What does the receptionist do?

(1) The instrument receptionist should wear professional clothes when working. Specific etiquette requirements are shown in the following table. The general requirements of the receptionist's instrument requirement form are: fitness: clothing and decoration should be suitable for appearance, body shape, age and personal temperament, and should conform to and express internal qualities. 2. Integrity: the decoration of each part should be coordinated with the whole. 3. Moderation: No matter the degree of decoration, the number of accessories and the skill of decoration, it should be natural and moderate, and the men's dress code should be 1. Suit: simple style, monochrome. The length of trousers should just touch the vamp, but also pay attention to the collocation with other accessories. 2. Tie: the color must be in harmony with the suit and shirt, clean, flat and wrinkle-free; The length is appropriate, the tip of a good tie should touch the belt buckle, and the width of the tie should be coordinated with the width of the lapel of the suit. 3. Shirt: Collar type, texture and style should be coordinated with coat and tie, and neckline and cuffs should be clean. 4. Shoes: It is best to wear black or dark brown leather shoes, and pay attention to keeping the shoes bright and clean. 5. socks: they should be long and not short, so as not to expose the calf after sitting down. The color of socks should be coordinated with the suit, and the dark color is better. The dress code for ladies is 1. Keep your clothes flat and wear professional clothes with good texture, but not too gorgeous. 2. The colors of socks should be coordinated, preferably transparent and close to the skin color or properly matched with clothes. Jewelry should be suitable and try to choose the same color system. Pay attention to the coordination with the overall clothing. 4. Avoid wearing tight-fitting clothes, such as shorts, vests, miniskirts, tights, jeans (clothes, trousers) and slippers (including fashion sandals). 2. Neat gfd and proper gfd can show people's self-cultivation and self-confidence in their work. Therefore, the receptionist should not only dress outside the body, but also strictly observe personal hygiene. Specific etiquette requirements are as follows. The receptionist's overall appearance and appearance should be generous and neat, and other details of her occupation 1. Hair should be kept clean, washed and combed neatly, without dandruff. 2. Nails should be cut frequently, no long hair and no dirt. 3. If the body odor is serious, try to get rid of the smell, and the perfume should not be strong. 4. Don't wear sunglasses or color-changing glasses. 5. Women should wear light makeup when they go to work. 3. The receptionist should obey the rules. (1) Standing posture requires a correct standing posture table. Wrong standing postures include straight head, straight neck, chin closed, chin drooping, chest opening, flat shoulders, and slight backward extension, which makes the upper body naturally straight and slightly relaxed, including chest, shoulders, hunchback and abdomen. Abdominal contraction can make the chest bulge and the buttocks lift, and at the same time, the thigh muscles will feel nervous, giving people a sense of strength. The abdomen is relaxed, and the abdomen is protruding, so that the hips are slightly upturned, the legs are straight, the knees touch, and the heels are differentiated. For men, legs are shoulder-width apart; When standing for a long time, you can support your legs with one leg and bend your legs slightly. The distance between your legs is too large, and your cross-weight center falls between your legs and in front of your feet. Stand up straight, shrug your shoulders, lean against the object, hang your arms naturally, hang your hands at your sides, or put your right hand on your left hand, stick it on your chest or put your hands in your trouser pockets, look straight ahead, your face is naturally clear and smiling. When you speak, you should face each other and keep a certain distance. 2 Sitting posture requires correct sitting posture. Before sitting down, gently pull the chair, press your right leg on the back of the chair, and gently pull your right hand out. Don't drive loudly; Don't sit too fast or too slow, too heavy or too light. You should be generous, natural, supercilious, gently sit down and pull out the chair, or pull out the chair, make a harsh sound, or sit on it, giving people an unstable and vulgar impression. Don't lean forward or backward. After sitting down, the upper body should keep a fist distance from the table. Don't just sit on one side of the chair or get stuck in it, or sit with your legs and knees together. Feet touch the ground naturally, and generally don't cross your legs. The inside of the ankle is close to each other, and the feet are separated by about 65,438+00 cm or in a figure of eight. Cross your feet; Toes tilted; Half price shoes; Rub your feet on the ground; Cross your legs; Always shake your legs and shoulders, relax your hands naturally, put them on your knees and put your fingers together, or put one hand on the sofa or chair to help dry them, and put the other hand on your knees to make things, such as hair, ornaments, fingers, rings, etc. When sitting and talking with others, look directly at each other, but the time should not be too long or too short; You can also use gestures, but don't overdo it or move too much. The head and body are too downward. 3 Walking posture asks the walking posture to show the correct walking posture and the wrong walking posture at a moderate speed. Several people should go together and try to keep abreast. Too fast or too slow. Head straight and neck straight, eyes looking straight ahead, face bright and low, neck crooked, eyes looking left and right, eyes staring at others. The upper body is straight, the chest is closed and the abdomen is not elegant, the upper body swings too much, and the arms with the chest are tightened. Swing back and forth naturally, with the front swing slightly folded inward by 35 degrees and the back swing backward by about 15 degrees. Your arm swings too much or doesn't move. Your body center of gravity is in front of the soles of your feet, and your legs are along a straight line. Your toes are about 10 degrees off the center line, and your arms are too twisted. Your abdomen should be steady, generous, powerful and heavy. When walking, you should naturally swing your hands with your feet. Put your hands in your pockets or behind your back. When going up and down the stairs, let distinguished people and ladies go, or take the road first when there are many people; Smoking, eating, whistling, tidying clothes, etc. 4 Gesture etiquette requirements table Gesture etiquette requirements stipulate that the upper limit of moderate gestures should not exceed the opponent's line of sight, the lower limit should not be lower than his chest area, and the swing range should not be too large, and it should be carried out on the opponent's chest or right side. Generally speaking, the amplitude of gestures should not be too large, and the number of times should not be too much or repeated. Natural and friendly, use gentle gestures more, and use less blunt and straight gestures to close the psychological distance and avoid bad gestures. When talking with people, don't point at your nose, but press your palm on your chest. 2. When talking about others, don't point, or even avoid rude gestures such as pointing behind your back. 3. avoid pointing when you speak. 4. Don't scratch your hair, don't play with accessories, don't pick your nose, don't pick your teeth, don't look up at your watch, don't pull your sleeves when you are happy, and so on. When giving directions and introductions to guests, fingers should be naturally close together, and palms should point to the target with elbows as the axis. At the same time, keep your eyes on the target. 5. It is required to transfer articles with both hands, and consider the convenience of the borrower. The etiquette of handing over items requires you to show your respect for each other with both hands. For example, when handing over the purchased goods, the front (where you can see and explain) of the goods should be facing up. When picking up the goods, you should lean forward and catch them with your hands to express your gratitude. Article 4 Language Etiquette When talking with guests, first of all, keep upright and don't make any small moves. Facing the guests, the expression is natural and generous, and the attitude is cordial and sincere. Speak clearly and easily, pay attention to pronunciation, intonation, speed and rhythm. Mention the guest's name correctly, and add the address after it, such as Mr., Ms. and Miss. If you want to cough or sneeze during the conversation, say sorry first, then turn to one side and cover it with a towel as much as possible. Article 5 Greeting Etiquette When a guest visits, you should greet him immediately. You should realize that most visitors are very important to the company and show warm, friendly and willing attitude. If you are typing, you should stop immediately. Even if you are on the phone, you should nod to the visitors, but you don't have to stand up to greet or shake hands with them. Greet guests warmly: when greeting, nod gently and smile. If you are a guest you already know, your address should be more cordial. Reception of strangers: when strangers come, be sure to ask their names and the names of companies or units. You can usually ask: What's your name, please? Which company are you from? Ask clearly your purpose before registering for guidance. Article 6 Reception Etiquette: The guests should inform the interviewee immediately after they arrive for registration and visit. If necessary, the receptionist should use the correct guidance method and posture. The guidance method in the Guidance Specification Table explains the guidance method in the corridor in detail. The receptionist should coordinate with the pace before the guests take two or three steps, so that the guests can walk in the back. When guiding guests upstairs, let them walk in front and the receptionist walk behind. If they go downstairs, the front desk should be in front and the guests should be behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests. When guiding the cardholder to take the elevator, the receptionist should enter the elevator first, and then close the elevator door after the guests enter. When arriving, the receptionist should press the "open the door" button to let the guests walk out of the elevator living room first. When the guest enters the living room, the receptionist signals with her hand and the guest takes a seat. After seeing the guests sit down, you can leave with a nod. If the guest takes the wrong seat, please take the upper seat (half of the side near the door is the next seat). When the guest arrives, if our responsible person can't meet him immediately for various reasons, we must explain the waiting reason and waiting time to the guest. If guests are willing to wait, we should provide tea and magazines for them, and if possible, we should change drinks for them at any time. When the person in charge that the guest is looking for is not available, it is necessary to clearly tell the other party where the person in charge has gone and when to return to the unit. Please leave your phone number and address, and make it clear whether guests will come to the company again or our responsible person will go to the other company. Reception of uninvited guests: When a guest does not make an appointment to visit, don't directly answer whether the person he is looking for is there. Instead, tell the other party: "Let me see if he is here." At the same time, he tactfully asked the other party's purpose: "What do you want with him?" If the other person doesn't give you a name, be sure to ask, and try to judge whether you can see your colleagues from the guest's answer. If the guests are looking for the leader of the company, they should be more cautious. (5) When guests leave the company, they should take the initiative to say hello and hope to come again next time. Telephone etiquette should leave a polite, enthusiastic, enthusiastic and efficient company image for callers. Therefore, the receptionist should follow the following etiquette requirements when answering the phone: never smoke, drink tea or eat snacks when answering the phone, but keep the correct posture, and colleagues should speak clearly and kindly, as if the other party is in front of them. The etiquette of answering the phone is to answer the phone quickly and accurately. When you hear the phone ring, you should pick up the receiver accurately and quickly, preferably within 3 times, and don't let the phone ring more than 5 times. The phone rang for about 3 seconds. If no one answers the phone for a long time, or it is impolite to keep the other party waiting, the other party will be impatient and leave a bad impression on him. Even if you make a phone call from a distance, pick up the receiver as soon as possible after hearing the phone ring. This attitude is what everyone should have. If the phone rings five times before picking up the receiver, you should apologize to the other party. If the phone rings for a long time and only answers "hello", the other party will be very dissatisfied and will leave a bad impression on the other party. You should answer the phone happily, pick up the phone in a kind and beautiful voice and announce yourself. "Hello, this is the front desk of the company." When you ask, you should pay attention to asking politely according to the other person's reaction. Never say "he is not in", "wrong number", "there is no such person" or "I don't know" in a blunt tone. Telephone language should be civilized and polite, with warm, modest and sincere attitude, calm tone and moderate volume. Understand the purpose of the call. Almost all calls made during office hours are related to work. Every phone call in the company is too important to be perfunctory. Even if the person you are looking for is not here, don't just say "no" and hang up. Different callers who transfer calls may ask to be transferred to someone. Any call to the manager or leader must be forwarded to the relevant secretary or assistant first, so as to ensure that the manager or leader is not disturbed by unimportant calls. If the caller's line is busy, ask if the caller is willing to wait. If so, ask him to "wait". If not, ask him why he called, and if you can tell him. If the person you want to call is not in the office for the time being, you should explain the situation to the caller and ask him the reason for calling, can you tell him, etc. , so as not to delay things, please each other. When the front desk staff answer the phone, carefully and clearly record their phone content. These records should be concise and complete, and it is best to have the following six contents: when, who, where, what, why and how. Repeat the call points before answering the phone, don't forget to repeat the call points, prevent misunderstanding caused by recording errors or deviations, and make the whole work more efficient. For example, check and proofread the meeting time, place, contact number, area code and other information to avoid mistakes. Be polite before you hang up. When you end a telephone conversation, you should try to let the other person finish first, then say goodbye politely and say "goodbye" before hanging up. Don't hang up after you finish. If you really need to end it yourself, you should explain and apologize. After the call, wait for the other party to put down the phone, and then gently put down the phone to show respect. When making a phone call, guests should be entertained first in principle. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call. Telephone etiquette: it is forbidden to answer or make personal calls during office hours. Pay attention to the following requirements when calling for a job. Draft the main points of the call. The front desk staff should prepare the content of the call before making a call. If you are afraid of omission, you can draw up the main points of the call, sort out the order of speech, and prepare documents and materials related to the content of the call. After the call is connected, tell your name and identity first. If necessary, ask the other person if it is convenient, and then start the conversation at the other person's convenience. Telephone language should be civilized and polite, and telephone content should be concise and to the point. Words like "hello", "please" and "thank you" should never leave your mouth. At the same time, pay attention to your intonation, and don't make a hullabaloo about, put on airs, or make a sound with a tone, or be rude. Say "goodbye" at the end of the call, and then put the phone down gently so as not to make people feel rude. The company's internal work etiquette (1) and the particularity of the receptionist's work determine that they can't leave their seats for too long, generally not more than 10 minutes. If you need to go out for special reasons, you should first find a suitable agent and explain how to answer the phone. (2) Strictly observe the working hours. The receptionist should stick to the timetable strictly. In general, you should arrive at your post 5- 10 minutes in advance, and leave work in the afternoon should be delayed by 20-30 minutes. (3) Gossip and conversation should be distinguished. The front desk staff should try their best to avoid the personal phone being busy for a long time, let alone chatting with others at the same time at the front desk. Abide by other rules and regulations of the company.