Hotel Receptionist Service Etiquette Specification

The hotel receptionist is the image spokesman of the hotel, or the facade of the hotel.

Therefore, the receptionist is required to sit, stand, walk and walk in order to maintain a good mental outlook.

When we work, we should prepare the paper and pen next to the phone to record the customer's telephone content.

Most people used the right hand to pick up the telephone receiver. However, in the process of telephone communication with customers, it is often necessary 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.

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.

To maintain correct posture, you should always maintain the correct position 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.

repeat

Don't forget to recite the key points of the call before you finish answering the content phone to 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.

Thank you. It's a basic courtesy to say thank you to customers. It's a 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.

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.

Standard courtesy, hospitality and hospitality are not enough. Hotel receptionists should pay attention to their image and etiquette, men's hair should not be too long, hair should not be greasy and scalp, ladies' hair is neat and neat, long hair should be tied up, not too exaggerated hair accessories, only light and elegant 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.

Reception etiquette standard guests come to the counter, immediately put down the documents being processed, polite question, showing a professionally trained style, competent and capable of serving the 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".

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