Job duties of the company's front desk

Article 1: Job Responsibilities of the Company's Front Desk

First, consulting reception:

1. Answer the customer's consultation phone, use the standard language skillfully, answer the telephone consultation with enthusiasm and politeness, answer the relevant training questions of the customer scientifically, patiently and in a targeted manner, including the latest training arrangement, training/application fee, Training time, etc.

2. Receiving customers to visit, should be active, enthusiastic, courteous and thoughtful, patiently answer all kinds of questions about customer training, encounter difficult problems, should be resolved together with the *** division to ensure customer satisfaction.

3. Make a record of the consultation registration form, which requires a complete reflection of the customer's personal information and training requirements, and provides a favorable basis for the later customer tracking and company marketing decision.

4. Cultivate and improve business ability, be good at observation, differentiate treatment, and be flexible. For the first time visiting customers, they should send relevant relevant training materials and give an overview of the training courses. For customers who are hesitant, they should clearly define the advantages of the training center, including the strength of the teacher, the hardware environment, the training schedule, the training price, the high percentage of the pass rate, the gold content of the certificate, etc., and establish the customer's "training assured, price satisfaction, examination Corporate image of peace of mind and good value.

5. Assist the customer to fill in the registration information, check whether the formalities are complete, and whether the filling is complete. In case of special circumstances, a written application should be submitted, and the application should be submitted according to the level-by-level application.

Second, information management:

1. According to the training cycle and the characteristics of the course, summarize the current registration and consultation status, and reasonably prepare the course plan.

2. Analyze the consultation and registration materials in a timely manner, sort out the potential large customer objects, and transfer the relevant information to the supervisor. And focus on the tracking of potential students, training sales. Regularly check and organize the consultation materials, update and supplement them in a timely manner, and request data update requirements.

3. Actively respond to customer's MAIL, FAX request, make a good record, and timely obtain customer information

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

5. Pay attention to market dynamics, pay attention to collecting student 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 company decision-making.


Chapter 2: Job Responsibilities of the Company's Front Desk

4.1.1 The front desk staff should arrive at the post five minutes earlier and be ready to go to work, leaving a good impression on others.

4.1.2 After the daily staff arrives at the post, they should work as follows:

A. Open the telephone switchboard and prepare the work items, ready to go to work.

B. Clean and check the office of the company's leadership.

C. Clean and check the company's public area environment.

D. Organize the front desk, and ask the newspapers, letters, and parcels to be placed in an orderly manner to keep the desktop clean and tidy.

4.1.3 The front desk staff should be familiar with the company's internal telephone numbers and personnel to contact, inform and control access.

4.1.4 The front desk staff should prepare a message book for the customer to leave a message. For each message, the front desk should promptly notify the party.

4.2.1 The front desk staff should always pay attention to their own instruments, images, work clothes, and light makeup.

4.2.2 The front desk staff treats employees or guests during their work, be polite and courteous, and use the standard Mandarin from beginning to end.

4.2.3 The front desk staff shall comply with the following standards in daily greetings:

A. When the company personnel pass the front desk before going to work: 1. Above the manager level, the front desk staff should smile and say: surname + job title: "Good morning!

2. For other staff, just smile and say: Good morning!

B. When the customer visits, the staff should stand up quickly and smile and say, "Hello! Excuse me????"

4.2.4 When the front desk staff receives the visitors, they should take the initiative to send tea. After the guests leave, they should pick up the tea cups in time.

4.2.5 Telephone answering

A. The front desk telephone is handled by the personnel and is maintained. If maintenance is required, the administrative department should be notified in time.

B. The phone must pick up the microphone before the ringtone is three, and say "Hello!" in the standard Mandarin: and transfer too according to the situation.

C. Seriously send and receive company letters, parcels, newspapers and periodicals, and promptly hand it over to the recipient.

4.3.1 When a visitor meets with the general manager, in principle, a telephone appointment should be made, and the general manager secretary can be directly notified to the general manager to make a time decision based on important circumstances, and the general manager secretary is responsible for the time schedule and the general manager at the necessary time. And the reservation person gives a reminder.

4.3.2 If the visitor sees other people, they should also make an appointment in principle.

4.3.3 should be contacted by the front desk staff at the front desk. If it can be resolved quickly, the person being found should come out to solve the problem at the front desk. If the time is long, you can inform the front desk to enter, and negotiate in the conference room. After the negotiation, the person who was found was sent out the door.

4.3.4 Personnel outside the company should contact the business. The front desk staff should receive warm reception. After seeing the purpose, first contact the person being contacted. After permission, they must go through the registration formalities of the visitors, and they can be placed in the conference room. After the visit is over, it must be sent by the person being found. Otherwise, the person should quickly clear the phone by phone to let him out.

4.3.5 For those outside the company who are visiting by private affairs, the front desk staff should know that they are being found, and the person being called out to the front desk for reception, no need to go through the formalities.

4.4 When the company staff enters and exits, the front desk staff should pay attention to his work clothes and instruments. If it is not up to standard, the front desk should immediately give a reminder.

4.5 The front desk staff is responsible for the ordering of pure water, and the company's purified water is guaranteed to be at least two barrels at any time.

4.6 If there is something wrong with the front desk staff, you should contact other staff in the office and leave the post after other personnel arrive.

4.7 Before leaving work every day, the front desk staff will explain the unfinished business to the Chief of the Administration. Check all the equipment at the front desk and public areas after work, and close the windows and lights.

4.8 The front desk staff should report to the administrative manager for timely receipt of office supplies.

4.9 The front desk personnel shall promptly fill in the expenses of the company's daily expenses and sign and approve the relevant leaders to pay or hand over relevant personnel.

4.10 Company meeting, before the start of the meeting, the table and chairs of the participants should be placed neatly according to the content of the meeting, and the corresponding drinking water should be prepared. After the meeting,

Do a good job in cleaning and finishing the meeting room.


Chapter 3: Job Responsibilities of the Company's Front Desk

1. Responsible for the reception work of visiting customers, including making a seat for the customer, handing in tea, consulting the customer's intention to visit, and registering the customer's visit.

2. Responsible for arranging reception designers for customers who come to consult and decorate. When introducing a designer to a client, the designer should be respected.

3. Before arranging the designer's reception work, the designer's existing work should be fully mastered and reasonable arrangements should be made.

4. Follow up on the customers of the designer service in a timely manner, urge the designer to follow up the consulting client, and then fill out the “intentional customer communication record form”.

5. For customers who have signed a contract with our company, carry out construction follow-up visits, follow-up during construction should not be less than three times, understand the customer's views on construction services, and report the follow-up records to the company manager in time.

6. Call back to the completed customer. In principle, it should be returned once every quarter during the warranty period, and fill out the “Completion Customer Service Record Form” to feedback the problems reflected by the customer to the Engineering Department in time. The warranty works, and urges the engineering department to carry out the warranty. The maintenance of the engineering department was promptly reflected to the company manager.

7. Provide services for non-decoration customers and refer them to various departments in time.

8, answer the phone, with a sincere sweet voice, showing the company's good image.


Chapter 4: Job Responsibilities of the Company's Front Desk

1. Receive customer inquiries and complaints, answer customer's consultation and complaints, answer customer's inquiries and complaints, and make a record, promptly inform relevant personnel of the issues to be processed, and track the results.

2. According to the requirements of the system file, check-in procedures for the residents, guide the households to fill in the check-in information, regularly sort, check, register and submit to the data room for filing.

3. Responsible for handling the decoration procedures of the residents, collecting relevant materials according to the regulations, strictly checking the qualifications of the decoration construction team and the valid documents of the decoration workers, handling the “renovation permit” and the “temporary entrance permit for the decoration workers”, and making a record.

4. Responsible for handling the parking space rental procedures, carefully verifying the information of the owner, signing the "Parking Space Car Rental Agreement" and the "Parking Space Parking Service Agreement", entering the information into the computer and handling the parking lot IC card, and doing the registration work.

5. In strict accordance with the company's regulations, according to the decoration and acceptance of the renovation procedures for refunds.

6. Weekly statistics on occupancy and other business information, reported to the information administrator before leaving work on Thursday afternoon.

7. Report the work of the month to the department head on the last day of each month, and communicate with colleagues on a regular basis.

8. Responsible for the return of the maintenance and housekeeping services of the management office, and record the return visits in a timely manner, and report them to the head of the affairs department before the 25th.

9. Responsible for regularly sorting and updating the management staff's telephone contact list and company telephone contact form.

10. Complete other tasks assigned by the superiors.

Communication responsibilities:

A. External communication:

1. Communicate with customers to understand their suggestions and opinions on the various tasks of the management office, especially the business process and front desk work, and continuously improve the work.

B. Internal communication:

1. Communicate with the superiors and make suggestions on the problems found in the process of handling the procedures and the areas to be improved.

2. Communicate with other departments to make all kinds of service items accepted by the front desk in an orderly manner, to ensure the smooth development of the work and improve the service quality.


Chapter 5: Job Responsibilities of the Company's Front Desk

1. Responsible for the reception work of the company.

2. Responsible for the company's telephone transfer, fax transmission, document copying and so on.

3. Responsible for the entry, typesetting and printing of various office documents, business documents and contractual agreements.

4. Daily documents, data compilation and other general administrative matters.

Skill requirements:

1. Familiar with office work programs

2, skilled use of Word, Excel and other office software, will use the Internet to find information;

3. Excellent writing and speaking skills in both Chinese and English;

4. Have good communication skills, coordination skills, and strong sense of confidentiality;

5, skilled use of various office automation equipment;

6, with good adaptability, can work under pressure.