Job responsibilities of the main service desk
1. Go through the borrowing and returning procedures of books quickly and accurately, and keep the circulation of books in our library smooth.
2. Be familiar with the function of the circulation subsystem, and operate in strict accordance with the system operating rules to ensure the accurate operation of the circulation system.
3. Strict management system, in accordance with the relevant rules and regulations of the library to seriously deal with readers' violations.
4. Receive readers with enthusiasm, civilized language, standardized behavior and courtesy.
5. Pay attention to the screen display when borrowing and returning books, and handle the books with problems as required.
6 responsible for the guidance and management of readers' online retrieval, and guide readers to use the library.
7. Answer readers' general inquiries, collect and convey readers' opinions and suggestions.
8. Seriously do a good job in the reader's certificate replacement, and the reader's information must be entered into the access control system in time.
9. Complete other tasks assigned by library leaders.
General service desk workflow
I. Daily work
1. Customer reception: When the customer walks to the front desk, the front desk staff should stand up and smile and say hello.
2. Direction: When the customer needs direction for consultation, the direction should be in his palm. (No single finger, point out the direction)
3. Answer the phone: when answering the phone, the bell rings more than three times, and you should speak standard language after answering the phone. (Example: Hello, World Trade Center, etc. Listen carefully to the other party's phone content and answer the questions completely. (When talking with customers, it is forbidden to use dirty words, sarcastic remarks and rhetoric that do not conform to the company's regulations. When answering the phone, if a customer comes to consult, you should put your hand on the microphone and say sorry to the customer in person. Please wait a moment, then solve the problem as soon as possible and hang up. After you hang up, you should apologize to the customer.
4. Gift and card distribution: Service desk staff regularly apply for related activity materials in the backstage of the administrative group, and the customers register the detailed information with certificates and then distribute them to the customers politely and enthusiastically. If you need directions, patiently guide customers to specific locations.
5. Brand inquiry: the administrative team copies the business information to the service desk computer. If the customer needs to inquire about the brand and orientation of the merchant, the staff will inform the customer of the brand and orientation of the merchant after the relevant inquiry is confirmed.
6. Providing first-aid medicines: The service desk is equipped with a medicine box, in which daily first-aid medicines are placed to provide customers with simple bandages, band-AIDS, daily medicines, etc.
7. Information input: The service desk staff input daily information into the computer carefully and on time, and submit it to the administrative group for filing regularly.
Second, the broadcasting work
1. Clean the studio every day to keep the broadcasting equipment running normally. In addition to the staff and authorized personnel of the broadcasting room, other personnel are not allowed to enter the broadcasting room. When broadcasting, it must be broadcast in standard Mandarin. If you accept the broadcast application, you need to arrive at the studio for broadcast according to the time specified in the application.
2. The work content of the studio is:
1. Promotion information refers to all kinds of special sales activities in shopping malls and promotion information submitted by merchants; Enthusiastic service refers to various matters that customers should pay attention to when shopping; Brand information submitted by merchants and brands promoted by shopping malls; Today in history is an important event that happens every day in history.
2. All kinds of information should be broadcast in 5- 15 minutes, and the language mode, speech speed and rhythm should be adjusted according to the broadcast content.
3. Flexible insertion of information such as the hour, weather forecast and temporary information.
4. According to different dates and types of activities, we should flexibly adjust the mix and play appropriate music. On weekends, holidays, during promotional activities in shopping malls, and when crowds are crowded, music is mainly cheerful and enthusiastic, and the playing frequency is moderately increased.
6. Music classification: welcome song, closing song (going home) A, instrumental performance B, western lyric music C, China pop music and pop music played on radio D, Chinese and foreign classic tracks E, light music F, and various holiday theme tracks.
Responsibilities of the cashier at the front desk
1, operate the computer correctly, take good care of the computer equipment, be responsible for receiving the vouchers and documents of the guests' consumption in the store, and accurately input all kinds of consumption of the guests into the computer.
2. Inform the floor attendant to check the room quickly, so as to avoid the loss or damage of the items left by the guests or the items in the room. Responsible for recording the guest's consumption, printing the bill accurately and quickly, and completing the guest's consumption settlement in time to ensure the accuracy of the account.
3. Accept cash, checks, credit cards and transfers correctly according to regulations, and keep them consistent with statements and bills.
4. Complete the business day report and accounting report on duty, and submit them as required.
5. Take good care of bills and invoices, use them according to regulations, register them, and strictly manage invoices.
6. Seriously answer the questions raised by the guests about the checkout. If you don't know the problem, you should report it to your superiors in time.
7, grasp the guest consumption situation, found that the arrears timely notify the relevant personnel.
8. Assist the market receptionist to do a good job of reception.
9, do a good job of cleaning and maintenance of cashier equipment and cashier's health work.
10, every day after work, the shift report, bills, cash and checks should be handed over to the finance department.
1 1, be familiar with the situation of the farm and the consumption guide, and answer the daily telephone inquiries of the guests smoothly and clearly.
12. Complete other tasks assigned by the leaders.
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