How to receive guests well?

Reception workflow, reception work actually looks very simple, but it is directly related to the impression of others on us, which is very important and a part that we can't ignore. Reception work must be standardized. Let's take a look at the reception workflow.

The process of reception work is 1 1, so we can know the situation. After receiving the reception task, first make clear the number of people, location, vehicle type (train number), flight arrival time, intention to come, possible stay time and the intention and requirements of our leaders in the reception.

2. Arrange accommodation. According to the learned situation, arrange the room with the management department in time, and urge the service personnel to do indoor hygiene and prepare cold and hot water; According to the established food standards, inform the management department and guest house in advance and arrange meals.

3. Docking station (machine). According to the train (flight) time of the guest's seat, meet at the station (airport) in advance, help the guest to do a good military salute and guide the guest out of the station.

4. Welcome. Wait in advance where the visitors are scheduled to arrive. When the guests arrive, they should greet them warmly, introduce themselves and guide them to the dormitory to wash and rest.

5. introduction After the guests are arranged, report to the relevant person in charge of the unit in time. When the leaders of both sides contact, if necessary, the receptionist should introduce the identity of our leader to the other side.

6. Grasp activities. Understand and ask for the activities and work arrangements of the superior leaders after their arrival, so as to know fairly well.

7. Prepare the venue. Inform relevant personnel of both parties in advance, and urge our service personnel to do a good job of protection.

8. Eat. Calculate the number of people to eat, and inform our catering staff in advance, and arrange the number of tables if necessary.

9. Arrange after-school activities. According to the guests' hobbies, consider and arrange the entertainment activities after school in advance.

10, book a return ticket. Know the departure date of the guests in advance and book the tickets.

1 1, send me. Prepare the vehicle in advance and inform the leader to see us off.

12, notify the pick-up unit. Inform the guests to meet at work in time.

13, do the finishing work. Settle accounts with relevant departments in time and let the guests go before things can be done.

Extended data

Problems that should be paid attention to in reception work.

1, the work must be very detailed. To do a good job in reception, you should be diligent in your mind, mouth and legs. You should think it over carefully and do it realistically. Many problems in reception often lie in the word "rough", so reception must be nuanced and must not be sloppy.

2, the attitude must be enthusiastic. No matter what the status of the visitors is, the size of the "brand" should be greeted with smiles and sent with smiles, so that visitors will feel at home as soon as they get started.

3. The reception should be targeted. Reception is a science, and there are many kinds of knowledge. The people who are received have different interests and hobbies, so they should be targeted, distinguish the situation and receive them in a targeted manner.

The process of reception work 2 How to do reception work well?

Determine the number of people to receive. When preparing for the reception, first determine the number of the other party, and then prepare the tea, seats and other materials for the reception.

Determine the arrival time, determine the arrival time of the other party, and the people who meet and guide, must be polite, enthusiastic and thoughtful.

The other party's position, know the other party's position, and make corresponding arrangements according to the other party's position in terms of reception specifications, seating arrangements and accompanying personnel.

Before the arrival of customers, we should thoroughly clean the environment of the unit and make the windows bright and clean. If the customer is very important, it is best to add some flowers and green plants to beautify it.

The image of employees, if the company has work clothes, it is best to be the same neat. If there is no work clothes, please explain first, wear clothes that meet the reception standards, and the front desk customer service and other personnel are best in dressing the.

Route, meeting in advance, employees of all departments know that it is best not to have external interference in the reception itinerary, and things can be handled in advance or later. The reception route should also be planned, and the vehicle arrangement and order should be coordinated.

Usually there will be a meeting after the reception. Will arrange the seats of leaders, prepare the materials and articles for the meeting in advance, debug the projector and computer first, ensure that there are no mistakes, tea, service personnel and other reception precautions, and do a good job in training in advance.

If the other party travels for more than one day, it is necessary to make arrangements for catering and accommodation in advance, and report the hospitality plan and budget to the leader in advance.

Matters needing attention

Reception work is to change and adjust according to the identity, number of people, nature of work, itinerary and affiliation of both parties.

Reception workflow. Office reception workflow specification

I. Purpose

"No small matter in diplomacy" and "No small matter in reception". As an important part of office work, reception is an important content to show the company's image and reflect the enterprise spirit and culture. In order to establish a good image of the company, expand the company's external contacts and exchanges, better display the corporate culture, and further standardize the reception work, the office reception work flow is specially stipulated.

Second, principles.

In line with the principle of "warm and polite, considerate service, strict economy and counterpart reception".

Third, management.

The office is the counterpart management department of the company's reception work, responsible for the arrangement and management of reception work, coordinating relevant departments to carry out reception tasks, and providing logistics services and guarantees.

Fourth, the reception process

1, overall work arrangement

After receiving the notice of the guest's visit, according to the arrangement of the company leader and the specific situation of the visiting guest's unit, position and purpose, the reception level can be temporarily divided into three levels: A, B and C. According to the reception level, the reception plan is drawn up, the relevant reception personnel are arranged in detail, and the preparations before reception are made.

Class A is the first-class reception standard, which is generally accompanied by the general manager to visit important guests;

Class B is a second-class reception standard, generally accompanied by company leaders such as deputy general manager;

Class C is a three-level reception standard. Generally, it is for the leaders or personnel of relevant counterpart departments to visit and do a good job of reception according to the requirements of the leaders.

2. Pick-up device

After receiving the notice of the guest's visit, the office should make arrangements for picking up the car one day before the guest's visit, determine the time and place of picking up the car and the contact information of the guest, do a good job in cleaning and safety inspection before the car leaves, and equip it with necessary supplies such as mineral water and wet wipes. The driver in charge of picking up the car must arrive at the pick-up place half an hour in advance. If the guest is visiting for the first time, print the pick-up sign if necessary.

3. Accommodation arrangements

According to the reception level, arrange a suitable check-in place, reserve rooms in advance, and confirm the check-in situation in advance when necessary, including requiring the front desk staff of the hotel to make room cards, open external telephone service, place reception supplies such as washing bags, tea, dried fruits and cigarettes, and allocate rooms for guests in advance.

4, publicity work arrangement

After receiving the notice of the guest's visit, collect relevant information according to the guest's situation and reception level, design and produce the company's publicity column and advertising machine welcome subtitles; After the guests visit, do a good job in following the tour and taking photos at the venue.

5, visit arrangements

After receiving the guest's visit notice, notify the relevant departments of the company in advance, and make preparations for the visit reception according to the reception level.

Before the guests come to visit the company, they need to inform the relevant leaders and receptionists in advance to meet them. During the visit, the reception staff will provide services, take photos and videos, and arrange the shuttle bus in time.

6. Meeting arrangements

The office should prepare relevant materials, such as flowers, fruits, tea, notebooks, paper, pens, etc. The day before the guests visit, print out the seat cards of the participants, prepare laptops, project welcome subtitles, and check the meeting room and surrounding sanitary environment.

At the beginning of the meeting, the office staff should add tea for the guests in time, and add water every 10- 15 minutes; If the same group of guests have a meeting for several days in a row, it is necessary to change the variety of fruit and clean the teacups and ashtrays in the meeting room.

Remarks: schematic diagram of the rostrum and seating arrangement for the meeting.

7. Dining arrangements

Arrange hotel meals in advance according to the level of receiving guests, notify the participants, determine the number of people to eat, order food in advance according to the guests' dietary tastes and whether there are any taboos, and prepare drinks, cigarettes, etc. , arrange vehicles and pick them up in time.

Remarks: The seating plan of banquet guests.

8. Activity arrangement

When the guests are in the company, if they need to accompany the guests to the surrounding areas according to the arrangement of the company leaders, the receptionist must determine the tour route in advance and arrange the tour guides, dining places and tourist vehicles. And prepare cameras, wet wipes, mineral water, umbrellas, etc. And arrange the whole tour and play activities according to the needs of the guests during the play.

9. Return arrangements

According to the guest's itinerary and needs, help the guest book the return air ticket or train ticket, prepare the gift, arrange the safe delivery of the vehicle to the departure place, and the receptionist do the follow-up work such as hotel check-out.

Verb (abbreviation of verb) reception etiquette

1, Instrument: clean face, well dressed.

2, manners: steady and dignified, calm and generous.

3. Speech: gentle tone, courtesy and elegance.

4. Attitude: sincere and enthusiastic, neither humble nor supercilious.

5. Receiving the business card: accept it respectfully with both hands, and put it into your pocket seriously after reading it.

6. Guidance: usually walk in front of the right of the guest, turn around from time to time on the left, and reach out at the corner in line with the guest's footsteps.

7. When entering the elevator: guide the guests in first and out first, and press the elevator in time.

Matters needing attention about intransitive verbs

Special attention should be paid to confidentiality when confidential matters and important meetings are involved in the reception process. The company should be properly introduced at the reception, and there are differences inside and outside. For occasions that are not suitable for taking pictures, we should explain them to tourists in a euphemistic manner.

Seven. abstract

After the reception work is completed, we should sum up the problems existing in the work in time, be good at finding the shortcomings in the work, dare to put forward the areas that need improvement in the work, strive to keep improving and contribute to the development of the company.