What should I pay attention to in the reception etiquette of hotel lobby?

The lobby of the hotel is not only the window of the hotel's external service, but also the information center of the hotel, and it is also the place that gives guests the first impression and the last impression before leaving the hotel. The quality of front office service directly affects the satisfaction and loyalty of guests. Therefore, the innovation of hotel lobby service is a shortcut to win the hearts of guests. Learn the reception etiquette in the front hall with you.

Instrument specification for front office staff:

1. Smile and keep a cheerful attitude;

2. Keep your body clean and hygienic;

3. comb your hair neatly and keep your face clean;

4. Go to work with light makeup;

5. Keep your lips moist and your breath fresh, which is suitable for close conversation;

6. Hands are clean, nails are neatly trimmed, and bright nail polish is not applied;

7. It is advisable to use fresh and elegant perfume.

Front office service etiquette

1. Take charge of answering the front desk service hotline and transferring calls, do a good job of call consultation, carefully record important matters and convey them to relevant personnel without omission or delay;

2. Be responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company's reception service specifications and maintain good manners;

3. Responsible for the sanitation and cleaning of the front desk or consulting reception room of the center and the placement of tables and chairs, keeping them clean and tidy;

4. Manage the equipment at the front desk. If it is found that the equipment is not in normal use, it should be reported to the relevant personnel in time and handled in time;

5. Documents should be classified to keep the reception area clean;

6. Serve the daily affairs such as copying, scanning, printing and ordering food for colleagues in the unit;

7. Take the initiative to greet the leaders, colleagues, parents and students who enter and leave the school;

8. Actively communicate and coordinate the relationship between ministries, and timely report the work within the scope of duties;

9. Assist the personnel supervisor in the preliminary work of recruitment;

10. Accept the work arrangement of the superior leader.

Telephone reception etiquette at the hotel front desk:

1. When answering the phone at the front desk, the voice should be neither urgent nor slow, and always keep a relaxed and happy tone. You shouldn't lose your temper or even swear at the caller on the phone.

2. When answering the phone, do you want to talk often? Excuse me. Hello? Just a moment, please. Humble words like "wait".

3. Pick up the phone at the second and third rings. Pick up the phone and the first sentence is:? Hello, xxx company? Avoid it? Hello? begin

If the call is delayed for any reason, tell the caller: Sorry to have kept you waiting. You can say politely:? Just a moment, please. , and immediately transfer.

Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations.

6. In the process of calling and answering the phone, remember to let the customer connect the line first. Because once you hang up first, the other party will definitely hear you? Click? This will make customers feel very uncomfortable. Therefore, at the end of the phone call, the customer should be politely asked to answer the phone first, and then the whole phone call can be successfully completed.

7. When you meet a visitor on the phone, in principle, you should entertain the visitor first. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call.

8. In view of the fact that the front desk staff have to answer a lot of calls every day, in order to prevent throat accidents, water should be prepared at any time to moisten the throat and keep good sound effects at any time.

Etiquette for receiving visitors in the hotel lobby:

1. The front desk usually sits in the post. But when a guest comes, you should get up immediately and nod and smile at the guest. Hello, who are you looking for? Do you have an appointment? If you know who you are looking for and confirm that it is an appointment, please ask the visitor to wait a moment and contact 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 with standardized behavior. If you wait a long time and the person the visitor is looking for is still busy, take care of the visitor and explain that you shouldn't leave it there.

If the visitor doesn't take what he is looking for, let him go by himself, and the front desk should use standardized gestures to guide how to go, or take the visitor with him. The receptionist should coordinate the steps before the guests take two or three steps and let them go in. )

If the office of the person the visitor is looking for is open, knock at the door first and invite the visitor in after getting permission.

Don't directly answer whether the person you are looking for is in or not when the guest visits without an appointment. But tell the other person: let me see if he is here. At the same time, politely ask the other person's purpose:? May I ask what you want with him? If the other person doesn't give you a name, be sure to ask, and try to judge whether you can see your colleagues from the guest's answer. If the person the guest is looking for is a company leader, it should be handled with more caution.

6. If you know that there are guests visiting in advance, you need to clean the door in advance to meet the guests and prepare tea sets and drinks. You can also prepare fruits, sugar, coffee, etc. It depends on the specific situation. When the guests arrive at the appointed time, they should go out to meet them in advance.

7. Guests should be warmly received when they come to the company. Company personnel should dress neatly and stand upright.

8. Ask the guests to sit down, and then send water, tea, fruit, etc. And be sure to send it with both hands.

Courtesy of seeing guests off at the front desk:

1. When the guests indicate that they want to leave, they can stay politely, hoping that they will stay for a while, but they should respect their wishes and not stay by force, so as not to delay their living arrangements.

After the guest asks to leave, wait for him to get up and send him away. When the guest asked to leave, he couldn't wait to stand up and make a farewell gesture. When seeing the guests off, send them to the door and say? Goodbye? . Treat elders and frail old people, help them get on the bus and go downstairs as needed, and then say goodbye to them. Don't just say goodbye to the guests and turn around and come in at once. What's more, the guest just stepped out of the threshold, just? Bang? Slam the door. These are very rude.

When guests leave, if they are busy with work and can't see them off, they should explain to them and apologize. When a guest says goodbye, no matter how many reasons, it is impolite to say nothing or nothing.

Internal etiquette in front office and front desk

1. Want to go or go out? The particularity of the receptionist's work determines that she can't leave her seat for too long, usually not more than 10 minutes. If you need to go out for special reasons, you should first find an agent and explain how to answer the phone.

2. strictly observe working hours? The receptionist should strictly follow the schedule of work and rest. Normally, it should be 5? /kloc-arrive at work in 0/0 minutes, and leave work in the afternoon will be delayed by 5? 10 minutes.

3. chat? We should distinguish between small talk and conversation. The front desk staff should try their best to avoid the long-term busy line of personal telephone. Should not appear at the front desk to chat with other colleagues.

Example of service specification:

1. Start reception: When the guests arrive, look at them with a smile and eyes, get up immediately, and take the initiative to say hello happily. Hello, sir/madam, what can I do for you? What do you want to consult? If you find a tourist looking for the reception desk, should you guide him or her? Hello, sir/madam, what can I do for you?

2. Example of direction guidance: Use the palm of your hand to gather your fingers and guide a place. Don't show the back of your hand or bend your wrist (don't guide with your fingers).

3. Example of walking etiquette: When you follow the guests, walk behind them. 3 steps; When you guide the guests, walk in front of the tourists. Three steps.

Example of complaint handling:

1. When you encounter a complaint, from the customer's point of view, you should first listen sincerely and patiently, make proper records, and show sympathy while listening, so as to be consistent with the complainant emotionally and psychologically. Never explain before you hear it, it will easily arouse the resentment of the complainant. Take different treatment methods according to different guests, and pay attention to the change and choice of location.

After listening carefully, the person in charge of reception must show his attitude immediately. The first gesture is to express heartfelt thanks to the complainants and treat their complaints as love for our company, which is a good opportunity for our company to correct its mistakes. ? Thank you very much for your valuable advice. Welcome to continue to pay attention to our school?

3. If the parents' complaints are reasonable, they should immediately show their handling attitude and get in touch with relevant departments or personnel immediately. If it is an attitude (service) problem, apologize immediately, and it is best to let the parties apologize themselves. Never play football if it is impossible to deal with the problem immediately. You should assure the complainant that you will be responsible for future communication and contact.

4. When a conflict occurs, it is important to communicate with it in a calm way, and investigate the root cause, such as checking whether the information fed back by the complainant is true or not, and asking relevant personnel to implement corrective measures. The correction results should be fed back to the complainant, and don't interrupt until the conflict between the two parties is resolved satisfactorily.

5. Listen carefully, put yourself in the customer's shoes, be responsive and efficient, maintain professional enthusiasm and perseverance, and resolutely and politely refuse unreasonable demands. Once a complaint occurs, the handler represents the company, not the individual, so we must pay attention to maintaining the reputation and image of the company.

When necessary, remedial measures can also be taken according to the following procedures:

1. apologize? The first and most important step is to sincerely apologize to the guest and tell him that there is a special person in charge of the problem and solution in the company.

2. retell? When the customer describes it to you, repeat the question and make sure you understand what the customer means. Then tell and show that you will try your best to solve the complaint immediately. ? You mean * * * problem? I see. I'll deal with it for you right away and let you know the result. ?

3. sympathy? Make sure you have clear communication with the complainant and let them know that you understand their feelings.

4. compensation? Not only should you tell the complainant that you will solve the complaint quickly, but you should also tell and show the customer that you will settle with them in a special way.

Then follow up to find out whether the customer is satisfied now. For the existing deficiencies, corrective measures should be formulated as soon as possible.