1. Answer the phone: Hello, this is the front desk of XX Hotel. Can I help you?

2. When the guest asks a question, he replies, "OK, I'll transfer you right away." "Hello, there are ***X kinds of rooms in this hotel, namely XX". This needs to test the professionalism of the front desk. Guests often ask questions about room type, house price, hotel facilities, traffic in nearby scenic spots, or need to transfer to other departments. Pay attention to polite language when answering, there is no fixed answer.

3. You can't directly refuse the guest to say no or answer I don't know. First of all, you should apologize to the guests. "Mr./Ms. X, I'm sorry. I need to consult the supervisor/supervisor for you. Can I call you later? " Please leave your contact information and we will get back to you immediately. "

4. End of the call "Thank you for calling and wish you a happy life (in case of holidays, it can be changed to wish you a happy XX holiday)". Note that after the guest hangs up, the front desk can usually hang up.

note:

Front desk reception, also called administrative front desk, is under the jurisdiction of the company's administrative department. Is one of the positions in modern enterprises, and is usually mainly responsible for customer visits and registration, telephone transfer and other affairs. Its main duties are to greet guests, judge guests' intentions, go through relevant formalities, answer phones and return visits to frequently asked questions.