What is the principle of receiving guests?

The secret of the success of reception etiquette is to be careful and take care of every guest's preferences, and they will be happy for your concern. Meet guests and treat old and new friends warmly. Reception etiquette most intuitively represents the quality of the receiver. What are the principles of reception etiquette? The following are some of the contents I collected, hoping to help you.

What are the principles of reception etiquette?

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, which will help to influence and determine the time for guests to 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, entertainers 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 a service or equipment maintenance problem, 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.

How to greet guests

The first is to determine the welcome specifications.

Usually follow the principle of equal status, that is, the main welcome and the guest of honor are equal. When it is impossible to be completely equal, they can be flexible, and people with equal status or deputies can come forward. There shouldn't be too many others

The second is to master the time of arrival and departure.

Accurately grasp the arrival and departure time of the guests, and inform all the welcoming staff and relevant units at the first time. If there is any change, the relevant personnel shall be informed in time. Greeters should arrive at the meeting place in advance, not too early, not too late or even late. The off-duty personnel should arrive at the off-duty place before the guests leave.

The third is to offer flowers at the right time.

There is generally no need to present flowers to meet ordinary guests. Welcome very important guests and offer flowers. Flowers should be used to present flowers, and the bouquets should be neat and bright. Avoid chrysanthemums, azaleas, carnations and yellow flowers. After the main leaders attending the welcoming ceremony shake hands with the guests, flowers are usually presented by children or young women. You can present flowers only to the guests, or you can present flowers to all the guests separately.

Fourth, different guests meet in different ways.

For the reception of a large number of guests, you can prepare specific signs in advance so that guests can see clearly from a distance; For the first time, guests who don't know each other should take the initiative to ask and introduce themselves; For familiar guests, there is no need to introduce them, just shake hands and greet them.

The fifth is to leave some time.

After the guests arrive at their residence, don't arrange activities immediately, but leave some time for each other before arranging activities.

3S principle in reception etiquette

Modern business etiquette-the 3S principles in reception are as follows:

1s: Stand up and greet the guests. Regardless of the age and qualifications of the guests, when they first arrive, they need to stand up and welcome them.

2S:SEE has people in his eyes, focusing on the guests, making them feel that they are valued and that the host is listening to him;

3S: Smiling is the best way to communicate in the world. No one will mind others being nice to themselves. Of course, if a guest talks about any tragic event, he should match his facial expression and stop smiling blindly to avoid being mistaken for ridicule or irony.