First, the significance and role of reception work
(1) service guarantee
Reception work is to provide material conditions and service guarantee for the business activities of enterprises and serve the customers of the company. This requires all functional departments of the company to cooperate with the main reception departments to plan and use the company's manpower, material resources and financial resources as a whole, to ensure the normal reception activities, and to provide necessary working and living conditions for guests (leaders) to visit, inspect, inspect and communicate with the company. Therefore, service guarantee is the basic attribute of official reception.
(2) display images
Reception work is the window and "facade" of enterprises, and it is the bridge and link to realize multi-field, multi-level and multi-faceted foreign cooperation and exchange. The receptionist is the "image ambassador" of the enterprise. Reception work and reception value have the function of shaping, maintaining and innovating corporate image. Warm, thoughtful, high-quality and efficient reception service is of great significance for building enterprise brands and enhancing the visibility and reputation of enterprises in the outside world.
(3) expanding foreign exchanges
Reception is also an investment, which has obvious emotional effect and extension effect. Through warm, thoughtful and meticulous service and good impression, we will make friends at home and abroad and further expand the foreign exchange of enterprises. In the reception process, through the contact with the reception services of customers at all levels, a good market environment and stable customer relationship suitable for the development of enterprises are formed, so that the reception work can truly become productive forces.
Second, pay attention to improving the quality of reception staff.
Whether an enterprise can leave a good impression on visiting customers depends on another important factor besides hardware facilities. This requires the reception staff to pay great attention to reception etiquette, dress neatly and appropriately, talk warmly and elegantly, behave solemnly and generously, pay attention to discretion, master the scale, be simple, sincere and enthusiastic, and make the visiting guests feel at home. At the same time, the reception staff should pay attention to their usual study and accumulation, and understand and master all aspects of knowledge in order to do a better job in reception.
(1) Improve the overall quality. Receptionist is the main body of reception work, and also a "pioneer" in shaping the external image of enterprises. Therefore, the quality of reception staff and the effect of work completion are increasingly demanding. The receptionist is required to have a solid business theory foundation, certain management ability and profound knowledge accumulation; Must have good overall coordination ability and skilled reception organization ability; Need to have a certain ability to control the overall situation and meticulous service awareness.
(2) Improve service capabilities. The reception work directly affects the external image of the enterprise. This requires the reception staff to do a good job of preparation before the arrival of the guests, service after the arrival of the guests, and finishing work when the guests leave. It is necessary to stress work efficiency and resolutely strict reception procedures; Adhere to the people-oriented, warm and thoughtful, accurate and reasonable, standardized and orderly, pragmatic and efficient reception work.
(3) Carry forward the Four Spirits. First, carry forward the spirit of taking the overall situation into account and working closely together; Second, we should carry forward the spirit of hard work and selfless dedication, correctly understand the joys and sorrows, and correctly treat the gains and losses; Third, we must carry forward the spirit of honesty and self-discipline, strictly implement various rules and regulations, do not take advantage of trivial matters, and always focus on the cause; Fourth, we should carry forward the spirit of sincere and thoughtful service and polite hospitality, so that our reception work can truly establish a good working attitude towards customers.
Third, how to standardize the reception process?
According to the characteristics and reality of current enterprise reception activities, the reception process can be divided into three stages: preparation before arrival, reception service after arrival and summary after departure.
(1) Preparation before arrival of guests
Adequate preparation can lay a good foundation for the smooth progress of the whole reception work. Welcome preparations mainly include accepting tasks, making plans, and organizing resource allocation.
1. Accept the task. When accepting the task, the reception department should master the basic situation and requirements of this reception task and achieve "four understandings", that is, to understand the basic situation of the guests; Understand the main purpose of the guest's visit, the arrival and departure time and transportation when the guest arrives; Understand the guest's activity arrangement; Understand the company's reception process and norms. 2. Make a plan. Reception plan is the main written basis of reception work, the code of conduct and work guide of reception departments and relevant personnel, and plays a role in planning, guiding, communicating and coordinating in the whole process of reception work.
2. Organize and allocate resources. The reception process is actually a process of organizing, distributing and integrating various reception service resources, including reception facilities, equipment, personnel and materials, in order to successfully complete the reception task. The reception task is not completed by the reception department of a unit independently, but needs the full cooperation of the reception department, the responsible department and the cooperative department.
3. Check the implementation. According to the requirements of the reception plan, it is the last link in the reception preparation stage to check and implement various reception preparations, especially reception places, facilities and vehicles. When problems are found, they should be improved in time.
(2) Reception service after the guests arrive at the station.
The reception service after the guests arrive at the station is the central link of the whole reception process, and it is a face-to-face reception service process. In this process, we should organize the implementation according to the requirements of the reception plan, complete each reception service item carefully, and revise the plan in time according to the changing situation. This requires the receptionist, especially the person in charge, to grasp the overall situation and be good at coordination and communication; Seeking truth from facts and being good at improvisation; Ask for instructions and report to the superior leaders in time, be good at integrating all forces and complete the reception task wholeheartedly.
1. Get ready. The receptionist should accurately know the flight number, train number and arrival time of the vehicle the guest is riding. Keep in touch with the airport (station) before picking up the station to keep abreast of the flight (train) and weather changes of the guests. If there is any delay, corresponding arrangements should be made in time; When picking up the station, the welcoming staff should leave enough time on the way and arrive at the airport (station) in advance to avoid being rude because of being late.
If there are many guests, in order to avoid confusion when picking up the station, the boarding number should be booked in advance, and the boarding list will be sent to each guest after the guests arrive; Arrange vehicles according to the number of guests, visitors and luggage, and relax the seating arrangement. Accommodation forms should be prepared in advance and sent to the guests together with the room card. Housing forms can let guests know about their rooms, which is convenient for them to contact the host after they check in. Accommodation room cards can be issued at the front desk of the hotel where guests stay, and guests should be accompanied and guided by special personnel when they check in.
2. Welcome specifications. Generally speaking, the principle of reciprocity or correspondence should be followed, that is, the main welcoming staff should be equivalent to the guests. If for various reasons, the main personnel of the organizer can't attend the welcome activities, so that the identities of both parties can't be completely equal or corresponding, and they can be flexible. According to the principle of business counterpart, people with appropriate positions should greet each other, but they should explain to each other in time to avoid misunderstanding.
3. The principle of welcome. Welcome the guests first, and send them away at last. Elevator etiquette: first get on, then get off, then go in and lean in. The receptionist is also an elevator attendant. Location etiquette: two people, great power; A threesome, the largest in the middle, the second on the right and the last on the left; When leading, walk two or three steps away from the guest's left.
4. Bus arrangement. Upon arrival, guests are usually accompanied by the host and receptionist from the airport (station) to their residence, and should be invited to sit on the right side of the host. In the case of two rows of seats, the receptionist sits next to the driver. When getting on the bus, the guest had better get on the bus from the right door, and the owner had better get on the bus from the left door to avoid passing through the front of the guest seat. The guest gets on the bus first, and the guest will sit in any seat, which is the top seat. The receptionist should not correct it. The seats in the car are first class and second class. In China's traditional etiquette, the most distinguished seat in the car is the seat diagonally opposite the driver's seat in the back row, that is, the seat on the right side of the back row. The priority of other seats is: left seat in the back row, middle seat in the back row, right seat in the front row, in short, right seat, under the left seat; Back up, front down. After arriving at the destination, the receptionist should get off the bus first, go around to the rear of the car to open the door for the guests, and block the upper edge of the hood with his hand to help the guests get off.
5. Banquet arrangement. To inform the guests in advance of the time and place of the banquet with the accompanying leaders; Master the number, location, time and place of the banquet and inform the hotel in advance; Put away the banquet table sign and check it carefully; Reception personnel arrive 1 hour in advance to supervise and inspect related services; Serve food and drinks in strict accordance with the proposed banquet menu, handle special circumstances according to the intention of the host and accompanying leaders, and accurately grasp the rhythm of serving, not too fast or too slow; The receptionist volunteered to guide the guests in and out of the table.
Etiquette that should be paid attention to in the banquet. Arrange the catering menu, which should reflect the national characteristics, local flavor, seasonal fashion, dishes that the hotel is good at and the guests like. The dishes are not expensive and not taboo. With regard to dietary taboos, it is necessary to know the guest information in advance in order to avoid the guest taboos and satisfy the guests. Set up the dining form, and the banquet is always completed through a certain banquet form. Generally, in the hotel, the company leaders are requested to determine the banquet specifications in advance according to the identity of the customers and the purpose of the visit. Arrange dining seats and formal banquet tables: the location of guests depends on the distance from the host's seat. Generally speaking, according to everyone's position, the center of the round table is the main person, with guest 1 sitting on the host's right hand side, guest No.2 sitting on the host's left hand side, and guests No.3, No.4, No.5, No.6, No.7, No.8 and No.9 sitting on both sides in turn.
6. Meeting arrangements. Grasp the basic situation of the meeting in advance, including the name, position, number, main content and nature of the meeting; Prepare water, electricity, fruit, projection, computer, microphone, materials, etc. Meeting in advance; The receptionist informs the relevant departments and leaders of the company to prepare for the reception, and according to the customer's situation, informs the relevant leaders to do the reception and guidance work; Determine the meeting time, arrange the meeting place and seat, arrange the meeting seat, print and countersign, etc.
(3) Related work after the guest leaves
The related work after the guest leaves mainly refers to the finishing work and experience summary work after the reception work.
1. Send it away. Seeing off is the last link in the whole reception process, so we should take it seriously and leave an unforgettable impression on the guests. Need to verify whether the arrival time and place of the flight or train that the guest left have changed, as well as the situation of the plane and train stopping; According to the reception plan and the arrangement of company leaders, determine the way and personnel to see me off; Arrange vehicles to be sent to the airport or station, and consider opening VIP passages under special circumstances; The off-duty personnel should observe the guest's plane and train before returning.
2. Sum up experience. After each reception task is completed, we should sum up it in time. Affirm achievements, find out gaps, and commend units and individuals that have made outstanding contributions. Summarizing the experience and lessons can deepen the understanding of the law of reception work and promote the continuous improvement of reception work.
Fourth, the problems that should be paid attention to in the reception process
The reception process should be careful. The reception work is complicated, and each link directly or indirectly affects the overall image of the company. The receptionist must be careful, careful, not careless, and would rather prepare than use it, otherwise it will be helpless and prone to loopholes in the face of changed situations. Occasionally, we are often caught off guard. For example, sometimes there are meetings, so many people attend and so many tables and chairs are prepared. As a result, some units sent more people to attend and temporarily found someone to set up a seat, which led to the participants not being able to sit on time. Sometimes the leaders who attended the meeting changed. I learned that a leader didn't come back from a business trip and didn't put a desk sign. As a result, the leader suddenly came a few minutes before the meeting and was caught off guard. In any case, this is caused by poor consideration of work. Therefore, the office should stand the test and the work should stand the test. Plan carefully and act cautiously. Reception staff must develop serious and meticulous work habits.
In short, enterprises should pay attention to all-round development and promotion in the process of development. Reception, as an indispensable part of enterprise management, is a positive window to display corporate image, a bridge and link to realize multi-field, multi-level and multi-directional foreign cooperation and exchange, and a powerful starting point to improve the quality of employees and promote the healthy development of enterprises. It is of great significance to do a good job in reception.