The front desk of the company is the face and business card of the company, so the front desk staff must master the reception etiquette of the company, which plays a very important role in shaping the image of the company. The company's reception etiquette at the front desk includes gfd standard, telephone reception etiquette and visitor reception etiquette. I share the reception etiquette at the front desk for everyone. Welcome to read!

First, the company's front desk appearance specification

Smiling and maintaining a cheerful attitude are conducive to creating a harmonious working atmosphere; Keeping the body clean and hygienic is not only the need of health, but also the performance of civilization, which is conducive to communication with people; Comb your hair neatly and keep your face clean; Male employees don't have long hair, and female employees don't wear heavy makeup; Keep your lips moist and your breath fresh when talking at close range; Hands are clean, nails are neatly trimmed, male employees do not leave long nails, and female employees do not wear bright nail polish; It is advisable to use fresh and elegant perfume.

Second, the telephone reception etiquette

The voice of answering the phone at the front desk should be neither urgent nor slow, and always keep a relaxed and happy tone. You shouldn't lose your temper, lose your temper or even swear with the caller on the phone. Talk frequently when you answer the phone, okay? Excuse me. 、? Excuse me. 、? Just a moment, please. Modest words like this.

Pick up the phone at the second and third rings. What's the first thing when you answer the phone? Hello, (company name, if the company name is long, use abbreviation)? , avoid? Hello? Should you tell the caller if the call is delayed for some reason? Sorry to have kept you waiting. . When you know the extension number or the name of a specific person, you can say it politely. Just a moment, please. , and immediately transfer.

If you want to transfer the call of the leader, the other party knows the name of the leader and doesn't know the extension number. You should politely ask who the other party is and which unit it belongs to. If it is an advertisement or a disguised advertisement, you should use polite excuses to block the call or transfer it to the relevant department for handling.

Let the customer take the line first. Regardless of the manufacturing industry or the service industry, it should be remembered that in the process of calling and answering the phone, the customer must first receive the line. Because once you hang up first, the other party will definitely hear you? Click? This will make customers feel very uncomfortable. Therefore, at the end of the call, you should politely ask the customer to hang up first, and then the whole call will be successfully ended.

In view of the fact that the front desk receives a lot of calls every day, in order to prevent throat accidents, it is necessary to prepare water to moisten the throat at any time and maintain good sound effects at any time.

Third, the reception etiquette of visitors.

The front desk usually sits in the post. But when you meet a guest, you should get up immediately and nod and smile at the guest. Hello, who are you looking for? 、? Do you have an appointment? . If you know who you are looking for and confirm that it is an appointment, please ask the visitor to wait a moment and contact immediately. If the person you are looking for is busy, you can ask him to wait a moment and guide the visitors to sit down and pour water in a standardized manner. If you wait for a long time and the person the visitor is looking for is still busy, take care of the visitor and explain to him. Don't leave it there.

If the visitor doesn't pick up what he is looking for, let him go by himself. The front desk should use standardized gestures to guide how to get there or take tourists. If the office door of the person the visitor is looking for is open, you should knock at the door first, ask the visitor to enter after asking permission, pour the tea for the visitor, and then the front desk will return to its post. Of course, if there is only one receptionist, just give the visitors directions directly.

If the visitor knows who to look for but doesn't make an appointment, the front desk should call to ask and tell the relevant colleagues or assistant/secretary of the leader to facilitate the reception unit to visit. Out of courtesy and convenience for visitors, even if the colleague or leader you are looking for answers the phone in person, you can ask again as someone else's answer. In this way, it sounds to the visitor that even if the other end of the phone does not allow reception, it is not directly rejected by the person he is looking for, leaving room for the next step.

Fourth, the reception considerations

1. Friendly attitude of offering service.

Visiting guests is very important to the company. The reception must be friendly and enthusiastic and willing to provide services.

If you are typing, you should stop immediately. Even if you are on the phone, you should smile and nod at the visitors, but you don't need to get up immediately to meet them or shake hands with them.

You should nod and smile when greeting guests. It is more cordial to receive old customers.

When the guests leave, they should say goodbye solemnly. No matter how busy you are, don't forget to say goodbye at last. Calling each other's names will leave a good impression on them, so it is very important to remember the faces and names of visitors.

2. reception? Uninvited guests? Is the touchstone of education.

When a guest visits without an appointment, don't directly answer whether the person he is looking for is there. But tell the other person: I'll see if he's here. ? At the same time, politely ask the other person's purpose:? What do you want from him? If the other person doesn't give you a name, be sure to ask, and try to judge whether you can see your colleagues from the guest's answer.

When a stranger comes, be sure to ask his name and the name of the company or unit. You can usually ask: What's your name, please? Which company are you from?

Don't introduce visitors easily without the consent of your boss. Even if there are visitors who make an appointment in advance, they should inform their superiors first (by telephone or in person) and wait for instructions. If you don't have an appointment, even the guests you think the boss will meet are not allowed to be introduced without authorization.

3. solemnly accept the other party's business card.

When you receive a business card, you must show your respect with both hands. After you receive it, don't send it away, don't leave it everywhere, and don't fold it in your hand to play with.

When you receive a business card, you should confirm the name of the other party and company listed on the business card. If you see a surname that is not easy to spell, don't read it casually, but be sure to ask the other person.

4. Judge the identity and type of visitors.

To know in advance whether the boss is willing to receive any visitors at any time, or whether he likes it as the case may be, visitors can generally be divided into several categories:

(1) customers.

(2) Partners at work.

(3) Family members and relatives.

(4) personal friends.

(5) others.

Without an appointment, you can usually decide which one comes first in the above order.

If the visitor is very important, don't stop without permission.

5. Explain the reasons for refusing to meet and apologize.

If the boss is absent or can't be contacted for a while, he should explain the reasons to the important guests and say that he will take the initiative to contact or assist in arranging another appointment. If the other party agrees, ask the other party for its mailing address and contact time.

Don't fix your other appointment time without the boss's consent. You'd better tell the visitors: Can I call you back to confirm the appointment?

However, if you are a visitor who is unreasonable and intimidating your boss, you should flatly refuse to answer the phone.

6. Keep the tourists waiting and take care of them.

If you can't let go for a while, or your boss can't receive visitors for a while, you must take the initiative to say hello to the guests so as not to make them feel left out. If guests want to visit in advance, it is reasonable to ask them to wait.

Please sit down in the right place. Generally, some newspapers and magazines should be prepared in the reception room, and it is best to have publicity materials introducing the company's organization, history, purpose and service scope for visiting guests to read.

Guests should sit at a certain distance from your seat, so that when you leave your seat, the other party can't see the documents on your desk.

7. The guide should be pulled over and walk in front of the guests 1-2 steps away.

Pay attention to the steps of the guests when leading the way. It can be said: this way, please. ? Stop at the corner, signal the direction with your hand, and say to the guest, This way, please? When taking the elevator, let the guests get on and off first. Press the button to signal the guests first in first out:? Please get on the elevator. ? Please get off the elevator. ?

When opening and closing the door, be careful not to cross your hands or open the door behind your back. Open your hands with your left hand to the person on the right, and open your hands with your right hand to the person on the left. This will make your posture more elegant. If the door opens inward, you should go in first, hold the door with your hand, and then let it open after the guests come in. Before opening the door, you should say: Please come in. ?

8. Introduce the guests who meet the boss for the first time.

Generally speaking, the visitor should be introduced to the boss first, but sometimes if the visitor is in a higher position, it is best to introduce the boss to the visitor first.

After the introduction, you will quit the boss's office unless the boss asks you to stay.

When the boss receives a visitor, if there is anything to contact or ask for instructions, he must hand a note. You can write things on a note and apologize to the guests when you enter the office. Sorry to bother you. ?

9. Serve drinks

It is a tradition in China to treat guests with tea, but some guests come and go in a hurry or repeatedly declare that they don't want tea, so not all guests should be treated with drinks.

? Tea is full of domineering? Tea and drinks should be 80% full, and drinks should be handed in both hands. Smile when delivering takeout? Your tea (coffee, drinks, etc.). )?

Many people don't like to drink a certain kind of drink, or have a habit of mixing drinks, so when preparing drinks, you should politely ask the guests what to drink first. For example:? Do you want coffee or tea? How do you like to make coffee?

10, making a visiting registration card.

When you go to work every day, you should check the list of visitors you met that day. If necessary, you should prepare the relevant information of the appointment in advance and make a card with name, position, company, visit date, audience, etc.

Reception etiquette at the front desk? Reception etiquette at hotel front desk

First, the hotel front desk telephone etiquette

1. Project preparation

At ordinary times, when we are at work, we should prepare a pen and paper beside the phone to record the contents of the customer's phone.

2. Holding a microphone in your left hand

Most people are used to picking up the receiver with their right hand, but in the process of telephone communication with customers, it is often necessary to make necessary written records. When writing, the microphone is usually clamped on the shoulder, so that the mobile phone can easily fall off and make a harsh sound, which brings discomfort to customers.

In order to eliminate this bad phenomenon, we should advocate holding the receiver with the left hand and writing or manipulating the computer with the right hand, so that we can communicate with customers easily.

Step 3: Answer time

Answer the phone within three rings. If you are delayed in answering the phone, you should apologize to the customer first.

Keep the right posture.

You should always keep the correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the abdomen is oppressed, it is easy to cause the voice of the abdomen not to come out; Most people talk with their chests, which makes them thirsty. If you use the voice of Dantian, it can make the voice magnetic without hurting your throat.

So keep sitting posture, especially don't lie on the edge of the table, which can make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel your pleasure.

Call repeatedly

Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, check and proofread the meeting time, place, contact number, area code and other information to avoid mistakes.

thank you

Finally, it is basic courtesy to thank customers. Visitors are guests and customers are respected. Don't think that you can ignore them without facing them directly. Also, remember to ask the customer to hang up after the call, and then we will hang up.

Second, the hotel reception service etiquette norms

1. Image etiquette standard

Polite hospitality and warm service are not enough. Hotel receptionists should also pay attention to their own image etiquette norms. Men's hair should not be too long, greasy and scalp. Ladies' hair should be washed and tied, and exaggerated hair accessories should not be worn. Only use light and generous hair accessories, and don't cover your eyes or face with your hair.

Facial modification: men should not grow beards, their faces should be fresh and pleasant, and their breath should be fresh. Ladies should wear light makeup, but not too much rouge and gouache. They should just do a little grooming, brush their eyebrows and apply lipstick and rouge lightly.

Body modification: don't grow nails, ladies can't wear bright nail polish; Take a bath often, don't smell, and don't wear too much perfume.

2. Etiquette norms

Hotel receptionist belongs to the hotel; Image spokesperson; Or a hotel; Facade; . Therefore, the receptionist is required to sit, stand, walk and walk naturally and maintain a good mental outlook.

The receptionist should pay attention to your standing posture, sitting posture, body language, eyes and smile at work; At work, always with a natural smile, showing an amiable attitude, can make guests feel easy to approach. Don't make small gestures, cover your mouth when yawning, and don't scratch your nose, dig your ears, pick your teeth and other indecent actions.

Don't show laziness, stand upright, don't shake your body, don't stand against walls and cabinets or squat on the ground, don't tilt your head and don't make faces. Use the right words, don't offend the guests, and don't need flattery. Your voice should be soft, neither too loud nor too small, and you should clearly express what you want to say. Always smile.

3. Reception etiquette norms

When the guests come to the counter, they immediately put down the documents they are processing, greet them politely, and show their professional training, competence and ability to serve the guests.

For the guest's consultation, listen carefully before answering. Be patient when answering questions, and apologize if you are not allowed to answer. Excuse me, please wait a moment. Can I ask for you? After asking, give feedback to the guests.

Third, the hotel front desk reception taboo

1. Sit down and greet the guests.

At present, in order to show sympathy for employees, many hotels change the service of standing at the front desk to serving guests in a casual way. That is to say, when guests come to the front desk, they stand up about 2 meters away from the front desk, say hello to the guests and signal them to sit down, and then the receptionist sits down to handle the relevant formalities for the guests! However, since the change to sitting service, it has been found that many hotel receptionists are too lazy to stand up when guests come, just sitting in their seats and greeting guests and then directly handling business, which should be resolutely put an end to.

This is a reflection of service consciousness. The style of the hotel is humanized, but the guests don't feel respected, so the receptionist should remember that even if you are a hotel-style sitting service, the guests should stand up and say hello to them when they are about to walk to the front desk. Secondly, when sitting, they should keep an elegant sitting posture, and never lie on the back of the chair or make some other movements.

2. No smile

Smiling is the most basic action of human beings. For the service industry, smiling service is very important. Smile service means that the waiter provides services for the guests with a sincere smile; At the same time, it also reflects the beautiful mind and noble sentiment of a waiter.

Smile service is not just a smile on your face, but a sincere service to customers. Imagine if a shop assistant just smiles blindly and knows nothing about the inner thoughts and demands of customers. What's the use of this kind of smile? Therefore, smile service, the most important thing is to treat customers as relatives and friends emotionally, be happy and sad with them, and be intimate friends of customers.

Avoid boredom

Sometimes individual customers will lose their temper or say something exciting because of fatigue or mistakes in our work, but the receptionist must not show impatience because of the impoliteness of customers. On the contrary, we should make our guests aware of their rudeness through positive and enthusiastic service.

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