First, the telephone etiquette of asking for information
1. Timely answer the phone
As far as possible in the phone *** ring three times within the answer, this is to the caller or potential customers to show respect.
2. Pleasant greetings and tone
Pay attention to the "tone" of speech. More rhythm, more freshness.
When communicating face-to-face, 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 communicated is through your tone of voice, and only 17% comes from the content of the words. So keep a smile and warmth on the call so that guests can feel it on the other end of the line.
3. Use the guest's name
If the guest doesn't give his name, be sure to ask for it and address him by his name as often as possible. Everyone wants to be remembered by name.
4. Clear and Positive Language, No Slang
Expressions should be clear and worded appropriately, no slang. Whenever possible, give the guest a negative response with another opportunity for him to choose.
5. Don't use jargon
Using hotel jargon that is unfamiliar to the guest will only waste more time for you and the guest, and should be avoided by avoiding this kind of clumsy thing, and never use hotel jargon in front of the guest.
6. Avoid monotony, change the tone
The tone should have a high and low ups and downs, guests will be interested in listening.
7. Do not speak too fast or tamper with the original meaning
Speech is for others to understand, the rhythm of speech should be moderate, not too loud, not too small.
8. Concentrate and don't get distracted
Don't touch anything but the receiver. Focus your energy on the call and keep your full attention.
9. Concentrate on listening, don't interrupt the caller
Never interrupt the caller, let them finish, listen actively, and then make your own suggestions or points.
Second, the telephone etiquette of the confirmation of information
1. Repeat the information heard from the guest
Repeat the information of the guest to ensure that it is correct, to avoid misunderstanding. Repeating what the customer said shows that you are listening and responding positively to the customer.
2. Be specific and helpful
Provide specific information and ask questions to further determine the needs of the guest. As far as possible for the guests to think about, to do detailed, do not let the guests have any doubt.
3. Don't give out your room number
To protect your guests, don't give out your room number during the call. If the caller only provides the room number, also ask the caller to say the name of the resident of this room, to avoid the resident being disturbed by the wrong call.
Third, the telephone etiquette of the transfer of calls
1. Inform the transfer of calls
Let the person who answered the phone know that there is something to find the receiver. If the call is to find a hotel colleague, it is necessary to tell the caller's information, so that the caller does not have to repeat. If possible, introduce both sides of the call.
2. Let the caller finish speaking, then set the caller on hold
Ask for the caller's name and ask for permission to set the caller on hold. If you need to put someone on hold, thank them and make them feel respected and valued.
Give callers choices: Give callers as many choices as possible, it will save them time.
Give frequent feedback to the person on hold: If you still can't get through, at the very least, ask the caller again and give them options.
3. Record complete phone messages
Whenever possible, leave a message for the guest or ask if the guest would like to intervene on voicemail. Give the guest the option to record a full message, as some people may not like voicemail.
A fully recorded message includes:
① Answerererer's name
② Date and time of answer
③ Caller's name and spelling
④ Caller's organization
⑤ Caller's phone number
⑥ Simple information
⑦ Name and signature
Fully recorded. After leaving a message, you need to repeat the customer's information, pay special attention to repeat the customer's name and number
Fourth, the telephone etiquette of dealing with the needs and problems
1. Handling multiple needs
Keeping calm is the key, it is best to deal with one thing at a time, rather than sloppy handling of several things at the same time. Be prepared and make sure you have everything you need on hand. You know when you'll usually be busy, and by being prepared, you won't be overwhelmed during busy times.
① Prioritize paying guests
② Try not to keep guests on the line for more than 30 seconds
③ Ask guests who are calling at the same time to wait and serve them in order. You have to get the caller's permission to set up the wait
④ When you pick up the phone again, thank the waiting guest
⑤ If it takes too long to pick up the phone, you can agree on an exact callback time with the guest, and then call back again
⑥ There are only two choices when business is busy, either to ask the caller to wait on the line, or to write down the caller's phone number to call back later
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2. Handling situations
Don't get annoyed if a guest or other caller speaks a language you don't understand, and don't end the call just because you don't understand. This may be an emergency situation. Do your best to solve the problem for the guest. If you can't solve the problem, ask for help from an employee who can.
3. Responding to calls from dissatisfied guests
When a guest complains, don't make excuses, listen to the caller with empathy, and offer a solution.
When taking notes, tell the caller. Long pauses can be misunderstood by the caller.
4. Understand the caller
The keys to telephone etiquette are: listen, empathize, apologize, solve the problem, and follow up
These are the things that will make an unhappy caller happy, maybe not always, but at least not in a way that will make the caller unhappy with the hotel.
5. Inform the guest of the time it will take to resolve the issue
Inform the guest of the time it will take to resolve the issue and follow up on the outcome.
V. Telephone etiquette of room sales
Determine the needs and preferences of the guests by asking questions:
① Introduce the product features and functions. For example: free movies and game rooms for family guests, free local calls and computer data port for business guests
② Provide guests with a variety of options. For example: different room types, different prices, different dates
③ Encourage guests to participate and make choices
④ Once you have clarified the specific needs of the guest, implement the sale
⑤ Complete the booking according to the program
Etiquette for cell phone use in hotels
1. In all public **** occasions, the cell phone, when not in use, should be put in the In all public places, the cell phone should be placed in the normal place of etiquette when it is not in use. Do not carry it in your hand or hang it out of your jacket pocket when it is not in use. The right place to put the phone should be in a briefcase, inside jacket pockets and belt, or placed in an inconspicuous place, but not on the table, especially not to the opposite side of the customer is chatting.
2. In the meeting or negotiation with others, the best way to turn it off, at least to the vibration state. This shows respect for others, and will not interrupt the speaker's thoughts. And the kind of meeting *** constantly, seems to be very busy business, so that everyone's eyes are turned to you, which will suggest that you lack of cultivation.
3. Pay attention to the etiquette of the use of cell phones, people will not be in the public **** occasions or landline telephone answering, driving, airplanes, theaters, libraries and hospitals to pick up and play the cell phone, that is, in the bus loudly to pick up the phone is also a breach of etiquette.
4. To call each other on the cell phone, especially when you know that the other party is a busy person in a key position, the first thing that comes to mind is that the other party is convenient to answer at this time? Also, you should be able to recognize whether you can have a long conversation with the other party through their environment. No matter what the situation is, it is better to let the other party decide whether or not to talk, so "Is it convenient to talk now? This is usually the first question you ask when you dial a cell phone.
5. In public places like stairs, elevators, intersections, and sidewalks, you can't use your cell phone like no one's business, and you should keep your voice down as much as possible, and never talk loudly.
6. On some occasions, such as at the movies or in the theater, it is extremely inappropriate to talk on a cell phone, and if you have to talk back, it may be more appropriate to use a muted mode of transmission of cell phone messages.
7. At the dinner table, it is necessary to turn off your cell phone or put it on vibrate. Avoid being interrupted by an annoying *** when you're in the middle of a meal.
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