What Does a Front Office Executive Do?

The front desk clerk is responsible for the reception and call transfer of the front desk service hotline, and does a good job of calling and consulting. The mail handling, important matters are carefully recorded and communicated to relevant personnel, without omissions, delays, etc.

receptionist

The front desk clerk is responsible for the reception and call transfer of the front desk service hotline, and does a good job of calling and consulting. The mail handling, important matters are carefully recorded and communicated to relevant personnel, without omissions, delays, etc.

Chinese name

receptionist

Foreign name

receptionist

Job type

administrative

main mission

Reception and call transfer at the front desk hotline

1. The front desk clerk is responsible for the reception and telephone transfer of the front desk service hotline, and does a good job of calling and consulting. Important matters are carefully recorded and communicated to relevant personnel without omissions or delays;

2. Responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company's reception service specifications, and maintain good etiquette;

3. For the customer's complaint call, fill in the registration form in time, and communicate it to the customer service team as soon as possible, and regularly summarize the customer complaint record to the deputy general manager;

4. Responsible for the sanitation and cleaning of the company's front desk or consulting reception room, and the placement of tables and chairs, and keep it clean and tidy;

5. Accept the work arrangement of the administrative manager and assist the personnel clerk to do other work of the administrative department;

Carefully implement the management requirements of the target card and complete the tasks and tasks assigned by the department.

Visit:

When the customer or the visitor enters the door, the front desk immediately stands up to receive the greeting and welcomes you. If standing, give a greeting or welcome message before the guest asks.

The standard single greeting is as follows:

"Hello sir!" Or "Good morning, sir!"

"Hello, miss!" Or "Good morning, miss!"

"Hello! Welcome to company XX."

The visitor was two, and the standard greeting was:

"Hello two gentlemen!"

"Good for two ladies"

"Sir and Miss, how are you!"

There are three or more people, and the standard greeting is:

"Hello everyone!" Or "Good morning, everyone!" "Good afternoon, everyone"

"Hello everyone!" Or "Good morning everyone!" "Good afternoon everyone!"

For those who already know the name of the customer or visitor, the standard greeting is as follows:

"Mr. X!"

"Miss X!"

For customers and visitors who have come to the company for the second time or more, after using the "single person greeting standard" and seeing the customer nodding or hearing the customer saying "hello", you can also choose the following standard greetings language:

"Sir, I remember you came to our company not long ago (before), and come today and welcome again!"

a) Guide customers or visitors to take a seat at the consultation hall, hand in tea, and send company marketing materials;

b) Answer on the spot or call the relevant business reception staff on the spot, introduce the host first, and then the guests when introducing;

c) Lead customers or visitors to contact relevant personnel, walk in front of customers or visitors when walking, and indicate by hand at any time. Encountered with colleagues on the way, nodded saluting, greetings;

d) When entering the room, first knock on the door gently, and then hear the response before entering. After entering, go back and close the door;

e) Introduce both parties and exit. If the relevant person can't pull away to respond, he will soothe the client or the visitor and wait for the exit.

The front desk on duty is female, with a professional suit and light makeup. Men are wearing suits and ties.

Contraindications: dirty and disheveled hair; wear slippers or shoes without socks; oral hygiene is not hygienic.

phone:

1. When you hear the bell, pick up the microphone at least before the third bell;

2. Greetings when obeying, and report to the company and department. The standard language is as follows:

"Hello, company XX!" Or "Hello, company XX!"

When the other party tells, listen carefully and write down the important points. If you do nt understand, tell the other party in time. Then, based on the other person's initial questioning, quickly determined what he needed? Make a standard reply.

Consulting home improvement business: Mr. (Miss), regarding this situation (home improvement consulting), let our company customer consultant Mr. X serve you, he can comprehensively and professionally explain the problem you want to know, I transferred the phone over, Please wait.

Contact business: the business related to the company will be transferred to the relevant personnel of the relevant departments; if there is no related business, then directly answer: sir (madam), our company does not need this aspect, please contact other companies, thank you!

Looking for someone: Mr. (Miss), what is the name of Mr. X (Miss) you are looking for? Have you made an appointment with him or her? please wait. (Then connect with Mr. X of our company and ask if the transfer is possible.)

For unspecified phone calls, if you judge that you cannot handle it, you can tell the other party frankly, and immediately transfer the call to someone who can handle it. Before transferring the call, you should tell the receiver briefly and concisely;

The call is concise and should not be busy for a long time.

Say "Thank you!" At the end, say goodbye politely, wait for the other party to cut off the phone, then lower the handset.