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What Are The Skills And Taboos Of Company Receptionists?

2009/4/21 16:35:00 42165

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The reception work of the hotel is very important. It is not only the window of the hotel, but also closely related to the sales.

As a hotel attendants, they must be dedicated and happy, and have patience and enthusiasm.

The receptionist should have a higher quality than other employees, so that guests can be impressed. If a guest can take a certain receptionist or some receptionist as the "ideal choice" in his mind, he can achieve the desired effect of the combination of reception and sales.

The key to achieving the above goals lies in two aspects: reception and guests.

To make the receptionist satisfied with the guests, I think:

First, the receptionist must work conscientiously and carefully, and be very skilled in the operation process.

At work, you must concentrate and not be careless. If you have a good command of the computer system, try to avoid guests waiting in line, resulting in adverse effects.

"Samsung" customer service department has such a slogan: we do RWYW services for you (Repair While You Wait), "when you wait, we serve you".

A more intimate sentence.

Especially the consumers of Traders Hotel, the most taboo is waiting.

"Time is money". For them, this is particularly important.

Therefore, the receptionist should put more body into consideration for the guests, so as to get the customers' praise.

Second, be good at communication.

Receptionist work is sometimes very stressful and busy, sometimes it will be a little idle.

How to communicate with guests at a leisure time is also an endless experience of social experience.

The receptionist must be quick at hand and quick at hearing.

A guest stays in a hotel for the first time. If the reception work is relatively loose, it can slow down the operation process and use this time to communicate with the guests.

Of course, how to communicate depends on the ability of language expression.

Only by taking the hotel as your own can you communicate with your guests wholeheartedly.

There is no need to make concessions or discounts for communication. Business related matters are interpersonal relationships, not candy.

Generally speaking, there are three types of guests:

First, a drunky, easily annoyed and disordered guest.

Such customers will complain if they are not satisfied.

In the face of such guests, receptionists should not only pay attention to their facial expressions, movements, speech, or even the voice they speak (believe they will not be bored with the sound of gracious and beautiful voice), but also take into account their habit of checking in and checking out.

If you treat your family as considerate and proactive, and provide them with a humanized service, I believe they will not complain frequently.

Two, a temperate guest.

Such guests can often be considered by hotel attendants.

However, do not because of this, the receptionist unconsciously lowered their service quality; on the contrary, to serve them more enthusiastically, even if it is a polite saying, a warm blessing and greeting.

Our efforts can satisfy our guests. That is the best reward.

The guest was satisfied, and the hotel was automatically identified.

Three, the guests who are in the two character above.

The receptionist must pay attention to their facial expressions, be good at figuring the guests' psychology, and provide services according to their mood.

As long as we grasp the characteristics, there is no unsolved problem.

In short, when facing guests, receptionists are the protagonists.

If you want to play the role well, you must rely on your own heart and ability.

Being dressed up will bring vitality and benefits to the hotel. If it is not well dressed, it will cause adverse effects and the benefits will be lost.

Always remember that as a receptionist, you should be a salesperson.

"One product" is more popular than a single product.

Editor in chief: Du Jun