Etiquette for answering the phone at the front desk switchboard

If your position is to answer the switchboard at the hotel front desk, do you know what etiquette you need to pay attention to? The following is prepared for everyone, I hope it can help everyone!

Basic requirements

Clear voice, kind attitude, accurate speech and quick response.

Voice Requirements

The tone, language, enthusiasm, promptness and personal knowledge of the hotel telephone operator are important factors that promote whether future guests decide to stay in the hotel.

1. Use a friendly and bright voice

When answering the phone, it is recommended to use a humane voice and use a smiling voice to talk to the other party. A friendly and bright voice makes the other person feel comfortable and satisfied. Some people call telephone ladies "smile ambassadors" who build friendly bridges between the public and the hotel through their voices. It can be seen that fully mobilizing all rhetorical means during phone calls is an effective means to establish a good image of the hotel and establish a good relationship with the public.

2. Use a natural tone and pay attention to wording

When expressing, hotel employees should pay attention to a natural and smooth tone, be calm and polite.

3. The volume is moderate

The volume should be moderate, not too high or too low, so that the guests cannot hear clearly. Use a pleasant, natural voice and speak at a pace that matches the other person's speed.

4. Natural tone

The tone should be natural, clear, soft, and friendly, and don’t be pretentious

Etiquette for answering the phone

1. Answer "within three rings"

All incoming calls must be answered within three rings to fully reflect the hotel's work efficiency. If you delay deliberately, pick up the receiver and then continue chatting with the people around you, leaving the speaker aside, this is not allowed.

2. Say hello first, then report your work unit, and then use greetings

This can avoid the trouble of confusing your identity and dialing the wrong number.

3. Avoid using too casual language

Enthusiasm and rhetorically appropriate sentences are half the success of answering the phone, so do not use informal, non-professional and impolite words.

4. Telephone wiring must be quick and accurate

All calls received by guests staying in the hotel must be quick and accurate. In addition, you are not allowed to mistransmit letters or phone messages from guests, and you must be serious, patient and careful. When talking, one end of the receiver should be placed on your ear, and one end of the microphone should be placed about 5 cm below your lips. If you need to talk to others during the conversation, you should cover the receiver with your other hand.

5. Listen carefully

Do not interrupt or jump to conclusions before the guest has finished speaking. If you do not understand clearly, repeat what the guest said to avoid making mistakes. Be polite when listening on the phone, listen carefully to what the other party is saying, and repeat and echo the other party's important words.

6. Keep good records

If it is important, you should keep records. When recording, repeat the other party's words to check whether they are correct. Then you should wait for the other party to end the conversation. If you cannot decide on the phone, you can tell the other party to ask the leader for instructions before making a decision on the phone.

7. The call is completed

When the call ends, you should say "Thank you!". The call is not completed until the other party ends the call, and the receiver is not allowed to be thrown hard at any time.

Telephone etiquette

1. Speak directly

When employees are on the phone, they should speak directly into the microphone, with a distance of 125px between the lips and the microphone. , use a normal tone of voice, speak straightforwardly, and get to the point.

2. Be prepared.

Phone books, frequently used phone numbers, calendars, notebooks and pens should all be placed within easy reach. Before making a call, employees should make various preparations, such as various forms, information, charts and related content.

3. Answer the phone politely

The caller can only judge the other party's attitude towards him based on the voice he hears. The most basic requirements are to greet the other party warmly, friendly and in a timely manner.

4. Interrupt the call politely

If an employee must leave for a while during the call, he should ask the caller to wait or ask the other party to hang up again. If the other party is willing to wait, you should inform the other party that the call has not ended and gently put down the receiver.

5. Transfer the call politely

Employees can only transfer the call when they are sure that the object to which the call is being transferred can provide help to the caller. They should tell the caller that they want to transfer the call. Accept and explain why you want to transfer.

6. End the call politely

When ending the call, employees should use appropriate closing remarks to express their gratitude to the caller or to apologize for their failure to provide help. They should Let the caller hang up the phone first to avoid any misunderstanding.