Front desk etiquette

The front desk is the vanguard, and the receptionist must pay attention to her image and reception etiquette. Then I will share with you the etiquette of the front desk work, hoping to help you!

Reception etiquette 1

1. Work in sequence

Reception at the front desk is the first and last link in serving guests. Work should be orderly and efficient, so as to do things first, ask questions second, greet guests third, and say: Excuse me, please wait a moment. ? If there are many people at the time of registration, be sure to keep calm and orderly when opening the room, make a good explanation, improve efficiency, increase the number of people when necessary, and don't keep the guests waiting for too long.

2. Have a kind attitude

Reception guests should be kind and gentle, look at the guests, articulate.

Enthusiastic and quick

The reception work of the front desk staff in many hotels is very busy and changeable, and the guests who come to the front desk are varied and have their own needs. Therefore, the reception work at the front desk should always be warm, fast, hospitable, elegant and polite.

This will help to influence and decide the time for guests to check in and stay in the hotel. If the front desk staff is cold or rude to the guests, they will alienate them, leading to dissatisfaction or early departure.

4. Good posture

Generally, the front desk staff can't sit down until after 1 am. When the guests come, they must stand, have a correct posture, don't smoke, don't lose their manners and stagger.

be concentrated

Concentrate on your work and don't make mistakes. The guest's name must be clear. It is impolite to make mistakes or mispronounce a guest's name. You can't answer the phone while serving the guests. In a post, you can't just talk to a familiar guest for too long. Don't do several things at the same time, lest you lose your concentration and make mistakes.

Learn to observe

People come and go in the hotel, celebrities, entertainment activists and politicians are frequent visitors to the hotel. The staff at the front desk should learn to observe and record the personal information of the guests for future use.

7. Treat guests equally

Treat all the guests equally, and take care of important guests or regular customers quietly, so that they feel different, superior, valued and respected. In fact, every guest is looking forward to being received by a private person or individual.

8. Fulfill all commitments

If you can't fulfill all your promises to your guests, you should tell them directly and sincerely that you have no choice, and at the same time, you'd better introduce other places that can meet their requirements.

9. Handle guest complaints.

Receive complaints from guests who have just checked in and deal with them in time. For example, if a guest complains about service or equipment maintenance problems, he should apologize first, then thank the guest for reflecting the matter and say that these problems will be reported and corrected.

The specific way is to report on the complaint form or to the manager, so that the hotel can take necessary measures to correct the problem and prevent such problems from happening again. If the guest is still dissatisfied with the maintenance of the hotel or equipment, please ask the boss for help and try to avoid making the guest dissatisfied.

10. Improvisation performance

The main service desk is that employees should be resourceful and good at doing things. When guests stay in a hotel, unexpected things often happen, such as sudden illness or even death at night, or failure to book air tickets. They will ask the front desk staff for help.

Therefore, the front desk staff should have the ability to deal with emergencies, be ready to deal with all kinds of accidents at any time, give full play to their wisdom and handle them properly, so as to be calm in the face of chaos, calm in the face of crisis and handle things well.

Code of etiquette for front desk work II

1.

Standardize the work etiquette of the company's front desk clerk and front desk loss prevention personnel, and establish a good image of the company.

2. Scope of application

Applicable to the front desk clerk and front desk loss prevention personnel of the company headquarters.

3. Responsibility

3. 1 The front desk clerk is responsible for receiving, registering, answering questions and guiding all visitors.

3.2 The loss prevention officer is responsible for the reception, registration, answering questions and guidance when the front desk clerk leaves.

4. according to

4.1xx etiquette standard

5. Content

5. 1 Instrument requirements

5. 1. 1 Hair: Wash your hair frequently and keep it clean. Strange hairstyles and colors are not allowed, and it is not exaggerated to wear them.

Hair accessories, not long hair.

5. 1.2 ornaments: it is not advisable to wear earrings, pendants and rings that are too complicated and exaggerated.

5. 1.3 Face shape: no heavy makeup, fresh and natural light makeup is appropriate.

5. 1.4 nails: nails should not be too long and should be trimmed frequently. Nail polish should be as light as possible. Don't draw colorful patterns on your nails.

5. 1.5 Oral cavity: Keep it clean, and don't eat food with bad smell before going to work.

5. 1.6 odor: keep the body odor fresh and odorless, and it is not advisable to use perfume with strong fragrance.

5. 1.7 decoration: avoid public decoration, do not wear ties, button buttons, arrange clothes, comb your hair, make up, etc. In front of colleagues and guests.

5.2 dress code

5.2. 1 winter: wear a collared shirt (preferably light color) with suit pants or skirt, and wear a work permit on the chest.

5.2.2 Summer: Wear a sleeved shirt (preferably light color) with suit pants or skirt, and wear a work permit on the chest. No slippers.

5.3 Etiquette and language for receiving customers

5.3. 1 When the customer enters the door, or the customer is within 1 m from the front desk, the front desk clerk must take the initiative to greet the customer. Hello, what can I do for you?

5.3.2 When the customer clearly indicates the service he needs (specify which department or department to look for), before introducing it, he should contact relevant colleagues or departments and say:? Would you please follow me? Or give directions to customers. When indicating the direction, the arm is straight, the palm is up, and the five fingers are disturbed.

5.3.3 When the line of the customer is busy, the front desk clerk should say: Sir/Madam, I'm very sorry, the person you are looking for is receiving the customer, please wait a moment. ? You can ask the customer to wait in the front lounge or reception room for a while, pour tea, and then inform the customer of his visiting colleagues.

5.3.4 When the front desk attendant is busy receiving customers and other customers need service, please wait a moment and say in a gentle tone. Excuse me, please wait a moment. At the same time, arrange for the other person to sit down and wait for a while.

5.3.5 If you meet a customer who can't speak Mandarin but can't understand the customer's language, you should smile and signal the customer to wait, and ask someone who knows the language for help as soon as possible.

5.3.6 When the customer leaves after service, he should thank the customer:? Thank you. Please take care. ? Or shake hands and say goodbye.

5.3.7 In case of customers deliberately making things difficult or making troubles without reason, they must receive them calmly and must not make a scene with customers. If they can't cope, they can ask for instructions and ask for help from their superiors.

5.4 Basic Courtesy Terms

5.4. 1 Basic Acceptance Terms

Hello, what can I do for you?

Hello, who are you looking for?

This way, please? Thank you. ?

Please have a glass of water first and wait a moment. ?

Thank you. Please take care. ?

5.4.2 Basic terms for answering questions

When answering customers' inquiries, be warm and generous, articulate and euphemistic. No matter what kind of questions and requirements customers put forward, they are not allowed to look cold, faint and absent-minded

? Excuse me, did you find it? Mr./Ms. (Miss) went out or had a rest today. If it is convenient for you, please leave your name and contact number to let you know when he (she) will come back, ok?

? Please rest assured that we will deal with it as soon as possible.

? Sorry, I'm not sure about this question. Just a moment, please. I'll get to know the situation first.

5.4.3 Basic expressions of apology

? Sorry to have kept you waiting.

? I'm terribly sorry. I just made a mistake. Please forgive me.

? I'm sorry to make you run again.

? Sorry, this problem won't be solved for a while. I will feed your information back to the company. Please forgive me.

? Your suggestion is very good, which is an oversight in our work. I apologize to you specially.

5.5 Telephone etiquette and language

5.5. 1 Answer the phone within 3 times and say:? Hello, XX! ?

5.5.2 When the other party needs to transfer the call, say:? Ok, just a moment, please. ? Then make a call transfer.

5.5.3 When the other party calls to inquire about the company's business, first find out what the other party means, and then say:? I'm sorry, the question you asked is clear to the business staff of XX Department. Just a moment, please. I'll transfer his call for you now. ?

5.5.4 When a strange call requests to be transferred to the President, you can say:? Sorry, I'm not sure if the president is in the office now. I'll transfer the call to the president's secretary. You can communicate with the president's secretary if you have anything. ?

5.5.5 When the caller asks for leave or goes on a business trip, he can ask whether it is convenient to convey it, and record the contact information and telephone content.

5.6 Code of Conduct

5.6. 1 When walking or working in the office area, greet colleagues and guests appropriately and politely.

5.6.2 Stand up straight, don't show laziness, don't make small moves, and don't make indecent actions such as scratching, picking your nose and picking your teeth.

5.6.3 When receiving guests, cough and sneezing should be turned to no one's place, covered with hands and said? Excuse me. .

5.6.4 Look at the guests with warm, polite, friendly and sincere eyes, and don't stare at each other with slack and dull eyes.

5.6.5 Treat all people equally. People should not be judged by race, skin color, religious belief, dress and appearance. People with physical defects should not be laughed at, discussed or pointed out, and special services should be provided on their own initiative.

5.6.6 When the company enters other people's offices, it is necessary to gently knock on the door before entering. It's not rude to close the door when you get in. After entering the room, if the other person is talking, wait a moment, don't interrupt in the middle, and if there is something urgent, seize the opportunity to say: Sorry for interrupting your's conversation. ?

5.6.7 When delivering documents and other articles, the front and text should be handed in the opposite direction.

5.6.8 When dealing with the front desk work, we should also pay attention to the surrounding environment at any time to avoid poor service to the visiting guests.

5.6.9 Except for things that should be confessed at work, no private conversation, no quarrel and no swearing are allowed. Don't whisper or talk about company affairs in front of customers.

5.6. 10 When you walk, you should tread lightly, don't make loud noises in passages and corridors, and don't sing or whistle. When you meet your boss or client, you should be polite and not in a hurry. If it's convenient, please pull the door for them.

5.6. 1 1 Keep the environment of the front desk area clean and tidy at all times, keep the front desk bar clean and tidy, and do not put personal items unrelated to work.

5.6. 12 Not all customers' needs should be fully met, especially if customers want to meet the president and vice president, they need to make an appointment with each other and confirm it first; If you don't have an appointment, you can ask the president's secretary if he can arrange an interview.

5.6. 13 Don't disclose the telephone numbers and mobile phone numbers of company managers, especially senior managers, to strangers.

5.6. 14 Both internal employees and external customers are not allowed to make loud noises at the front desk. When there are problems or contradictions, the front desk clerk should arrange for them to go to the interview room, conference room or other places, and notify the relevant departments to solve them through consultation.

5.6. 15 In case of an unknown visitor who intends to make trouble, he should receive it politely; If it cannot be handled, notify the immediate superior and loss prevention supervisor to help solve it.

6. Reward and punishment

If the front desk clerk is complained about the service etiquette and service attitude, and it is verified by verification, the performance score will be deducted 1-3 points each time; If the circumstances are serious and have a significant impact, 5- 10 points will be deducted each time, which will be dealt with according to the Interim Measures for the Management of Employees' Incompetence and disciplinary action.

Reception etiquette 3

Receptionist's job responsibilities

Polite hospitality and warm service satisfy the guests.

Receive guests, check in, and assign rooms according to guests' requirements.

Pass the guest's related information to relevant departments through computers, telephones, documents and reports.

Grasp the situation of room rental, make various reports of room sales, and provide accurate information for hotel management.

Responsible for inquiring about house prices and hotel service facilities.

Do a good job in the statistics of guest historical files.

Understand the customer situation and report to the superior in time when problems are found.

Basic gfd etiquette for receptionists.

hair

M: Hair should not be greasy and scalp, and should not be too long (the length stipulated by the hotel).

W: Hair should be neatly combed and tied. Don't wear exaggerated hair accessories. Only use light and generous hair accessories, and don't cover your eyes or face with your hair.

face

M: Don't grow a beard, your face should be fresh and pleasant, and your breath should be fresh.

W: Don't wear too much rouge gouache, just make it a little more beautiful, scan the slices lightly, and apply lipstick and rouge lightly.

hand

M: No nails, clean nails and no dirt hidden in them.

Woman: Don't leave your nails too long. Not suitable for bright red nail polish. Only light nail polish can be used.

foot

M: Clean shoes, socks and shoes should be polished before going to work every day.

Woman: Clean shoes and socks. Don't wear colored socks. Wear socks in the color specified by the hotel. Shoe your shoes before going to work every day.