeboard.-Readan

4、dfollowupthelogbook.-Nopersonalcallduringworkinghours.-Bepoliteandsmilingunderanycircumstances.-Neversitdowninofficialrooms.-Neverleanagainstwallsorfurniture.-Neverscratchyourhairorbiteyourfingernails.-Neverarguewithyourcolleagues,supervisor,especiallywithcustomers.-Neverkeepyourhand

5、sinyourpockets.-Neveruseindecentlanguagewithanyone.-Neverstandingroupsatcounter.-Avoidconversingwithyourneighbors,talkonlywhennecessary.-Nevertakeadrinkwith-inthesightofcustomers.Guestgreetingandwelcoming---------------------------------------Allguestsarrivingatyourhotelhavetwobasicn

6、eeds.Thefirstneedistheserviceandaccommodationyouoffer.Youcansatisfythisneedbydeterminingthetypeofservicethattheguestrequires.Thesecondbasicneedisthatofrecognition.Youcansatisfythisneedbytreatingeachguestasanindividualandbymakingeachguestfeelwelcome.Procedures:1.Recognizeandacknowledg

7、eguestimmediatelyupontheirarrivalattheFrontDesk.-Makeeyecontact.-Smileatguestsbeforetheysmileatyou.-Assuregueststhatyouwillbewiththeminamomentifpresentjobactivitiespreventyoufromformallygreetingthem.“Goodmorning,I’llbewithyouinamoment.”2.Greetguestswarmlyandsincerelytoletthemknowyou’

8、regladthey’r