Precautions for reception at the front desk 1. Friendly attitude of being willing to provide services
Guests' visits are very important to the company, and the reception must be friendly, enthusiastic and willing to provide services.
If you are typing, you should stop immediately. Even if you are on the phone, you should smile and nod to the visitors, but you don't need to get up to greet them immediately or shake hands with them.
when greeting guests, you should nod and smile. It is more cordial to receive old customers.
when the guests leave, they should say goodbye solemnly. No matter how busy you are, don't forget to say goodbye at last. Calling the other person's name will make a good impression, so it is very important to remember the visitor's face and name.
2. Seriously accept the other party's business card
You must use both hands to show your respect when receiving the business card. After receiving it, you should not dismiss it, leave it casually, or fold it in your hand to play with it.
when receiving a business card, please confirm the name of the other party and company listed on the business card. If you see a surname that is not easy to spell, don't read it casually, you must ask the other person.
3. reception? Uninvited guests? Is the touchstone of education
When a guest has not made an appointment to visit, don't directly answer whether the person he is looking for is there or not. But tell each other: I'll see if he is in. ? At the same time, politely ask the other party's purpose:? What do you want with him? If the other party doesn't give his name, he must ask, and try to judge whether he can meet his colleagues from the guest's answer.
when visiting a stranger, be sure to ask his name and the name of the company or unit. You can usually ask: May I have your name, please? Excuse me, which company are you?
don't introduce visitors easily without the consent of your boss. Even if there are visitors who have made an appointment in advance, they should inform their superiors first (contact by phone or report in person) and wait for instructions. If you don't have an appointment, even the guests you think your boss will definitely meet are not allowed to be introduced without authorization.
4. Judging the identity and types of visitors
It is necessary to know in advance whether the boss is willing to receive any visitors at any time or whether he likes to depend on the situation. Generally, visitors can be divided into several categories:
(1) customers.
(2) partners at work.
(3) family members, relatives.
(4) personal friends.
(5) others.
in the absence of an appointment, you can usually decide which comes first in the above order.
if the visitor is very important, don't stop driving without permission.
5. Explain the reasons for refusing the meeting and apologize
If the boss is absent or can't be contacted for a while, you should explain the reasons to the important guests, indicating that you will take the initiative to contact or assist in arranging another appointment. If the other party agrees, ask the other party for its mailing address and contact time.
don't confirm your other appointment time without your boss's consent. You'd better tell the guests:? Can I call you back to reconfirm the appointment?
however, if you are a visitor who comes to make trouble unreasonably and intimidate your boss, you should flatly refuse to drive.
6. Pay attention to the care of visitors
If you can't put it down at the moment, or your boss can't receive visitors at the moment, you must take the initiative to greet the guests so as not to make them feel left out. If guests want to visit in advance, it is reasonable to ask them to wait.
Please ask the other party to sit down in an appropriate place. The reception room should usually prepare some newspapers and magazines, and it is best to have promotional materials introducing the company's organization, history, purpose and service scope for the visiting guests to read.
the guest should sit at a distance from your seat, so that when you leave your seat, the other person will not see the documents on your desk.
7. Introduce the guests who meet the boss for the first time
Generally, the guests should be introduced to the boss first, but sometimes if the guest has a higher status, it is better to introduce the boss to the guest first.
After the introduction, unless the boss asks you to stay, you should quit the boss's office after the introduction.
when the boss is receiving a visitor, if he has anything to contact or ask for instructions, he must pass a note. You can write down the matters on a note and apologize to the guests after entering the office. Sorry to disturb you. ?
8. Lead the way and walk 1-2 paces in front of the guests.
Pay attention to the pace of the guests when leading the way. It can be said: Please go this way. ? Stop when you come to the corner, indicate the direction with your hand and say to the guest: This way, please ? When taking the elevator, let the guests get on and off first. Press the button and signal the guests to go in first out:? Please get on the elevator. ? Please get off the elevator. ?
when opening and closing the door, be careful not to cross your hands or open the door behind your back. Open your hands with your left hand for those on the right and your right hand for those on the left. This will make your posture more graceful. If the door opens inward, you should go in first, hold the door with your hand, and then release the door after the guests come in. Before releasing the door, you should say: Please come in. ?
9. Serve drinks
It is a tradition in China to treat guests with tea, but some guests either come and go in a hurry or repeatedly declare that they don't want tea, so not all guests should be served with drinks. Tea is full of bullying? Tea and drinks should be 8% full, and drinks should be delivered with both hands. Smile when delivering? Your tea (coffee, drinks, etc.)?
Many people don't like to drink a certain kind of drink, or they have some habits and hobbies about the blending of drinks, so when preparing drinks, they should politely ask the guests what they want to drink first. Such as:? Would you like coffee or tea? How do you like coffee brewed?
1. Make a visiting registration card
When you go to work every day, you should check the list of visitors who met that day. If necessary, the relevant information about the appointment should be prepared in advance and made into a card with name, position, company, date of visit, audience, etc.
reception process at the front desk: check-in procedures and precautions for individual guests:
1. When guests enter the lobby and are two meters away from the main desk, they should look at the guests, smile at them and greet them. Hello, sir/madam! Good morning/afternoon/evening? .
(1) If you are answering the phone, just look at the guest, nod and smile, and signal the guest to wait.
(2) If you are processing the documents at hand, you should always pay attention to the arrival of guests.
2. Confirm whether the guest has made a reservation
(1) If the guest has made a reservation, ask the guest to wait a moment, and check the reservation according to the name or company used by the guest when making the reservation.
(2) If the guest has no reservation and there is a room available, he should introduce the type, price and location of the room that can be rented to the guest. Wait for the guest to choose and answer the guest's questions. If there is no room available, you should apologize to the guest, introduce the situation of the nearby hotel to the guest and ask if you need help. Can help them contact.
(3) If the guest is just asking, but not checking in, he should patiently answer the guest's questions and welcome the guests.
3. Check-in registration
(1) Hold the upper end of the accommodation registration form and the lower end of the pen and hand it to the guest for him to fill in.
(2) Check whether the ID card is consistent, scan and save the ID card.
(3) Check whether the accommodation registration form is complete. If there are missing items or unknown information, you should ask or supplement it according to the certificate. If the guest has no valuables to deposit, please sign in the lower right corner of the registration form. And record the license plate number.
(4) confirm the payment method (debit, credit card, cash, Alipay).
(5) Give the certificate and room card to the guests together, and remind them of the approximate location of the room where they live for the first time.
(6) If there are large luggage, ask the bellboy to carry it.
(7) notify the housekeeping center and the general computer room and input the check-in information into the computer.
Remarks:
① When you check in, you should clearly explain the room rate, especially the morning special rate, the room rate and the subsequent room rate.
② membership cards and VIP cards are generally valid upon check-in, otherwise they are invalid. (The reception must indicate the reasons for modifying the house price and open a house price change form).
③ On the accommodation registration form, write the names of several people to open the door. When you check in, you should ask the guests for a few days, so that you can swipe your room card for a few days and collect a deposit for a few days. At the same time, the time on the computer should be consistent with this to facilitate the floor. Adhere to the surname.
(4) the deposit form of the guests staying together should be written separately, and the registration form should also be written separately.
(5) guests should take the initiative to ask if they want to keep secrets when they check in, and ask if they want to transfer by telephone, and don't tell them the room number.
⑥ Guests or VIPs with birthdays should inform the Housekeeping Center in time.
check-in procedures and precautions for the reception team
1. Preparation: (If two room cards are needed for a room, the room cards should be prepared one day in advance)
(1) Make reservations 1-2 days in advance to ensure the use of the room by the team.
(2) when there are more than two teams arriving at the store at the same time, the key teams with high level should be arranged first, and then the teams with more rooms should be arranged.
(3) The guests of the same team should be arranged as centrally as possible.
(4) If there is no room pre-scheduling, you can wait temporarily, but you should leave the room at least one hour before the guests arrive.
(5) The personnel on duty should know the name, contact number, unit and special matters of each team leader. And do a good job of communication with the room service center and the sales department.
2. greet the guests
(1) when the team arrives, search the group's reservation according to the guest information.
(2) Check the number of people, rooms and whether to order food with the guests according to the reservation information. After the content is correct, please ask its team leader to sign the bill. When it is necessary to add or subtract rooms under special circumstances, politely consult the team leader and ask him to sign, and then inform the room service center and cashier to make corresponding changes. And politely consult the activity arrangement of the leader team in order to provide services for the guests. (For example, if you know the check-out time, you can organize manpower rounds on the floor to ensure that you don't delay the guests' time when you check out.)
3. Fill in the form, verify and assign rooms
Please ask the guests to fill in the housing registration form. If the team is in charge, everyone can be exempted from filling in the form, and the team leader will sign the form and count the number of room cards, which will be distributed to the team members.
4. Enter the check-in information into the computer and notify the housekeeping center, the general computer room and the team housing. The name and room number of the tour leader shall be notified to the room service center
Remarks:
① Submit the team reservation form to the cashier for retention, especially the form indicating the checkout method.
② The team list sent by the sales department must confirm the check-in time, tea bar and long distance, and notify the room service center one or two days in advance. The reservation of the sales department should be satisfied as far as possible (the sales department leaders have special preferential rights). Free room for the team is arranged in the annex building.
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