reception etiquette flow 1: fully prepare before reception

1. Know the basic information of the customer

The first step of business reception is to know the basic information of the customer, including the company, name, gender, nationality, occupation, position, level and the specific number of visitors; There are some details, such as the specific date, time and place of the visit.

2. Determine the welcoming specifications

Determine the specific reception specifications according to the specific situation of customers.

3. Arrange reception links

Arrange reception vehicles, customers' vehicles, customers' catering and accommodation, etc. within the prescribed standards.

4. Selection of business receptionists

Select the receptionists and arrange them in all aspects of reception work according to their working ability.

business reception etiquette process 2: service in reception

business reception service is the central link of the business reception process, and it is a direct face-to-face service reception process. In this process, we should organize the implementation according to the requirements of the reception plan, be serious and responsible, and be meticulous in completing every reception service. At the same time, according to the changing situation at any time, the original plan should be revised in time and implemented.

Business reception service requires receptionists, especially the person in charge, to grasp the overall situation and be good at coordination and communication; Be pragmatic and be good at improvising; It is necessary to ask for instructions and report to the superior leaders in a timely manner, be good at integrating all aspects of strength, and complete the reception task with one heart and one mind.

1. Customer greeting and accommodation arrangement

Arrive at the designated place in advance to greet customers. If leaders and relevant departments meet customers at airports, stations and docks, they should determine and notify the gathering time, place, bus arrangement and departure time in advance. Help customers contact the airport or station to sign tickets and collect luggage. According to the reception policy and reception plan, arrive at the hotel guest house where you are staying or dining, and implement the welcome reception etiquette. After the customer arrives at the residence, arrange the staff to distribute the luggage, and send the Reception Manual (including housing arrangement, activity schedule and bus arrangement, dining time, place and relevant matters needing attention, etc.) to the customer.

2. Banquet

The leaders accompanying the meal arrive at the banquet place first; Master the number, time, place, method and standard of the banquet, and notify the hotel in advance; Carefully prepare the banquet menu and make a good banquet design; Place the seat card and check it. The reception staff will arrive at the banquet hall one hour in advance to supervise and inspect the relevant 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, accurately grasp the rhythm of serving, and should not be too fast or too slow; Reception staff actively guide customers to sit and leave.

3. Business meeting and meeting arrangement

Define the basic situation of business meeting, including the name, position, number of people to meet (talk), purpose of meeting (talk), who to meet (talk) and the nature of meeting (talk).

Relevant personnel and departments should make the following preparations:

Inform our relevant departments and personnel in advance to prepare for the meeting (talk); Determine the meeting (talk) time and arrange the meeting (talk) venue and seats; Determine the recorder, and if translation, photography and news reporting are needed, determine the translator and photographer in advance and notify the reporters; The business receptionist greets the customer at the door first. After the customer enters the conference room, our staff should immediately get up and welcome him. If it is necessary to take a group photo of both sides of the talks, arrange to take a group photo after the two sides shake hands.

4. Arrangements for business visits and inspections

All preparations for visits and inspections must be made in advance, including materials and vehicles for travel; Arrange leaders and accompanying personnel in advance; Responsible for the related service work and liaison and coordination work of guests outside; Assist the reception area to deal with emergencies on the spot during the reception; Introduce some basic information along the way to customers in time during the trip.

5. Business, leisure and entertainment

Solicit customers' opinions and arrange activities according to customers' preferences and habits. Arrange the venue and determine the activity time. Arrange movies, fitness, sports and other entertainment activities, hold literary evenings, and make relevant preparations before reception. Flexible grasp of the length of activities according to customer interests.

business reception etiquette process 3: post-reception work

post-reception work mainly refers to the farewell work and experience summary after the reception work.

1. Farewell to visiting customers

Farewell is the last service in the whole reception process, so we should take it seriously and leave an unforgettable impression on our customers.

verify whether the arrival time and place of the flight or train that the customer left have changed, and the situation of aircraft (train) stopping. According to the reception policy and reception plan, design and implement farewell etiquette. In order to show solemnity, the people attending the reception service lined up at the customer's residence to see them off. Send personnel to watch the plane and train of the customer before returning.

2. The finishing work

mainly includes cleaning the room, settlement of reception expenses and data summary and filing.

3. Summarize the experience

After each reception task is completed, summarize it in time and seriously. Affirm achievements, find out gaps, and commend units and individuals that have made outstanding contributions. By summing up experience and lessons, we can deepen our understanding of the law of reception work and promote the continuous improvement of reception work.