Job responsibilities of hotel front desk reception
1. Receive customers' inquiries and complaints, answer customers' inquiries and complaints, make records, inform relevant personnel of the problems to be handled in time, and track the results.
2. In accordance with the requirements of system documents, check-in formalities for residents, guide residents to fill in check-in information in a standardized way, and regularly sort out, check and register information and submit it to the reference room for archiving.
3. Responsible for going through the formalities of home decoration, collecting relevant information according to regulations, strictly examining the qualification of decoration construction team and valid certificates of decoration workers, handling decoration permits and temporary passes for decoration construction personnel, and making records.
4. Be responsible for handling the parking space lease procedures, carefully verify the owner's information, sign the parking space lease agreement and the parking space use service agreement, input the information into the computer, handle the parking IC card and make registration.
5. In strict accordance with the company's regulations, handle the renovation refund formalities according to the renovation acceptance.
6. Make statistics on business information such as check-in every week and report it to the information manager before coming off work every Thursday afternoon.
7. On the last day of each month, report the work of the month to the department head and communicate with colleagues regularly.
8. Be responsible for the maintenance of the management office and the return visit of domestic service, record the return visit in detail in time, and report it to the head of the affairs department before 25th.
9. Be responsible for regularly updating the telephone contact list of managers and the telephone contact list of the company.
10. Complete other tasks assigned by superior leaders.
Hotel reception service standard
1. Wear tooling according to the regulations, dress neatly, wear badges, comb your hair neatly, and don't wear heavy makeup before going to work;
2. When the host visits, he should stand for service, stand upright, keep a natural and cordial smile, and not leave his post at will during working hours;
3. Be polite and considerate when complaining, and answer patiently. See the host take the initiative to say hello, the language specification is clear, do not shirk when encountering problems, and treat them equally. If you are busy, please wait patiently and understand, so as to provide thoughtful and meticulous service;
4. Take the initiative to be enthusiastic about the owners. When individual owners make unreasonable words and deeds, they should be rational, emotional, not abusive, and not abusive with the owners.
5. When answering the phone, the language specification is clear, the attitude is cordial in A Niu, the service is fast and accurate, the complaint content is carefully recorded, and people are sent to deal with it or report to the competent leader in time, and the solution or reply is made within 24 hours, so that everything is settled and the pieces are echoed, and the return visit is made quickly afterwards and recorded; Complaints that cannot be handled that day should be reported to the supervisor and manager before going to work; 6. When the complainant accepts the complaint, the receiver must truthfully record it and shall not evade it; 7. Adhere to the principles in the reception work, handle affairs impartially, do not be selfish, consciously resist unhealthy practices, strictly abide by the law and discipline, and do not abuse power for personal gain.
8. Do a good job in check-in, decoration and warranty. ) records, clear, accurate, timely and error-free;
9. Ensure that all kinds of work supplies at the front desk are in good condition, clean and orderly, and the surrounding environment is clean and beautiful;
10. Receiving maintenance: Owner's warranty record (reservation at the same time)? Fill in the dispatch list? Notify the maintenance worker (paid service receipt)? Maintenance results confirmed by the owner? Send the work order back to customer service? Customer service return visit? Save it in a file.
Communication skills between property receptionist and owners
(1) A good audience service center can happen every day, including crying, noisy and noisy, and sometimes it is simply a big stage. Everyone wants a calm day, and it is not difficult to realize this wish. As long as the receptionist learns to listen to every owner and deal with the owner's affairs in time, the goal can basically be achieved.
The receptionist should learn to listen attentively to build the trust of the host, listen attentively and patiently to questions, be good at discovering hidden information, and try to answer questions concisely and effectively. Don't be smart for a moment and interrupt the other person's answer before he finishes. This is not only easy to make mistakes, but also impolite. The receptionist should pay attention to his expression and lean forward slightly to the host, which can show enthusiasm and sincere concern for the conversation.
Good at eye contact. In the process of communication, your eyes should always focus on the host, and pay attention to psychological communication by eye contact to show your confidence and respect for each other. When answering questions, you should look calm, don't drool and lose your manners.
(2) Pay attention to details. Receptionists should not only do their job well, but also participate in community activities. Community public relations is also essential. Therefore, the reception staff should master the reception skills comprehensively, use them reasonably, serve the owners and strive for 100% satisfaction of the owners.
1) makes car owners' complaints more pleasant. Some services only you can provide, including smiling and welcoming all the hosts. Sincere welcome to the owner. You can say welcome, good morning, good afternoon, hello and so on. If you know the names of some owners and call them by their first names if possible, it will make the owners feel more cordial.
2) In the service center, when some owners feel inconvenient for various reasons, you should immediately stand up and provide services and help. For example, give a child a chair to sit on, pour water for the owner, and provide the owner with necessary accessories (paper towels, pens, etc.). ).
3) Ask the contents of the owner's complaint with a friendly attitude and a timely smile, but be careful not to ignore the inquiries and complaints of other owners. In essence, the receptionist's job is to let all the owners experience the hospitality personally and let the owners get services beyond expectations.
4) As a receptionist, don't miss the opportunity to serve any owner, especially special people, such as the disabled, children, the elderly and pregnant women. Show sincerity and love to them, take the initiative to help them, especially introduce them to the situation, find someone to deal with them in time when the owner has difficulties, communicate with them, and send them away after the service is completed.
(3) Handling complaints The owner hopes to enjoy high-quality and timely service in a clean and comfortable environment. At the same time, owners often complain about trivial matters, and the receptionist's duty is to deal with the complaints of owners. You should try your best to solve the owner's complaints and let the owner leave the service center happily.
How to deal with the owner's complaint and what kind of solution to take determine whether the owner complains again. The receptionist should handle complaints properly according to the basic principles of handling complaints. In the initial work of complaint handling, the receptionist may not be able to solve some problems better. At this time, she can contact other colleagues in time and be handled by experienced people.
(4) Respect the communication and interaction between owners. Based on the principle of equality, both of them want to be respected, affirmed and understood, but they don't like being despised. Therefore, property management practitioners must have an insight into what the owners want, understand what the owners care about most, safeguard the dignity of the owners, attach importance to the owners and make them feel important.
Someone once said: If you want to be loved by others, you have to love others first. ? When we release the good information that we like the host, the host will return; When we sincerely respect and value the host, the host's eyes will shine, and then his heart will be moved and responded kindly. Therefore, there is a famous saying that if you want to be a queen, you must treat your husband as king, which means that if you want to be a queen, you must treat your husband as king.
(5) the skills of answering the phone
The human voice is the most beautiful music in the world. If the first sentence is beautiful, it will make the host who calls or answers the phone feel happy and feel free to speak. So the first voice on the phone is very important to the host, and the receptionist should adjust the tone of the first sentence to the best state. When answering the phone, say: hello, this is the service center; When you make a phone call, you should say: I am.
2) Don't put the other party far away, just put it in front of yourself. Both parties need to greet each other in telephone communication. Because telephone communication can only rely on voice to transmit information, this greeting should be sent after both parties have just made clear their identities, and the specific greeting should be determined according to the identity of the host.
3) After a cordial and beautiful greeting, the host will indicate his intention to call, and then you can further discuss this information with the host. In the process of discussion, if you encounter particularly important information or precautions, you should confirm with the owner in time to ensure the accuracy of the information obtained.
4) Wait patiently for the host to finish, and politely say goodbye to the host at the end of the conversation. After the other party says goodbye, wait 2 ~ 3 seconds and then hang up the phone gently. No matter how perfect and specific the phone call is, if Mao Mao finally hangs up rashly, it will fall short and make the host very unhappy.
5) Get ready after work every day and ask for a notebook and pen beside the phone. When the owner calls, he can record the main items immediately. If he doesn't prepare these, he will be caught off guard, which will not only delay time, but also embarrass himself.