The standards and details of the hotel front desk answering the phone
In the daily work of the hotel front desk, it needs to frequently answer the guests’ calls, mainly including room reservation, telephone inquiries, telephone messages and other services. What are the standards and details for the front desk staff to answer the phone? This article will explain to you in detail.
01
hotel answering standards
If the call is answered within three beeps, the standard answer must be used: “Hello, XX Hotel”;
After the caller reports the transfer number, politely say “please wait” and transfer immediately;
If the transfer call is busy or no one answers, please say: “Hello, sir/madam, the call you want is busy or no one answers, please call later”;
If the other party requests to transfer other people, please transfer immediately;
If the transfer call is not smooth, please answer: “I’m sorry to keep you waiting for a long time, I’m helping you transfer”;
Prepare paper and pen next to the telephone, provide message service on the initiative, and be ready to record the requirements of guests and help to solve matters at any time. In particular, important matters such as the name, phone number, time, place, and reason of the guests are carefully recorded and conveyed to the relevant departments and responsible persons in a timely manner.
When answering complaint calls, pay more attention to the use of polite language, actively help customers solve difficulties and problems encountered, and have a positive and kind attitude. Transfer the opinions of customers to relevant departments and responsible persons in a timely manner or take the initiative to leave the customer’s phone number to help contact and actively find ways to solve problems;
If the other party makes the wrong call or does not know who to call, they should explain politely and warmly transfer the relevant personnel for the other party.
02
Details of hotel answering calls
1. Friendly and warm
The reception service uses polite language. When receiving a call, the honorific language is the first, such as “Hello!”, “Please speak” and so on.
The tone should be kind and euphemistic. When speaking, the tone is kind and tactful, so that the caller feels your concern and assistance.
The timbre should be soft and pleasant to the ears, so as to get the feeling of “home away from home”.
Pronunciation should be accurate and clear. No matter which language or dialect is used, the pronunciation must be accurate and clear.
2. Patience
Be patient in explaining, accept complaints with humility, and never refuse or interrupt the call.
For services such as “Valet Message, Valet Dialing, Telephone Inquiry”, etc., you should not be afraid of trouble.
For guests who are in arrears with long-distance telephone charges, they should be politely reminded, patiently persuaded, and should not be rude or rude. In case of complex problems, they can be transferred to the front desk for handling.
3. Correct use of titles and honorifics
By title. First try to understand the name and position of the guests, and name them according to their surnames.
Name by age. In the case that the name and position cannot be known, the guest can be honored according to the age, gender, etc. of the guest, such as: Mr., Mrs., Miss, the elderly, children, etc.
The honorifics on the phone generally include “you”, “hello”, “please”, “excuse me”, “excuse me”, “thank you”, “can you please”, “can you do it for you”, “you have a job”, “Thank you”, “Please”, “Thank you”, “Please wait”, “Sorry”, “Goodbye”, etc.
4. Pronunciation clearly
There are many Chinese homophones, and there are many similar words. The guests who come to the hotel come from different regions of the country, and there are dialects and many poor Mandarin. Therefore, you must use Mandarin when answering the phone, and the pronunciation is very clear and accurate. Misunderstanding caused by pronunciation problems.
The four details of answering the phone need to be used flexibly by the front desk staff in their work, and they should be handled reasonably according to the actual scene to make the phone service more warm and acceptable to the guests.