Responsibilities of Property Concierge Department 1, fully assisting the assistant manager in daily management;
2. Be responsible for the training of the company's BI manual;
3, strictly abide by the company's rules and regulations and the relevant provisions of the BI manual, carefully check and be strict;
4.gfd, responsible for checking the concierge's words and deeds, workflow, work efficiency and service expression;
5. Correct the problems found in time and organize training in a unified way;
6. Be responsible for the attendance statistics of this department, and report it at the specified time;
7. Be responsible for the confirmation of the employees in this department and make a correct evaluation of the employees in this department. According to the company's employment standards, make the first pass;
8. Be responsible for the inspection and maintenance of sanitation, temperature, lighting, green plants, office service equipment and public facilities within the jurisdiction, and report and follow up the problems in time when found;
9. Be responsible for the regular training of concierge staff and actively organize and participate in the training of other departments;
10, responsible for receiving VIP guests, properly handling guest complaints and following up on return visits;
1 1, and actively complete other tasks assigned by superiors.
Service etiquette of concierge ① When you see the guests coming, you should smile and offer warm welcome and greetings. Hello! Welcome to visit! ? , and bow and scrape to 15 degrees.
(2) Permanent guests should be called by their surnames to show their courtesy and concern.
(3) When the guests arrive in groups, let every guest see a warm smile and hear a kind greeting as much as possible.
(4) When the guests arrive by bus, they should immediately take the initiative to meet them, guide the vehicles to stop properly, then open the door with one hand and block the upper edge of the door frame with the other hand to avoid the guests meeting. If you are a guest who believes in Buddhism or Islam, you can't protect him because of religious rules and customs.
⑤ In rainy days, welcome guests with an umbrella to prevent them from getting wet. If guests bring umbrellas, they should provide storage service for them and put them on special umbrella stands.
⑥ Greet the elderly, children and disabled guests first, and give them necessary help after obtaining the consent to show their concern and care. If guests don't want special attention, they don't have to.
⑦ After getting off the bus, guests should pay attention to whether there are any left-over items on the car seat. If you find it, you should remind the guests in time or help them take it out.
When the guest leaves the store, he should guide the car to a place where the guest can easily get on the bus, and pull the door for the guest to get on the bus. See the guests seated, then gently close the door and say goodbye with a smile. Thank you for coming. Welcome to come again next time. Goodbye! ? And waved away.
Pet-name ruby initiative, enthusiasm, conscientiously do a good job of daily duty. Try to actively guide or call a taxi in front of the guests. Receive visitors politely according to the regulations, be enthusiastic and helpful, be serious and responsible, and never neglect them.
Inquiring Etiquette of Concierge ① When guests come to inquire, they should smile, look at the guests and take the initiative to say hello.
(2) Listen carefully to what the guests ask, answer questions patiently, and never tire of asking, never tire of answering, use appropriate words and be concise.
③ You can't shirk, ignore, ignore guests or simply answer in the service? No? 、? Don't you know? . If you encounter unclear questions, please ask the guests to wait a moment and consult the relevant departments or personnel before answering. Maybe? 、? Probably? 、? Maybe? Waiting for vague language to deal with the guests.
④ Apologize for sensitive political questions or questions that are beyond the scope of business and inconvenient to answer. ⑤ When there are many guests, you should be busy and orderly, ask questions first and then answer them, so that different guests can get proper reception and satisfactory answers.
6. When accepting a guest's message, record the content of the message or ask the guest to fill in the message, be serious and responsible, and forward it to the recipient on time as required.
⑦ When answering the phone, when you see the guest coming, you should nod, ask the guest to wait a moment, and end the call as soon as possible, so as not to keep the guest waiting. Apologize to the guest after putting down the receiver.