Key responsibilities of the front desk reception post

Part I: Responsibilities of the Front Desk (1) The receptionist should meet the requirements.

1, female, aged between 22 and 28.

2, good skin, light posture, height between 160- 168 cm.

3, articulate, good reaction ability.

4. College degree or above.

5. Nurse background or cosmetics sales experience is preferred.

6. Lively, outgoing, friendly and patient.

7. It is best to speak the local language.

(2) the front desk responsibilities

The main function of the receptionist is to create a good atmosphere and quickly establish a good relationship of mutual assistance and trust with the guests entering the store.

The reception area at the front desk is the first contact place when guests enter the company, so the first impression will often affect the direct judgment of the service quality and professionalism of the company. Therefore, the beautician on duty and the reception at the front desk are the first best media to create an atmosphere with the guests. So a series of simple actions, such as opening the door, greeting and answering kindly, smiling, polite expressions, praising and sending water, will produce an unexpected harmonious atmosphere if you can do it well with your heart.

1. Responsible for consulting and managing customer information.

The second is to do a good job in telephone reservation and customer registration services.

3. Call and sell tracking service at any time.

Fourth, show the service quality of the company and the establishment of professional image.

(3) the daily work focus of the front desk

First of all, before opening the store every day

1, clothing, appearance:

(1) Uniforms should be clean, tidy and free from wrinkles and stains.

(2) Wear employee badges correctly.

(3) Hair should be combed neatly, and long hair should be coiled into a uniform bun. Short hair gel doesn't cover your face.

(4) There is no peculiar smell in the mouth.

Keep smiling and energetic.

2. Attend the morning meeting to learn about the priorities and precautions announced by the store manager that day.

3, do a good job of cleaning:

(1) Information Desk: All forms should not be left idle on the desktop, and the desktop should be kept clean and tidy. Customer information cards should be placed in a fixed location for easy classification and use.

(2) Product showcase: Wipe the glass of the showcase and check the lighting of the showcase.

(3) Drawers: All nursing cards and stationery should be prepared, and it is not enough to collect them in time to keep the drawers tidy.

(4) Audio rack: CDs should be placed on the CD rack, not idle on the CD player, so as to keep the audio equipment clean and dust-free.

4. Product cabinet display:

(1) Bright lighting can make members turn their eyes to the display case and pay more attention to the product image.

(2) The products on the display shelf should be suitable and the display should be beautiful. Products of the same brand should be displayed centrally to highlight the brand image.

(3) The products on display should be complete, so that members can improve their purchase options and opportunities.

(4) Product display should be placed where members can easily see and touch, so as to enhance their interest in consumption.

(5) The product display cabinet should always keep the glass on the counter spotless, and the product itself should be wiped clean to maintain the hygiene and good image of the product.

(6) The projector lamp in the product showcase is consumable, and the bulb should be kept at any time to prevent it from being replaced in time when it is damaged.

(7) Labels, posters and small billboards can be arranged around the display cabinet to attract members' attention and actively ask questions.

(8) The work of exhibition is mainly to attract members' attention and increase their interest in buying, but if there is a front desk staff to explain, it will certainly achieve better results.

(9) Clearly display the price and Chinese label of the product, so that members can understand the efficacy and price of the product.

(10) The projector lamp in the showcase will generate high temperature, so the position of the product should be properly adjusted when displaying the product to avoid the high temperature affecting the product quality.

5. Preparation and cleaning of test products:

Put the sample on the display cabinet that is easy to take, and cover it in time after use to avoid the deterioration of the product caused by dust and bacterial pollution.

6, cashier preparation:

(1) Check whether the reserve fund and change are sufficient, and check whether the business income of the safe or savings office has been correctly counted and settled the day before.

(2) Check whether the statements of the previous day are filled in correctly, and whether the statements and materials that should be returned or returned to the company today are ready.

(3) Whether the triplicate form and invoice at the front desk are ready.

(4) Whether the card swiping machine operates normally and whether the card swiping paper is replenished in time.

7. Formal inspection:

Tripartite table, member reservation table, beautician duty table, beautician shift number table, business day report, member information card, slimming record card, breast enhancement record card, commodity record table displayed at the front desk, nursing card (monthly card, season card, semi-annual card, annual card, promotion card) and various business seals.

8. Manual required for consultation:

Product manual, skin care manual, slimming manual, breast enhancement manual, etc. , and the charging standards for various services.

9. Inspection of various items during the promotion period:

Gifts, lottery boxes, promotional racks and various posters, brochures of promotional activities, experience vouchers, vouchers, the quality and effect of on-site layout and music tapes.

10, audio and music tape preparation:

(1) You can choose light music to improve your morale at the beginning of your business.

(2) The volume is fixed and cannot be changed too much at will.

1 1. The first beautician on duty is scheduled to start duty on the same day.

12, get ready, check your appearance again, and start a busy day.

2. During business hours

1 front desk etiquette:

(1) store etiquette

A. keep smiling anytime, anywhere.

B. be familiar with standard terms of service and customer dialogue skills.

C. under no circumstances should you quarrel with customers.

D when customers have misunderstandings, they should first admit the mistakes and then explain the reasons politely.

E. We should sincerely accept customers' complaints, listen modestly and make improvements.

F. Don't cheat customers.

G. If the customer's lost property is found, it should be immediately handed over to the store manager, and the time and place of discovery should be explained so as to facilitate the announcement of the customer.

Be patient with customers and speak in a gentle and friendly tone.

First, when serving customers, we should carefully ask customers' needs, always pay attention to their emotional reactions, and give appropriate comfort when necessary.

J. always praise, respect and care about customers.

K. Introduce products and companies in a timely and proactive manner, and sincerely answer guests' inquiries.

When dealing with customers, you should keep a proper distance, don't make false promises, make any promises or be too casual.

Remember the names of members, so that customers will feel highly valued.

Noun (abbreviation for noun) Customers who enter the door after or near closing time should still be treated politely and should not drive away or be impatient.

O customers are always important, so customers should be received first, and then manufacturers.

Page (abbreviation of page) If there are any unresolved events, you should immediately report to the supervisor for help.

Q. Waiting for the customer's posture: straighten your waist, keep a smile on your face, and don't lie prone on the table.

(2) clothing instrument:

A. don't put on makeup in the business place.

B. Don't wear heavy makeup or extravagant or exaggerated jewelry.

C. don't put on makeup or change clothes in the guest area.

D. Don't eat spicy food during working hours, so as not to cause bad breath.

(3) Speech:

A. avoid using buzzwords.

B. use technical terms correctly, too much or too little is not good.

C. don't directly criticize the mistakes of members.

D. don't yell at the members.

E. don't argue with members.

F don't criticize customers, colleagues, bosses and companies in private.

G. there shall be no words and deeds that criticize the company and damage its reputation.

H. there is no quarrel or abuse between colleagues.

(4) Attitude:

A. don't be listless, expressionless or indifferent in the shop.

B. don't harass customers or show contempt at will.

C. don't be impatient or drive away customers.

D. don't look or peek at customers.

E. don't be indifferent to customers who just look and don't buy.

⑤ Behavior:

A. don't stare at customers.

B. don't point fingers at customers.

C. Don't disturb colleagues who are receiving customers for personal reasons.

D. don't chat with others while receiving customers.

E don't eat at the same time when receiving customers (indecent attitude, slurred speech).

F. don't take a nap in the shop.

G. don't laugh loudly in the shop.

H. Don't talk loudly, talk in groups or whisper in the store.

Don't read books, newspapers and magazines in the shop.

J. don't listen to the walkman in the shop.

K. don't chew gum in the shop.

You are not allowed to leave your post at will during working hours.

Mi (short for meter) does not receive relatives and friends during working hours (if you want to visit, you can say hello first, but don't just talk about personal matters. When the guests come, you should ask your relatives and friends to wait.

Don't make personal calls. If you call or answer the phone with the permission of the supervisor, make a long story short.

O. don't lie down or pose indecent.

Page (abbreviation of page) Don't play music (such as non-music tapes or religious tapes and broadcasts) beyond the regulations.

Q: Don't run fast in the store (except in an emergency).

Third, the working hours before work

1. Before leaving work, settle the business expenses of the day, fill in the statements as required, and confirm the final turnover.

2. Store the operating expenses table in the safe, and the early shift personnel will submit it to the finance department the next day and check whether the drawer is locked.

3. Inventory the display cabinets and products in front desk inventory, fill in the inventory table of front desk products on that day, and check them one by one.

4. Fill in the log book.

5. Turn off the product showcase, front desk lighting, water dispenser, air conditioner, stereo and other power supplies.

6, ready to leave, still need to pay attention to safety, close the door, end the day's work.

7. On the way home, pay special attention to your own safety.

Four, the front desk display and layout considerations

(1) Bright lighting can make members pay attention to display cabinets and make them pay more attention to products.

(2) The products on the display shelf should be properly displayed, emphasizing the aesthetics of the display. Products of the same brand should be displayed centrally to highlight the brand image.

(3) The products on display should be complete, so that members can make purchase choices, thus improving the purchase opportunities.

(4) The product display should be placed where members can easily see and touch it, so as to improve members' knowledge and understanding of the products and promote the purchase demand and interest.

(5) Always keep the glass in front of the product display cabinet spotless, and the product itself should be wiped clean to maintain the hygiene and good image of the product.

(6) The projector lamp in the product display cabinet is consumable, and the bulb should be kept at any time to prevent it from being replaced in time when it is damaged.

(7) Labels, posters, small billboards, etc. can be arranged around the display cabinet, which can increase the aesthetics and attract members' attention and actively ask questions.

(8) Exhibition work is mainly to attract members to increase their interest in buying, but if there is a front desk staff to explain, it will definitely achieve better results.

(9) The product price and Chinese label should be clearly displayed so that members can understand the efficacy and price of the product.

(10) The projector lamp in the showcase will generate high temperature, so the position of the product should be properly adjusted when displaying the product to avoid the high temperature affecting the product quality.

Five, telephone etiquette and matters needing attention

(1) Ask the other person's name immediately, tell them your own name, and start calling each other in the conversation. In this way, the caller will feel respected

(2) Answer the phone in a friendly and energetic tone. Sentences and words should be elegant and the volume should be moderate.

(3) Don't forget to tell the caller about the current promotion or special offer, and arouse the interest of the other party.

(4) Emphasize that every service item is designed for the special needs of members, showing a professional image.

(5) The best way to answer Members' questions is to provide concise and correct information. For example, the content of promotional activities, preferential prices, the efficacy of new products, etc ... so be very clear about professional knowledge and activities in advance. And grasp the complete information at any time to provide members with the most satisfactory answers. Use affirmative sentences when answering customer questions to enhance customer confidence.

(6) When members are interested in promotional contents, treatments or products, they will generally start asking about prices. You can briefly explain what suits her, but don't forget to start with the most expensive one.

(7) The explanation and communication on the phone are really limited. Interested members should leave their phone numbers and suggest coming for consultation, and arrange appointments and meetings. At this time, you should take the initiative to suggest the meeting time. If the other party has difficulties or the time is not suitable, you may wish to ask the other party to propose a meeting time and make an appointment.

(8) Don't forget to reconfirm the appointment time when you hang up, and thank the members for calling.

(9) Remind members to make an appointment one day in advance and prepare for consultation.

Six, telephone booking and telephone sales:

1, telephone booking and telephone sales:

(1) The receptionist at the front desk should prepare a telephone reservation record, which should be filled in in detail according to the time of the member's telephone reservation and the telephone number of the beautician.

(2) When the front desk receives a call from an appointment beautician, it shall inform the appointment beautician in detail and make service preparations in advance.

(3) Making an appointment in advance is helpful for beauticians to arrange their working hours reasonably.

(4) Making an appointment in advance will help members get faster and better service.

(5) If the education member makes an appointment for more than half an hour, the appointment will be cancelled automatically, and the appointed beautician will be assigned another job, and the member shall not object.

(6) Let members, beauticians and operators get into the habit of making an appointment at the store, which not only saves money and time, but also improves the service quality.

2. Telemarketing and follow-up investigation

(1) Purpose: Ask members if they have time to use skin care products correctly at home and remind them to make an appointment, and inform them of new promotion activities and new care items by phone, and investigate whether members are satisfied with you and your products, so as to improve their trust in products and beauticians and increase sales opportunities.

② Precautions:

Calling should not be too early or too late, so as not to affect the rest time of members.

B. avoid meal time as much as possible.

C clearly state your beauty center and your own name after the call, and say hello warmly.

D. Do personal care and greetings first to reduce the feeling of business atmosphere.

E then explain the main points, which are simple and clear. If she is interested, she can make an appointment for her.

F. Remember not to talk on the phone for too long. If you think the other person is busy on the phone, you should hang up immediately and make an appointment to discuss the matter in detail in the next phone call.

G. If you plan a telephone call, you should first make a list and call points to avoid duplication or omission.

Seven, cashier process and matters needing attention

1, cashier ready:

(1) Check whether the reserve fund and change are sufficient, and check whether the business income of the safe or savings office has been correctly counted and settled the day before.

(2) Check whether the report of the previous day is filled in correctly.

(3) Whether the triplicate form and invoice at the front desk are ready.

(4) Whether the card swiping machine operates normally and whether the card swiping paper is replenished in time.

2, the cashier check items in order:

(1) Are all kinds of nursing fees and special offers complete, and can they be shown to members?

(2) Can you use the credit card machine quickly, reliably and correctly?

(3) After confirming the amount received, do you repeat it to the members?

(4) Is the change amount clearly communicated to the other party?

(5) When changing money, do you remind members to count the amount?

(6) After receiving the large amount of money, do you immediately put it away?

(7) Is the screen of the credit card reader customer-oriented?

3. Packaging:

(1) When packing, put the goods or care cards into the bags one by one and lift them gently.

(2) Be careful not to damage the goods and packaging.

(3) Pay attention to the principles of beauty, firmness and quickness.

(4) Packaging with gratitude and responsibility.

4. Farewell to Fujian:

(1) Check again whether there are any omissions and whether there are any goods that should be taken away from the customer.

(2) Give the packaged care card or commodity to the customer with both hands politely, and thank the customer.

(3) Before customers leave, they should still greet them to come again.

Chapter II: Reception duties at the front desk 1. Responsible for receiving visitors.

2 responsible for newspapers, letters, express delivery and supervision.

3. Responsible for meeting room management and service.

4. Responsible for printing room management, copy review and operation.

5. Responsible for the management and service of office equipment and public environment.

6. Responsible for the recovery of daily attendance data.

7. Be responsible for the management of employees' access rights.

8. Assist in 5S work.

9. Complete other assigned tasks.

Chapter III: Responsibilities of the Company's Front Desk Reception 1. Consultation reception:

1. When answering customer's telephone consultation, you should skillfully use standard language, answer the telephone consultation warmly and politely, and answer the customer's training-related questions scientifically, patiently and pertinently, including the latest training arrangement, training/registration fees, training time, etc.

2. When receiving customers' visits, you should be proactive, enthusiastic, polite and considerate, and patiently answer customers' various questions about training. When you encounter a difficult problem, you should coordinate with the teacher to solve the problem together to ensure customer satisfaction.

3. Make a good record of the consultation registration form, and fully reflect the personal information and training needs of customers, so as to provide favorable basis for customer tracking and company marketing decision in the later period.

4. Cultivate and improve business ability, be good at observation, treat differently and be flexible. For customers visiting for the first time, you should send them the latest training materials and briefly introduce the training courses. When dealing with the consultation of hesitant customers, we should make clear the advantages of the training center, including teachers, hardware environment, training progress, training price, high pass rate, gold content of certificates and so on. Establish a corporate image of "training assured, price assured, examination assured and certificate assured".

5. Assist the customer to fill in the registration information, and check whether the procedures are complete and complete. If there are special circumstances, a written application shall be submitted, and it shall be declared according to the procedure of step-by-step application and implemented after approval.

Second, information management:

1. According to the training cycle and course characteristics, summarize the current registration and consultation, and make a reasonable course plan.

2. Analyze consulting and registration materials in time, sort out potential customers and forward relevant information to the competent manager. And focus on tracking potential students, training and sales. Regularly check and sort out the consulting materials, update and supplement them in time, and put forward the requirements for updating the materials.

3. Respond to customers' email and fax requests actively, keep records, and obtain customer information in time to prevent collapse.

4. Actively cooperate with the company's educational affairs and marketing activities, and do a good job of contacting students.

5. Pay attention to market dynamics, collect students' information, pay attention to market feedback, and provide suggestions for the release of advertising content.

6. Actively participate in marketing activities, assist the marketing department to collect customer feedback information, and provide a strong reference for the company's decision-making.

Chapter IV: Responsibilities of Hotel Front Desk Reception 1. Correctly grasp the demand and supply of hotel rooms on that day, understand the arrival and departure of guests on that day, check the status of rooms and do a good job in room allocation.

2. Warmly receive guests, go through various formalities, and arrange the check-in registration of VIPs and conference guests in advance.

3. Strictly abide by the confidentiality system, safeguard the interests of customers, and ask for instructions in time under special circumstances.

4. Keep in touch with relevant departments, handle all kinds of information in time, and strive to improve service quality and room occupancy rate.

5. Accept and process the reservation information.

6. Respond to the guests' inquiries warmly, politely and quickly, and provide services such as leaving messages, waking up and consulting for the guests.

7. Be familiar with all kinds of telephone numbers that are commonly used and important at work, and transfer every call quickly and accurately according to working procedures to ensure smooth communication and make records.

8. Check the guest's account, and collect accommodation, laundry and other expenses by cash or transfer, credit card, etc.

9. Classify guest bills and input them into the computer in time for safekeeping.

10, take good care of all kinds of equipment, ensure that communication equipment is clean and smooth, and keep it working normally.

1 1. Do a good job of registering valuables and storing and picking up luggage.

12. In case of fire, theft, acute diseases and other emergencies, the hotel shall promptly notify the relevant departments and handle them properly according to the hotel regulations.

13. Seriously and timely complete other tasks assigned by superiors.

work task

(1) Early shift task:

A. wear work clothes, arrange gfd and sign in on time.

B. hand over the night shift personnel in advance, including:

A. unfinished wake-up calls and messages.

B. Room reservation, number of available rooms, room status and guests on that day, such as VIPs and meetings.

C. Matters needing attention in the reception work on the same day and follow-up work.

D. Check the computer shift report with the shift payment in the cash shift book, and check whether the cash is consistent with the computer shift report, whether the cash structure is reasonable and whether the change is sufficient.

E. Check whether the actual quantity of invoices, receipts and other bills is consistent with the quantity recorded in the work log.

F. Check that the card swiping machine, switchboard console and computer can operate normally, the ribbon paper is free of defects and deficiencies, and the receipts, bills and invoices are complete.

C. handle unfinished business and special work in time.

D. Arrange rooms in advance according to the current guest situation.

E. When VIPs or conferences check in, they should make reception preparations with relevant departments.

F. Check out, take back the IC card of the guest who left the hotel, and check the room status until it is confirmed.

G. prepare for the opening of the house. If the room is tight in the peak season, it is necessary to urge the head waiter (or housekeeping manager) to arrange the room to be urgent.

H. keep the working environment hygienic.

First, do a good job of health on duty.

J do a good job of collecting the deposit on duty, and report to the manager on duty in time if there are any problems that cannot be handled.

K. If there is any work that can't be completed on duty, make a good shift record and let the middle shift continue to follow up.

Count all kinds of cash in length, print out the cashier's check list by computer, summarize it on duty, and do a good job of handover with the middle shift.

(2) Middle shift tasks:

A. hand over to the early shift personnel in advance, with the same content as the early shift.

B. continue to deal with unfinished business and special work.

C. According to the check-in situation of the day, contact the guests in time, handle temporary changes and cancel overtime reservations.

D. If the rooms are tight in the peak season, it is necessary to urge the room foreman to arrange the room to be urgent.

E. Go through the check-in formalities for the guests in an orderly way, and ask the manager on duty to assist in handling when busy.

F. Continue to handle the rent collection procedures and strive for smooth completion. Check whether the guests who pay by credit card exceed the authorized amount and need additional authorization. If you can't solve the problem, ask the manager on duty.

G. Pay close attention to the situation in the lobby at any time, and cooperate closely with the security personnel to maintain the order in the lobby and avoid accidents.

H. urge relevant departments to turn on the lighting on time.

First, keep the working environment clean.

J. Count all kinds of cash, print out the cashier's check list by computer, summarize it on duty, and do a good job of handover with the middle shift.

K. hand over the work with the night shift.

③ Night shift tasks:

A. hand over to the middle shift personnel in advance, with the same content as the early shift handover.

B. During the reception peak, the room attendant should be urged to rush out of the house, and the damaged house should be repaired by universal workers in order to sell the house.

Handle non-appointment according to hotel regulations.

D arrange and file the guest check-in registration form registered on the same day.

E. Review all guest room account information to ensure the correctness of the information. Report the problem to the manager on duty in time and make records, so as to report to the housekeeping manager the next day.

F. If you have any questions, please contact the manager on duty or the personnel on duty in each department in time for proper handling.

G keep a high degree of vigilance, always pay attention to whether there are suspicious people and abnormal situations in the lobby, and report to the security department in time to maintain the safety of the hotel and guests.

H. urge relevant departments to turn off the lighting power supply on time.

First, tidy up the workbench, do a good job in hygiene, and keep the working environment clean and beautiful.

J. hand over the work with the early shift.

Chapter 5: Responsibilities of Hotel Receptionist 1, accepting different forms of room reservation such as telephone, fax and internet, and inputting the reservation materials into the computer and conveying them to relevant departments and posts;

2. Handle the advance orders sent by the sales department or other departments;

3, timely according to the working standards and procedures for scheduled changes, cancellation and other data processing;

4. Check and verify the reservation information of arriving at the hotel on the same day and the next day, and make preparations for the reservation;

5. Check in for the guests and arrange rooms to meet the reasonable needs of the guests as much as possible;

6, for the guests to change rooms, extra beds and other procedures;

7. Responsible for keeping, making and issuing guest room key cards;

8. Fill in, input and count individual and team registration forms as required;

9, keep the front desk clean and tidy, check whether the required forms, stationery and promotional materials are complete, and report to the front desk foreman;

10, carefully check the guest information entered into the computer in the last shift, and timely and accurately enter the guest information on duty;

1 1. Register, enter and send the household registration information of overseas guests according to regulations;

12, conscientiously do a good job of succession, to ensure the continuity of work;

13, assist the cashier at the front desk to do the checkout work for the guests;

14. Complete other tasks assigned by the manager (Panyu Manager).

Chapter VI: Overview of the responsibilities of the property receptionist: responsible for the check-in, decoration, car card handling, telephone transfer and daily reception of the management office.

(1) Job responsibilities:

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 the 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 verifying the owner's information, signing the parking space lease agreement and parking space use service agreement, inputting the information into the computer, handling the parking IC card and making registration.

5. In strict accordance with the regulations of the company, go through the formalities for refund of decoration fees according to the decoration acceptance.

6. Count the occupancy rate and other business information every week, and report it to the information manager before leaving 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 management office's maintenance and domestic service return visit, record the return visit in detail in time, and report it to the person in charge 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.

(2) Communication responsibilities:

A. external communication:

1. Communicate with customers to understand their suggestions and opinions on the work of the management office, especially the business procedures and front desk work, and constantly improve the work.

B. internal communication:

1. Communicate with superiors and make suggestions on the problems found in the process of handling various formalities and the aspects that need improvement.

2. Communicate with other departments, so that all kinds of services accepted by the front desk can be carried out immediately and orderly, so as to ensure the smooth development of work and the improvement of service quality.

I seriously recommend: