Tips For Answering Telephone Calls At The Reception Desk

First, Reception The attendant, including the operator of the telephone switchboard, needs to meet the customers who can't meet, and solve all kinds of problems, such as booking, complaint and difficult problems. politeness And respect. Every front office attendant should be there. Answer the phone time Be careful The following points:

1. speaking civilization, serving enthusiasm

(1) the reception service is polite and persistent. First call, the honorific first, such as "Hello!", "please say" and so on.

(2) be modest and be sincere. No matter what attitude the caller is speaking, the operator should always maintain his modesty, sincere attitude, and not contradict with the callers.

(3) tone should be kind and tactful. It has the spirit of helping others to solve difficulties and willing to help others. When speaking, the tone is kind and euphemistic, so that the callers can feel your concern and assistance.

(4) the timbre should be soft and pleasant, so that the callers seem to hear the call of their loved ones at home and feel at home.

(5) the pronunciation must be accurate and clear. No matter which language or dialect you want to speak, you must make your pronunciation accurate and clear. Only in this way can we ensure that the other party can hear clearly.

(6) be concise and use proper words. Speak simply and concisely, do not instigate, use words properly, do not misunderstand, and avoid blurting out vulgar language.

(7) the speed of speech should be moderate and moderate. Depending on the target audience, the speed of speech should be properly grasper. Those who are in urgent need can not give people a sense of slow and deliberate procrastination. It is necessary to slow down the speeches of the elderly or those who are not able to communicate with each other so as to achieve the purpose of understanding.

2. be patient and sincere, and maintain credibility.

(1) patience should be interpreted. When a caller asks for help, the operator has the responsibility to patiently try to explain to the other person, so that he can not turn his back on the phone. If the extension is busy, you should say, "sorry, the room is busy, please wait a moment" or "sorry, the line is not available. Please call back later."

(2) be modest in accepting complaints. When a person calls a complaint about the quality of the hotel's service, he should listen carefully with an open-minded attitude, and promise that the caller will inform the Department concerned in time, and must not refuse or interrupt the call.

(3) wake-up call must be punctual. If the guest in charge of a house calls wake-up call at some time, the operator should make an accurate and complete record at once. If it is not his turn to be on duty, he should make a good account of the attendant when he is off duty, and wake up the guests on time according to the requirements.

(4) we should not be afraid of trouble for "Valet message, customer service dial up, telephone enquiry" and other businesses. Never say "I'm not free" or "I don't know" to guests. Even if we still fail to meet the requirements of the guests through repeated efforts, we should take the initiative to explain and apologize to the guests.

(5) the guests who are in arrears of long-distance calls should be polite to remind them to be patient and convince them. They should not be rude or rude. They may be referred to the front desk for dealing with complex problems.

(6) the operator is engaged in a confidential job. The information inside the hotel and the private circumstances of the guests can not be leaked out. This is both the organizational discipline and the minimum requirement for courtesy and courtesy. In order to maintain the reputation of the hotel, the operator must not disclose the situation of the hotel and guests to ensure that guests are not disturbed or accidents. {page_break}

　 Two, four requests for answering the phone.

There are many guests in hotels. Therefore, the service should be standardized by waiters answering the phone, so as to establish the image of our store.

1., correct use of address.

(1) by duty. First, try to find out the names and duties of the guests, according to their surnames, such as Zhang Juchang, Wang Ke Chang and Dr. Wu. If you do not know your name or know your job, you can call your duties to solve immediate needs, such as chairman, general manager, manager, director, etc. If you only know your surname and do not know your job, you can call it by "surname" or "Miss" or "Lady".

(2) by age. If you can't know your name or position, you can give respectful titles according to the age and sex of your guests, such as: Sir, wife, miss, elderly person, child, etc.

(3) by name. If the telephone is called by the army, the other person has reported his surname or position or rank, and should be called by rank rank, such as teacher, regiment commander, company commander and general. Officials who are temporarily unclear about rank are collectively referred to as "heads". For a soldier without rank, he can be called "comrade" or "comrade of the PLA". For local officials, if they know their duties, they should be named according to their duties. If they do not know the collectively referred to as their duties, they can also be called comrades. If you are not clear about the situation of the other person, the other person should be called a gentleman. If the other side is a lady, you should first ask the other person, "how can I address you?" then choose the address according to the information provided by the other party, so you must not call the other party at will, so as not to cause misunderstanding.

2. proper use of honorific

Honorific words on the phone usually include "you", "hello", "please", "excuse me", "trouble you", "thank you", "yes", "can you do it", "work hard", "service", "please", "thank you", "please wait", "sorry", "goodbye" and so on.

3., we should pay attention to articulation (words) for homophones and words that tend to cause misunderstanding.

Chinese language is rich and complex, with many dialects and national languages interwoven, and homophones are more. Since telephone conversation can not be face-to-face, it is easy to cause misunderstanding and special attention should be paid to it. Articulation in the call must be clear and avoid misuse of the two languages. For example, food is not yet dead - (Guangdong vernacular); dumplings - sleeping (not standard Mandarin); Xu Sheng (Mr. Xu) - Xu Shan (Guangdong vernacular).

4., replace the complicated professional language with the popular everyday language.

Do not tell the guest the common language and the hotel's abbreviated professional language which is not easy to understand, so as to avoid misunderstanding, such as: VIP (important guests VERY IMPORTANT PERSON); PA (public area PUBLIC AREA); DJ (sound operator DISK JOCKEY); AM (lobby assistant manager - DISK); (General Manager) -- class gel (dish distributor "Vernacular English") and so on.