Hotel reception work content [What is the common sense of reception etiquette at the hotel reception desk]

The front desk staff is the vanguard of the hotel, and is often the first employee that hotel guests come into contact with. Therefore, the front desk staff are always vigilant in terms of gfd and politeness, and their every move represents the image and reputation of the hotel. The following is the content of the common sense article of hotel reception etiquette that I collected for you.

Etiquette specification for reception service at hotel front desk

1, image etiquette standard

Polite hospitality and warm service are not enough. Hotel receptionists should also pay attention to their own image etiquette norms. Men's hair should not be too long, greasy and scalp. Ladies' hair should be washed and tied, and exaggerated hair accessories should not be worn. Only use light and generous hair accessories, and don't cover your eyes or face with your hair.

Facial modification: men should not grow beards, their faces should be fresh and pleasant, and their breath should be fresh. Ladies should wear light makeup, but not too much rouge and gouache. They should just do a little grooming, brush their eyebrows and apply lipstick and rouge lightly.

Body modification: don't grow nails, ladies can't wear bright nail polish; Take a bath often, don't smell, and don't wear too much perfume.

2, manners and etiquette norms

Is the receptionist from the hotel? Image spokesperson? Or a hotel? Facade Therefore, the receptionist is required to sit, stand, walk and walk naturally and maintain a good mental outlook.

The receptionist should pay attention to your standing posture, sitting posture, body language, eyes and smile at work; At work, always with a natural smile, showing an amiable attitude, can make guests feel easy to approach. Don't make small gestures, cover your mouth when yawning, and don't scratch your nose, dig your ears, pick your teeth and other indecent actions.

Don't show laziness, stand upright, don't shake your body, don't stand against walls and cabinets or squat on the ground, don't tilt your head and don't make faces. Use the right words, don't offend the 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. Always smile.

3, reception etiquette norms

When the guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show their professional training, competence and ability to serve the guests.

For the guest's consultation, listen carefully before answering. Be patient when answering questions, and apologize if you are not allowed to answer them? Excuse me, please wait a moment. Can I ask for you? After asking, give feedback to the guests.

Telephone etiquette of hotel front desk reception

1, commodity preparation

At ordinary times, when we are at work, we should prepare a pen and paper beside the phone to record the contents of the customer's phone.

2. Holding a microphone in your left hand

Most people are used to picking up the receiver with their right hand, but in the process of telephone communication with customers, it is often necessary to make necessary written records. When writing, the microphone is usually clamped on the shoulder, so that the mobile phone can easily fall off and make a harsh sound, which brings discomfort to customers.

In order to eliminate this bad phenomenon, we should advocate holding the receiver with the left hand and writing or manipulating the computer with the right hand, so that we can communicate with customers easily.

Step 3: Answer time

Answer the phone within three rings. If you are delayed in answering the phone, you should apologize to the customer first.

4. Keep the right posture.

You should always keep the correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the abdomen is oppressed, it is easy to cause the voice of the abdomen not to come out; Most people talk with their chests, which makes them thirsty. If you use the voice of Dantian, it can make the voice magnetic without hurting your throat.

So keep sitting posture, especially don't lie on the edge of the table, which can make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel your pleasure.

5, repeat the phone content

Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, check and proofread the meeting time, place, contact number, area code and other information to avoid mistakes.

6. thank you

Finally, it is basic courtesy to thank customers. The caller is a guest and respects the customer. Don't think that you can ignore it without directly facing the telephone customer. Also, remember to ask the customer to hang up after the call, and then we will hang up.

Hotel reception etiquette taboo

1, sit and greet guests.

At present, in order to sympathize with their employees, many hotels change the front desk standing service to leisure sitting service to serve their guests. That is to say, when guests come to the front desk, they stand up about 2 meters away from the front desk, greet them and signal them to do it, and then the receptionist sits down to handle the relevant formalities for them! However, since the change to sitting service, it has been found that many hotel receptionists are too lazy to stand up when guests come, just sitting in their seats and greeting guests and then directly handling business, which should be resolutely put an end to.

This is a reflection of service consciousness. The style of the hotel is humanized, but the guests don't feel respected, so the receptionist should remember that even if you are a hotel-style sitting service, the guests should stand up and say hello to them when they are about to walk to the front desk. Secondly, when sitting, they should keep an elegant sitting posture, and never lie on the back of the chair or make some other movements.

2. No smile

Smiling is the most basic action of human beings. For the service industry, smiling service is very important. Smile service means that the waiter provides services for the guests with a sincere smile; At the same time, it also reflects the beautiful mind and noble sentiment of a waiter.

Smile service is not just a smile on your face, but a sincere service to customers. Imagine if a shop assistant just smiles blindly and knows nothing about the inner thoughts and demands of customers. What's the use of this kind of smile? Therefore, smile service, the most important thing is to treat customers as relatives and friends emotionally, be happy and sad with them, and be intimate friends of customers.

3. Avoid boredom

Sometimes individual customers will lose their temper or say something exciting because of fatigue or mistakes in our work, but the receptionist must not show impatience because of the impoliteness of customers. On the contrary, we should make our guests aware of their rudeness through positive and enthusiastic service.

Conclusion: The service quality of the hotel has certain influence on the hotel. Only good service can win the trust and return rate of guests, and some service etiquette at the front desk of the hotel is also necessary.