What is the workflow of model house reception?

In order to improve the whole process of the service center and reflect the modern management and humanized service of the service center. Ensure that the sales service level of the whole building meets the requirements of star service, assist the sales department to do a good job in logistics service guarantee, and provide a comfortable and elegant environment for the guests visiting the building, so as to be considerate, thoughtful and careful.

I. Service reception requirements:

(1) First-class reception for VIPs:

1. The first-class reception VIP refers to the guests, visiting teams or news media led by the president, vice president, directors and assistant to the president of the group company;

2. The person in charge of the project property and all management personnel gather in the sales department and accompany them to visit and introduce until the leaders and guests get on the bus and leave;

3. Add 4-8 guards and concierge along the entrance of the building (depending on the number of guards on site) to salute, and line up at the intersection to give a hand salute when leaving.

4. Prepare frozen (summer) bottled mineral water and small towels for guests' use (give them to the guests in due course according to the site conditions);

5. Inform the receptionist in advance to adjust the indoor lighting and air conditioning to the best condition, check whether the items and sanitation between the samples are in place, and then greet the guests at the door of the sample room;

6. Each villa model house and high-rise model house should be equipped with 1 guards on each floor to be responsible for the on-site etiquette reception and related follow-up work.

(2) VIP secondary reception:

1. The second-level reception VIP refers to the guests, visiting teams or news media led by the leaders of group companies and subordinate companies or received by telephone;

2. The person in charge of the project property and all the management personnel present will gather in the sales department and accompany them to visit and introduce until the leaders and guests get on the bus and leave;

3, set up two guards at the door of the business department to salute to meet;

4. Prepare frozen (summer) bottled mineral water and towels for guests' use (hand them over to the guests in due course according to the site conditions);

5. Inform the receptionist in advance to adjust the indoor lighting and air conditioning to the best condition, check whether the items and sanitation between the samples are in place, and then greet the guests at the door of the sample room;

6. Each villa model house and high-rise model house should be equipped with 1 guards on each floor to be responsible for on-site reception and follow-up.

(3), general guest reception:

1, the average guest refers to the guest who comes to the sales department to look at the building;

2. The model room receptionist receives guests according to the "service process requirements".

Second, the service process requirements:

1, model room receptionist greets guests:

1) When the guest walks 3 meters away from the pillar in the model room, he stands up and greets the guest with a smile: "Hello, welcome to XX model room".

2) The guest enters the rest area of the model room and reminds the guest: "Hello! Please put on the shoe cover. " Pass the shoe covers to the guests in turn.

3) If there are many guests, remind them in turn: "Please wait a moment, please put on your shoe cover." Enter the model room with the last guest.

4) If a salesperson accompanies you in, the receptionist is always waiting at the door; If there are old people or children, you must always care and take care of them.

5) If there is no salesperson, the receptionist must take the initiative to communicate with the guests.

2, explain the model room:

Appearance, perimeter, apartment structure, orientation, area-hall-living room-master bedroom-master bathroom-second bedroom-second bathroom-dining room-kitchen-balcony, etc. Be introduced and explained one by one.

3. Customers check the sample room:

If no explanation is needed, the receptionist said, "Take your time and let us know if necessary." Back to the door.

Step 4 leave:

"Thank you for coming! Welcome to come again next time! " Bow politely to see the guests off.

5, the receptionist's words and deeds:

1) Moderate voice, clear articulation and steady rhythm, mainly for customers to hear clearly;

2) Listen to customers' questions and answer them after a moment's thinking;

3) Pay attention to every look of the customer and think about what he wants to know;

4) Stand upright, be generous and decent, and don't lean, cross your arms or swing for no reason;

5) When leading customers, the distance is appropriate and the manners are decent.

Receiving the requirements of model houses

1. Go to work on time, don't be late, don't leave early and don't get off work. No matter why you leave your job, you need to get the consent of your superiors in advance. You need to apply for sick leave in advance and need a hospital certificate. You can take a vacation after approval, and it is forbidden to change shifts without permission. If changes are needed, prior consent should be obtained.

2. During working hours, you must wear work clothes and work number plates. According to the requirements, light makeup, neat and energetic; 3, strictly abide by the company's etiquette, courtesy, words and deeds;

4. Don't do anything unrelated to work during working hours. Don't read the newspaper, don't chat, don't chat with communication equipment. No snacks. Don't play with your mobile phone. Don't leave your post for no reason. Don't string posts at will.

5. Always keep your appearance dignified and tidy, and dress neatly to make others feel kind; 6. During work, personal emotions will not affect work and customers;

7. Don't argue with customers at any time;

8. Establish a sense of service, treat every customer with enthusiasm, generosity and kindness, focus on service with a smile, and smile from the heart.

Model room reception work content

1, responsible for the daily operation and supervision of the overall service of the model house;

2. Adhere to the language and posture specifications of the designated position;

3. Warm, friendly, patient and meticulous to provide tourists with high-standard and high-quality services;

4. Assist the sales staff to do a good job in the reception of houses and maintain the order of houses;

5. Assist the cleaner to clean the model house;

6. Be familiar with the placement and use of fire fighting equipment, and do a good job in safety, fire fighting and theft prevention;

7. Be familiar with the structural direction, area and number of households in Xing Tao, and be able to preliminarily answer customers' inquiries. For uncertain problems, customers can be guided to understand through property consultants;

8. Be familiar with the items placed in the sample room to ensure that the items are not lost or damaged. Enter the example room every day to carefully check and sort out related items, check the records, and report in time if there is any abnormality;

9. Check whether the facilities, equipment and lighting in the sample room work normally, and record and notify relevant personnel if the facilities and articles are damaged;

10, supervise that no one may use the facilities and equipment of the model house;

1 1. If you find anything left by customers, you should report it immediately and hand it in. It is strictly forbidden to open the left-behind items without authorization;

12, responsible for the uninterrupted cleaning of the model house;

13, responsible for the distribution, recycling and statistics of shoe covers in model houses;

14. When the customer leaves the sample room, the receptionist will promptly restore the items and areas used by the customer or sales staff;

15. If tourists damage anything in the model room, the receptionist should first care whether the tourists are injured. If the visitor indicates that he is injured and needs first aid, he should immediately inform his superiors to take first aid measures. If the visitor says there are no obstacles, the salesperson and receptionist will sign the certificate and hand it over to the sales company to decide whether compensation is needed;

16. If you accidentally destroy something, you should report it immediately. It is strictly forbidden to handle or hide it without permission.

17, do a good job in the standardized use and storage of walkie-talkies;

18, improve safety vigilance, prevent all accidents, report suspicious personnel in time, handle and solve problems correctly in time if there is an emergency, and report to the superior;