What do you know about hotel phone etiquette?

The use of telephones in people's lives and in the hotel industry is becoming more and more popular and important. Therefore, Guanzhi Jun believes that no matter which position you are in, you should be timely, accurate, and pay attention to language skills in telephone answering services. Important positions should not be left unattended. Below is the common sense about hotel telephone etiquette that I have compiled for you. I hope it can help you!

1. Inquiry information on telephone etiquette

1. Answer the phone promptly

If possible, answer the phone within *** three rings as a sign of respect to the caller or potential customer.

2. Pleasant greetings and intonation

Pay attention to the "intonation" when speaking. More rhythm, more freshness.

In face-to-face communication, 55% of the information is transmitted through your body and language, 38% through your tone of voice, and only 7% through the content of the words.

When communicating on the phone, 83% of the information is communicated through your tone of voice, and only 17% comes from the content of the words. So, smile and be enthusiastic during the call so that your guests can feel it on the other end of the phone.

3. Use the guest's name

If the guest does not tell his name, be sure to ask and use the guest's name as much as possible to address him. Everyone wants others to remember their name.

4. Clear and positive language, do not use slang

The expression should be clear, the wording should be appropriate, and do not use slang. Try to provide another opportunity for the customer to choose when giving a negative reply.

5. Do not use professional terminology

Using hotel terminology that guests are not familiar with will only waste more time for you and the guests. You should avoid such self-defeating things and avoid speaking in front of guests. Use hotel jargon.

6. Avoid monotony and change the tone.

The tone should have ups and downs so that guests will be interested.

7. Don’t speak too fast or tamper with the original meaning.

The purpose of speaking is to be understood by others. The rhythm of speaking should be moderate, and the voice should not be too loud or too quiet.

8. Stay focused and don’t be distracted.

Don’t touch anything except the receiver. Focus on the call and stay fully focused.

9. Listen attentively and do not interrupt the caller

Never interrupt the caller. Let them finish what they have to say and listen actively before making your own suggestions. or perspective.

2. Telephone Etiquette Confirming Information

1. Repeat the information heard to the guest

Repeat the guest’s information to ensure it is correct and avoid misunderstandings. Repeating what the guest has said shows that you are listening attentively and responding positively to the guest.

2. The information should be specific and willing to help the guests.

Provide specific information and further determine the needs of the guests through inquiries. Try to be considerate of your guests as much as possible, be meticulous and don't leave any doubts to your guests.

3. Do not tell others your room number.

In order to protect the safety of guests, do not tell others your room number during the phone call. If the caller only provides the room number, also ask the caller to state the name of the guest in this room to prevent the guest from being disturbed by wrong calls.

3. Telephone Etiquette: Transferring the Call

1. Inform that the call will be transferred

Let the person who answers the phone know that you want to see the answerer for anything. If the call is to a hotel colleague, give the caller's information first so the caller doesn't have to repeat it. If possible, introduce both parties to the call.

2. Let the caller finish speaking, and then set the caller to waiting mode

Ask the caller's name and obtain the caller's consent before setting the caller to online waiting mode. state. If you need to ask someone to wait on line, you need to express your gratitude and make the caller feel respected and valued.

Provide callers with choices: Give callers as many choices as possible to save them time.

Always give feedback to waiting customers: If you still can't get through, at least ask the caller again and give the caller a chance to choose.

3. Record complete phone messages

As much as possible, leave a message for the guest or ask the guest if he or she needs to access the voicemail. Give guests the opportunity to choose. Some people may not like voice messages, so you can record a complete message for the guest.

The fully recorded message includes:

①The name of the caller

②The date and time of the call

③The name of the caller and Spelling

④Caller’s organization

⑤Caller’s phone number

⑥Simple information

⑦Name and signature

After recording the complete message, you need to repeat the guest's information, paying special attention to repeating the guest's name and number

4. Handling needs and problems in telephone etiquette

1. Handling multiple Requirements

Staying calm is key and it is best to deal with one thing at a time rather than dealing with several things at the same time. Be prepared and make sure you have everything you need on hand. You know when you're usually busy and you're prepared so you don't have to rush when you're busy.

①Prioritize service to paying customers

②Try not to let guests wait online for more than 30 seconds

③Please wait for customers who call at the same time, follow the instructions Serve guests in order. You must obtain the caller's consent to set the waiting time

④When you answer the phone again, express your gratitude to the waiting customer

⑤If you take too long to answer the phone, you can make an appointment with the customer Establish the exact call back time before calling back

⑥When the business is busy, there are only two options, either ask the caller to wait online, or write down the caller's phone number and call back later

2. Handle various situations

If a guest or other caller speaks a different language that you don’t understand, don’t be upset, and don’t end the call just because you don’t understand. This may be an emergency. Be dedicated to solving problems for guests. If you can't solve the problem, ask an employee who can solve the problem for help.

3. Respond to calls from dissatisfied guests

When guests complain, don’t make excuses, listen to the caller with compassion, and provide solutions.

When taking notes, tell the caller. Long pauses can create misunderstandings for callers.

4. Understand the caller

The key to phone etiquette is: listening, empathizing, apologizing, solving problems and following up

These practices will make Turning an unhappy caller into a happy one may not always work, but at least it won't leave the caller dissatisfied with the hotel.

5. Inform the customer of the time required to solve the problem

Inform the customer of the time required to solve the problem and follow up on the results of the problem resolution.

5. Telephone Etiquette for Room Sales

Determine the guest’s needs and preferences by asking questions:

①Introduce product features and functions. For example: free movies and game rooms for family guests, free local calls and computer data ports for business guests

②Provide guests with a variety of choices. For example: different room types, different prices, different dates

③Encourage guests to participate and make choices

④Once you clarify the specific needs of the guests, implement sales

⑤Complete the reservation according to the program

Etiquette for using mobile phones in hotels

1. In all public occasions, mobile phones must be left etiquette when not in use. regular location. Do not keep it in your hand or hang it outside your coat pocket when not in use.

The correct place to put your mobile phone should be in your briefcase, in the inner pocket of your coat, on your belt, or in an inconspicuous place, but not on the table, especially not facing the customer who is chatting opposite.

2. During a meeting or when negotiating with others, the best way is to turn it off, or at least set it to vibration mode. This shows respect for others without interrupting the speaker's train of thought. And the kind of constant chatter at the venue, as if the business is very busy, makes everyone's eyes turn to you, which will imply to others that you lack self-cultivation.

3. People who pay attention to the etiquette of using mobile phones will not answer or make calls on mobile phones in public places or while answering landline calls, while driving, on airplanes, in theaters, libraries and hospitals. It is also impolite to talk on the phone loudly on the bus.

4. When calling the other party on the mobile phone, especially when you know that the other party is a busy person in a responsible position, the first thing that comes to mind is, is it convenient for the other party to answer the phone at this time? And you can judge whether the other party can be long-term through the other party's environment. talk. No matter what the situation is, it is better for the other party to decide whether to call or not, so "Is it convenient to call now?" is usually the first question when dialing a mobile phone.

5. In public places, especially stairs, elevators, intersections, sidewalks and other places, you should not use your mobile phone without anyone else around. You should lower your voice as much as possible and never speak loudly.

6. In some situations, such as watching a movie or in a theater, it is extremely inappropriate to use a mobile phone. If you have to reply, it may be more appropriate to send mobile text messages in silent mode.

7. At the dinner table, it is still necessary to turn off your mobile phone or set it to vibrate. Avoid being interrupted by an annoying *** when you are enjoying your meal.

People also: