Traditional Culture Encyclopedia - Hotel franchise - Front desk reception in a five-star hotel-how many people? Separate responsibilities

Front desk reception in a five-star hotel-how many people? Separate responsibilities

Reception etiquette of front desk company

The front desk of the company is the face and business card of the company, so the front desk staff must master the reception etiquette of the company, which plays a very important role in shaping the image of the company. The company's reception etiquette at the front desk includes gfd standard, telephone reception etiquette and visitor reception etiquette.

First, the company's front desk appearance specification

Smiling and maintaining a cheerful attitude are conducive to creating a harmonious working atmosphere; Keeping the body clean and hygienic is not only the need of health, but also the performance of civilization, which is conducive to communication with people; Comb your hair neatly and keep your face clean; Male employees don't have long hair, and female employees don't wear heavy makeup; Keep your lips moist and your breath fresh when talking at close range; Hands are clean, nails are neatly trimmed, male employees do not leave long nails, and female employees do not wear bright nail polish; It is advisable to use fresh and elegant perfume.

Second, the telephone reception etiquette

The voice of answering the phone at the front desk should be neither urgent nor slow, and always keep a relaxed and happy tone. You shouldn't lose your temper, lose your temper or even swear with the caller on the phone. When answering the phone, always say such modest words as "I'm sorry", "I'm sorry" and "Please wait a moment".

Pick up the phone at the second and third rings. When answering the phone, you should first say "Hello, XXX (company name, abbreviated if the company name is long)" and avoid starting with "Hello". If you are late for some reason, you should say "Sorry to keep you waiting" to the caller. If you know the extension number or transfer to a specific name, you can politely say "please wait a moment" and transfer immediately.

If you want to transfer the call of the leader, the other party knows the name of the leader and doesn't know the extension number. You should politely ask who the other party is and which unit it belongs to. If it is an advertisement or a disguised advertisement, you should use polite excuses to block the call or transfer it to the relevant department for handling.

In view of the fact that the front desk receives a lot of calls every day, in order to prevent throat accidents, it is necessary to prepare water to moisten the throat at any time and maintain good sound effects at any time.

Third, the reception etiquette of visitors.

The front desk usually sits in the post. But when you meet a visitor, you should get up immediately, nod and smile at the visitor: "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 in a standardized manner. If you wait for a long time and the person the visitor is looking for is still busy, take care of the visitor and explain to him. Don't leave it there.

If the visitor doesn't pick up what he is looking for, let him go by himself. The front desk should use standardized gestures to guide how to get there or take tourists. If the office door of the person the visitor is looking for is open, you should knock at the door first, ask the visitor to enter after asking permission, pour the tea for the visitor, and then the front desk will return to its post. Of course, if there is only one receptionist, just give the visitors directions directly.

If the visitor knows who he is looking for, but doesn't make an appointment, the front desk should call to ask and tell the relevant colleagues or the assistant/secretary of the leader that it is not convenient for him to receive XXX's visit. Out of courtesy and convenience for visitors, even if the colleague or leader you are looking for answers the phone in person, you can ask again as someone else's answer. In this way, it sounds to the visitor that even if the other end of the phone does not allow reception, it is not directly rejected by the person he is looking for, leaving room for the next step.

For example:

If the guest arrives at the door, you can say: Hello is always X! Long time no see. Who are you looking for? You can say you have some tea first, and I'll inform you.

If the person he is looking for is not in, you can say to him: Sorry, he is not in. When will he come back? Do you want to wait or make an appointment for another time?

If he says it's urgent, you can say that our company XX is also in charge of this project. I can introduce you to talk to him.