Are there detailed working standards and procedures for reception at the front desk?

(1) telephone answering

1. When you hear the bell, answer at least at the third bell.

2. Greet after answering the phone and report the company name.

3. Listen carefully and record the main points when the other person tells, and quickly judge what he needs.

When you judge that you can't handle an unspecified call, immediately transfer the call to someone who can handle it.

5. The call should be short and to the point, and the line should not be busy for a long time. ?

6. Say "thank you" at the end. Say goodbye politely and wait for the other person to hang up before putting down the receiver.

(2) Customer visit

1. The meeting room needs to be prepared in advance for customers to check. According to the number of people on both sides, put tea cups, table labels, promotional materials, flowers and fruits.

When customers or visitors enter the door, the front desk immediately gets up to receive them and sends greetings.

3. After the customer is seated, add tea. And keep adding tea every 10- 15 minutes.

4. Temporary visit, telephone contact company related personnel, ask whether to receive. During reception, guests should be guided to the reception site.

When customers leave, they should smile and say goodbye.

(3) control the reception supplies

1. Count the number of all kinds of reception supplies on the last day of each month, and count the usage of the month.

2. When the supply of flowers, fruits, tea and mineral water is insufficient, the President should be informed in advance to buy them. When there is a shortage of promotional materials, you must inform the brand group of the marketing department in advance to buy them.

(4) Office management

1. Turn off the office air conditioner, computer, lighting and lock the doors and windows after work every day;

2. Fill in the work handover form after work, and record the important matters and unfinished matters. Put this table on the desk;

3. After the guests leave the meeting room, notify the cleaning staff to clean up in time;

4. Keep all kinds of keys properly, and lock important data into the cabinet;

5. Conference room key, office key, projector switch, etc. Should be properly kept to avoid loss.

Second,? Workflow:

(1) morning shift

1. Check your gfd according to the hotel regulations, be full of energy and go to work on time.

4. Sign and read the log book, check the keys according to the work requirements, and hand over to the previous staff to find out what work we need to help solve, as well as the room reservation on that day, especially the ⅵ P guests.

3. The staff at the counter should first clean up the countertop and supplement the necessary items such as check-in registration card and room card.

4. Check-in formalities for individuals and groups.

5. Print an OC form and check out after noon 12.

6. Assist the Reservation Department to accept personal reservations from guests under the available room number, fill in the reservation form and hand it over to the Reservation Department for input into the computer.

Once, follow the discount or transfer, fill in the discount form or transfer the bill to the cashier, and then modify the computer data. For rooms that leave after the check-out time, you must fill in the receipt of miscellaneous fees to the cashier to pay the extra rent.

⒏ During the duty, unfinished work or special matters should be recorded in the log.

Pet-name ruby check the key, and succession.

(2) Middle school classes

1. Check your gfd according to the hotel regulations, be full of energy and go to work on time.

4. Sign and read the log book, check the keys according to the work requirements, and hand over to the previous staff to find out what work we need to help solve, as well as the room reservation on that day, especially the ⅵ P guests.

3. Assist the guest to check out, fill in miscellaneous receipts and increase the rent from the cashier when necessary, and strictly implement the late check-out surcharge system.

4. Go through the check-out procedures for individual guests and groups, strictly implement the check-in system of valid certificates, carefully check the guest registration information, and do a good job of reimbursement.

5. Print the "account declaration form" and report it to the account.

6. During the shift change, unfinished work or special matters should be recorded in the log.

7. Check the key, and succession with the successor.

(3) Night shift

1. Check your gfd according to the hotel regulations, be full of energy and go to work on time.

4. Sign and read the log book, check the keys according to the work requirements, and hand over to the previous staff to find out what work we need to help solve, as well as the room reservation on that day, especially the ⅵ P guests.

3. Receive guests in the evening, deal with problems in the evening, and notify the superior supervisor and the manager on duty as soon as possible in case of emergency.

4. Check the key before the day cut, print the "rent analysis statistics" and check the report, and notify the night check on the day cut.

5. Print and make business reports according to the specified time, and arrange and bind them.

6. It's the same as 8 o'clock in the morning shift.

7. Sign for the keys of each department.

8. Print the remaining reports according to the specified time.

Pet-name ruby check the key, and succession.

Extended data:

Responsibilities of the receptionist:

1, answer the phone, receive the fax, transfer the phone or record the information as required to ensure timely and accurate.

2. Do a good job in the reception, registration and guidance of visiting guests, and notify the interviewees in time. Irrelevant personnel, door-to-door sales promotion and unreasonable troubles should be turned away.

3. Keep the company clean and healthy, and show the good image of the company.

4. Supervise the daily attendance of employees.

5. Be responsible for the company's express delivery, letters and parcels.

6, responsible for the inventory of office supplies, completes the registration and filing. And register the collection, distribution and warehousing of office supplies.

7. Check the material inventory irregularly, and do a good job in logistics support in time.

8. Be responsible for the monthly attendance statistics of company employees and the filing of attendance data.

9, responsible for the use and management of copying, fax and printing equipment, reasonable use, reduce material consumption.

10, responsible for sorting, classifying and keeping the commonly used forms of the company, and supplementing them according to the actual use.

1 1, make preparations before the meeting, make minutes of the meeting and sort out the contents after the meeting.

12, do a good job in material collection and file management.

13, assist the superior to complete the company's administrative affairs and daily affairs in the department.

14. Assist the superior in housekeeping and safety management, and provide timely and effective administrative services for other departments.

15. Assist the director to coordinate all departments of the company and actively complete the temporary affairs assigned by superiors.

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