About the reception etiquette of the property front desk?

Etiquette is very important in our daily life. Do you know what the reception etiquette of the property front desk is? The following is for everyone, I hope you like it!

Etiquette of answering the phone at the front desk of the hotel

Answer the phone: pay attention to polite expressions:

Answer the phone within three rings.

Warm attitude and positive response. Warm and pleasant tone.

Speak clearly, kindly, enthusiastically and with respect.

Important matters should be recorded: the name, telephone number and nature of the caller.

Second, make a phone call: concise, clear and polite.

Articulate, speak at a moderate speed, and have a friendly and natural tone;

Greetings to you, self-reported company, position, name, thank you for the people passed down from generation to generation;

Use civilized language, confidence, etc.

Important customer visits should be prepared in advance.

Front desk answering skills

The basic requirements for answering the phone at the front desk are: to determine the phone number of the other party and the name of the receiver. If possible, choosing the appropriate call time can improve the call effect. Have a pen and paper ready before you make a phone call. Make a memo. The memorandum should be simple and clear, and record the main contents, such as name, time, place, content, reason, treatment result, etc. In addition, telephone skills used in different situations include:

Basic response of telephone service:

Answer the phone immediately when it rings. If the phone rings more than four times before someone answers, you must say you are sorry. Sorry to have kept you waiting. ; Use appropriate greetings. Speak clearly, softly and in a moderate tone.

If you are dealing with an emergency, you should answer the phone immediately when you hear it ring, then apologize first and explain to the other party: sorry, please wait a moment; , or ask if you can make another call or another time. For example:; I'm terribly sorry. Would you please dial * * * again? ; If you keep the phone waiting, you should say: Sorry to have kept you waiting. ; Or; I'm sorry to waste your time; .

If the phone is disconnected in the middle, generally speaking, the party answering the phone should put down the phone, wait for the other party to dial again, and the caller will dial again. After reconnecting, add a sentence; I'm very sorry that we were disconnected just now. ;

Specify the person to answer. Important things are being dealt with:

Determine whether the situation is urgent.

Apologize when you can't answer the phone right away.

Tell the other party when it is convenient for the parties to answer.

Try to take notes on telephone contact matters.

When the designated person cannot come forward:

Can you leave a message for the client when he is out?

When the other party is not in but in an emergency, leave the phone number of the other party and let the other party call back actively.

When both parties are busy, inform each other and call back afterwards.

When the client is on a business trip or sick leave, inform him of the date of returning to the store or terminating his vacation.

When entrusted to take a message:

Make full use of information sheets or post-it notes.

Record the other party's name, call item, time and date on the note.

Repeat the contents of the project to avoid mistakes.

Say your name as a sign of responsibility.

Message notification must be delivered to the designated party.

At the end of the conversation:

Say goodbye sincerely.

Don't put down the receiver until the other party has finished the phone call.

Gently put down the receiver.

Make records and summarize.

Reception etiquette at hotel front desk

Attention should be paid to the following points in the reception etiquette at the front desk of the hotel:

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, not polite to guests, and not judge a book by its cover. 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.

Telephone reception etiquette

Pick up the phone at the second and third rings. When you pick up the phone, you should say "Hello, XXX Company" first. The voice of picking up the phone is not urgent or slow, so always keep a relaxed and happy tone. You shouldn't lose your temper, lose your temper or even swear at 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".

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.

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 "hello/good morning/good afternoon." What can I do for you? " /"Who are you looking for?" Smile, use proper body language, and don't be slow or 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.