Front desk reception service process: guest check-in, room allocation and room change standards

Front desk reception service process

I. Standard Procedure for Guest Check-in

The standard procedure for guest check-in is shown in Figure 3-12.

(Note: The phrase "see Figure 3-12" has been removed here.)

II. Standard Procedure for Room Allocation

The standard procedure for room allocation is shown in Figure 3-13.

(Note: The phrase "see Figure 3-13" has been removed here.)

III. Standard Procedure for Hotel Guests Changing Rooms

The standard procedure for hotel guests to change rooms can be seen in Figure 3-14.

(Note: The phrase "See Figure 3-14" has been removed here.)

IV. VIP Reception Standard Procedure

The standard procedure for VIP reception can be seen in Figure 3-15.

(Note: The phrase "see Figure 3-15" has been removed here.)

V. Hotel Economic Benefits

I. Room Occupancy Rate

Occupancy rate refers to the percentage of a hotel's rooms actually rented out out of the total number of rooms available for rent.

Calculation formula:

Room occupancy rate = (Number of rooms actually rented / Total number of rooms available for rent) × 100%

Room occupancy rate indicates the utilization level of hotel rooms and is a reflection of the hotel's management level and economic efficiency.

One important indicator.

A higher occupancy rate is not necessarily better.

Ideally, the average annual occupancy rate should be controlled at around 80%, with a maximum of [missing information].

It should not exceed 90%, otherwise it is considered "disruptive business practices".

The purpose of maintaining an ideal room occupancy rate is:

(1) Maintain and repair hotel and guest room facilities and equipment.

A low rate of good hotel facilities will directly affect the quality of guest service.

This will not only reduce the quantity of goods sold, but also negatively impact the hotel's long-term interests.

(2) Strengthen employee training and improve employee quality.

Because the hotel has maintained an excessively high room occupancy rate for a long time,

Store staff lack the time to participate in various training programs to improve their business and professional skills, leading to a decline in service quality and negatively impacting business operations.

And management work also creates enormous negative pressure.

II. Double opening rate

Hotel operators cannot fully and accurately reflect the room occupancy situation and its revenue simply by measuring the room occupancy rate.

The economic benefits and costs of production.

Because in the already rented rooms, each room accommodates 2 guests and each room only accommodates 1 person.

The cost and economic benefits of serving one guest are different; therefore, the "double-opening rate" metric is used and compared with...

Only by using room occupancy rates in conjunction with other metrics can we comprehensively, scientifically, and accurately reflect the room occupancy situation and the resulting revenue.

Economic benefits.

The double occupancy rate refers to the proportion of rooms occupied by two people out of the rented rooms.

Calculation formula:

Double occupancy rate = (Number of rooms occupied by two people / Total number of rented rooms) × 100%

Number of rooms occupied by two people = Total number of guests --- Number of rooms rented

Double occupancy rate = (Number of rooms occupied by two people / Total number of rented rooms) × 100%

=[(Total number of guests --- number of rooms rented) / Total number of rooms rented] × 100%

Example: A hotel received 280 guests on a certain day and rented out 200 rooms. What is the double occupancy rate?

Double-opening rate = [(280 --- 200)/200] × 100% = 40%

With a fixed room occupancy rate, a higher double occupancy rate reflects better economic performance for the hotel.

When there are many rooms available for rent, the front desk staff should focus on increasing the single-occupancy rate; otherwise, given this room situation...

Increasing the double-opening rate will only reduce economic benefits.

Review questions for this chapter

1. What is the relationship between the front office and other departments of the hotel?

Practical Training Problem 1

We provide guests with information services on local tourism, transportation, recreation, shopping, and medical care.

Practical Training Question 2

Time difference conversion

Beijing Time is the standard time used by all provinces and regions in China.

West Coast Time (US West Coast Time) and Eastern Standard Time (US Eastern Standard Time) are the same as the time used for timekeeping in the United States.

Chinese Time is 16 hours ahead of West Coast Time(Pacific)in the United States or 13 hours ahead of Eastern Standard Time.

When it is 12 noon in Beijing, the standard time in different cities of the world is as follows:

CITY TIME CITY TIME

Accra 4:00AM Manila 12:00PM

Addis Ababa 7:00AM Melbourne 2:00PM

Algiers Ankara 5:00AM 6:00AM Moscow Nairobi 7:00AM 7:00AM

Baghdad 7:00AM New York 11:00PM*

Bangkok 11:00 AM Osaka 1:00 PM

Beijing 12:00 AM Paris 5:00 AM

Belgrade 5:00AM Phnom Penh 11:00AM

Bombay 9:00AM Pyongyang 1:00PM

Bucharest 6:00AM Rangoon 10:30AM

Buenos Aires 1:00AM Rome 5:00AM

Cairo 6:00AM San Francisco 8:00PM*

Colombo 9:30AM Singapore 11:30AM

Damascus 6:00AM Stockholm 5:00AM

Delhi 9:30AM Tehran 7:30AM

Geneva 5:00 AM Tokyo 1:00 PM

Hanoi 11:00AM Ulan Bator 12:00PM

Karachi 9:00 AM Vienna 5:00 AM

Lima 11:00 PM * Warsaw 5:00 AM

London 4:00AM Washington, DC 11:00PM*

*denotes previous Day.

Practical Training Question 3

Individual guest reception service (time required: 10 minutes; score: 20 points)

Assessment Items, Assessment Standards, and Point Allocation

Greet the guest and confirm that the guest has 1. When the guest approaches the counter at a distance of about 1 meter, the candidate should greet the guest with a smile, but should not lean against the inside of the counter (1 point).

2. Warmly greet the guest if they have a reservation (1 point) (The simulated guest's answer should be "no reservation").

Selling Rooms 1. Positioning (1 point): What kind of room (class, type) do you prefer?

2. Pricing (2 points): Usually, higher-priced rooms are listed first, followed by lower-priced rooms (unless the customer selects the lowest-priced room) (limited to specific models).

(All potential customers should request a discount)

3. Answer appropriately (1 point)

When filling out the check-in form, be polite and ask guests to show their passports or ID cards. Fill out the check-in form and inquire about their information.

After obtaining the guest's name, address the guest respectfully using their name. (2 points)

Signature Verification 1. Verify name, photo, gender, date of birth, ID number, ID validity period, passport/visa

Validity period (1 minute)

2. Ask the guest to sign and remind them to deposit their valuables (1 point)

3. After verifying that the check-in registration form is accurate, the receptionist signs it (1 point).

Confirm the payment method: collect approximately twice the room rate for the number of nights you plan to stay in cash and issue a prepayment receipt. Give the second copy to the guest.

The person, or the check-in registration form should indicate a prepayment of ×× yuan (1 point).

Alternatively, according to hotel policy, prepayment may be waived or guests may be allowed to add the payment to their account (1 point).

A welcome card should be filled out, including the guest's name, room rate, room number, arrival and departure dates, and should include both the guest's name and the receptionist's name.

Signature (2 points)

Distribute the key, insert the prepared magnetic card (IC card) into the welcome card, and hand the welcome card to the guest. The welcome card should be opened and...

Facing the guests, if the key has the store name or logo on it, the side with the store name should face upwards, and the bottom should face the guests (1 point).

Instructions/Notifications: 1. Please specify whether breakfast is included in the room rate, and the time and location of breakfast. (1 point)

2. Inform the bellhop to help retrieve your luggage and wish you a pleasant stay (1 point).

Accurately input guest check-in information into the computer and update room status (2 points)

Enter the computer and change the room status

Rating sheet

Standard score for assessment items

Greet the guests and confirm their reservation status.

Selling Room 4

Fill out the check-in registration form 2

Verify signature 3

Determine payment method 2

Fill out the welcome card 2

Issuing (making) key 1

Explanation/Notice 2

Enter the guest's check-in information into the computer and update the room status.

Total score 20

Case Study 1

Luxury Suite Promotion

Xiao Wu, a room reservation clerk at a five-star hotel, received a long-distance call from a British guest who wanted to book a standard room.

Check-in is scheduled for 3 days later.

Xiao Wu checked the room availability and replied to the guest that the hotel was hosting a [unclear - possibly a group/person] the day after tomorrow.

All standard rooms for large tour groups are fully booked.

Xiao Wu didn't hang up the phone at this point, but continued...

He said with concern, "Could you postpone your visit by two days, or would you like to contact other hotels?" The guest replied, "I still..."

I'd like to stay at your hotel, could you perhaps find a way to do that?

To avoid disappointing the guest, Xiao Wu discussed with him: "Thank you for your trust in our hotel. We very much hope that..."

We have enough capacity to accommodate distinguished guests like yourself.

Please don't rush. If possible, I suggest you stay for two days after you arrive.

Our hotel's luxury suites offer top-notch service, and we are confident you will be satisfied with your stay.

The other party remained silent for a moment, seemingly hesitant. Xiao Wu seized the opportunity to guide them: "I think you wouldn't simply be concerned about the high room rate."

It's not about the price, but whether the suite is worth the money.

Please let me know when you will arrive, and we will send a car to pick you up.

"We'll let you see the suites later, then you can make your decision."

The British guests found it hard to refuse and finally decided to book a luxury suite for two days.

There are many promotional opportunities for front desk room reservations. For reservation staff, enthusiastic service alone isn't enough; they need to be skillful and...

Make reasonable use of promotional methods and master sales psychology and language skills.

In this case, Xiao Wu grasped the "profit" during the promotion.

The "benefit-inducing principle" focuses guests' attention on what services they can enjoy after renting the room.

Guide the guest's thoughts to this

Is the room worth it, or even more than he paid for?

Xiao Wu's success also lies in her words that prevented the guests from feeling uncomfortable.

Instead of making the guest feel awkward by accepting the suggestion, the guest should feel respected, thus naturally believing that Xiao Wu's suggestion is reasonable.

That makes sense.

Case Study Questions

1. Based on this case study, discuss your understanding of the importance of front-of-house service skills.