Reception etiquette at the front desk

The front desk reception can be said to be the face of a company and also people’s first impression of the company. So what should we pay attention to in reception etiquette at the front desk? Today I will provide you with some common sense about reception at the front desk. Front Desk Reception Etiquette 1

1. Grooming standards at the company's front desk

Smiling and maintaining a cheerful attitude are conducive to creating a harmonious and harmonious working atmosphere; hair is neatly combed and the face is kept clean ; Male employees should not have long hair, and female employees should not wear heavy makeup; keep the breath fresh and suitable for close conversations; keep hands clean, and have neatly trimmed nails. Male employees should not have long nails, and female employees should not apply bright nail polish; it is recommended to use A fresh, light fragrance.

2. Telephone Reception Etiquette

The receptionist should answer the phone in a calm and relaxed tone, and always maintain a relaxed and pleasant tone. Do not answer the phone on the phone. Neutralize the caller's temper, temper, and words.

When answering the phone, always say modest words such as "Excuse me", "Sorry", "Please wait".

Pick up the phone on the second or third ring.

When you answer the phone, first say "Hello, XXX (company name)". Avoid starting with "Hello". If you are late for any reason, say to the caller "I'm sorry for keeping you waiting." ".

3. Visitor reception etiquette

The receptionist usually sits at his post, but when a visitor comes, he should stand up immediately, nod and smile towards the visitor: "Hello, who are you looking for?", "Do you have an appointment?" After you know who you are looking for and confirm that it is an appointment, ask the visitor to wait and contact him immediately. If the person you are looking for is busy, you can He waited a moment and used standard demeanor to lead the visitors to their seats and pour water.

If you have been waiting for a long time and the person the visitor is looking for is still busy, you should pay attention to the visitor and explain to him, and do not remain there.

If the person the visitor is looking for is not picked up and is allowed to go there by himself, the front desk should use standardized gestures to guide the visitor, or lead the visitor there. If the person the visitor is looking for has the office door Even if it is open, you must knock on the door first and ask the visitor to enter after obtaining permission. After pouring tea for the visitor, the receptionist must return to his post.

Of course, if there is only one person at the front desk, just guide the visitors directly.

If the visitor knows who to look for but does not have an appointment, the front desk should call and ask if the senior high school colleague or leadership assistant, XX from XX unit is visiting. I don’t know if it is convenient to receive the visitor. Out of respect for the visitor It is polite and convenient to handle the refusal appropriately. Even if the colleague or leader you are looking for answers the call in person, it can be treated as a call answered by someone else and inquiring.

In this way, it sounds to the visitor that even if the other end of the phone does not agree to receive the call, it is not a direct rejection by the person he is looking for, leaving room for the next step. Front Desk Reception Etiquette Part 2

1. Preparation of items

When we usually work, we should prepare paper and pen next to the phone to facilitate recording the content of customer calls.

2. Hold the microphone with your left hand

Most people are accustomed to picking up the phone receiver with their right hand. However, during telephone communication with customers, it is often necessary to make necessary written records.

When writing, the microphone is usually clamped on the shoulder. In this way, the phone can easily fall out and make a harsh sound, causing discomfort to customers.

In order to eliminate this undesirable phenomenon, it is recommended to use the left hand to hold the receiver and the right hand to write or operate the computer, so that you can easily communicate with customers.

3. Answering time

Answer the phone within three rings. If something delays the time of answering the phone, you should first apologize to the customer when you receive the call.

4. Maintain a correct posture

You should always maintain a correct posture when answering the phone.

Under normal circumstances, when a person's body sinks slightly and the Dantian is compressed, it is easy to make the sound of the Dantian unable to come out; most people speak through the chest, which makes the mouth dry. If you use The sound of Dantian not only makes the sound magnetic, but also does not hurt the throat.

Therefore, maintain a sitting posture, especially do not lie on the edge of the table, so as to make the sound natural, smooth and beautiful.

In addition, smiling can also make the caller feel that you are happy.

5. Repeat the content of the call

Before answering the call, do not forget to repeat the key points of the call to prevent misunderstandings caused by recording errors or deviations and make the entire work more efficient. high.

For example, various information such as meeting time, location, contact number, area code, etc. should be checked and proofread to avoid errors as much as possible.

6. Thank you

Finally, thanking the customer is a basic courtesy. The visitor is the customer, and customers are the first thing to do. Don’t think that you don’t need to do it just because you don’t face the customer directly on the phone. Talk to them.

Also, remember to ask the customer to hang up the phone first, and then we hang up the phone. Front Desk Reception Etiquette Part 3

1. Image etiquette standards

Being polite and providing warm service are not enough. Hotel receptionists must also pay attention to their own image etiquette standards. Men’s hair should not be too long. , hair should not be greasy or scaly; women's hair should be neatly groomed, long hair should be tied up, no excessive hair accessories should be worn, only light and elegant hair accessories should be worn, and hair should not cover the eyes or face.

Facial modification: Men are not allowed to grow beards, their faces should be fresh and pleasant, and their breath should be fresh.

Ladies should wear light makeup when they are on duty, but they should not put on too much rouge and gouache. They should only make slight modifications, lightly sweep their eyebrows, lightly apply lipstick, and lightly apply rouge.

Body modification: Do not keep long nails, and ladies should not wear bright nail polish; you should bathe frequently, you should not have any peculiar smell on your body, and you should not spray too much perfume.

2. Standards of manners and etiquette

The hotel receptionist is the "image spokesperson" of the hotel or the "face" of the hotel.

Therefore, the receptionist is required to sit, stand, walk, and walk upright and naturally, and maintain a good mental outlook.

Reception staff should pay attention to your standing, sitting, body language, gaze and smile when working; when working, always wear a natural smile and show an amiable attitude, which can make you Guests feel approachable.

Don’t make any pretense. Cover your mouth when yawning. Do not scratch, pick your nose, pick your ears, pick your teeth or other indecent movements.

Do not show laziness, stand upright, do not sway your body, do not lean against walls or cabinets, squat on the ground, tilt your head or body, or make funny faces or make strange moves.

Use appropriate words, do not offend guests, and do not need to be flattery. Your voice should be gentle, not too loud or too soft, and you should clearly express what you want to say; always smile.

3. Reception etiquette standards

When guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show that they have received professional training and are competent and capable. Guest service.

For customer inquiries, you should listen carefully before answering.

Be patient when answering questions. If you cannot answer accurately, you should apologize "Sorry, please wait a moment, I will ask you a question." After asking, you should give feedback to the guest.