Personal image mainly refers to the personal natural conditions, appearance, appearance and manners of the receptionist.

First, the requirements of natural conditions.

The receptionist must be healthy, tall, well-proportioned, with regular facial features and full of energy.

Second, the instrument and appearance requirements

1. the concept of appearance refers to the appearance of people. It includes appearance, clothing and posture. It is the external embodiment of people's mental state. Appearance mainly refers to a person's appearance.

A clean and decent appearance, a warm and sincere attitude and a peaceful mind are the basic conditions that a receptionist must have. It reflects the good quality and accomplishment of the receptionist, as well as the confidence and sense of responsibility for the work.

2. Instrument and appearance specifications

(1) Dress according to the regulations. Clothes should be ironed flat, clean and free of oil stains, and buttons should be complete and flawless.

(2) Shoes and socks are clean, and black leather shoes are clean, bright and undamaged. Male employees' socks are generally black, while female employees' socks should be similar to skin color, and socks should not be exposed.

(3) Wear a service card. Wear the service card correctly at the left chest.

(4) Male employees with clean faces often shave, while female employees wear light makeup instead of heavy makeup. You should master the necessary knowledge of beauty, health care, skin care and makeup.

(5) The hairstyle is beautiful and generous, and the hair is often combed without dandruff. Male employees do not have long hair, big sideburns or moustaches. Female employees don't wear shawls, it's best to keep short hair and avoid using colorful and weird hair accessories.

(6) Accessories such as rings, necklaces, bracelets, bracelets and earrings are not allowed (except wedding rings).

(7) Take a bath and change clothes frequently, and change the tooling frequently, and there is no peculiar smell on your body.

(8) Keep your hands clean and trim your nails frequently. Female employees are not allowed to wear colored nail polish.

(9) Avoid foods with peculiar smell. Don't eat food with peculiar smell such as onion, garlic and leek before going to work, and keep your mouth clean.

Third, the requirements of etiquette

1. The concept of etiquette refers to the attitude and manner of people's behavior. Posture mainly refers to the characteristics of human movement. Manner mainly refers to people's spiritual temperament.

The manners of the receptionist include standing posture, sitting posture, walking gait, attitude towards guests, tone of voice, tone of work and facial expression.

Step 2 behave yourself

(1) code of conduct

1) The receptionist should stand and serve with a natural and friendly smile. The correct standing posture is: stand up straight, with your body center of gravity between your feet, your feet naturally spaced shoulder-width apart, your eyes looking straight ahead, slightly chest out, abdomen in, shoulders out, and your body leaning forward. Hands droop naturally, clasped before or after crossing;

2) Night shift employees can sit down after 1 o'clock in the morning. When the guests come, stand up and receive them at once. The correct sitting posture is: sit upright, with a straight waist, a straight chest and naturally relaxed shoulders. Sit in two-thirds of the chair. Don't sit on the edge of the chair with your legs together, put your hands in your pockets, or hold your head with your hands. Don't lean back and forth on the chair, shake your legs, cross your feet or straddle the chair, sofa armrest or table corner.

3) The waiter should not walk side by side in the lobby and other areas, but should take the initiative to signal and give way to the guests first. The correct walking posture is: the upper body is upright, the head is raised, the eyes are looking straight ahead, the walking is light and steady, the arms swing naturally, the shoulders are relaxed, and the body does not swing;

4) When the waiter talks with the guests, the gestures should not be too much and the range should not be too large. Don't point with your finger or pen. The correct posture is: when indicating the direction to the guests, the arms naturally stretch forward, the upper body leans forward slightly, the fingers are together, and the palms are up;

5) In front of guests, it is necessary to prevent rude behaviors such as yawning, stretching, ear and nose digging, burping and manicure;

6) When serving guests, don't show bored and indifferent expressions, and don't pose, stick out your tongue or make faces.

(2) speech norms

1) take the initiative to greet guests;

2) When talking with guests, be sure to stand with an interval of about 0.8- 1 m, look at each other's faces, keep a natural expression and smile;

3) Pay attention when you speak, don't look around and be careless;

4) When answering the guest's inquiry, the expression should be accurate and clear, and the language should be concise;

5) The voice of the conversation should be clear to both parties, and the tone should be stable, soft and moderate;

6) Be careful not to talk about the content or privacy that the other party doesn't want to mention;

7) Don't use negative words such as "I don't know", but answer questions actively and tactfully;

8) If the guest is in a bad mood and speaks excessively, he should not show displeasure, but should keep a calm attitude;

9) Don't speak your hometown dialect with colleagues in front of guests, and don't chat together;

10) avoid interrupting the guest's speech and let the guest finish before answering;

1 1) When you need to talk to a guest in an emergency, you should say "I'm sorry" first, and then talk to the guest with the consent of the guest;

12) when answering the phone, you should take the initiative to report to your post, extend your greetings, and then ask the guests;

13) If you need to leave the guest who is talking temporarily for work reasons, you should say "sorry, please wait a moment" first, and then come back to continue.

When serving guests, take the initiative to apologize "sorry to have kept you waiting";

14) Don't discuss the guest's behavior or dress with colleagues;

15) When talking with guests, if you find other guests approaching, you should take the initiative to signal their arrival and should not say nothing;

16) Don't look at your watch often in the process of serving guests.

In short, the front desk clerk should always remember that everyone's appearance is an important part of the customer's "first impression" of the store.

Polite manners

First, the cultivation and standards of politeness

1. The concept of politeness refers to people's respectful and friendly etiquette behavior in the process of mutual contact and communication, which can reflect the fashion of the times and people's moral level, as well as people's cultural level and civilization.

Self-cultivation refers to a certain quality and ability formed by hard study and tempering in morality, knowledge and skills.

The courtesy quality of the front desk waiter can highlight the professional ethics and civilized service level of the waiter.

2. Politeness training standards

(1) Psychological balance and initiative;

(2) pay attention to appearance;

(3) Smile sincerely and enthusiastically;

(4) Different proper appellations;

(5) speech and behavior norms;

(6) women, children and the elderly are preferred;

(7) remember to be punctual;

(8) Harmonious interpersonal relationship;

(9) Understanding and loyalty;

(10) wit and humor;

(1 1) Diligent and enterprising.

Second, the service etiquette

Service etiquette is the concrete embodiment of the politeness of service personnel. Through the performance of service etiquette of service personnel, we can directly reflect the level of professional civilization of employees and the management level of our store.

Pay attention to the following service etiquette in daily work:

1. Language etiquette

(1) Address refers to the address behavior that service receptionists should use correctly when talking and exchanging information with guests or others.

The word "sir" is usually used to address male guests. The word "wife" is generally a polite address for a woman when she knows that her partner is married. The word "Miss" is mainly used to address unmarried women. After you know the name of the guest, you can use your respectful name.

(2) Greeting Ceremony Greeting ceremony is a language that service receptionists express cordial greetings, care and wishes to guests in their daily work, combining the characteristics of time, occasion and object.

(3) The response ceremony is the etiquette behavior of the service personnel when answering the guests' questions at work. When using the response gift, please pay attention to the following:

1) Answer the guest's questions, stand up and answer, concentrate and listen attentively; Don't look sideways, or elsewhere, or absent-minded, or unable to speak, advocate the professional habit of recording while listening;

2) When answering guests' questions or asking related matters, the language should be concise and accurate, with euphemistic tone and moderate voice. Can't speak freely, or the voice is too loud, or the words don't convey your meaning;

3) If the guest speaks vaguely or speaks too fast, you can politely ask the guest to repeat it, but you can't let it go, and you can answer it at will according to your own subjective imagination;

4) When answering questions from multiple guests, take your time and answer them one by one according to your priorities. You can't just take care of one guest and ignore the other guests.

5) Be sure to hold your breath, or politely refuse, or euphemistically answer "maybe not" or "I'm sorry, I really can't meet your requirements", and behave well and not be rude;

6) If the frank criticism of the guests is really caused by improper operation or dereliction of duty, they should first apologize to the guests, thank them for their concern, and immediately report or properly handle it;

7) When answering various inquiries from guests, the most important thing is: as long as you promise what the guests want to do, you must do it as you say, and do it quickly as required, and you can't perfunctory things.

2. Etiquette and manners

(1) Greeting ceremony refers to the etiquette behavior of service receptionists when welcoming guests. There is a welcome sound when guests come and a farewell sound when they leave. In particular, we should provide courteous and thoughtful front office services according to the reception specifications, requirements and means of transportation when guests come to and leave the store.

(2) Operation Etiquette Operation Etiquette refers to the etiquette behaviors that can bring convenience and psychological satisfaction to the guests, such as the action characteristics and post characteristics displayed by the service receptionist during operation.

The work place of the receptionist is mainly in the lobby, which is in direct contact with the guests. Service reception should pay attention to "three lightness", that is, speaking lightly, walking lightly and operating lightly.

When leading a guest, you should take two or three steps to the left of the guest (about 1.5 meters) and walk with the guest at the same time. When you meet a step or corner, turn around in time to signal the attention of the guests. When taking the elevator, guests should be polite first.

The personnel at the front desk are United and cooperative, with tacit understanding. In case of poor work links and wrong arrangements, don't show your complaints in front of guests, but keep self-control and take euphemistic and positive remedial measures as soon as possible.