Basic reception etiquette specification at the front desk

Basic reception etiquette specification at the front desk

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 following is what I collected for you about the basic reception etiquette norms, hoping to help you!

Common sense of reception etiquette 1. The company's front desk grooming standards

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 should be clean, nails should be trimmed neatly, male employees should not leave long nails, and female employees should use fresh and elegant perfume instead of bright nail polish.

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. When answering the phone, always say such modest words as "I'm sorry", "I'm sorry" and "Please wait a moment".

Pick up the phone at the second and third rings. When answering the phone, you should first say "Hello, XXX (company name, abbreviated if the company name is long)" and avoid starting with "Hello". If you are late for some reason, you should say "Sorry to keep you waiting" to the caller. If you know the extension number or transfer to a specific name, you can politely say "please wait a moment" and transfer immediately.

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.

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 visitor, you should get up immediately, nod and smile at the visitor: "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 he is looking for, but doesn't make an appointment, the front desk should call to ask and tell the relevant colleagues or the assistant/secretary of the leader that it is not convenient for him to receive XXX's 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.

Basic reception etiquette norms I. Image etiquette norms

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.

Uniforms should be completely clean and fit, and dirty or wrinkled clothes are not allowed.

Hair-M: Hair should not be greasy and scalp, and it should not be too long.

W: Hair should be neatly combed and tied. Don't wear exaggerated hair accessories. Only use light and generous hair accessories, and don't cover your eyes or face with your hair.

Face-M: No beard, a fresh and lovely face and fresh breath.

W: Don't wear too much rouge gouache, just make it a little more beautiful, scan the slices lightly, and apply lipstick and rouge lightly.

Hand-M: No nails, clean nails, no dirt hidden under them.

Woman: Don't leave your nails too long. Not suitable for bright red nail polish. Only light nail polish can be used.

Foot -M: Clean shoes, socks and shoes should be polished before going to work every day.

Woman: Clean shoes and socks. Don't wear colored socks. Wear socks in the color specified by the hotel. Shoe your shoes before going to work every day.

Smell -M: Keep the body smell fresh, and there should be no peculiar smell.

W: There is no strong perfume.

Second, etiquette and etiquette.

1. When working, always wear a natural smile and show an amiable attitude, which can make guests feel easy to approach.

2. Don't make small moves (always mature and steady), cover your mouth when yawning, and don't do indecent actions such as itching, picking your nose, picking your ears and picking your teeth.

Don't chew gum, smoke or eat at work.

Don't doubt the guests, serve them patiently.

5. When handling the counter documents, always pay attention to the surrounding environment to avoid the guests standing in front of the counter for a while and the employees not knowing.

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

7. Listen carefully to the guest's questions, don't interrupt the guest's narrative at will, and then answer clearly, so as not to answer irrelevant questions. If you don't know how to answer a question, you should say, "Just a moment, please. I'll check and answer your question."

8. Don't make fun of guests if they are unfamiliar with something or can't do as the Romans do.

9. The efficiency of counter staff should be fast and accurate.

10. Don't show laziness, stand upright, don't swing, don't stand against the wall or cupboard or squat on the ground, don't tilt your head, don't make faces and do strange actions.

1 1. Don't talk to each other about personal matters, quarrel or swear words except things that should be confessed at work.

12. Do not use the counter phone for personal use without authorization. If there is an emergency, you can ask your boss to use the backstage phone.

13. Use words properly, don't offend 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.

14. Don't read newspapers and books at work.

15. When walking, don't run, walk lightly, don't make any noise, and don't make any strange movements.

16. Try to remember the guest's last name and address the guest as "Hello, Mr./Ms. X" when meeting. .

17. If the guest's inquiry is beyond his authority or ability, he should take the initiative to make relevant contact for the guest, and don't just answer with "I don't know" or even ignore it.

Third, etiquette norms

The receptionist is the image spokesperson of the enterprise; Or the facade of the enterprise. 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.

Fourth, the 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. If you can't answer accurately, apologize: "Sorry, please wait a moment, I'll ask for you", and then give feedback to the guests.

Verb (abbreviation for verb) Reception etiquette is very important.

1, leaving and going out

The particularity of the receptionist's work determines that she can't leave her seat for too long, usually not more than 10 minutes. If you need to go out for special reasons, you should first find a suitable agent and explain clearly how to answer the phone.

2. Strictly observe working hours

The receptionist should strictly adhere to the timetable. Under normal circumstances, you should arrive at your post 5- 10 minutes in advance, and leave work in the afternoon should be delayed by 20-30 minutes.

Step 3 chat

We should distinguish between small talk and conversation. The front desk staff should try their best to avoid the long-term busy line of personal telephone. Should not appear at the front desk to chat with other colleagues.

4. Pay attention to etiquette and principles.

Etiquette reception of property management should pay attention to politeness, overcome the concept that service work is inferior, and realize that respecting guests means respecting yourself, so we should adhere to principles and pay attention to politeness in reception.

5. Treat everyone equally and behave appropriately.

The object of property management etiquette reception must be treated warmly, and people should not judge by appearances. You must win the trust of owners or users in your work with high-quality reception service, so that they can come on impulse and return with satisfaction.

6. Be strict with yourself and be lenient with others

In the reception service of property management, owners or users may put forward some unreasonable or even rude requirements, which should be patiently explained and treated with tolerance.

Matters needing attention in the reception of intransitive verbs

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. Receiving "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. Instead, tell the other party: "I'll go and see if he is here." At the same time, I tactfully asked the other party's purpose: "What do you want with 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 appointment time without the boss's consent. It's best to tell the visitor, "Can I call you back to confirm the appointment time?"

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. You can say, "This way, please." Go to the corner and stop, point to the direction with your finger 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 to go in first, and then go out first: "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 you open the door, you should say, "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 these things down on a note. After entering the office, apologize to the guests first: "I'm 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 to bully customers", tea and drinks should be 80% full, and drinks should be delivered with both hands. Smile and tell "your tea (coffee, drinks, etc.)." ) "at the time of delivery.

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 drink coffee or tea?" "What kind of coffee do you like?"

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.

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