外事接待管理制度

1、页眉.1 总则 Tm t?t1.1 为树立公司的良好形象，扩大公司对外联系和交流，使接待工作规范、有序，特制定本制度。Nh?m xay d?ng h nh ?nh ?p c?a c?ng ty, m? r?ng li nh? v giao l?u ?i ngo?i, ? c?ngvi?c ti?p ?i c qui mph?vtr nht? bi nso?n ra b?n qui ch? n y.1.2 接待原则：热情周到、讲究礼仪、勤俭节约、统一协调。Nguyn t?c ti?p ?i: nhi?t t nh chu ngh?ao,tinhl? t?, th?c h nh ti?t ki ?

2、m, ?i?u ti?t th?ngnh?t.1.3 本制度适用于公司重大活动、会议等的接待工作。B?n qui ch? n ys? d?ng cho c?ng vi?c ti?p ?i c c ho?tng,?h?i ngh?l?n c?a c?ng ty.2 管理职责 Ch?c tr ch qu ?n ly2.1 办公室为公司接待工作的归口管理部门，负责接待工作的安排和管理， 拟定重要来宾的接待计划，协调相关部门落实接待任务，提供后勤保障。V?n ph ng l phb?n qu?n ly t?p trung c?a c?ng vi?c ti?p ?i c?ng ty, ph? tr ch

3、 x?p x?p vqu?n ly c?ng vi ?c ti?p ?i, l?p k? ho?ch ti?p ?i kh chn?quan tr?ng, ?i?u ti ?t b? ph?n li nquan th?c hi?n nhi?m v? ti?p ?i, ?m b?o cung c?p h?u c?n.2.2 公司办公室分管领导， 负责审核接待计划、 协调有关接待事项及接待费用，报总经理审批。L?nh ?o b? ph?n v?n ph ng c?ng ty ph?trch th?m duy?t k? ho?ch ti?p ?i, ?i?u ti?t v?n? ti?p ?i v

4、chi ph ti?p ?i li n quan, bc phoduyt?ngt.gi m ?2.3 公司各部门负责本部门的接待工作；每月统计接待情况报办公室登记备案；同时应完成公司安排的各项接待任务。Cc b? ph?n c?ng ty ph? tr ch c?ng vi ?c ti?p ?i c?a b? ph?n mnh; h?ng th ng th?ng k t nh tr?ng ti?p ?i b o v?n ph ng ?ng ky.3 类型与标准Lo ?i h nh v ti uchu?n3.1 公务来访：政府职能部门、 行业主管部门工作人员来公司检查工作；集团领导来公司考察调研

5、；项目合作项目部来公司洽谈工作事宜；有合作意向的投资项目部、金融机构来公司考察。?n th?m c?ng v?: b? ph?n ch?c n?ng nh n?c, nhan vi nc?ng t cc cb? ph?n ch? qu?n1 / 8页眉.trong ng nh ?n c?ng ty l mvi ?c ki ?m tra; l?nh ?o c?ng ty ?n nghi nc?u kh?o s t;ban d? n h?p t ch?ng m?c ?n c?ng ty ? m ph n; ban ?u t? nd?c yn?h?p t c, t? ch?c t i ch nh ?

6、n c?ng ty kh?o s t.3.2 参观来访：政府部门来公司视察工作；外部公司参观考察。Tham gia ?n th?m: c? quan nh n?c?ng? ty theo d? i ki ?m tra; c?ng ty khn c ?c?ng ty tham quan kh?o s t.3.3 会议活动来访：应邀前来参加公司会议、活动的各级领导、专家、新闻记者等。?n tham d? h?i ngh?: c cc?p l?nh ?o, chuy ngia, ph ngvi nb o ch theo y uc?u ?n tham gia h?i ngh?, c cho?t ?ng

7、 c?a c?ng ty.3.4 其他来访客人。 C c kh ch ?n th?m kh c.3.5 按接待对象级别不同和对公司业务的影响不同，分为重要来宾和一般来宾。Theo c?p ? ?i t? ng ti?p ?i kh c nhau v ?nhs?h?ng ?n nghi?p v? c?ng ty kh c nhau, phan l m khch quan tr?ng v kh ch th?ng ngth?.4、招待原则和标准Ti u chu?n v nguy nt?c ti?p ?i4.1 参观接待根据需要安排招待用餐；Ti?p ?i tham quan c?n c?v onhu

8、 c?u x?p x?p ti?p ?i ?n u?ng.4.2 住宿标准：一般来访客人安排公司签订协议的酒店普通标准间或公司专家楼客房；公司领导出面接待的外地重要来宾住宿，由办公室根据需要安排。Ti u chu?n ph ng ngh?: kh ch ?n th?m th?ng th?ng b? tr ph ng ti uchu?n ph? th?ng c?a kh ch s?n ? ky k?t h?p ?ng v?i c?ng ty ho?c ph ng kh ch nh chuy ngia c?a c?ng ty; ?n ? c?a kh ch quan tr?ng ?n th?m ?

9、c l?nh ?o c?ng ty ti?p ?i, do v?n ph ng c?n yc?u c?u b? tr . 5 用车标准 Ti u chu?n s? d?ng xe:5.1 一般公务来访，根据情况需安排用车的，由办公室统一调度；Th?ng th?ng ?n th?m c?ng v?, c?n c? t nh tr?ng c?n b? tr s? d?ng xe, do v?n ph ngth?ng nh?t ?i?u ?;5.2 列入计划的重要来宾来访用车，公司应优先予以保证，车型、驾驶员、用车天数等内容应事先在接待计划中明确。S? d?ng xe cho kh ch ?n th

10、?m quangtr?c k? ho?ch, c?ng ty ph?i ?u ti n?m? b?o2 / 8页眉.n?i dung c cvi?c nh? lo?i xe, l i xe, s? ng ys? d?ng xe, ph?i ghi r? tr?c trong k? ho?ch ti?p?i.6 接待规格：重要来宾可安排对口业务的分管副总经理或总经理出面接待会晤；其他来宾根据情况由相关人员接待。Cch th?c ti?p ?i: Kh ch quan tr?ng c th? b? tr gi gi m ?c ?ng ra g?p m?t ti ?p ?i; kh ch ?n th

11、?m kh quan ti?p ?i.cmph? tr ch b? ph?n ho?c t?ng ctc?nnh hc?nh do nhan vi nli n7 计划与准备 K ? hoach v chu?n b?7.1 办公室在接到公司领导通知或相关项目部重要来访预约时，应做书面登记。对重要来宾接待，须在详细了解接待要求的基础上拟定接待计划，排出日程安排表，报总经理审定后及时通知相关部门和领导；对一般来宾酌情安排业务对口部门接待；V?n ph ng khi nh?n ?c th?ng b o c?a l?nh ?o c?ng ty ho ?c ?n th?m h?n tr?c quantr?

12、ng c?a c cban ng nh li nquan, ph?i l m ?ng ky v.tio?ps?i kh chn?quan tr?ng,c?n l?p k? ho?ch ti?p ?i tr n c?t ms?hi?u k? y u c?u ti?p ?i, l?p ra b?ng b? tr nh?t tr nh,bo t?ng gi m c?ph duy?t sau ?p th?ik? th?ng b o b? ph?n li n quan v l?nh ?o;ivi ?kh ch ?n th?ng th?ng b? tr ti?p ?i h?p ly v?i b? ph?n

13、 ch?c n?ng t?ng ?ng;7.2 公司各部门在接到重要来访预约后，须填写接待申请单报办公室，并协助拟定接待计划。需公司领导出面、办公室协调的重要接待一般应提前2 天告知办公室；对时间紧迫的临时重要接待任务，可先在电话中请示，并经总经理同意，在完成接待后补办手续。Sau khi nh?n ?c h?n ?n th?m quan tr?ng c?a c cb? ph?n c?ng ty, c?n ?i?n v o “ ?nxin ti ?p ?i ” b o v?n ph ng,tr?vl?pkh?ho?ch ti?p ?i. N?u c?n l?nh ?o c?ng ty ?ng

14、rati?p ?i, ?v?n ph ng ?i?u ti?t ti ?p ?i quan tr?ng th?ng th?ng ph?i th?ng b o ctr?2ng ycho v?n ph ng; i?v?i nhi ?m v? ti ?p ?i quan tr?ng t?m th?i th ?i gian g ?p, c th? y u c?utr n ?i?n tho?i v ?c t?ng gi m?c ?ng y, sau khi ho n thnh ti?p ?i b? sung th? t?c sau.7.3 重要来访接待计划应载明以下内容：K? ho?ch ti?p ?i

15、 ?n th?m quan tr?ng ph?i ghi r? n?i dung d?i ?ay:7.3.1 接待类别：公务来访、参观、参加会议或其他。Lo?i h nh ti?p ?i: ?n th?m c?ng v?, tham quan, tham d? h?i ngh? ho?c c ikh c.3 / 8页眉.7.3.2 来宾基本情况：包括来访项目部名称、领导姓名、职务等；来访具体时间、人数，当地陪同来访的领导和人数；来访的目的和要求；在本地逗留的天数。Th?ng tin c? b?n c?a kh ch n:?bao g?m t n ban ng nh ?n th?m,h?n l?

16、nh ?o, ch?cv?; th?i gian c? th? ?n th?m, s?ng?i, s? ng?i v l?nh ?o ?i c ng kh ch ?n th?m;u y u vm?c ? ch ?n th?m; ngs? y? l?i c?ng ty.7.4 具体接待安排 B? tr ti?p ?i c? th?7.4.1 明确主要接待的部门，相关配合的部门，接待人员分工及职责，出面接待的领导和陪同人员；Ghi r? b? ph?n ti ?p ?i ch? y ?u, b? ph?n ph?i h ?p li nquan, phan c?ng v ch?c tr ch nha

17、n vi nti?p ?i, l?nh ?o ?ng ra ti?p ?i v nhan vi n ?i c ng; 7.4.2 参观线路或洽谈、举行活动的场所；L? tr nhtham quan ho?c ? m ph n, ?am ?i?cho c cs? ki?n;7.5 重要接待计划还应考虑以下内容：K? ho?ch ti?p ?i quan tr?ng c nph?i xem x tnh?ng n?i dung d?i ?ay:7.5.1 是否安排车辆接送Cb? tr xe ?a ? n kh?ng;7.5.2 是否需要会场布置，包括花卉、烟茶、音响设备、投影设备、领导席笺、横幅等；

18、Cc?n ph?i b? tr h?i tr? ng kh?ng, bao g?m hoa, trthu?c, thi?t b? am thanh, thi?t b?hnh ?nh, gh? ng?i l?nh ?o, b?ng z?n.;7.5.3 是否制作欢迎牌、指示牌；Cc?n bi?n ch o ? n, bi?ch? th?;7.5.4 是否安排礼仪；Cc?n b? tr nghi th?c;7.5.5 是否需要邀请新闻媒体和草拟新闻通稿；Cc?n m?i tin t ?c truy?n th?ng v d? th?o th?ng c ob och .7.5.6 是否安排摄影摄像；C

19、c?n b? tr camera ch?p ?nh7.5.7 是否需要准备公司宣传资料；Cc?n chu?n b?t ili ?u tuy ntruy?n c?ng ty;7.5.8 是否宴请，包括宴请时间、地点、参加人员、标准；4 / 8页眉.Cc?n m?i ti ?c, bao g?m th?i gian, ?a ?i?m, ng?i tham d?, ti u chu?n y?n ti?c.7.5.9 是否安排住宿，是否在房内放置鲜花水果；Cc?n b? tr ch? ng?, c c?n ? hoa t?i v hoa trongqu? ph ng;7.5.10 是否安排游览、购物、

20、娱乐；Cc?n b? tr ?i tham quan, mua s?m, vui ch?i;7.5.11 是否需要赠送礼品。Cc?n t?ng ph?m7.6 其它需要说明的事项Nh?ng v?n ? kh cc?n n ir?7.6.1 对重要参观来访，主要接待部门应按计划通知参加会晤的领导、陪同人员、落实会晤时间及场所。确定来宾访问路线并检查相关设施，确保电梯安全完好，环境、楼道、洗手间清洁，欢迎牌的设置和内容正确，摄像机、照相机电源充足。? i v ?i ?n tham quan quan tr?ng, b? ph?n ti?p ?i ch nhi ptheo? k? ho?ch th?

21、ng b ol?nh ?o g?p m?t, ng?i th pt ng, x c ?nh th?i gian v ?am ?i?gp m?t. X c ?nh ?ng l?tr nh ?n th?m ac?kh ch v ki ?m tra bi ?n ph p li n quan,m b?o c?u thang an to n, m?i tr?ng, h nh lang, nh v?sinh s?ch s?, ?t bi ?n ch o ? n v idung? ch nhx c, m y ?nh, camera ?y ?i?n ngu?n.7.6.2 对重要公务来访或会议来访，主要接待部

22、门应根据计划和来宾要求，提前预订好来宾下榻的宾馆；根据计划预订宴请的酒店；依据所定用餐标准，安排迎合来宾地方口味的饭菜及烟酒、饮料；根据计划确定游览路线、购物商场、娱乐项目；定制的礼品要保证质量。? i v ?i ?n th?m c?ng v? quan tr?ng ho?c ?n th?m h?i ngh?, b? ph?n ti?p ?i ch? y?uph?i c?n c? k? ho?ch v y u c?u kh ch n,?t tr?c ph ng kh ch s?n cho kh ch ?n; c?n c?k? ho?ch ?t tr?c ti ?c nh h ng; theo

23、ti u chu?n ?n qui ?nh, b? tr th?c ?n, r? u thu?c v n?c ng?t ph h?p v?i kh ?u v? c?a kh ch ?n; c?n c?k? ho?ch x c nh? l? tr nh tham quan, c?a h ng mua b n, c cm?c vui ch?i; qu ngph?it? ?m b?o ch?t l?ng.7.6.3 对大型会议或活动的来访接待，主办部门应事先准备公司简介等相关资料；检查会场水电、桌椅、投影仪、音响等设施；安排礼仪人员，准备签到册、名片盒等。? i v?i ti ?p ? n n?h?

24、i ngh?l?n ho?c s? ki ?n, b? ph?n ch? ?o ph?i chu?n b? c ct ili?u5 / 8页眉.li n quann?gi?i thi ?u c?ng ty; ki ?m tra c cthi?t b?nh? am thanh, m y ghi h nh, ?i?n,c n? h?i tr? ng; b? tr nhan vi nl? nghi, chu?n b? t? d?i, h?p danh thi?p.7.6.4 办公室按接待人数调度安排接待所需车辆，并留有余地；须保证车辆清洁，安全性能良好；公司车辆应服从办公室的统一调度。V?n ph

25、ng c?n c?s? ng?i ti ?p ?i b?tr ?i?u ng? xe c? c?n thi?t, v cd? ph ng; ph?i ?m b?o xe c? s?ch s?, t nh n?ng an to t; xenc?ngt? ty ph ?i ph?c t ng theo s? ?i?u ?ng th?ng nh?t chung c?a v?n ph ng.8 行为规范 Quy t ?c ?ng x?8.1 接待礼仪 L? nghi ti?p ?i:仪表：面容清洁，衣着得体；Nt m?t: khu?n m?t s?ch s? , qu?n o g?n g ng举止：稳

26、重端庄，从容大方；C? ch?: v?ng ch?c ?oan trang, thong th? h oph ng言语：语气温和，礼貌文雅；L?i n i:l ?i n inh? nh ng, l? ph pl?ch s?态度：诚恳热情，不卑不亢。Th i ?: nhi?t t nhchan th nh, khi mt?n l?ch s?.8.2 接待程序中要注意把握迎候时间，提前等候于公司门口或车站机场；接待人员引见介绍主宾时，要注意顺序；接受名片时，要以恭敬的态度双手接受，默读一下后郑重收入口袋中；过走廊时，通常走在客人的右前方，不时左侧回身，配合客人脚步，转弯处伸右手示意，并说 “这边请

27、 ”；客人落座后，要以双手奉茶，先客人，再主人，先领导，后同事；送客时根据身份确定规格，若送至大门口、汽车旁，招手待客人远去，方可离开。Trong tr nht? ti ?p ?i ph?i ch y n?m b?t th?i gian ch o ? n, ?ic tr?c?ng c?ng tyho?c san bay nh ga; khi nhan vi nti ?p ?i gi?i thi ?u kh ch m?i tham d?, ph?i ch ytu?n t?;khi ti ?p nh?n danh thi?p, ph?i gi ? th i ?cung k nh hai tay t

28、i ?p nh?n, sau khi ?c xong tr?nhtr?ng ? t v o trong t i o; khi qua h nh lang, th?ng th?ngctay?iph?ib c ?a kh nch,tr?th?ng quay ng?i sang tr i, ph?i h?p b?c ?i c ngikhv? ch, ch? v ng quay gi? tay ph?i ch?th?, v n i“ m?i ?i b n n y” ; saui xukhi?ng,kh ph?i chd ng?ng hai tay b?ng tr , ?a kh ctr?c, sau

29、?n ch?, l?nh ?o tr?c, sau ?ng nghi?p; khi ti ?n kh ch c?n c?than ph?n ? x c6 / 8页眉.?nh c ch th?c, n?u ?a ?n c?ng ch nh, ng? c?nh xe v?y tay, kh ch ? ?i xa m?i c?d?i?i.8.3 接待中涉及机要事务、秘密文电、重要会议，要特别注意保密；接待中既要熟练介绍公司情况，又要注意内外有别，严守本项目部商业机密；对不宜摄影摄像的场合，应向参观人员说明。Trong ti ?p ?i li n quans?v? b m?t, ?i?n t nb m

30、?t, h?i ngh?quan tr?ng, ph?i ?c bi?t ch y b?o m?t; trong ti ?p ?i ph?i gi?i thi ?u th nh th?c t nh tr?ng c?ng ty, c n ph?i ch y khc bi?t trong ngo i, nghi mtctuan th? b m?t c?a ban ng nh ? iv?i;?tr? ng h?p kh?ng ?c quay camera ch?p ?nh, ph?i n ir? v?i nhan vi ntham d?.8.4 接待中应厉行节约，精打细算，不摆阔气，不讲排场，不奢侈浪费。Trong ti ?p ?i ph?i th ?c h nh ti