The process of reception work
The process of reception work, reception work is actually looks simple, but is directly related to others to us an impression, which is crucial, but also we can not ignore the part of the reception work must be standardized, the following to understand the process of reception work.
The process of reception 11, understand the situation. When the reception of the task, first of all, to find out the number of each other, the position, the type of car (car), flight arrival time, the intention to come, may stay in the time and our leadership in the reception of the intention and requirements.
2, the arrangement of accommodation. According to the understanding of the situation, timely and management together with the corresponding arrangements for the room, and supervise the service staff to improve indoor health, ready for hot and cold water, etc.; according to the identified food standards, notify the management and hospitality in advance, to arrange for a good meal.
3, pick up the station (plane). According to the time of the guest's ride (flight), go to the station (airport) in advance to meet, help the guests to take good gifts, and guide the guests out of the station to take the train.
4, meet. Prior to the scheduled arrival of people waiting for the location, the guests arrived, to warmly welcome, take the initiative to make self-introduction, and guide the guests to the dormitory wash and rest.
5, introduction. After the guest arrangements are ready, timely report to the head of the unit concerned, the two leaders in contact, if necessary, the receptionist to introduce each other to the identity of our leadership.
6, mastering the activities. Understanding and soliciting the superior leadership to come after the activities of the way and work arrangements, to do a good job.
7, ready for the event. Prior notification of the two sides of the relevant personnel, urging our service personnel to do a good job of protection.
8, dining. Calculate the number of people who will eat, and notify us in advance of the accompanying personnel, if necessary, to arrange a good table and sitting.
9. Arrange after-school activities. According to the interests of the guests, consider in advance to arrange a good after-school recreational activities.
10, booking return tickets. Know the date of departure of the guests in advance, book a good ticket.
11, send off. Prepare the vehicle in advance, notify our leaders to send off.
12, notify the receiving unit. Timely notification of guests to the unit to meet.
13, do a good job of closing. Timely settlement of accounts with the relevant departments, so that the guests sent away, things are done.
Extended information
Do a good job of reception should pay attention to the problem
1, the work must be very fine. Do a good job of reception work to brain hard, mouth hard, leg hard, to think very carefully, do very real. Reception in many problems are often out of a "coarse" word, so the reception must be fine and fine, can not be rough.
2, the attitude must be enthusiastic. Regardless of the visitor's status, "brand" size, must be greeted with a smile, and send a happy face, so that visitors have to start three warm, as if the "guests as home" feeling.
3, reception should be targeted. Reception is a science, there is a lot of learning, being received by different interests, hobbies are different, to be targeted, differentiated, targeted to engage in reception.
How to do a good job of reception?
Determine the number of people to receive, do the preparatory work for the reception, first determine the number of each other, and then to prepare for the hospitality of the tea, seat and other materials
Determine the time of arrival, to determine the time of the other side of the arrival, as well as to meet the personnel, the guide to the staff, be sure to do a courteous and enthusiastic
The other side of the job, to understand each other's position, to the specifications of the reception, the seat, and other supplies. There is no overalls should also be accounted for first, dressed in line with the reception standards, front desk customer service staff such as the best uniform clothing
Route, meeting in advance, the staff of all departments know that the reception of the best trip without external interference, there are things that can be dealt with ahead of time or pushed back, the reception of the route should be planned, vehicle arrangements, order and other aspects of the coordination of the good
Venue layout, the reception of the general rear will be There is a meeting, the leadership of the seating arrangements, meeting information items prepared in advance, projectors, computers, etc. first debugging to ensure that there are no errors, tea, service personnel, etc., as well as the reception of the notes, do a good job of training in advance
If the other side of the trip is more than one day, catering and lodging arrangements are booked in advance, the hospitality program and the budget to report to the leadership in advance
< strong> I. Purpose
"Diplomacy is no small matter", "reception is no small matter", reception, as an important part of the office work, is to show the company's image, reflecting the spirit of enterprise, an important element of corporate culture, in order to establish a good image of the company. As an important part of the office work, the reception is an important part of the company's image, reflecting the spirit of enterprise, corporate culture, in order to establish a good image of the company, expanding the company's external contacts and exchanges, and better display of corporate culture, in order to further standardize the reception work, the reception of the Office of the workflow to make the standard.
Second, the principle
The principle of "warm and courteous, considerate, frugal, counterpart reception".
Three, management
Office for the company's reception of the management of the counterpart, responsible for the reception of the arrangements and management, coordination of the relevant departments to implement the task of reception, to provide logistical services and security.
Fourth, the reception process
1, the overall work of the arrangement
After receiving the guests to visit the notice, according to the company's leadership arrangements and the guests to visit the unit, the position and purpose of the visit and other specific circumstances, to determine the level of hospitality, the level of the level can be temporarily divided into A, B, C three levels of reception. Reception, according to the reception level, the development of reception programs, specific arrangements for the reception of relevant personnel, do a good job before the reception of the preparatory work.
A level for the first level of reception standards, generally accompanied by the general manager of the important guests to visit;
B level for the second level of reception standards, generally accompanied by the deputy general manager, such as the company's leadership to visit the guests;
C level for the third level of reception standards, generally for the relevant counterparts of the department leadership or personnel to visit, in accordance with the requirements of the leadership of the hospitality work.
2, pick-up arrangements
After receiving notification of the guest visit, the office should be done in advance of the day before the guest visit vehicle pick-up arrangements, to determine the pick-up time, location, contact information of the guests, do a good job before the vehicle cleaning, security checks, and equipped with mineral water, wet wipes and other required supplies. Responsible for the pick-up driver must be half an hour in advance to the pick-up location, such as the guests for the first time to visit, if necessary, print the pick-up plate.
3, accommodation arrangements
According to the level of reception, the arrangement of the appropriate place to stay, make a good booking of the room in advance, if necessary, you need to go to the hotel ahead of time to implement the situation of the room, including asking the hotel reception staff to do a good job of the room card, the opening of the telephone outside the line of business, the placement of toiletries bag, tea, dried fruit, cigarettes and other reception supplies, and in advance. The company's main goal is to provide the best possible service to its customers, and to provide the best possible service to its customers.
4, publicity work arrangements
After receiving the guest visit notification, according to the guest situation and reception level, collect relevant information, design and production of the company's publicity column and advertising machine welcome subtitle; after the guest visit, do a good job of following the visit, the meeting photographic photography and other related work.
5, visit arrangements
After receiving the notification of the guest visit, notify the company in advance of the relevant departments according to the level of reception to carry out the preparatory work for the visit reception.
Before the guests visit the company, you need to notify the relevant leaders and reception staff to meet in advance, visit the process of reception staff to do a good job of service, taking pictures and photography, and timely deployment of transportation vehicles.
6, meeting arrangements
Office in the guests to visit the day before the relevant information, flowers, fruits, tea, notebooks, paper, signature pens and other preparations, print a good meeting of the attendees of the sitting card, ready to prepare the laptop, do a good job of welcoming subtitles of the projector, check the conference room and the surrounding health environment and other meetings. The meeting was held at the end of the day.
At the beginning of the meeting, the office staff should add tea for the guests in a timely manner, the interval of 10-15 minutes to add water; if the same batch of guests have a few days of meetings, you need to replace the fruit varieties, and do a good job in the conference room teacups, ashtrays and other cleaning work.
Note: The podium and meeting seating arrangement diagram.
7, dining arrangements
According to the reception of guests level in advance arrangements for hotel dining, notify the dining staff to determine the number of people dining, according to the guests dietary tastes, whether or not there are taboos, etc. in advance of ordering, and prepared drinks, cigarettes, etc., to arrange for a vehicle, timely pick-up and drop-off.
Note: Banquet guests sitting arrangement diagram
8, activity arrangements
Guests in the company during the company, in accordance with the company's leadership arrangements, such as the need to accompany the guests to the surrounding tour, the reception staff must determine the tour route in advance, to arrange for scenic tour guides, dining locations, travel vehicles, etc., and to prepare a good camera, wet wipes, mineral water, umbrellas, etc., the tour process, the tour route, to determine the number of people to determine the number of people to participate in the dining experience. The company's main goal is to provide the best possible service to its customers, so that they can enjoy the best of both worlds.
9, return arrangements
According to the guests' itinerary and needs, to help the guests book a good return ticket or train ticket, ready to gift, arrange the vehicle to the departure point, the reception staff to do a good job at the hotel check-out and other follow-up work
V, reception etiquette
2, demeanor: steady and dignified, calm and generous.
3, speech: gentle tone, polite and elegant.
4. Attitude: sincere and enthusiastic, not overbearing.
5. Receive business cards: Receive them with both hands in a respectful manner, and pocket them after looking at them.
6, lead: usually walk in front of the guest's right, from time to time the left side back, with the guest's footsteps, turn the corner of the hand gesture.
7, into the elevator: lead the guests first, first out, timely press the elevator.
Six, notes
The reception process involves important things, important meetings and other special circumstances, pay special attention to the confidentiality of the reception of both appropriate introduction to the company's situation, but also inside and outside of the difference, the occasion is not suitable for photography photography, should be euphemistic attitude to the visitors to explain.
Seven, summarize
After the completion of the reception work, should be summarized in a timely manner in the work of the problem, good to find the shortcomings in the work of the work, and dare to suggest that the work needs to be improved, and strive to do better, for the development of the company to contribute to our strength
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