What do you need to pay attention to in front desk reception _ Matters needing attention in front desk reception

Front desk reception is one of the positions in modern enterprises, which is usually mainly responsible for customer visit and registration, telephone transfer and other affairs. So, what should the receptionist pay attention to? Let's look at Bian Xiao to answer your question.

Precautions for reception at the front desk 1. Friendly attitude in providing services.

Visiting guests is very important to the company. The reception must be friendly and enthusiastic and willing to provide services.

If you are typing, you should stop immediately. Even if you are on the phone, you should smile and nod at the visitors, but you don't need to get up immediately to meet them or shake hands with them.

You should nod and smile when greeting guests. It is more cordial to receive old customers.

When the guests leave, they should say goodbye solemnly. No matter how busy you are, don't forget to say goodbye at last. Calling each other's names will leave a good impression on them, so it is very important to remember the faces and names of visitors.

2. solemnly accept the other party's business card.

When you receive a business card, you must show your respect with both hands. After you receive it, don't send it away, don't leave it everywhere, and don't fold it in your hand to play with.

When you receive a business card, you should confirm the name of the other party and company listed on the business card. If you see a surname that is not easy to spell, don't read it casually, but be sure to ask the other person.

3. reception? Uninvited guests? Is the touchstone of education.

When a guest visits without an appointment, don't directly answer whether the person he is looking for is there. But tell the other person: I'll see if he's here. ? At the same time, politely ask the other person's purpose:? What do you want from 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.

When a stranger comes, be sure to ask his name and the name of the company or unit. You can usually ask: What's your name, please? Which company are you from?

Don't introduce visitors easily without the consent of your boss. Even if there are visitors who make an appointment in advance, they should inform their superiors first (by telephone or in person) and wait for instructions. If you don't have an appointment, even the guests you think the boss will meet are not allowed to be introduced without authorization.

4. Judge the identity and type of visitors.

To know in advance whether the boss is willing to receive any visitors at any time, or whether he likes it as the case may be, visitors can generally be divided into several categories:

(1) customers.

(2) Partners at work.

(3) Family members and relatives.

(4) personal friends.

(5) others.

Without an appointment, you can usually decide which one comes first in the above order.

If the visitor is very important, don't stop without permission.

5. Explain the reasons for refusing to meet and apologize.

If the boss is absent or can't be contacted for a while, he should explain the reasons to the important guests and say that he will take the initiative to contact or assist in arranging another appointment. If the other party agrees, ask the other party for its mailing address and contact time.

Don't fix your other appointment time without the boss's consent. You'd better tell the visitors: Can I call you back to confirm the appointment?

However, if you are a visitor who is unreasonable and intimidating your boss, you should flatly refuse to answer the phone.

6. Keep the tourists waiting and take care of them.

If you can't let go for a while, or your boss can't receive visitors for a while, you must take the initiative to say hello to the guests so as not to make them feel left out. If guests want to visit in advance, it is reasonable to ask them to wait.

Please sit down in the right place. Generally, some newspapers and magazines should be prepared in the reception room, and it is best to have publicity materials introducing the company's organization, history, purpose and service scope for visiting guests to read.

Guests should sit at a certain distance from your seat, so that when you leave your seat, the other party can't see the documents on your desk.

7. Introduce the guests who meet the boss for the first time.

Generally speaking, the visitor should be introduced to the boss first, but sometimes if the visitor is in a higher position, it is best to introduce the boss to the visitor first.

After the introduction, you will quit the boss's office unless the boss asks you to stay.

When the boss receives a visitor, if there is anything to contact or ask for instructions, he must hand a note. You can write things on a note and apologize to the guests when you enter the office. Sorry to bother you. ?

8. The guide should be pulled over and walk in front of the guests 1-2 steps away.

Pay attention to the steps of the guests when leading the way. It can be said: this way, please. ? Stop at the corner, signal the direction with your hand, and say to the guest, This way, please? When taking the elevator, let the guests get on and off first. Press the button to signal the guests first in first out:? Please get on the elevator. ? Please get off the elevator. ?

When opening and closing the door, be careful not to cross your hands or open the door behind your back. Open your hands with your left hand to the person on the right, and open your hands with your right hand to the person on the left. This will make your posture more elegant. If the door opens inward, you should go in first, hold the door with your hand, and then let it open after the guests come in. Before opening the door, you should say: Please come in. ?

9. Serve drinks

It is a tradition in China to treat guests with tea, but some guests come and go in a hurry or repeatedly declare that they don't want tea, so not all guests should be treated with drinks.

Tea is full of domineering? Tea and drinks should be 80% full, and drinks should be handed in both hands. Smile when delivering takeout? Your tea (coffee, drinks, etc.). )?

Many people don't like to drink a certain kind of drink, or have a habit of mixing drinks, so when preparing drinks, you should politely ask the guests what to drink first. For example:? Do you want coffee or tea? How do you like to make coffee?

10, making a visiting registration card.

When you go to work every day, you should check the list of visitors you met that day. If necessary, you should prepare the relevant information of the appointment in advance and make a card with name, position, company, visit date, audience, etc.

Front desk reception process, check-in procedures and precautions for individual travelers:

1. When the guest enters the hall and is two meters away from the main table, look at the guest, smile at the guest and say hello. Hello, sir/madam! Good morning/afternoon/evening? .

(1) If you answer the phone, just look at the guest and nod and smile to signal the guest to wait.

If you are dealing with the documents at hand, you should always pay attention to the arrival of guests.

2. Confirm whether the guest has made a reservation.

(1) If a guest has made a reservation, please wait a moment and check the reservation according to the name or company used by the guest when making the reservation.

(2) If the guest has no reservation and has a room available, he should introduce the type, price and location of the room that can be rented to the guest. Wait for the guests to choose and answer their questions. If there is no room available, you should apologize to the guest, introduce the situation of the nearby hotel to the guest and ask if you need help. We can help them contact.

(3) If the guest just asks, not checks in, be patient and answer the guest's questions and welcome the guest.

Check in

(1) Take the upper end of the accommodation registration form and the lower end of the pen and give it to the guests to fill in.

(2) Verify whether the witness cards are consistent, and scan and save the certificates.

(3) Check whether the accommodation registration form is complete. If there are any missing items or unknown information, they should be supplemented or supplemented according to the document requirements. If the guest has no valuables to deposit, please sign in the lower right corner of the registration form. And write down the license plate number.

(4) Confirm the payment method (debit card, credit card, cash, Alipay).

(5) Give the certificate and room card to the guest together, and remind the guest of the approximate location of the room where he lived for the first time.

(6) If there are large pieces of luggage, please ask the bellman to carry them.

(7) Notify the housekeeping department and the general computer room, and input the check-in information into the computer.

Remarks:

(1) when you check in, you should make it clear, especially the early morning specials, clock rates and subsequent rates.

② Membership cards and VIP cards are generally valid at the time of check-in, otherwise they are invalid. (The receptionist must indicate the reasons for modifying the house price, and make a table of changes in the house price).

(3) Write the names of several people on the registration form for opening the door. When you check in, you should ask the guests how many days they will stay, so that you can swipe your room card for a few days and collect a deposit for a few days. At the same time, the time on the computer should be consistent with this to facilitate the floor. Stick to the last name.

(4) The deposit sheet for guests living together shall be written separately, and the registration form shall also be written separately.

⑤ When guests check in, they should take the initiative to ask whether to keep a secret. For telephone inquiries, ask them if they want to transfer, and don't tell them the room number.

⑥ Guests or VIPs with birthdays should inform housekeeping department in time.

Reception team check-in procedures and matters needing attention

1. Preparation: (If a room needs two room cards, the room cards should be prepared one day in advance)

(1) Make an appointment 1-2 days in advance to ensure the team room.

(2) When more than two teams arrive at the store at the same time, the key team with high level should be arranged first, and then the team with more rooms should be arranged.

(3) The guests of the same team should be arranged as centrally as possible.

(4) When there is no room reservation, you can wait temporarily, but you should leave the room (one hour) before the guests arrive at the latest.

(5) The personnel on duty should know the names, contact numbers, units and special matters of each team leader. And do a good job of communication with the room service center and the sales department.

Greeting guests

(1) When the team arrives, check the group reservation status according to the guest information.

(2) According to the reservation information, check the number of people, rooms and whether to order food with the guests. After the content is correct, please ask its team leader to sign the bill. When it is necessary to add or subtract rooms under special circumstances, politely consult the team leader and ask him to sign, and then inform the room service center and cashier to make corresponding changes. And politely consult the tour leader's activity arrangement in order to provide services for the guests. For example, if you know the check-out time, the floor can organize human rounds to ensure that the check-out time will not delay the guests.

3. Fill in the form, verify and allocate the house

Please fill in the housing registration form. If the team is in suspense, everyone can fill in the form. The team leader will sign the form, count the number of room cards and distribute them to the team members.

4. Input the check-in information into the computer, and notify the housekeeping department, the general computer room and the team housing. The name and room number of the tour leader should be notified to the room center.

Remarks:

(1) Submit the team reservation form to the cashier for retention, especially the form indicating the checkout method.

② Check-in time, tea bar and long distance must be confirmed for the team list sent by the sales department, and the room service center should be informed 2 days in advance 1. The reservation of the sales department should be satisfied as far as possible (the sales department leaders have special preferential rights). The free room for the team is arranged in the annex building.

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