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Front desk clerk job responsibilities and service specifications


Front desk clerk duties:
1. Responsible for answering and telephone transfer of the front desk service hotline, doing a good job in inquiries, and carefully recording and communicating important matters to relevant personnel, without missing or delay;
2. Responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company's hospitality service specifications, and maintain good courtesy;
3. The customer's complaint telephone number, fill in the registration form in time, and communicated to the customer service team at the first time, and regularly summarize the customer complaint record to the deputy general manager;
4. Responsible for the hygienic cleaning of the company's front desk or consulting reception room, table and chair placement, and keep it clean and tidy;
5. Accept the work arrangement of the administrative manager and assist the personnel and clerk to do other work of the administrative department;
Carefully implement the management regulations of the target card and complete the tasks and tasks assigned by the department.
Front desk clerical service specification:
Visit:
The customer or the visitor enters the door, and the front desk immediately picks up the reception and gives a greeting or a welcome speech. If you are standing, please give a greeting or a welcome speech before the guest asks.
The single personal greeting standard is as follows:
"Hi, hello!" or "Mr. Good morning!"
"Miss, hello!" or "Miss, good morning!"
“Hello! Welcome to the “secretary work” company.”
The two come, the standard greeting is:
"Two gentlemen!"
"Two young ladies are good"
"Mr. Miss, hello!"
The number of visitors is more than three, and the standard greeting is:
"Good dear!" or "Good morning everyone!" "Good afternoon everyone."
"Hello everyone!" or "Good morning everyone!" "Good afternoon everyone!"
The standard greeting for the name of the customer or visitor is known as follows:
"Mr. x good!"
"Miss X is good!"
For the customers and visitors who have come to the company for the second time or more, after using the “single person greeting standard language” and seeing the customer nodding or hearing the customer and saying “hello”, the following standard greeting can also be used. :
"Sir, I remember that you have been to our company not long ago, come today, welcome again!"
a) Guide the client or visitor to the consultation room, hand the tea, and send the company marketing materials;
b) On the spot to answer or call the relevant business reception staff to appear, introduce the owner first, then introduce the guests;
c) Lead the customer or the visitor to contact the relevant personnel, walk in front of the customer or the visitor's side, and always indicate by hand. Meet with colleagues on the way, nod and salute, express greetings;
d) Enter the room, first gently knock on the door, hear the response and then enter. After entering, close the door and close the door;
e) Introduce both parties and quit. If the relevant person does not open the response, he or she will appease the client or the visitor and wait for it to quit.
When the value of the front desk is for women, professional suits, light makeup. Men, suits and ties.
Taboo: The hair is dirty and unkempt; wear slippers or wear shoes without socks; the mouth is not hygienic.
phone:
1. When you hear the ringing, pick up the microphone at least before the third ringing;
2. Greetings when obedient, and self-reported company and department. The standard language is as follows:
"Hello, "secretary work" company!" or "Hello, here is the "secretary work" company!"
When the other party tells, listen carefully and write down the main points. If you don't hear it, tell the other party in time. Then, according to the first question of the other party, quickly determine what needs he has? Make a standard response.
Consult the home improvement business: Mr., in this regard, let our company customer consultant Mr. x serve you, he can explain the problem you want to understand comprehensively and professionally. I will turn the phone over, please wait a moment.
Contact business: The business associated with the company is transferred to relevant personnel of the relevant department; if there is no related business, the direct answer: Mr., our company does not have this need now, please contact other companies, thank you!
Looking for someone: Sir, what is the name of Mr. x you are looking for? Have you made an appointment with him? please wait.
If you do not specify the phone and judge that you can't handle it, you can tell the other party confessingly and immediately transfer the call to someone who can handle it. Before the transfer, you should first tell the caller in a concise and concise manner.
The call is concise and should not be busy for a long time.
At the end, you should say "Thank you!", politely say goodbye, wait for the other party to cut off the phone, then put down the receiver.

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