Communication skills of hotel employees' telephone etiquette

As a hotel employee, do you know what is the etiquette for hotel employees to answer the phone? The following is the etiquette for hotel staff to answer the phone for everyone, I hope it will help everyone!

Etiquette of hotel staff answering the phone

First, the requirements for answering the phone

1. All incoming calls must be answered within three rings.

2. When speaking, one end of the microphone should be placed on the ear, and the other end of the microphone should be placed about five centimeters below the lips. If you need to talk to someone halfway, cover the microphone with your other hand.

3. Make records when necessary, ask the main points of the call clearly, and then repeat them to the other party.

4. After the other party hangs up, the call ends. Never throw the receiver hard at any time.

5. Don't make personal calls or make personal calls in hotels. If there is an emergency call at home, transfer it to the department office and end the call as soon as possible. Others answer, just record for them.

Second, the speech rules when answering the phone

1, the tone should be natural, clear, soft and kind. Don't put on airs, and the volume should not be too high or too low, lest the other party can't hear you clearly.

2. Don't use foul language, use contemptuous and insulting language and online language.

3. No kidding.

4. use honorifics more, pay attention? Please. 、? Thank you? Never leave your mouth.

5. Don't talk at any time? Hello? .

Third, the telephone answering procedure.

A, say hello B, apply for position C, apply for name, specifically:? At your service, ask about your needs.

1. When the switchboard answers the extension call, it shall be executed in the order of A, B and C; When the switchboard answers the outside call, it shall be implemented according to the existing regulations.

2. Reception at the front desk, assistant manager in the lobby, business center and concierge in the front office shall be conducted in the order of B (English), D (English), A (Chinese) and B (Chinese).

3. Telephone calls of other departments (except department offices) shall be executed in the order of A, B and C. ..

4. The order of answering the phone in each department office is: A+ office name+my name.

5. Unless otherwise specified, all the above positions require the use of Chinese first, and when the other party uses English, it should be changed to English service.

Fourth, the handling of special circumstances.

1. When you answer the phone, a guest comes to ask for service:

(1) smiles and nods, indicating that it will serve the guests as soon as possible.

(2) Quickly end the telephone conversation and say in Chinese: Sorry to have kept you waiting! ? When entertaining foreign guests: Thank you for waiting. ?

2. When you are serving the guests, a phone call comes in:

(1) Smile and tell the guest who was interrupted temporarily:? Excuse me, please wait a moment. ?

(2) Answer the phone according to the requirements and procedures for answering the phone, and end answering the phone as soon as possible.

(3) After you put down the phone, you should apologize to the interrupted guest immediately. Sorry to have kept you waiting! ? When entertaining foreign guests: Thank you for waiting. ?

When the caller is not in, we should ask the caller if he needs to leave a message or call back.

(1) Sorry, sir (madam), so-and-so is not in right now. Do you need information service?

May I have your phone number and your respectful name?

(3) Recording the message, repeating the guest's message while recording, and finally repeating it.

Communication skills between hotel staff and guests

Know the guests correctly

To communicate well with guests, we must first know the guests correctly. What's the guest? And then what? The guest is not what?

Who are the guests of 1?

A guest is a customer.

In the hotel's guest-host interaction, the two sides play different roles? Social role? . Who is the service staff? Service provider? Who is the guest? The recipient of the service? , is it? Who will serve? . The front office staff can never forget this in their work and can't take guests from? Who will serve? Into something else. All by? Provide services? Incompatible things should not be done. Especially if you can't go anyway. Gas? Your own guest. The reason is simple: guests come to the hotel, have they come? Spend money on enjoyment? , no

Guests are the proudest people.

When ordinary guests come to the front desk or restaurant of the hotel, the first sentence they say is:? Call your boss (manager). ? What are you doing here? Come and give one to the guests? Face? Give the guests face and other things (such as price and bill settlement) will be much easier. On one occasion, a hotel manager visited the hotel square and saw a frequent visitor, Boss Zhang, get out of the car. The businessman who brought him said that this is a famous local hotel and he has a good face in this hotel. He also said that wherever he went, the service staff knew him and respected him. He also said:? If you don't believe me, look at me. ? The regular customer brought his client to the front of the hall with a big smile. The doorman has opened the door and greeted him with a big smile. Good morning, boss Zhang! Please come in! ? Before Boss Zhang arrived at the reception desk, several waiters in the front desk greeted him with one voice. Hello, boss Zhang! ? Boss Zhang said:? A friend came and opened two suites. ? The waiter quickly checked in and asked Mr. Zhang to sign in. When he walked from the elevator to the guest room stairs, the room attendant had opened the room for them and greeted Boss Zhang and his party at the door? Boss Zhang thanked the hotel for giving it to him afterwards? Face? , making his business very smooth. A common saying in our service:? Give the guests face. ? Is this because it caters to guests? Seeking respect? Psychology.

Guests are all people with a sense of superiority.