Contents of hotel switchboard service

Hotel switchboard services mainly include:

1. Telephone service: the switchboard operator answers the phone within 10 second after the phone rings, greets the guests correctly and gives the hotel name; Transfer the call according to the guest's request and say "thank you for calling!" " End the call.

2. Transfer calls: In the process of transferring calls, the switchboard operator should be proficient in job English in order to provide services for foreign guests. If the line requested by the guest is busy, the switchboard operator should prompt the guest: "Hello, the number you dialed is busy, please redial later?" If the guest asks to wait, he should play waiting music for the guest first, and then transfer it after 20 seconds until it is connected. If the call requested by the guest is not answered, the switchboard operator should set up a "callback function" to inform the guest, "Hello, the phone is not answered for the time being. Do you need to transfer to another extension or leave a message? " .

3. Wake-up service: The switchboard operator also provides wake-up service without interruption and message service. When receiving the wake-up call and do not disturb service, repeat the room number, guest name and notification person, and make a record after confirmation. When you leave a message, you should also confirm it repeatedly, and hand it over to the relevant departments in time and make records.

4. Master the hotel information of the guests: The switchboard operator should master the hotel information of the guests in order to provide more accurate services for the guests.

5. Master the mechanical function, operation and precautions of the telephone room: The switchboard operator should be familiar with the mechanical function, operation and precautions of the telephone room, and learn to master the operation of the telephone console on the basis of mastering the computer operation.

6. Strictly abide by the confidentiality manual: the switchboard operator should strictly abide by the confidentiality manual and keep the guest information, hotel employee information, telephone number and hotel operation confidential. And politely refuse the unreasonable request of the caller.