What are the etiquette instructions for the hotel to answer the phone?

Hotel telephone is now part of the hotel work, so as a hotel person, do you know what the hotel telephone etiquette is? The

What are the etiquette instructions for the hotel to answer the phone?

Hotel telephone is now part of the hotel work, so as a hotel person, do you know what the hotel telephone etiquette is? The following is the hotel phone etiquette for everyone, I hope I can help you!

Hotel telephone etiquette

basic requirement

The basic requirements of telephone work are: clear voice, kind attitude, accurate speech and quick response.

Etiquette for answering the phone

1. Three-ring internal contact

All incoming calls must be within three rings to fully reflect the efficiency of the hotel. If it is a deliberate delay, it is not allowed to chat with people around you as usual after picking up the receiver and putting the speaker aside.

2. Say hello first, then report to the unit, and then use greetings.

This can avoid the confusion of identity and the trouble of dialing the wrong number, such as "Hello, XX Hotel", which generally requires Mandarin, Cantonese or Chinese and English. For example, good morning, xx×× Hotel.

Answer the phone and say hello. Say hello after reporting to the company, such as "What can I do for you?" I don't say anything, just ask each other blindly: "What's your name? Which unit are you from? " This practice is extremely impolite. In addition, it should be noted that the order of hello, reporting unit and greeting opening words should not be reversed and mistaken. This is polite and gives people a sense of intimacy.

3. Avoid using too casual language.

A warm and rhetorical word is half the battle, so don't use informal, unprofessional and impolite words.

4. Telephone connection should be fast and accurate.

Most of the calls received by the guests staying in the hotel are long-distance calls, which is very important, so the call should be connected quickly and accurately. In addition, it is not allowed to misinform guests' letters or telephone messages, but must be serious, patient and careful. When speaking, one end of the microphone should be placed on the ear, and the other end of the microphone should be placed about 5 cm below the lips. If you need to talk to someone halfway, cover the receiver with your other hand.

Listen carefully.

Don't interrupt or jump to conclusions before the guest has finished speaking. Repeat the guest's words in an inaudible place to avoid making mistakes. Pay attention to politeness when listening to the phone, listen carefully to the other party's speech, repeat and attach the other party's important words, and give the other party positive feedback from time to time with "hello", "yes" and "yes".

If the other party sends an invitation or meeting notice, it should be thanked. If the other party reflects problems or complaints from guests, the receptionist should be patient, pay great attention to the tone and wording of the reply, and be warm, sincere, friendly and cordial, so that the other party can realize your concern for him.

Keep records

If it's important, record it. When recording, repeat what the other party said and check whether it is correct. Then you should wait for the other person to finish the conversation by himself. If you can't decide on the phone, you can tell the other party to ask for instructions and then make a decision on the phone.

7. The call is over

At the end of the call, you should say "thank you!" . When the other party ends the call, the call is over. Never throw the receiver hard at any time.

Sound requirements

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

1. Friendly and lively voice

When answering the phone, we should advocate the voice of employing people and talk to each other in a laughing voice. The friendly and lively voice makes the other party feel comfortable and satisfied. Some people call the telephone girl "the smiling ambassador". They built a friendly bridge between the public and the hotel through their own voices. It can be seen that fully mobilizing all rhetorical devices is an effective means to establish a good image of the hotel and establish a good relationship with the public.

2. Natural tone and careful wording

Hotel staff should pay attention to the natural and smooth tone, calm and polite when expressing.

3. The volume is moderate

The volume should be moderate, neither too high nor too low, lest the guests can't hear clearly. Use a pleasant and natural voice, and the speed of speech should adapt to the speed of the other party.

Step 4: Natural colors

The tone should be natural, clear, soft and kind, don't put on airs, don't be hoarse, but give people a pleasant feeling.

? Articulate

Pronunciation is clear and easy to understand, without local accent, such as Chaoshan accent and Hakka dialect.

6. Beautiful intonation

The intonation should be beautiful, passionate and expressive, not monotonous and without gasps.

Matters needing attention

1. Observe the confidentiality system

Answering guests' inquiries does not violate the confidentiality provisions. In most cases, the operator is not allowed to provide the questioner with the guest's name, room number and any other information about the guest to ensure that the privacy, quiet life and living environment of the guest are not violated.

2. Quick delivery

The switchboard service is more difficult because it can't receive guests, so it needs comprehensive knowledge and quick judgment to deal with things.

Use polite language

Pay attention to using polite language, and don't use foul language, contempt and insulting language. Don't use "Hello", "I don't know", "What", "Not in", "I'm busy" or end the call at any time.

4. Don't make mistakes

If you dial the wrong number, especially at night, you will definitely be scolded by the guests. So try to avoid mistakes.

Leave a message for the guest

You have to find out the identity of the caller and what it is. Please wait a moment, remember the relevant contents, ask the other party to leave their phone number and repeat it, and then say thank you. It is forbidden to eavesdrop on the guest's phone.

6. wake-up call

If a guest asks for a wake-up, he should make a clear record, operate the automatic wake-up machine accurately or wake up by phone on time without delay. When there is no answer, he can call once every two or three minutes, and notify the waiter when there is no answer for three times.

It is the responsibility of hotel operators to wake up guests carefully and accurately. Any dereliction of duty of the telephone operator and failure to wake up the guests on time will cause dissatisfaction, anger and resentment of the guests, because this careless service may make the guests miss a flight, delay the trip or lose a big business.

7. Respond to consultation

When answering questions, be patient and polite to solve problems for the guests.

8. Deal with emergencies

Fast, accurate and not urgent, familiar with the telephone numbers of public security, fire protection and other related business units in this area.

9. No personal phone

Don't use the convenience of work to make personal calls, which will affect the normal work of the hotel.