Speaking skills of hotel front desk

The receptionist should have higher quality than other employees in order to leave a deep impression on the guests; If guests can take one or several receptionists as their "ideal choice", then they can achieve the ideal effect of combining reception work with sales.

The key to achieving the above goals lies in two aspects, namely, reception at the front desk and guests.

In order to make the front desk reception really satisfy the guests, I think:

First, the receptionist should be careful and meticulous, and the operation process should be very skilled. You must concentrate on your work and not be careless; Master the computer system very skillfully and try to avoid waiting in line for guests.

Cause adverse effects. "Samsung" customer service department has such a slogan: We will provide RWYW service for you, "We will serve you while you wait". What a sweet sentence. Especially for consumers in business hotels, the most taboo is waiting. "Time is money", which is especially important to them. Therefore, the reception staff should put themselves in the guest's shoes, so as to get the praise of customers.

Second, be good at communication. The work of the receptionist is sometimes busy and sometimes a little idle. How to communicate with guests in a little spare time is also an inexhaustible "social empiricism". The receptionist must be sharp-eyed, attentive, eloquent and persuasive.

When a guest is staying in a hotel for the first time, if the reception work at the front desk is loose, he can appropriately slow down the operation process and use this time to communicate with the guest. Of course, how to communicate depends on the expressive ability of the language. Only by treating the hotel as your own can you communicate with the guests wholeheartedly. There is no need to offer discounts or communication discounts. Business is only about relationships, not "candy".

From the guest's point of view, there are generally three kinds:

First, irritable, annoying and chaotic guests. This kind of guest will complain if he is slightly unhappy. In the face of such guests, the receptionist should not only pay attention to their expressions, actions, words and even voices (I believe they will not be annoyed by that kind and pleasant voice), but also consider their habits when checking in and checking out. If you are considerate and proactive to your family and provide them with humanized services, I believe they will not complain easily.

Second, a gentle guest. Such guests tend to be more considerate of hotel waiters. However, don't let the reception desk unconsciously reduce the service quality because of this; On the contrary, we should serve them more enthusiastically, even if it is a kind word, a warm blessing and greeting. Our efforts can satisfy our guests, and that is the best reward. When the guests are satisfied, they will naturally identify this hotel.

Third, the guests between the above two personalities. Receptionists should pay attention to their facial expressions, be good at figuring out the psychology of guests and provide services according to their mood. Treat anyone, as long as you grasp the characteristics, there is no problem that cannot be solved.

The front desk is the largest and most direct hotel service sales position. When the front desk sales are completed, the economic benefits of the hotel will go up, and various benefits will follow. The position of the front desk can't be simply considered as receiving guests.

Interview skills at hotel front desk

First, employment guidance:

First of all, as the image window of the company, the front desk staff should not only do their own jobs, but more importantly, their words and deeds represent the company. The front desk clerk must pay attention to the basic workplace etiquette in the interview and do the following precautions.

Second, the interview dress

As the "face" of the company, the front desk clerk will be good at choosing professional clothes during the interview, stable and generous, and easy to get the favor of the interviewer. If you don't have professional clothes for the time being, you can wear casual clothes to the interview, but pay attention to the fact that the clothes should not be too fashionable and the colors should be as elegant as possible, otherwise the interviewer will think you are frivolous and impractical.

Third, the interviewer's opening remarks

"Please introduce yourself briefly in 2 minutes" is a common interview question, which is put forward in the opening remarks. The front desk clerk can refer to the interview self-introduction:

I am glad to have the opportunity to come to your company for an interview. My name is XXX. I am 20 years old this year. I graduated from Xuzhou Normal University. I am cheerful and lively, calm, United and cooperative, and have a strong sense of responsibility. I worked in xx Securities Company for a while, and now I am strengthening my English. I like the job of clerk very much, and I think I can do it. I hope your company can give me a chance. thank you

Fourth, the front desk clerk interview questions and answers

1. What are the basic qualities of a front desk clerk? What are the daily expressions?

A: I think the basic qualities of a receptionist are hard work, flexibility, carefulness and self-motivation. Everyday expressions include: "Hello!" When we meet. Nice to meet you! ""What can I do for you? Is this your first time here? The road is difficult. " "Please give us your valuable comments on our work." "Please wait a moment, I'll help you right away. "

2. What is the specific job of the front desk clerk?

A: The specific work includes reception work, filing work, document drafting and processing, meeting organization, information work, daily office work and coordination work.

3. How to classify files? What is the standard?

Archives classification generally includes annual classification, organization classification and problem classification, which can be combined according to the actual situation in reality.

4. How to deal with the relationship with superiors and subordinates at work?

This belongs to the coordination part of the front desk work.

For superiors: clerks should maintain the prestige and image of leading members in their work, respect leaders and actively cooperate with them; To maintain internal unity of the leading group, the work of asking for instructions or reporting should be carried out in strict accordance with the division of responsibilities of leading members, and no words, gossip or angry words that are not conducive to unity should be asked.

For subordinates: you can talk to each other; Express opinions on an equal footing, through consultation and in an exploratory tone, solicit each other's views and seek the best solution to the problem; Pass on your opinions to each other with a suggested attitude and humble language in order to achieve the purpose of coordination.

5. Talk about your personal work experience.

In the process of being a clerk, I feel that this position is the company's external image, representing the company's first impression to others, and plays an important role in connecting and coordinating the company's internal operation process. As a clerk, you should love your job, be conscientious, have the spirit of not being afraid of hardship and fatigue, and be willing to be an unsung hero. Be fair, be loyal to your duties, and strive to master all kinds of skills at work.

6. Write a notice.

This is the basic skill.

Thank you letter after the interview

The thank-you note after the interview is a necessary job. It is not only a simple thank-you, but also a re-emphasis on your advantages and enthusiasm for getting the job.

Five Skills of Job Interview for Freshmen

(1) Get to the point, be concise, clear and well-founded.

In general, you should draw a conclusion first, then discuss it, first express your central idea clearly, and then make a narrative and argument. Otherwise, a long speech will make people accomplish nothing. The interview time is limited, the nerves are a little nervous, and there are too many superfluous words, which are easy to digress, but will dilute or miss the topic.

(2) Explain the whole story and avoid abstraction.

Employers always want to know the specific situation of some candidates when asking questions, and must not simply answer with "yes" and "no". Depending on the questions raised, some need to explain the reasons and some need to explain the degree. Answers that are too abstract and don't tell the whole story often don't leave a concrete impression on the examiner.

(3) Confirm the content of the question and avoid answering irrelevant questions.

In the interview, if the questions put forward by the employer are out of touch for a while, so that you don't know where to answer or it is difficult to understand the meaning of the other party's questions, you can repeat the questions, first talk about your understanding of this question, and then ask the other party to confirm the content. Unclear questions must be made clear, so as to be targeted and not answer irrelevant questions.

(4) Have personal opinions and characteristics.

Employers sometimes receive several applicants, ask the same question several times and listen to similar answers several times. Therefore, employers will find it boring. Only an answer with unique personal opinions and characteristics will arouse the interest and attention of the other party.

(5) Knowing means knowing, and not knowing means not knowing.

It is not enough to avoid problems that you don't understand, don't understand and don't know, keep silent, be far-fetched and pretend to understand. Admitting your shortcomings sincerely and frankly will win the trust and goodwill of the examiner.

Matters needing attention

Skills to eliminate nervousness for candidates Because the success of the interview is related to the future of job seekers, college students are often prone to nervousness during the interview. Some college students may fail the interview because they are too nervous. Therefore, we must try our best to eliminate excessive tension.

Employers sometimes receive several applicants, ask the same question several times and listen to similar answers several times. Therefore, employers will find it boring. Only an answer with unique personal opinions and characteristics will arouse the interest and attention of the other party.

Common mistakes made by fresh graduates in job interviews.

1, not good at breaking the silence

At the beginning of the interview, the applicant is not good at "breaking the ice" (that is, breaking the silence), waiting for the interviewer to open the box. In fact, whether before or during the interview, the interviewer will take the initiative to say hello and talk, which will leave the interviewer with a good impression of being enthusiastic and good at talking to people.

Step 2 "befriend" the interviewer

Interviewers with certain professional qualities are forbidden to befriend candidates, because the relationship between the two sides is too casual or too tense during the interview, which will affect the interviewer's judgment. Smart candidates can give one or two well-founded things to praise the recruiting unit, thus showing your interest in this company.

3. Influenced by prejudice or prejudice

Sometimes, the negative comments you get about the interviewer or the employer before attending the interview will affect your thinking during the interview. Interviewers who mistakenly think they look cold are either strict or dissatisfied with the candidates, so they are very nervous. Sometimes, the interviewer is a young lady who looks much younger than herself, and she begins to whisper, "How can she be qualified to interview me?" In fact, in the recruitment interview, a special procurement relationship, as a supplier, candidates need to take the initiative to face different styles of interviewers, that is, customers. A real salesman can't choose his own attitude when facing customers.

4. make a generous speech, but you can't give an example

When a candidate talks about personal achievements, specialties and skills, once a clever interviewer asks, "Can you give me one or two examples?" ? Candidates are speechless. The interviewer just thinks that facts speak louder than words.

5. Lack of positive attitude

Interviewers often mention or touch on things that embarrass candidates. Many people are blushing or lying perfunctory, instead of honest answers and positive explanations. For example, the interviewer asked: Why did you change jobs three times in five years? Some people may talk about how difficult the job is, instead of telling the interviewer that although the job is difficult, they have learned a lot and matured a lot.

6. Loss of professional style

Some candidates did well in all aspects during the interview, but once they were asked about their current company or previous company, they would angrily attack the boss or company and even abuse them. In many large international enterprises, or in front of professional interviewers, this kind of behavior is very taboo.

7. Not good at asking questions

Some people ask questions when they shouldn't, such as interrupting the interviewer in an interview. Some people are poorly prepared before the interview, but they don't know what to say when it's their turn to ask questions. In fact, a good question is better than countless words in the resume, which will make the interviewer sit up and take notice.

8, vague about personal career development planning.

For personal career development planning, many people only have goals and no ideas. For example, when asked, "What is your career development plan for the next five years?" At that time, many people will reply, "I hope to be the national sales director within five years." If the interviewer then asks "why", the candidate will usually be confused. In fact, any specific career development goal is inseparable from your assessment of your current skills and the rough skill development plan that needs to be drawn up in order to be competent for your career goals.

9. Pretend to be perfect

Interviewers often ask, "What is your weakness in character? Have you ever suffered setbacks in your career? " Some people will not hesitate to answer: no. No one has no weaknesses, and no one has not suffered setbacks. Only by fully recognizing one's own weaknesses and correctly recognizing one's own setbacks can one mold a truly mature personality.

10. Be "introduced into the urn"

Interviewers sometimes evaluate candidates' business judgment and business ethics. For example, after introducing the company's honest and trustworthy corporate culture or simply not introducing anything, the interviewer asked, "As a financial manager, what would you do if I (the general manager) asked you to evade taxes within 1 year?" If you scratch your head and come up with a plan for tax evasion on the spot, or if you are full of ideas, you will immediately list a lot of plans, all of which prove that you are trapped by them.

1 1. Ask about salary and benefits voluntarily.

Some candidates will take the initiative to ask the interviewer about the salary and benefits of the position at the end of the interview, and the result is that haste makes waste. Interviewers with human resources professionalism are taboo to this kind of behavior. In fact, if the employer is interested in a candidate, it will naturally ask about his salary.

12. I don't know how to end it.

At the end of the interview, many job seekers will be incoherent and at a loss because of the excitement of success or the fear of failure. In fact, at the end of the interview, as a candidate, I might as well express my understanding of the position I am applying for; Tell the interviewer enthusiastically that you are interested in this position and ask what the next step is; Smile and shake hands with the interviewer, and thank the interviewer for his reception and consideration.

Communication skills between hotel front desk and guests

Ritz-Carlton, the world's top hotel group, has put forward 20 service principles for its employees, among which 14 principle is: warn employees to pay attention to proper wording when communicating with customers and colleagues. For example, you should say "please accept my apology" instead of "I'm sorry"; "willing to help you" instead of "can". Therefore, former President Schultz announced a famous ban on saying "yes" or "yes".

This shows the importance of communication in catering service! To establish a good relationship with guests, we must have a correct understanding of the guests, correctly understand the relationship between hotel employees and guests, and master the psychology and communication skills of guests.

Know the guests correctly

To communicate well with guests, we must first know the guests correctly and understand "what is a guest?"

Guests are the object of service.

In the hotel's guest-guest interaction, the two sides play different "social roles". Service personnel are "servers" and guests are "service recipients" and "service objects". The front office staff can never forget this in their work and can't change the guests from "clients" to others. Everything that is incompatible with "providing services" should not be done. Especially under any circumstances, you can't "gas" the guests. The reason is simple: guests come to the hotel to "spend money on enjoyment" rather than "spend money on hospitality".

Guests are all people with a sense of superiority.

In the hotel, everything we do is for the guests. As long as it is not unreasonable, we must satisfy them.

Once, a tenant called the waiter and said that he had two guests and asked for two packs of tea and two disposable paper cups. There are two cups in the room, but the guests just don't need them. When the waiter took tea and two disposable paper cups according to the guest's request, the guest said that two more guests came and asked for two more bags of tea and two disposable paper cups. The waiter came back immediately to get them. The guest said to his friend, "I heard that the waiters here have good attitudes. I'm going to test them." For such guests, as long as the requirements are not too high, we should try our best to satisfy them, which reflects an attitude problem.

Guests are emotionally free people.

A guest drank too much in the restaurant and stumbled in the corridor. A waiter greeted him and wanted to help him. The guest got angry and shouted at the waiter for looking down on him. I obviously drank too much, but the guest insisted that half a catty of white wine was nothing. I obviously fell down, but the guest shouted "nothing, nothing"! Afterwards, the waiter helped him into the room, took off his shoes and coat, covered the quilt and closed the door before leaving.

As long as the guest's behavior is not beyond the scope of the law, the service personnel should learn to tolerate the guest, put themselves in the guest's shoes and deal with these problems by empathy. In order to make the service work in place.

Guests are people who pursue enjoyment.

It is necessary to satisfy guests' spiritual and material enjoyment within a certain range, and constantly develop new products to satisfy guests' newer and higher enjoyment. For example, we find that the bedside control cabinet is too complicated and can be changed to one-way control; Add a cushion to the pillow of the bed, so that the guests can lie comfortably in bed and watch TV; Extend the meal time to meet the guest's room service; In order to facilitate the guests to find a waiter in the corridor, a service telephone is installed next to the elevator in the corridor; In addition to all kinds of snacks and playing cards in the room, the service center can also provide fruits and chocolates at any time according to the requirements of guests; There is also a special health massage service.

The guests are Mr. and Ms.

When talking about whether you have ever met a particularly rude guest, a manager of the Ritz-Carlton Hotel once said to the hotel trainees, "If you are kind to them, they will naturally be kind to you. Remember, you should provide quality services to gentlemen and ladies as a gentleman and lady. " After that, he stopped, bent down to pick up some sundries on the ground, put them in his pocket, and then added, "We should try our best to help the room attendants, just as they help us clean the dining car in the building." The manager perfectly explained the communication between hotel employees, guests and colleagues with his words and deeds.

Master communication skills with guests.

Pay attention to the use of communication language

Lack of communication or improper communication is an important factor affecting the service quality of hotel front desk and other service departments. Positive and standardized communication language is an important way to improve the quality of hotel reception and hotel service. The following case illustrates this point well.

Attach importance to "psychological service" for guests

Hotels provide guests with "dual services", namely "functional services" and "psychological services". Functional service meets the actual needs of consumers, while "psychological service" means not only meeting the actual needs of consumers, but also giving them an "experience". In a sense, guests are consumers who spend money to "buy experiences".

A very important part of the guest's experience in the hotel is the interpersonal communication here, especially with the hotel service personnel. This kind of communication often plays a decisive role in whether guests can have a relaxed and happy mood and take away good memories. Therefore, as a receptionist, as long as it can make guests experience relaxed and happy interpersonal communication, it is to provide high-quality "psychological services" and produce high-quality "experience products".

In short, if the hotel staff can only smile at the guests and can't solve practical problems for them, of course not, but if they can only solve practical problems for the guests and don't know how to be a man, it is impossible to win the satisfaction of the guests.

Treat guests with "understanding"

If you want to give your guests a sense of intimacy, you should not only be "emotional" but also "considerate", that is, you can correctly judge the situation and mood of your guests by observing their words and feelings, and make appropriate language and behavior responses according to their situation and mood. "Are you sick, sir?"

In order to create a warm atmosphere and make guests feel warm and cordial when they come to the reception desk, we also integrate family service into our daily work. When the guests arrive at the reception desk, we try our best to talk to them and get information that is beneficial to our service, such as guests' preferences and tastes.

One very cold night, a guest from Nanjing checked in, listless, and kept wiping his nose, so I asked, "Sir, are you uncomfortable?" The guest said helplessly, "The train is freezing to death, and the bus is late, so there is no place to buy medicine." So I arranged a heated room for him and told him to drink more hot water. After arranging the guests, I called to deliver the medicine for free, and the medicine was delivered half an hour later. When I delivered the cold medicine to the guest, he said excitedly, "Your service is really home. Even my own relatives can only do this, thank you very much. "

When you say "no", say "no" to the guests.

To put it bluntly, irony is to pay attention to the art of language, especially to master the art of saying "no" and express the meaning of "no" in a "yes" tone as much as possible. For example, you can use "you can smoke there" instead of "you can't smoke here"; Please wait a moment, your room will be ready in a minute, not "sorry, your room is not ready yet" When you have to say "no", you should also explain to the guests more, and avoid using the word "no" as hard and cold as steel to refuse the guests.

Use too casual language, because you are familiar with the guests.

After working in the hotel for a long time, many guests will become their friends. So the greeting is no longer "hello", but "wow! It's you! " The service between them has also changed from "format" to "friend". This will lead to communication errors and even serious consequences.

Hotel front desk communication skills

1. Communication skills with lively guests

Interest is changeable, emotions are rich, and people are likely to be dominated by emotions, so they are willing to make friends. Therefore, they should choose a relaxed and lively form of communication to satisfy their love of conversation and communication. Also ask for their opinions and suggestions, and take the initiative to introduce them to the latest activities of the hotel.

2. Communication skills with impatient guests.

People who are grumpy and impatient are courageous and quick-thinking, and they tend to be competitive, which is beyond words. When communicating with them, we should pay attention to being gentle and friendly, avoiding their sharp edges, being soft and firm, not arguing with guests, not to be provocative, requiring quick service, not using impolite language, praising them in public in time according to their characteristics, which can stimulate their enthusiasm and enthusiasm and talk with them frankly, sincerely and directly. Techniques such as "detour" and "hint" have little effect, but "challenge" often works.

3. Communication skills with guests with stable viscosity

Like a clean environment, practical, easy to communicate, self-controlled, calm and quiet, not too picky about service, do things as safely as possible, do not easily change their views, communicate with them with "affection", have a sincere attitude, be practical in style, and say less beautiful words. Do more practical things. Once they win friendship, they will be sincere and single-minded, emotionally stable and their friendship will last longer.

4. Communication skills with depressed guests

Depressed guests are sensitive and unsociable. At the reception, the hotel staff should be closer and serve them silently, but not too enthusiastic. They can talk about some pleasant things on their own initiative, but don't joke. They should respect the privacy of others. If you need to discuss something, you must listen to the opinions of the guests patiently and pay attention to their consistent attitude.