1.Guest Reception & Service: As the face and first impression of a hotel, the front desk receptionist needs to greet guests warmly and help them with check-in and check-out. At the same time, we provide the necessary information and advice, answer the questions and needs of guests, and provide high-quality services to ensure guest satisfaction.
2.Reservation Management: The front desk receptionist is responsible for managing the room reservation system and answering or emailing guest reservation requests. They need to verify guests' identities and booking information, ensure that guests' check-in needs are accurately recorded and arranged, and keep bookings up to date.
3.Room Allocation and Maintenance: The front desk receptionist is responsible for allocating rooms and ensuring that the rooms are clean and well-equipped based on the needs of the guests and the availability of the reservation. Respond promptly to guests' requests for room services, such as changing bedding, replenishing toiletries, etc., during their stay.
4.Billing and cashiering: The front desk receptionist needs to accurately calculate the guest's bill and confirm the cost with the guest. They are responsible for collecting guests' room rates, deposits, or other fees and providing invoices or receipts as proof.
5.Complaint Handling and Problem Resolution: During a guest's stay, there may be some issues or dissatisfaction. Front desk receptionists need to respond to guest complaints and questions as quickly as possible and actively look for solutions to ensure guest rights and satisfaction.
6.Safety & Security Controls: As a secure gateway to the hotel, the front desk receptionist is responsible for controlling the entry and exit of guests and visitors, ensuring the safety and order of the hotel. They need cameras to monitor hotel lobbies, alarm systems, and locking systems in case of emergencies.
7.Coordination & Communication: The front desk receptionist is the bridge and link between the various departments of the hotel. They need to maintain good communication and coordination with colleagues in other departments to provide quality service to guests. At the same time, they need to work with team members to allocate work and resources effectively and ensure smooth workflows.
The above is a brief introduction to the work of the front desk of the hotel. As the face of the hotel and the first point of contact for guests, the front desk receptionist plays an important role, and their professionalism and service awareness directly affect the guest's impression and satisfaction with the hotel.