Hotel telephone answering etiquette?

Nowadays, many people reserve rooms by phone, so do you know the etiquette of answering the phone in the hotel? The following is for everyone, I hope to help

Nowadays, many people reserve rooms by phone, so do you know the etiquette of answering the phone in the hotel? The following is for everyone, I hope to help everyone!

1. Before answering the phone:

(1) Prepare recording tools: If you don't prepare recording tools, it's impolite for you to ask the other party to wait for a while when they need to leave a message. Therefore, before answering the phone, you should prepare recording tools, such as pens and paper, mobile phones, computers and so on.

(2) Stop all unnecessary actions: Don't let the other party feel that you are dealing with things that have nothing to do with the phone. The other person will think that you are distracted, which is also impolite.

⑶ Use the correct posture: If your posture is incorrect, the mobile phone will slip from your hand or accidentally fall to the ground, making a harsh sound, which will also make the other party feel dissatisfied.

Answer the phone quickly with a smile: let the other person feel your enthusiasm on the phone.

Step 2 answer the phone

⑴ Answer the phone within three times: This is a hard requirement for a star hotel to answer the phone. In addition, pay attention to answering the phone: 1. Pay attention to the tone of answering the phone, let the other person feel that you are willing to help him, and you can hear that you are smiling in your voice; ② Pay attention to the speed of intonation; 3. Pay attention to the wording of answering the phone, and never use any impolite language to make the other party feel unwelcome; (4) Pay attention to the environment in which both parties answer the phone; (5), pay attention to when the telephone line fails, be sure to confirm the reason to the other party; 6. Pay attention to the attitudes of both parties on the phone. ⑦ When you hear each other's conversation for a long time, you should also reflect it, for example, using "Yes, you can" to indicate that you are listening.

(2) Say hello and introduce yourself to the department;

(3) If you want to know who the other person is, don't ask "Who are you" abruptly. You can say "Who are you" or ask politely, "Excuse me, may I know your address?" ;

(4) When you have to put the phone on hold or keep the guests waiting; You should explain and apologize. Pay attention to each other every 20 seconds and ask them if they want to wait.

5. Transfer calls quickly: Every employee must learn to solve telephone problems by himself. If he can't solve it by himself, transfer to the correct extension and let the other party know who the call is transferred to.

[6], the other party needs help, we should do our best: as hotel employees, we should try our best to help the guests. For each call, we can do the following: ①, greet ②, apologize ③, leave a message ④, inform ⑤, help ⑤ immediately, transfer the call ⑧, directly answer and solve the problem ⑧, and call back.

(7) Thank the other party for calling and end the call politely: At the end of the call, thank the other party with a positive attitude and the other party's name.

(8) Always call each other by their first names, which shows respect for each other.

9. When there is a missed call on the mobile phone, you should reply to the text message or phone call in time and ask if there is anything important.

10, unless there is an emergency, try not to call anyone after 10 in the evening to avoid disturbing others' rest.

Matters needing attention in hotel purchasing telephone

At present, there are more and more telephone brands in hotels, and the choice of hotels has also widened, but problems have followed. Many hotels don't understand the general standard, technical development trend and brand structure of hotel telephones, or ignore the requirements of manufacturers for after-sales service and function upgrade. The broken telephone can not be replaced or repaired, which brings trouble to the hotel work and even leads to complaints from guests.

So, what should hotels pay attention to when purchasing telephones?

There are four basic criteria for purchasing telephones in internationally renowned hotels:

Big publicity board: printing hotel LOGO, telephone guide, push-to-talk logo.

Push-to-talk speed dial: a speed dial key used for ordinary hotel services.

Eye-catching information light: the switch has information prompt.

Standard data port: connect telephone extension, fax machine, answering machine and other equipment.

In addition, the following requirements should generally be met:

Heavy weight-ensure that it is not easy to be pulled up and landed, and the bottom corner of the mobile phone is preferably silicone rubber instead of foam.

The handle line should be long-you can do other things when you talk, such as looking for things and documents.

Handle compatible hearing AIDS-meet the needs of passengers with poor hearing.

Only when the telephone meets the above conditions can it meet the special requirements of the hotel. Although ordinary telephone can also screen print the hotel logo, the humanized service measures of the hotel can not be reflected, so it should be excluded first when purchasing.

Some manufacturers have introduced some improved functions in view of the early functional design defects of hotel telephones, which can be called the new international standard of room telephones:

When the phone is turned off, the push-to-talk storage number will never be lost: the early push-to-talk storage number is supported by lithium batteries or large capacitors, and the lithium batteries will always be used up in three to five years at most. When the power is cut off for more than 24 hours, all the stored numbers of Push-to-Talk will be lost, which will bring trouble to guests and hotels, while large capacitors are easy to lose their numbers when the power is cut off. The new "push-to-talk" storage mode with the latest EEROM and software technology never loses the number, which completely solves the problem that has plagued the industry for many years.

Message information light directly extracts messages: many guests staying in the hotel are strangers, just as the message light is on, I don't know how to extract messages. The latest "light-key integration" technology can trigger public broadcasting to automatically start extracting information by directly pressing the information light.

Redial number disappears automatically: redial is the basic function of ordinary telephone, but in the special environment of hotel, redial key means that the privacy and secret of the guest's call may be leaked, which leads to the dissatisfaction of VIP guests such as stars and dignitaries, and other management and administrative means of the hotel cannot guarantee to solve this problem. Bit through technological innovation, so that the phone has realized the automatic disappearance of redial numbers.

Busy tone automatically hangs up: generally, the phone forgets to hang up or hangs up improperly, which will lead to the failure of the call. The new technology of automatic hang-up of busy tone has solved this problem by restoring the hang-up state of the phone after a long busy tone.