What are the reception etiquette at the front desk of the hotel?

As the receptionist of the company, you should have the following basic etiquette: the image requires the receptionist to be the "image spokesperson" or "facade" of the enterprise. Therefore, the receptionist is required to sit, stand, walk and walk naturally and maintain a good mental outlook. Welcome guests and colleagues to and from work (suitable for reception at the front desk of high-end office buildings). Every day before going to work 10 minutes, after leaving work 10 minutes, stand and smile at the commuters, pay attention and take the initiative to say hello. You should stand up and bow when guests visit. Smile, greet warmly and actively, and use polite expressions: "Hello, what can I do for you?" Listen to the guests' intentions patiently and actively help them according to their needs. For the guest's consultation, listen carefully before answering. Be patient when answering questions. If you can't answer accurately, you should apologize. "Sorry, just a moment, please. I'll ask for you." After asking, you should give feedback to the guests. After checking the visitors, guide them into the relevant area. Do a good job in the registration of visitors (according to company regulations). Foreign salespeople and disheveled people are not allowed to enter the office area. When answering the phone within three tones, you must use the standard reply words: "Hello, XX * * * * * Property" and "Hello, XX Center/Management Office"; After the caller reports the transfer number, politely say "please wait" and transfer immediately; If the transfer phone is busy or nobody answers, please say "Hello, sir/madam, the number you dialed is busy or nobody answers, please redial later"; If the other party requests to transfer others, please transfer them immediately; If the connection is not smooth, please answer: "Sorry to keep you waiting, I am transferring you"; Keep a pen and paper by the phone, take the initiative to provide message service, and be ready to record guests' requirements at any time to help solve problems. In particular, carefully record the names, telephone numbers, time, place, reasons and other important matters of the guests, and convey them to relevant departments and responsible persons in time. When answering complaints, we should pay more attention to the use of polite language, actively help customers solve difficulties and problems, and have a positive and kind attitude. Pass the customer's opinions to relevant departments and responsible persons in time or take the initiative to leave the customer's telephone number to help contact and actively find ways to solve the problem; If the other party has the wrong number, or doesn't know who to call, explain politely and enthusiastically and transfer the relevant personnel to the other party.