What is the front desk of the company responsible for?

The company's front desk generally refers to the front desk reception, also known as the "administrative front desk", which corresponds to the "administrative background" and belongs to the jurisdiction of the company's administrative department. It is one of the typical positions of modern enterprises, belongs to the facade of the company facing the outside of the company, represents the image of the company, and must have a good image and temperament. Because the post needs to be on duty and must not leave the post, the number of posts shall not be less than 2.

Category 1. Sales type

2. Universal type

Job responsibilities 1. Obey the work arrangement of the reception manager and director.

2. Special circumstances must be reported to the superior.

3. Accept any work assigned by the boss at any time.

4. Do a good job of collecting and filing guest information, and check the relevant information.

5. Receive guests, deal with the difficulties and requirements of guests in the hotel in time, and provide corresponding services and necessary assistance.

Provide inquiry service, but remember not to tell others the guest information casually.

Print various business reports.

Pay attention to all kinds of publicity activities of the hotel.

Pet-name ruby promote guest rooms and hotel facilities and services.

Attend the reception staff's regular meeting, solve problems in time, and carry forward the sense of ownership and responsibility.

Requirements: 1. Have a good professional image and temperament, and know basic reception etiquette;

2. Fluent standard of Mandarin, strong language expression ability and strong sense of confidentiality;

3. Familiar with administrative and office management related workflow, good communication, coordination and organizational skills;

4. Skilled use of office automation equipment and office software;

5. Good teamwork ability, high sense of responsibility and initiative.

6. Good at communication, lively and cheerful, and articulate.

7. Good at seeing off, good at contacting and guiding, and sensitive.

8. The voice is soft and kind.

9. Be good at dealing with emergencies (except disabled people).

10. The receptionist is male or female, but because of her temperament, women are more suitable than men.

Workflow 1. Morning shift 1. Check your gfd according to the hotel regulations, be full of energy and go to work on time.

4. Sign and read the log book, check the keys (including storing keys) according to the work requirements, hand over the keys to the previous staff, and find out what work needs the help of the class, as well as the room reservation situation of the day, especially the VI P guests (including check-in and early arrival).

3. The staff at the counter should first clean up the countertop and supplement the necessary items such as check-in registration card and room card.

4. Check in for individual customers and groups.

5. Print an OC form after noon 12:00AM and check out.

6. Assist the Reservation Department to accept personal reservations from guests under the available room number, fill in the reservation form and hand it over to the Reservation Department for input into the computer.

Once, follow the discount or transfer, fill in the discount form or transfer the bill to the cashier, and then modify the computer data. For rooms that leave after the check-out time, you must fill in the receipt of miscellaneous fees to the cashier to pay the extra rent.

⒏ During the duty, unfinished work or special matters should be recorded in the log.

Pet-name ruby check the key, and succession.

Second, the first point of the middle shift is the same as that of the morning shift.

2. The second point is the same as the morning shift.

3. Assist the guest to check out, fill in the receipt of miscellaneous fees and add rent to the cashier when necessary, and strictly implement the system of late check-out surcharge.

4. Go through the check-out procedures for individual guests and groups, strictly implement the check-in system of valid certificates, carefully check the guest registration information, and do a good job of reimbursement.

5. Print the "account declaration form" and report it to the account.

Item 6 is the same as item 8 of the morning shift.

No charge.

Item 8 of Χ is the same as item 9 of the morning shift.

All-night shift 1. 1 and 2 are the same as in the morning class.

4. Receive guests at night and deal with problems that occur at night. It is especially important to remember that if there is an emergency, you must inform the superior supervisor and the manager on duty at the first time.

3. Check the key before the day cut, print the "rent analysis statistics" and check the report, and notify the night check on the day cut.

4. Print and make business reports according to the specified time, and arrange and bind them.

5. It's the same as 8 o'clock in the morning shift.

Sign for the keys of each department.

Once according to the specified time to print the rest of the report.

⒏ Clean the environment.

Pet-name ruby is the same as the morning shift on the 9th.

Reception etiquette at the front desk: 1. Normalization of appearance.

Front desk clerk should smile every day and keep a cheerful attitude; Pay attention to personal hygiene. Female colleagues should not wear heavy makeup, wear flashy clothes and keep their breath fresh. It is best to use fresh and elegant perfume for intimate conversation.

Second, the phone answering etiquette Pick up the phone when the phone rings the second and third tones. When you pick up the phone, you should say "Hello, XXX Company" first. The voice of picking up the phone is not urgent or slow, so always keep a relaxed and happy tone. You shouldn't lose your temper, lose your temper or even swear at the caller on the phone. When answering the phone, always say such modest words as "I'm sorry", "I'm sorry" and "Please wait a moment".

If you want to transfer the call of the leader, the other party knows the name of the leader and doesn't know the extension number. You should politely ask who the other party is and which unit it belongs to. If it is an advertisement or a disguised advertisement, you should use polite excuses to block the call or transfer it to the relevant department for handling.

Third, the reception etiquette of visitors When a visitor visits, first of all, stand up immediately and avoid nodding and smiling at the visitor. "Hello, who are you looking for?" "Do you have an appointment?" . ?

This needs to be handled separately in two situations:

1. I know who I'm looking for. After confirming that it's an appointment, please wait a moment and contact me immediately. If the person you are looking for is busy, you can ask him to wait a moment and guide the visitors to sit down and pour water in a standardized manner. If you wait a long time and the person the visitor is looking for is still busy, take care of the visitor and explain to him. Don't leave it there.

2. If the visitor knows who he is looking for, but he doesn't make an appointment, the front desk should make a phone call to ask, and tell the relevant colleagues or the assistant/secretary of the leader that it is not convenient for XXX to visit. Out of courtesy and convenience for visitors, even if the colleague or leader you are looking for answers the phone in person, you can ask again as someone else's answer. In this way, it sounds to the visitor that even if the other end of the phone does not allow reception, it is not directly rejected by the person he is looking for, leaving room for the next step.