What should a hotel receptionist do?

The receptionist will wear professional clothes during work. The specific etiquette requirements are shown in the following table.

Table of Instrument Requirements for Receptionist

Overall requirements: Suitability: clothing and decoration should be suitable for appearance, figure, age and personal temperament, and should conform to and show intrinsic quality

2. Integrity: the decoration of each part should be coordinated with the whole

3. Moderation: it should be natural and moderate in terms of decoration degree, number of ornaments and decoration skills. Grasp the sense of proportion

Men's

Dress

Requirements 1. Suit: The style should be simple and monochrome, the length of trousers should just touch the upper, and attention should be paid to matching with other accessories

2. Tie: the color must be coordinated with the suit and shirt, clean, flat and not wrinkled; The length is appropriate, the tip of a good tie should touch the belt buckle, and the width of the tie should be in harmony with the width of the lapel of the suit

3. Shirts: collar type, texture and style should be coordinated with the coat and tie, and the neckline and cuffs should be clean

4. Shoes: it is best to wear black or dark brown leather shoes, and pay attention to keeping the shoes bright and clean

5. Socks: rather long than short, so as to sit down. The color of socks should be coordinated with the suit, and the dark color is better.

Ladies

Dress

Requirements 1. Keep the clothes flat and wear professional clothes with good texture, but not too gorgeous.

2. The color of socks should be coordinated, and it is better to be transparent and approximate to the skin color or to match the clothes properly.

The accessories should be moderate, and the same color system should be selected as far as possible. Pay attention to the coordination with the overall clothing

4. Avoid wearing tight-fitting and exposed clothing, such as shorts, vests, miniskirts, tights, jeans (clothes and trousers) and slippers (including fashion sandals).

(2) Grooming

Neat grooming and proper grooming can show one's self-cultivation and self-confidence in work. The specific etiquette requirements are as follows.

Front desk receptionist's appearance requirements form

Overall requirements are generous and neat, and occupation

Other details are required. 1. Hair should be carefully combed, washed and tidied up, without dandruff

2. Nails should be cut frequently, without leaving long hair and dirt

3. Those with severe body odor should find ways to remove the smell, and the smell of perfume should not be strong

4.

① Standing posture requirements

Standing posture requirements table

Correct standing posture and wrong standing posture

Head straight, neck straight, chin closed, chin bowed, mouth open

Chest out, shoulders flat, slightly backward, so that the upper body is natural and straight, and the upper body muscles are slightly relaxed, including chest, shoulders and hunchback

. Abdominal contraction can make the chest protrude and the buttocks lift, and at the same time, the thigh muscles will feel tense, which will give people a sense of strength. Abdomen will relax and belly will protrude

The buttocks will be slightly raised

The legs are straight, the knees touch and the heels are slightly separated. For men, the legs are open and shoulder width; When standing for a long time, you can support your legs with one leg, and push them slightly to bend your legs. The distance between your legs is too large, and your body's center of gravity crosses between your legs and the front of your feet. Stand up straight, shrug your shoulders and lean against the object. Your arms naturally droop, your hands hang down to your side, or your right hand is placed on your left hand, and you can put your hands on your chest or put your hands in your trouser pockets.

Look straight ahead. When talking, you should face each other and keep a certain distance. You should be lazy and listless.

② Sitting posture requirements

Correct sitting posture and wrong sitting posture

Before sitting down, you should gently pull the chair, press your right leg against the back of the chair, and gently pull it out with your right hand. Don't turn it out loudly. Don't sit too fast or too slow, too heavy or too light. You should be generous, natural, supercilious, gently sit down and pull out the chair, or pull out the chair, making a harsh sound, or sitting on it with your ass down, giving people the impression of being unstable and vulgar

After sitting down, your body is upright, don't lean forward or lean back, and your shoulders should be flush, hunched, chest-ridden, shrugged and back bent

Two-thirds of the chair is full. Don't just sit on one side or sink into the chair, or sit on the chair with the chair full.

Legs and knees are close together, and your feet naturally touch the ground. Generally, don't cross your legs. The inside of your ankles are close to each other, and your feet are forked or splayed about 1cm between them. Cross your feet; The toes are tilted; Half-off shoes; Rub your feet on the ground; Cross your legs; Shake your legs frequently

Relax your shoulders and let your hands droop naturally. Hold them on your knees with your fingers together, or put one hand on the sofa or chair, help dry your hands and put the other hand on your knees to do things, such as hair, ornaments, fingers, rings, etc. or dance

When sitting and talking with others, your eyes should look straight at each other, but the time should not be too long or too short; You can also use gestures, but don't overdo it or move too much. Head and body are too downward

③ walking posture requires

walking posture requires table

walking posture is correct, walking posture is wrong

The speed is moderate, and several people walk together, trying to keep pace. The speed is too fast or too slow

The head is straight, the eyes are straight ahead, the face is bright, the head is bent, the neck is crooked, the eyes are left and right, and the eyes are staring at others. The upper body swings too much, including the chest

and the arms are tightened. Naturally, it swings back and forth. The front swing is slightly folded inward by 35 degrees, and the back swing is about 15 degrees. The arms swing too much or don't move

The body center of gravity is in front of the soles of the feet, and the legs follow in a straight line. The toes deviate from the center line by about 1 degrees, and the arms are twisted too much, and the legs stand out

The steps should be steady and generous, and the powerful steps should be heavy and dragging

When going up and down the stairs, the honorable person and the lady should be allowed to walk or occupy the road when many people walk first; Smoking, eating, whistling, tidying clothes, etc. while walking

④ Gesture etiquette requirements

Gesture etiquette requirements table

Detailed description of gestures etiquette requirements

The upper bound of a moderate gesture should not exceed the line of sight of the other person, the lower bound should not be lower than his chest area, and the range of swinging from side to side should not be too wide, and it should be carried out on the person's chest or right side. In general, the amplitude of gestures should not be too large, and the number of times should not be too much or repeated.

Natural and friendly, use more gentle gestures, and less blunt straight gestures, so as to close the psychological distance

Avoid bad gestures. 1. When talking to people, don't use your finger on your nose, but press your palm on your chest

2. When talking about others, don't point at others, and even avoid rude gestures such as pointing at people behind their backs

3. Avoid pointing fingers when talking. Excessive gestures and excessive amplitude

4. Don't scratch your hair, play with ornaments, pick your nose, pick your teeth, lift your wrist to look at your watch, pull your sleeves when you are happy, etc.

When giving directions and introductions to the guests, your fingers will naturally come together, your palms will point at the target with your elbow as the axis, and your eyes will look at the target at the same time

⑤ Handover items are required

Use.

table of etiquette requirements for handing over articles

When handing over articles, you must show your respect to the other party. For example, when handing over purchased articles, you should put the front of the articles (where you can see and explain them) up

When picking up articles, you should lean forward one step, catch them with both hands, and show your gratitude

Article 4 Language etiquette

When talking with guests, you should first keep standing upright without any small movements.

Facing the guests, the expression is natural and generous, and the attitude is cordial and sincere.

Speak clearly and easily, and pay attention to pronunciation, intonation, speaking speed and sense of rhythm.

correctly mention the guest's name and add address forms such as Mr., Ms. and Ms. after it.

If you want to cough or sneeze during the conversation, you should say sorry first, then turn to the lower side, and cover it with a towel as much as possible.

Article 5 Greeting Etiquette

When guests visit, they should be greeted immediately. It should be recognized that most of the visiting guests are important to the company, and they should show warm, friendly and willing to provide services. If you are typing, you should stop immediately, even if you are on the phone, you should nod to the visitors, but you don't have to stand up to greet them or shake hands with them.

Take the initiative to greet guests warmly: When greeting, you should nod gently and smile. If you are a guest you already know, the address should be more cordial.

reception of strangers: when strangers come, be sure to ask their names and the names of companies or units. You can usually ask: May I have your name, please? Excuse me, which company are you? Ask about your purpose before registering and guiding.

Article 6 Reception Etiquette

Upon the arrival of the guests, the interviewees should be informed immediately. If necessary, the receptionist should use correct guidance methods and postures.

Guidance specification table

Detailed description of guidance method

Guidance method in corridor: The receptionist should coordinate with the pace before the guests take two or three steps, so that the guests can walk inside

Guidance method in stairs: when guiding the guests upstairs, the guests should walk in front and the receptionists should walk behind; if going downstairs, there should be a receptionist walking in front and the guests behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.

When guiding the cardholder to take the elevator, the receptionist should enter the elevator first, and then close the elevator door after the guests enter. When arriving, the receptionist should press the "open" button to let the guests get out of the elevator first.

Guidance method in the living room: When the guests enter the living room, the receptionist gives instructions by hand, the guests sit down, and only after seeing the guests sit down can they leave with a nod. If the guest takes the wrong seat, please ask the guest to take the upper seat (half of the party near the door is the next seat)

When the guest arrives, if the person in charge of our company can't meet him immediately for various reasons, we must explain the waiting reason and waiting time to the guest. If the guest is willing to wait, we should provide tea and magazines to the guest, and if possible, we should always change drinks for the guest.

when the person in charge the guest is looking for is not available, tell the other party clearly where the person in charge has gone and when he will return to his unit. Please leave your phone number and address, and make it clear whether a guest will come to the company again or our responsible person will go to the other company.

reception of uninvited guests: when a guest visits without an appointment, don't directly answer whether the person he is looking for is there or not. Instead, tell the other person, "Let me see if he is there." At the same time, he asked the other party's purpose tactfully: "What do you want with him?" If the other party doesn't give his name, he must ask, and try to judge whether he can meet his colleagues from the guest's answer. If the guests are looking for the leader of the company, they should be more cautious.

(5) When guests leave the company, they should take the initiative to say hello and hope to come again next time.

Telephone etiquette

Telephone calls should leave a polite, warm, enthusiastic and efficient corporate image for callers, so the receptionist should follow the following etiquette requirements when answering and making phone calls: never smoke, drink tea or eat snacks when answering the phone, but keep a correct posture, and colleagues should speak clearly and have a kind voice, as if the other party is in front of them.

etiquette for answering the phone

Answer the phone quickly and accurately

When you hear the ringing of the phone, you should pick up the receiver accurately and quickly, preferably within 3 times, and don't let the ringing ring more than 5 times. The phone rings for about 3 seconds. If no one answers the phone for a long time, or it is impolite to let the other person wait, the other person will be very impatient while waiting, which will leave a bad impression on him.

Even if you are far away on the phone, you should pick up the receiver as quickly as possible after hearing the ringing of the phone. This attitude is what everyone should have. If the phone rings five times before picking up the receiver, you should apologize to the other party. If the phone rings for a long time and only answers the phone with a "hello", the other party will be very dissatisfied and will leave a bad impression on the other party.

Answer the phone with joy.

Pick up the phone and announce yourself in a friendly and beautiful voice. "Hello, this is the front desk of the company." When asking, you should pay attention to asking politely at an appropriate time according to the other party's reaction.

you must not say "he is not in", "wrong number", "there is no such person" or "I don't know" in a blunt tone. The telephone language should be civilized and polite, the attitude should be warm, modest and sincere, the tone should be calm and the volume should be moderate.

Know the purpose of the call

Almost all calls made during office hours are related to work. Every call in the company is very important and cannot be perfunctory. Even if the person you are looking for is not in, don't just say "not in" and hang up the phone.

transfer calls

different callers may request to transfer to some people. Any call for managers or leaders must first be transferred to the relevant secretary or assistant, so as to ensure that managers or leaders are not disturbed by unimportant calls.

If the line of the person you want to call is busy, ask the caller if he is willing to wait. If yes, ask him to "wait". If no, ask him why he is calling, whether he can give a message, etc.

If the person you want to call is temporarily out of the office, you should explain the situation to the caller and ask him the reason of the call and whether he can tell him, so as not to delay things and win the favor of the other party.

carefully and clearly record

When answering the phone, the front desk staff should record the contents of the phone at any time. These records should be concise and complete, and it is best to have the following six contents: when, Who, Where, What, Why and How.

repeat the main points of incoming calls

don't forget to repeat the main points of incoming calls before answering the phone, so as to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, we should check and proofread the meeting time, place, contact number, area number and other information to avoid mistakes as much as possible.

Be polite before you hang up

When the telephone conversation is over, try to let the other party finish the conversation first, then say goodbye to each other politely, and then hang up after saying goodbye. Don't just hang up after you finish.

if you really need to finish it yourself, you should explain and apologize. After the call, you should wait for the other party to put down the phone, and then gently put down the phone to show respect.

When you are on a phone call and meet a guest visiting, in principle, you should entertain the guest first. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait a moment and then continue the call.

phone etiquette

it is forbidden to answer or make personal calls during working hours.

pay attention to the following requirements when calling for work.

draw up the call points. The front desk staff should prepare the content of the call before making a call, and if they are afraid of missing it, they can draw up the call outline.