It's polite to answer the phone at the front desk. The front desk attendant, including the switchboard operator, needs to face customers who can't meet, solve various problems such as reservations, complaints and problems, and also needs to express courtesy and respect through the voice. Then I've sorted out the polite expressions for answering the phone in catering for everyone. Welcome to read! Polite language for answering the phone in catering

1. Speak in a civilized way and serve warmly

(1) The reception service uses polite language, which is persistent and used to it. As soon as you answer the call, the honorific words take the lead, such as saying? Hello! ? 、? Yes, please Wait.

(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 intonation should be cordial and euphemistic. Have the spirit of helping others to solve problems and be willing to help others. Speak in a kind and euphemistic tone, so that the caller can feel your concern and assistance.

(4) The timbre should be soft and pleasant, so that the caller seems to hear the call of relatives at home. Feel at home? The feeling of.

(5) Pronunciation should be accurate and clear. No matter which language and dialect you speak, you should pronounce it accurately and clearly. Only in this way can we ensure that the other party can hear clearly.

(6) The language should be concise and the words should be used properly. Speak concisely, don't be wordy, use words properly, don't misunderstand, and don't blurt out vulgar language.

(7) The speaking speed should be moderate. According to different callers, the speaking speed should be properly controlled. For those who are in a hurry, they should not give people the feeling of being slow and deliberately stalling. For the elderly or those who are difficult to communicate with each other, the speaking speed should be appropriately slowed down in order to achieve the purpose of being clear and correct. Catering service terms

(1) Be patient in interpretation. 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 the phone quietly. If the extension the caller wants to answer is busy, what should he say? Excuse me,? The room is busy, please wait a moment? Or? Sorry, the local line is not available. Please call back later. Wait.

(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) Wake-up service should be on time. If the hotel guest calls for a wake-up service 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 will take over after work, and wake the guest on time as required, so as not to delay the work or schedule of the guest.

(4) for? Valet message, valet dial, telephone inquiry? Such as business, should not be afraid of trouble. Never tell the guests? I'm not available? 、? I don't know? Something like that. Even if you still fail to meet the requirements of the guests through 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 or rude. In case of complicated problems, they can be referred to the front desk for handling.

(6) The operator is engaged in a confidential job, and the information inside the hotel and the private information of the guests cannot be leaked. This is both organizational discipline and courtesy. In order to maintain the reputation of the hotel, the operator is not allowed to disclose the situation of the hotel and the guests to the outside world to ensure that the guests staying in the hotel will not be disturbed or have accidents. Three requirements for catering to answer the phone

There are many guests coming and going in the hotel, so the waiter should also standardize the service when answering the phone to establish the image of the restaurant.

1. Use salutation correctly

(1) Address by position. First of all, try to know the names and positions of the guests, and call them by their surnames, such as Director Zhang, Section Chief Wang and Dr. Wu. If you don't know your name, you can only know your position, or you can call your position directly to solve your immediate needs, such as chairman, general manager, manager, director, etc. If you only know his surname but don't know his position, you can also be crowned according to his surname? Sir? Or? Miss? 、? Lady? Address.

(2) address by age. If you can't know your name and position, you can address the guests according to their age and gender, such as: Mr., Mrs., Miss, Old Man, Children, etc.