Polite expressions for answering the phone at the front desk
1. Speak politely and serve warmly.
* * *1* * The reception service uses polite language, which is persistent and used to it. As soon as you answer the phone, honorifics take the lead, such as "hello!" " "Go ahead" and so on.
***2*** Be humble in tone and sincere in attitude. No matter what attitude the caller takes when speaking, the operator should always keep his tone humble and sincere, and never contradict the caller and have an argument.
***3*** The tone should be kind and euphemistic. Have the spirit of helping others solve problems and be willing to help others. Speak in a friendly and euphemistic tone, so that the caller can feel your concern and help.
***4*** The timbre should be soft and sweet, so that the caller feels at home, as if hearing the call of relatives at home.
***5*** Pronunciation should be accurate and clear. No matter what language or dialect you speak, you should pronounce it accurately and clearly. This will ensure that the other party can hear clearly.
***6*** The language should be concise and the words should be appropriate. Speak concisely, don't bother, use appropriate words, don't misunderstand, and don't blurt out rude words.
* * * 7 * * Speak at a moderate speed. According to different call objects, control the speech speed appropriately. For those who are in a hurry, don't give people the feeling of deliberately delaying time. For the elderly or people with communication difficulties, we should slow down the speech appropriately to achieve the purpose of clarity and correctness.
2. Be patient and sincere, and maintain credibility.
*** 1*** patiently explain. When the caller has questions for help, the operator has the responsibility to patiently try his best to explain to the other party, and must not ignore it and hang up quietly. If the extension the caller wants to answer is busy, he should say "Sorry, the line in room XX is busy, please wait a moment" or "Sorry, the line to XX is not working, please call back later".
***2*** Accept complaints with an open mind. When the caller complains about the service quality of the hotel, he should listen carefully with an open mind and promise that the caller will inform the relevant departments in time and never refuse or interrupt the call.
* * * 3 * * The wake-up call should be on time. If a hotel guest requests a wake-up call at a certain time, the operator should make an accurate and complete record immediately. If it is not his turn to be on duty, he should explain to the operator who takes over after work and wake up the guests on time as required, so as not to delay the work or schedule of the guests.
* * * 4 * * For valet messages, valet dialing, telephone inquiries and other services, you have to bother. Never say "I'm not available" or "I don't know" to a guest. Even if you still can't meet the requirements of the guests after repeated efforts, you should take the initiative to explain and apologize to the guests.
* * * 5 * * Guests who are in arrears with long-distance telephone charges should be politely reminded and patiently persuaded, and should not be rude. In case of complicated problems, it can be handled by the front desk.
* * * 6 * * The operator is engaged in confidential work and can't disclose the information inside the hotel and the private situation of the guests. This is not only the organizational discipline, but also the minimum requirement of etiquette. In order to maintain the reputation of the hotel, the operator shall not disclose the situation of the hotel and guests to the outside world to ensure that the hotel guests will not be disturbed or have accidents.
Four requirements for answering the phone
There are many guests coming and going in the hotel, and the waiter should also standardize the service when answering the phone and establish the image of our store.
1. Use the address correctly.
* * *1* * by title. First of all, try to know the names and positions of the guests and call them by their surnames, such as Zhang, Wang Kechang and Dr. Wu. If you don't know your name, you can only know your position, or you can directly address your position to solve the urgent need, such as chairman, general manager, manager and director. If we only know his surname and don't know his position, we can also address him by "Mr", "Miss" and "Ms" according to his surname.
***2*** By age. If you don't know your name and position, you can address the guests according to their age and gender, such as: Mr., Mrs., Miss, Old Man, Child, etc.
***3*** Call by status. If the phone call is from the army and the other party gives his surname, position or rank, he should be addressed according to the rank level, such as division commander, colonel, company commander, general, etc. Officials whose ranks are temporarily unclear can be collectively referred to as "heads". Soldiers without ranks can be called "comrades-in-arms" or "* * * comrades-in-arms" * * * only for domestic soldiers. For local officials in China, if they know their positions, they should call them positions. If you don't know their positions, you can call them Mr. or Comrade. If you don't know anything about the other person, and the other person is a man, you should call him Mr.; If the other person is a lady, you should first ask the other person, "What should I call you?" Then choose the address according to the information provided by the other party. Don't call each other casually, so as not to cause misunderstanding.
2. Use honorifics correctly
The honorifics on the phone generally include "Hello", "Hello", "Please", "Excuse me", "Thank you", "Can you help me", "Please", "Thank you" and "Sorry".
3. Pay attention to the pronunciation of homophones and misleading words.
China's language is rich and complex. Many dialects and national languages are intertwined and homophonic. If you are not careful, it is easy to have the opposite meaning. Because telephone conversation can't be explained in person, it is easy to cause misunderstanding, so pay special attention. Speak clearly when talking, to avoid misunderstanding caused by the mixing of two languages, such as: don't eat-don't die * * * Cantonese * *; Jiaozi-Sleeping * * * is not the standard Mandarin * * *; Xu Sheng * * * Xu Sheng * *-Xushan * * * Cantonese * * *
4. Turn complex professional language into popular everyday language.
Don't say incomprehensible idioms and hotel abbreviations to the guests, so as to avoid misunderstanding caused by their incomprehension, for example, VIP*** important guests-very important people * * *; PA*** public * * area-public is a * * *; DJ*** Audio Operator-Disc Jockey * * *; AM*** Assistant Lobby Manager-ASISS STATT * *; General Manager * *-General Manager * *; Jelly-like * * * Dishwasher-"Vernacular English" catering * * * and so on
Etiquette of hotel front desk telephone service
1, stocking In normal times, when we are working, we should prepare paper and pens beside the phone to record the contents of the customer's phone.
2. Holding the microphone in the left hand Most people are used to picking up the microphone with their right hand. However, in the process of telephone communication with customers, it is often necessary to make necessary written records. When writing, the microphone is usually clamped on the shoulder, so that the mobile phone can easily fall off and make a harsh sound, which brings discomfort to customers.
In order to eliminate this bad phenomenon, we should advocate holding the receiver with the left hand and writing or manipulating the computer with the right hand, so that we can communicate with customers easily. Answer the phone within three rings. If you are delayed in answering the phone, you should apologize to the customer first.
4. Keep the right posture. You should always keep the correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the abdomen is oppressed, it is easy to cause the voice of the abdomen not to come out; Most people talk with their chests, which makes them thirsty. If you use the voice of Dantian, it can make the voice magnetic without hurting your throat.
So keep sitting posture, especially don't lie on the edge of the table, which can make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel your pleasure. 5. Repeat the call. Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, check and proofread the meeting time, place, * * *, area number and other information to avoid mistakes as much as possible.
6. Thank you. Finally, it is basic courtesy to thank customers. The caller is a guest, putting the customer first. Never think that you can ignore telephone customers because they don't face them directly. Also, remember to ask the customer to hang up after the call, and then we will hang up.
The person answering the phone at the front desk is also polite: