宾客接待注意事项大纲(硕士英语).doc

一、 接待宾客的基本原则：1 穿着得体、正式，不能太随意；2 公平和礼貌，按先来后到的原则接待每一位客人；3 态度和善，不能无礼莽撞；4 迅速的转达客人的要求，不能让客人久等；5对于客人要转达的重要事项要向其确认一遍；6记住客人的相貌和姓名，了解他与本公司的关系；7对于上司没有确认要见面的客人，不要让其进入上司办公司。二、 接待客人流程中的注意事项：1初见客人（1） 微笑并热情大方的接待。（2） 雨天，有雨伞，大衣和帽子的客人，要主动接过来放好。（3） 初次到来的客人一定要听取客人的自我介绍。2 询问客人是否预约（1） 如果是有预约的客人，直接带到会客室，及时通知预约的人就行了。（2） 如果客人没有预约，那就要详细的客人身份，根据事情马上与有关人员联系。3 （等待时）给客人沏茶 （1）给客人送茶一般要在主宾寒暄和交换名片之后再送进去。（2）茶杯一定要清洁，茶水要保持七分满。在客人面前倒茶时需注意不能用手碰着杯沿，不能对着茶杯内壁吹气。（3）送茶从客人开始（即使客人的地位比上司低），先客后主。（4）茶水要轻轻放在客人右手的前方，茶杯耳要斜对着客人，方便客人取茶。4 等待时客人在等候时需要注意的是在会客室内可放一些公司的宣传册和产品样品等对外宣传资料，让来客消遣一下时间，但绝不能放公司电话一览表等内部资料。5 引导客人（1） 引导客人去会客室的时候，要在客人前方距离两三步带路；（2） 在拐弯处，要回头看一下客人并说“这边请”给客人指示方向。（3） 电梯内，要自己先进电梯，按着开门键，等客人进入站稳之后，按要前往的楼层号，出电梯时，应按着开门键，让客人先出电梯。（4） 到达会客室之后，如果是外开门要先开门请客人先进；如果是内开门要自己先进再请示客人进。6 （上级和客人握手后）介绍客人和上级（1）先将本公司的人员介绍给客人；（2）先将职务低的介绍给职务高的；（3）一般来说，先将男士介绍给女士。7 交换名片 （1）递名片进应起身站立，走上前去，使用双方或者右手将名片正面对着对方，递给对方； （2）当客人掏出名片递过来，应双手接过名片，迅速的扫读一遍，确认对方的身份。（3）如有不会念对方姓名的时候，一定要虚心请教对方；（4）递上自己的名片时最好先做自我介绍，对方接受后，表达“多多关照”或常联系。8 请客人入座安排座次的原则是让客人坐上座，地位高的人坐上座。9客人离开的时候（1）客人要离开的时候，如果不能及时送别，则客人从面前路过，站起来点个头表示一下；（2）如果客人年纪大了或是不方便，那就一定要上千去扶送一下；（3）客人准备离开时检查座位等查看客人是否落下东西，如果有的话，即使提醒客人。At the officethe basic principle of receiving guests1. dressed well and formally2. receiving guests on the principle of order 3. be nice and kind4. dont let the customers wait for long time5. confirm the important matter to customer again6. remember the guests look and name, figure out the guest relationship with company7. dont let the guest who dont have the appointment with the boss go into the bosss officethe matters need attention in the process of receiving guests1. meet the guests at the first time(1) with smile and warm heart to receive(2) if its rainy, take the guests umbrella, coat and hat on your own(3) listen to the guests identity when he or she first comes to company2. ask the guest whether he or she has the reservation or not(1) if the guest has the reservation, lead him or her to the reception room, and notify the boss on time(2) if the guest has no reservation, know more about guests identity, according to the matter, contact with the ones who are relatedmake a cup of tea to the waiting guests(1) the cup must be clean and the tea must keep seven points(2) it must be noticed when you send the tea to the guest, you cant use hands to touch the rim of cup(3) send the tea to the guest first, even if the guest status is lower than the bosswaitingguests should be gived some of the company's promotional materials brochures and product samples while they wait in the reception room can , so that visitors can pass the waiting time, but never put a list of companys telephone and other internal information.Guide guests(1) When leading the guests to the reception room, walking two or three steps in front of the guests;(2) In the corner, looking back at the guests and said, "This way, please," to indicate the direction of the guests(3) When entering into the elevator, should enter into it first, then hold the key to open the door, and after guests enter into it, press the number of floors to go, and when coming out of the elevator, should press the key to open the door, let the guests come out first(4) Upon arrival at reception room, should open the door and let the guest go inside firstIntroduce guests and superiors(1) introduce the company's staff to the guests at first(2) introduce the ones with the lower position to higher ones(3) in general, introduce the man to the women firstExchanging business cards(1) when sending business cards, should stand and step forward, use your right hand or both hands to show respect(2) When the guests pulled out and hand a business card, the card should be took with both hands, read it quickly to confirm the guest's identity.(3) If you can not pronounce her name, you should ask the guest politely(4) You should introduce yourself first when you handed him your business card, when he or she accepts the cards, you should convey the expression of "a lot of attention" or regular contact.Guests are seatedOn the principles of seating arrangement, the guests and the ones with high statue sit firstWhen the guests leave(1) When the guests leave, if you dont have time to farewell, you should stand up and nod to the guests to show your sincerity(2) If guests are older or inconvenient, it is necessary to send him out;(3) When the guests are ready to leave, remind the guests to check their own things.At the airport1. know more information about the guests flight in advance2. come to airport in advance and take the paper with the guests name3. confirm the information of the guest and make some brief introduction4. asking about journey5. confirm the schedule6. prepare the car to take the guest to hotel