How does the front desk receive visitors?

(1) Introduction: The front office staff is the vanguard of the hotel, and is often the first group of employees contacted by hotel guests. Therefore, the front office staff are always vigilant in terms of gfd and courtesy, and their every move represents the image and reputation of the hotel. Moreover, because the front office staff is always in a high-profile environment, guests can often see the management level of the hotel from the operation of the front office staff. (2) Appearance: Uniforms should be completely clean and fit, and dirty or wrinkled clothes are not allowed. Hair -M: Hair should not be greasy and scalp, and it 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: No beard, a fresh and lovely face and fresh breath. 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, no dirt hidden under 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. Smell -M: Keep the body smell fresh, and there should be no peculiar smell. W: There is no strong perfume. (3) Politeness: 1. When working, always wear a natural smile and show an amiable attitude, which can make guests feel easy to approach. 2. Don't make small moves (always mature and steady), cover your mouth when yawning, and don't do indecent actions such as itching, picking your nose, picking your ears and picking your teeth. Don't chew gum, smoke or eat at work. Don't doubt the guests, serve them patiently. 5. When handling the counter documents, always pay attention to the surrounding environment to avoid the guests standing in front of the counter for a while and the employees not knowing. 6. When the guests come to the counter, they immediately put down the documents they are processing, say hello politely, and show their professional training, competence and ability to serve the guests. 7. Listen carefully to the guest's questions, don't interrupt the guest's narrative at will, and then answer clearly, so as not to answer irrelevant questions. If you don't know how to answer a question, you should say, "Just a moment, please. I'll check and answer your question." 8. Don't make fun of guests if they are unfamiliar with something or can't do as the Romans do. 9. The efficiency of counter staff should be fast and accurate. 10. Don't show laziness, stand upright, don't swing, don't stand against the wall or cupboard or squat on the ground, don't tilt your head, don't make faces and do strange actions. 1 1. Don't talk to each other about personal matters, quarrel or swear words except things that should be confessed at work. 12. Do not use the counter phone for personal use without authorization. If there is an emergency, you can ask your boss to use the backstage phone. 13. Use words properly, don't offend guests, and don't need flattery. Your voice should be soft, neither too loud nor too small, and you should clearly express what you want to say. 14. Don't read newspapers and books at work. 15. When walking, don't run, walk lightly, don't make any noise, and don't make any strange movements. 16. Try to remember the guest's last name and address the guest as "Hello, Mr./Miss X" when meeting. . 17. If the guest's inquiry is beyond his authority or ability, he should take the initiative to make relevant contact for the guest, and don't just answer with "I don't know" or even ignore it.

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