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Hotel Receptionist Manners: Service First

2016/12/16 22:16:00 44

ReceptionistReceptionistEtiquette

The quality of the hotel's service has a certain impact on the hotel, and how to win the trust and return rate of the guests, some service etiquette at the front desk must be done.

  

First, front desk telephone.

Ceremony

1. goods preparation

In peacetime when we work, we should prepare the paper and pen beside the telephone to record the telephone content of customers conveniently.

2. hold the microphone in your left hand.

Most people use the right hand to pick up the telephone receiver, but in the process of telephone communication with customers, they often need to make necessary written records.

When writing, usually the microphone is clipped on the shoulders, so that the phone can not be easily clamped down and shrill, so as to bring discomfort to the customers.

In order to eliminate this unhealthy phenomenon, we should advocate using the left hand to hold the receiver, write or manipulate the computer with the right hand, so that we can easily achieve the purpose of communicating with customers.

Three

Answering time

Answer in the three ring of the phone. If something delays the time of answering the phone, you should apologize to the client when you receive the call.

4. maintain a correct attitude.

The correct posture should always be maintained when answering the phone.

Under normal circumstances, when a person's body slightly sinks, when the Dan Tian is oppressed, it is easy to cause the sound of Dan Tian not to be emitted. Most people use the chest in speech, so it is easy to dry up. If using the sound of Dan Tian, not only can make the voice have magnetism, but also will not hurt the throat.

Therefore, keep sitting posture, especially not on the edge of the table, so that the voice can be natural, fluent and pleasant.

Besides, keeping a smiling face can also make the caller feel your joy.

5. repeat phone content

Before answering the phone, do not forget to repeat the key points of the call, prevent misunderstandings caused by recording errors or deviations, and make the whole work more efficient.

For example, information on meeting time, location, telephone number, area number and so on should be checked, proofread and avoided as far as possible.

6. thanks

Finally, to thank customers is the basic courtesy. Visitors are guests and guests are respected.

Another thing is to remember to ask customers to hang up the phone first after the phone is over, so we can hang up the phone again.

Two, hotel receptionist service etiquette specification

1. image etiquette standard

Courtesy and hospitality are not enough. Receptionists in the hotel must pay attention to their image and etiquette. Men's hair should not be too long, their hair should not be greasy and scalp. Women's hair should be neat and neat, long hair should be tied up, not exaggerated hair accessories, only lightweight and generous hair accessories, and hair should not cover up the eyes or face.

Facial modification: Men mustn't have a beard. The face should be refreshing and pleasant.

Ladies should wear light makeup, but do not apply too much rouge powder. They should only be slightly modified.

Body modification: no long fingernails should be allowed. Women should not wear bright nail polish. If you take frequent baths, you may not smell bad, and you can not spray too much perfume.

2. reception etiquette standard

When the guests came to the counter, they immediately put down the documents they were working on, politely asked for peace, and showed that they had been professionally trained, competent and capable of serving their guests.

For guests, we should listen carefully and answer later.

To answer questions with patience and not to answer accurately, you should apologize: "excuse me, please wait a moment, I'll help you ask".

3. etiquette etiquette

The receptionist should pay attention to your posture, sitting posture, body language, gaze, and smile during work. When working, you often show a friendly smile with a natural smile, which makes guests feel close to you.

Do not make small gestures, yawn to cover the mouth, do not make itching, digging nose, picking ears, pick teeth and other indecent movements.

No lazy mood should be displayed, posture should be straight, no swing of body, no standing on the wall or cabinet, squatting on the floor, not tilting the head and making faces.

If you use proper words, you must not offend the guest, nor do you flatter. Your voice should be gentle, not too big or too small. Be clear about what you want to say; always smile.

  

Three, hotel front desk

Reception

taboo

1. sit and welcome guests.

At present, many hotels in order to sympathize with their employees, the front desk service instead of sitting in the form of service for guests, that is to say, when guests come to the front desk, they probably stand up 2 meters away from the front desk, greet the guests and show the guests to sit down, and then the receptionist sits down to do the relevant procedures for the guests. But after changing into the sitting service, many hotel receptionists find that when the guests come, they are too lazy to stand up and directly sit on the seats to greet the guests and then directly deal with the business, which is to be resolutely eliminated.

This is a manifestation of service consciousness. The hotel type is humanized, but the guests do not feel respected. Therefore, receptionists should remember that even if you are sitting in a hotel style sitting room, when guests are coming to the front desk, they have to stand up and greet the guests. The next time is to sit gracefully while sitting, and not to lie on the back of the chair or have some other actions.

2. avoid being bored.

Sometimes, individual customers are angry or tired of their work, or some excited words. But the receptionists must not be impatient because of their impoliteness.

On the contrary, we should make our guests aware of their rudeness through active and enthusiastic service.

3. no smile

Smile is the most basic action of human beings. For the service industry, the most important thing is smiling service.

Smiling service refers to the service provided by the waiter to the guests with a sincere smile. It also reflects the good spirit and noble sentiment of a waiter.

A smile service does not mean that it is only a smile on the face, but rather a sincere service for the customer. If a salesperson smiles only, but does not have any idea of what the customer wants, what does he ask for? What is the use of this smile? Therefore, the most important thing is to serve the customers as relatives and friends when feeling, and to be happy and sad with them and become the intimate people of the customers.

For more information, please pay attention to the world clothing shoes and hats and Internet cafes.


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