Etiquette of answering the phone at the switchboard

Service attitude and service efficiency are the most important things to receive guests at the front desk. So what are the basic etiquette of the front desk? The following are some of the contents I collected, hoping to help you.

The basic etiquette of answering the phone

1. Always use polite language? Please. 、? Thank you? 、? Excuse me. When talking to guests, don't argue with them, don't lose your temper, and use a gentle tone.

2. When inquiring information for the guests, don't say nothing, but feedback the inquiry results to the guests from time to time to show respect for the guests, instead of making them feel left out.

When you get back the reserved phone, you must say:? Sorry to have kept you waiting. what can I do for you? Sorry to have kept you waiting. What can I do for you?

When you receive a silent call, you can't hang up in a hurry. Do we have to say it at the end? Thank you for calling. Goodbye?

5. when you call a guest, apologize first? Mr x and miss x, I'm sorry to bother you. This is the switchboard.

Standard courtesy expressions for answering the phone

1. Before transferring the call to the guest: Thank you for calling, please wait a moment.

2. Before disturbing the guests: Hello, sorry to disturb you, this is the switchboard.

When the line is busy and the guest needs to wait, I'm sorry, please wait a moment.

When I mentioned the waiting after the phone call, I'm sorry to have kept you waiting. what can I do for you?

Sorry, the line is busy. Can you call back later?

B Sorry, the line is busy at the moment. Do you want to wait or call back later?

No one answered the phone: A Sorry, the phone is not answered at the moment. Can you call back later? B there is no answer at present. Would you like to leave a message? (For customer and manager levels)

7. Hello, this is the operator of Gloria Hotel in Yin Hao. How can I help you? Hello, your phone is connected, please speak. Sorry, your phone is silent. Would you please change it or call back later? Thank you for calling. Goodbye.

8. When the phone is quiet or noisy, I can't hear clearly: Sorry, I can't hear clearly. Would you please repeat that?

9. When the guest dialed the wrong number: Hello, this is the operator of Gloria Hotel in Yin Hao. Can I help you?

10. Incoming signal is not very good: Sorry, the signal is intermittent and I can't hear you clearly. Would you please repeat that?

1 1. The caller doesn't have an extension number: Sorry, our hotel doesn't have this extension number. Would you please check it and call back later?

12. Guests who are not in business hours call for information (Chinese food and western food): Sorry, Chinese food and western food are not in business hours. Can you call back later?

13. Hello, this is the operator of Gloria Hotel in Yin Hao. It may be our internal extension calling you. Could you tell me your telephone number conveniently? I can help you find out where the call came from on the computer. (For missed calls that cannot be queried: Sorry, missed calls are not displayed in our computer list).

14. inform MOD: hello, manager x, today is your chief duty. Have a nice day at work. Goodbye.

15. The guest complained that the switchboard was not answered. Sorry, because the wiring of our hotel is out of order and is under repair. I'm sorry for the inconvenience. Where do you want to transfer?

16. How to check with the guests M/C: Mr. and Miss XX, your room number is XX. I will wake you up tomorrow, right? Ok, please rest assured that we will definitely wake you up on time. Good night

17. How to inform M/C: Good morning/afternoon/evening, Mr./Miss X, this is your morning/afternoon/evening call. Have a nice day. Goodbye.

18. Follow-up message: Good morning/afternoon/evening, sir/madam. I'm sorry to bother you. This is the switchboard. Did you get the message? Roger said, OK, thank you. Have a nice day! Goodbye. B: I didn't receive it. A guest is calling for you. I hope you can call him back when you arrive at the hotel.

9. The caller asks for a guest, but the guest doesn't want to answer: Sorry, the phone won't answer for the time being. Do you need to leave a message?

20. Caller looking for a hotel guest: Do you know the name of Room X?

2 1. Caller wants to find a guest with DND: Sorry, this room is empty.

22. Call for guest information: Sorry, it is not convenient for us to provide you with guest information. Would you please contact him in other ways?

23. Inconsistent guest information provided by the caller: Sorry, the information you provided is inconsistent with the information registered in our computer. Would you please check it and call back later?

24. I'm sorry I can't answer the guest's questions in time. A moment, please. Can I call you back later?

Matters needing attention

1. Answer within three tones, and answer the phone in a kind and sweet voice.

2. Before connecting, ask the guest where to connect. When transferring rooms, be sure to ask the guest's name, room number and other related information.

3, if the caller can't provide specific information, can't flatly refuse, patiently query the relevant information for the guest, whether it is consistent, and then see if the situation is transferred.

Be sure to tell the guests before the loan. Thank you for calling. A moment, please. ? Put an end to silence

If the information provided by the guest is inconsistent, the operator should ask the guest to check it and call back in a friendly tone later, so as not to say anything? No, no, you have the wrong number? Then I hung up.

After 6.23:00, the telephone number to enter the guest room should be prepared correctly. If the information provided by the caller does not match, the switchboard will not transfer, and the caller can be asked to leave a message first.

7. For guests who have done DND, they only need to rest for a while. When they are not disturbed, the operator must leave messages for the guests, and important calls can be transferred as appropriate.

8. When the guest asks to disclose the information of the guest in the room, he should explain the relevant regulations of the hotel to the guest euphemistically, normatively and flexibly, and apologize to the caller. 9. Receiving a complaint call: Don't rush to grab the phone. After listening patiently, apologize to the guest first, ask the guest to wait a moment, and repeat the complaint to AM concisely and clearly as soon as possible, and then put the phone through to AM.

slogan

Internal slogan: Good morning/afternoon/evening, operator, good morning, good afternoon, good evening, operator. The slogan outside: Good morning/good afternoon/good evening, Gloria Hotel, Yin Hao. May I help you? Good morning and good afternoon. Good evening, Gloria Hotel, Yin Hao. Can I help you?