Rules and regulations of housekeeper in property lobby

Job description of the general manager of the lobby: receive all kinds of service demands and complaints from the owners, register visitors entering and leaving the building, register and release the articles brought out, supervise the environmental sanitation of the lobby, and answer the property inquiries of residents.

Please refer to the front desk management system of the property company:

3.9. 1 system content

1. Front desk handover system

1] Manage the workbench to make the next shift feel clean, comfortable and organized.

2] The successor shall record the work progress of the class in detail and truthfully report to the successor.

3] Successors should read the work diary carefully to understand the work of the previous shift.

(4) The successor shall clearly answer the questions raised by the successor and check the equipment operation with the successor.

5] If the successor finds that the successor did not finish the work seriously, or found problems in the inspection, he should ask the successor. If the successor can't give a clear answer, the successor can refuse to take over and report to the superior leader for handling.

[6] Successor inspection work is completed, and when there is no doubt about the successor, the successor's work is finished.

7) Handover inspection record:

(1) Each shift should be recorded by a special person.

(2) The record must be signed by the successor, and the manager and the director on duty are responsible for reviewing and signing it every day.

(3) Handover inspection items.

2. Front desk service management system

The work at the front desk is supervised and managed by the customer service director. In order to make the front desk service conform to the specifications, service personnel should abide by the following systems in their work:

1] Warmly welcome customers, take the initiative to say hello, and be dignified and tidy.

2] It is forbidden to be empty. In case of special circumstances, ask the foreman for instructions, and someone can take over before leaving.

3] Stand in front of the reception desk at 8: 10-9: 00 every day, always face the lobby when standing, stand upright, and don't lean against the reception desk; Stand at the reception desk to receive service when requested by guests.

4] When you meet a manager or an important customer, you must stand up, smile and say hello.

5] Answer and make personal calls for no more than 5 minutes, and don't joke and chat while on duty.

6] When you receive a customer's inquiry about service, you should answer the questions, be polite to others and take pains to ask questions.

7] Once you encounter a customer complaint, whether it is correct or not, smile and accept it first. If you can't solve the problem yourself, you should report to the foreman immediately.

8] If foreign guests ask customers in the building, they can only provide the room number, and pay attention to confidentiality discipline.

9] When special circumstances cannot be handled in time in the lobby, report to the foreman or customer service director quickly.

10] Keep tables and countertops clean, and don't put anything unrelated to work.

area of application

Management of customer service at the front desk of the building

3.9.3 Management standards

1. When answering the customer's inquiry, you should speak standing instead of sitting. Listen attentively and don't look sideways at other places. Speak with a smile, cordial and enthusiastic.

2. If the customer speaks too fast or vaguely, you can kindly say, "Sorry, please speak slowly." Or "I'm sorry, could you say that again?"

3. For questions that can't be answered at the moment or can't be answered clearly, you can apologize to the customer first, and then answer the customer after asking or asking for instructions. No matter what you promise the customer, you must keep your promise.

You should be witty, articulate and have a proper voice when answering customers' questions. At the same time, you should stop what you are doing, and you can't just focus on one person and ignore others.

5. Respond to customers' reasonable requirements as soon as possible. Be calm about excessive or unreasonable demands on customers.

6. If customers praise your good service, don't be complacent. You should humbly answer: thank you for your compliment. This is what I should do.

7. Smiling and sincere service is the basic requirement of front desk reception, and a good atmosphere of "smiling to welcome guests" should be established in service work.