Basic knowledge of reception etiquette at the front desk

Basic knowledge of reception etiquette at the front desk

The property management industry belongs to the service industry. Customer first. Service first? As a service tenet, we should pay attention to politeness and etiquette when serving customers. The following is the basic knowledge of property reception etiquette that I share with you. Welcome to read and browse.

A, property reception etiquette work should pay attention to the following points:

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 stick to the timetable strictly. 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.

Second, the telephone reception etiquette

Pick up the phone at the second and third rings. What's the first thing when you answer the phone? Hello? Company? Answer the phone in a relaxed and happy tone. Don'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.

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.

Third, the reception etiquette

Welcome etiquette refers to the etiquette of reception service personnel when welcoming guests. This kind of etiquette can not only reflect our welcome and attention to the guests, but also reflect the specifications and thoughtful service of the reception.

1, guests come to the door and greet warmly.

After the guest enters the door, the receptionist should take the initiative to stand up and say enthusiastically? Hello/good morning/good afternoon, what can I do for you? Who are you looking for? Smile, speak appropriately, don't be slow and indifferent.

Step 2 stand up and sit down

Warmly greet the host to sit down, and please pour a glass of water. If the host doesn't sit down, the receptionist can't sit down, and the guests can't sit down and talk to them when they are standing.

For the old, weak, sick, disabled and young guests, we should take the initiative to help and take emergency measures at any time.

If you have important work at hand, you can't finish it for the time being.

It should be said: Excuse me, please wait a moment. ? Then quickly handle the affairs at hand and receive guests.

Fourth, Fujian etiquette.

Welcome etiquette refers to the etiquette of reception service personnel when welcoming guests. This kind of etiquette can not only reflect our welcome and attention to the guests, but also reflect the specifications and thoughtful service of the reception.

1. When guests leave, they should take the initiative to get up and walk to the door and say? Goodbye/take your time/welcome again. ?

2, for important guests, if necessary, should organize managers and service personnel lined up in the hall or at the door to welcome, the team should be lined up in a row, full of energy, neatly dressed, smiling.

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