The workflow of the company's front desk reception
Work flow of club front desk reception
1 mesh
Standardize the behavior of receptionists, provide quality services for customers and business households, and let customers feel warm, comfortable and relaxed leisure sports and entertainment environment.
2 adaptation range
It is suitable for the management of the front desk reception of the club in the early stage of marketing.
3 post operation procedures
3. 1 job requirements
3. 1. 1 Club receptionists must be women, under 25 years old, with junior high school education or above, with good conduct and good looks;
3. 1.2 club receptionists must have a strong sense of service and dedication, pay attention to their own image and words and deeds, master the basic knowledge and skills of service, and be able to provide customers with satisfactory services.
3.2 Preparation work
3.2. 1 Punch in the security booth when commuting, without doing it for me. Go to work on time (8: 30 or other designated time). Check your gfd before going to work, and wear work clothes, work cards, black shoes with middle heels, no ornaments on the upper, flesh-colored stockings, dark socks in winter, headgear and light makeup as required.
3.2.2 Do a good job in cleaning and wiping the equipment in the bar and each function room, and all items shall be placed in accordance with the regulations. If there is any damage, notify the department head in time;
3.2.3 Turn on the power supply of the water dispenser, and fetch a certain amount of drinks and tea from the water bar for meetings or visitors; 3.2.4 Turn on a certain number of lighting lamps according to the weather conditions to make the indoor brightness suitable; When the room temperature exceeds 28 degrees in summer, turn on a certain number of air conditioners and set the temperature at 14 degrees, so that customers can feel cool when they come to the sales office, but not too cold, and keep the room temperature at around 27 degrees in winter;
3.3 Reception service
3.3. 1 Courtesy and standard service.
3.3. 1.65438+
3.3. 1.2 When guests come to the clubhouse, receive them in time and give a welcome speech: "Hello, welcome to the clubhouse". After the guests are seated, they will pour a glass of water, and if there are any smoking guests, they will hand over an ashtray. If there are more than three cigarette butts in the ashtray, the ashtray must be replaced in time. Before the multi-function hall is opened to the public, if the guest asks to use the equipment, tell the guest "Sorry, the clubhouse facilities are not open to the public";
3.3. 1.3 employees within the company are not allowed to entertain in the clubhouse;
3.3. 1.4 When the customer leaves, send a farewell message: "Please walk slowly, welcome to visit again next time";
3.3. 1.5 In addition to cleaning, checking equipment and the arrival of guests, the club must be visited every half hour;
3.3. 1.6 When someone needs a meeting in the meeting room, they should turn on the air conditioner 15 minutes in advance to check whether there are enough seats, prepare a certain amount of tea, and serve it in time after the participants are seated. If there are important guests or meetings, serve according to the requirements of the management department.
3.3.2 Customer first and considerate service.
3.3.2. 1 Keep a cheerful mood at all times, do a good job in customer reception, and say hello three times: "There is a greeting.
Ask and answer, walk and send. "
3.4 End the work
3.4. 1 Turn off the power supply of water dispenser, water heater and air conditioner before coming off work, and check and count all instruments in the clubhouse to confirm whether the number of instruments is accurate and in good condition.
3.4.2 Carefully record the handover, and record the drinks and tea consumed that day on the duty record;
3.4.3 Hand-over ceremony shall be completed according to regulations, and handover personnel of both parties shall bow to each other at a distance of 15 degrees from the third step. Handover is over, handover begins, handover is over, and then salute.
3.5 job requirements
3.5. 1 Don't do things unrelated to work during working hours, rotate posts on time, and don't leave their posts or leave their posts without permission;
3.5.2 Use standard civilized language and insist on speaking Mandarin.
Responsibilities of the company's front desk
I. Consultation and reception:
1. When answering customers' telephone inquiries, you should skillfully use standard language, answer telephone inquiries warmly and politely, and answer customers' training-related questions scientifically, patiently and pertinently, including the latest training arrangements, training/registration fees, training time, etc.
2. When receiving customers' visits, be enthusiastic, courteous and considerate, and patiently answer customers' various questions about training. When encountering difficulties, we should cooperate with * * * to solve them together to ensure customer satisfaction.
3. Make a good record of the consultation registration form, and fully reflect the personal information and training needs of customers, so as to provide favorable basis for customer tracking and company marketing decision in the later period.
4. Cultivate and improve business ability, be good at observing, treat differently and be flexible. For customers visiting for the first time, they should be given the latest training materials and a brief introduction to the training courses. When dealing with hesitant customer consultation, we should make clear the advantages of the training center, including teachers, hardware environment, training progress, training price, high pass rate, gold content of certificates, etc. Set up the corporate image of "training at ease, price at ease, examination at ease, holding certificates".
5. Assist the customer to fill in the registration information, and check whether the procedures are complete and complete. In case of special circumstances, a written application shall be submitted, which shall be declared according to the procedure of step-by-step application and implemented after approval.
Second, information management:
1. According to the training cycle and course characteristics, summarize the current registration and consultation situation and make a reasonable course plan.
2. Analyze consulting and registration materials in time, sort out potential customers and forward relevant information to the competent manager. And focus on tracking potential students, training and sales. Regularly check and sort out the consulting materials, update and supplement them in time, and put forward the requirements for updating the materials.
3. Respond to customers' email and fax requests actively, keep records, and obtain customer information in time to prevent collapse.
4. Actively cooperate with the company's educational affairs and marketing activities, and do a good job of contacting students.
5. Pay attention to market dynamics, collect students' information, pay attention to market feedback, and provide suggestions for the release of advertising content.
6. Actively participate in marketing activities, assist the marketing department to collect customer feedback information, and provide a strong reference for the company's decision-making.
Responsibilities of front desk reception
I. Customer Reception and Service
1, responsible for the reception of visiting customers, including offering seats for customers, handing tea, consulting customers' visiting intentions and registering customers' visits. (Fill in the visiting customer registration form)
2. Responsible for arranging the reception of designers for customers who come to consult and decorate. When introducing designers to customers, we should respect designers.
3. Before arranging the reception work of the designer, the designer should fully grasp the existing work at hand and make reasonable arrangements. (designer's workload, design level, etc. )
4. Follow up the customers served by designers in time, urge designers to follow up and consult customers, and fill in the Intentional Customer Communication Record Form.
5. Pay a return visit to the customers who have signed with our company. At least three follow-up visits shall be conducted during the construction period to understand the customers' opinions on the construction service, and the follow-up records shall be reported to the company manager in time.
6. Call back the completed customers. In principle, you should pay a quarterly visit during the warranty period, and fill in the after-sales service record form of completed customers, so as to feed back the problems reflected by customers to the engineering department in time and urge the engineering department to guarantee the projects that need warranty. And timely report the maintenance situation of the engineering department to the company manager.
7. Provide services for non-decoration customers and introduce them to all departments in time.
8. Answer the phone and show the good image of the company with a sincere and sweet voice.
Second, secretarial services
1. Provide services to job seekers who come to apply for jobs, arrange to fill in application forms, and report the application materials to the human resources department of the company in time. After the review by the human resources department, the front desk will inform the candidates to come for an interview. The front desk submits the application form and interview record form to the person in charge of the interview department. Talents are hired, and the front desk is responsible for informing them to report.
2. After talent registration, the front desk will sort out the materials submitted by the candidates, fill in the employment information form and paste various certificates.
3. Be responsible for the company's daily attendance, and report the records of being late, leaving early and absenteeism to the Finance Department in time.
Three. Regulations on labor punishment
The front desk should fill in the above items completely. If there is any mistake, it shall be punished according to the following provisions:
1. If various forms are not filled in in time, 50 yuan will be fined for each inspection;
2. Inadvertent reception of customers (bad attitude, failure to pour tea for customers, rude voice when answering the phone, rude action when putting down the phone), if any customer complains to the manager, once verified, 50 yuan will be punished for each complaint;
3. Customer service didn't follow up in time (the construction customer didn't follow up three times, and the completed customer didn't pay a quarterly return visit. Failing to report the problem to the relevant departments in time for more than 24 hours after the return visit, resulting in the customer calling to complain to the manager). Punish 50 yuan.