Hotel Telephone Answering Service Specification

The use of telephone in people's lives Hotel The use of the industry is becoming more and more popular and increasingly important. A telephone message may be a banquet, a tour group, or a large business meeting reservation. If you do not receive or delay in time, you may cause some economic losses to the hotel. A telephone message may be a direct superior to the hotel service quality of the secret visit, the local government leaders visit friends, if you listen to the neglect, it is possible to the hotel reputation in an irreparable impact. In normal business reception, many hotels are concerned. Telephone answering Poor service attitude, improper reception and complaints from guests, damaged the image of the hotel and affected the operation efficiency of the hotel. Therefore, regardless of which post, in the telephone answering service, should promptly, accurately, pay attention to. language skill Important posts must not be unattended.

　 (1) basic procedures for telephone answering service

1. Answering telephone programs.

(1) if the general telephone ring does not exceed 3, you should pick up the phone.

(2) simple greetings, gentle and tender tone.

(3) the name or personal name of the self reporting unit (Department).

(4) listen carefully to the phone cause of the other person. If you need to call someone else, you should ask the other person to wait a minute, then gently drop the phone and call someone else. If the other party notifications or asks for something, it shall be 1, 2 and 3 according to the request of the other party. Write down one by one, and repeat or answer each other.

(5) record or ask the reason, time, place, number and name of the other person's notice or message.

(6) thank you for calling.

(7) when the other party puts down the phone, drop it yourself again.

2. Procedure for calling out from hotels

(1) arrange the phone content in advance (so as to avoid temporary memory and waste time.)

(2) send a simple greeting to the other person.

(3) introduce yourself.

(4) use honorific words to indicate the name of the calling person or the person to whom the pager is to be called.

(5) make sure that the other person sends a simple greeting to the person they are looking for.

(6) according to the prepared 1, 2, 3... Telephone content is described briefly.

(7) confirm whether the other party understands or records clearly.

(8) thank you and goodbye.

(9) when the other party puts down the phone, drop it yourself again. {page_break}

　 (two) matters needing attention in telephone answering service

1. Correct use of address.

(1) by job title

Understand the guest's name and position, according to his family name. If you only know your surname and do not know your job, you can also call it by "surname" or "group" or "Lady".

(2) by age.

If you cannot understand your name and position, you can be honored according to the age of your guests. Such as: Sir, wife, miss, old man, little friend and so on.

(3) by name

For military officials, they have military rank and duty titles, such as teachers, regiment commander and company commander, etc. officials who are temporarily unclear about military rank can be collectively referred to as "heads"; soldiers without titles can be called "comrades" or "comrades of the PLA". For local officials, they should be called by their duties, such as "gentlemen" who are not clear about their duties. For religious people, they are called by their names, such as Catholicism, bishops and priests; Christianity is called priests; Taoists are Taoists and Taoists; Buddhism is called abbot and master.

2, correct use of honorific.

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

4, do not speak to the guest the common language and the hotel language which is not easy to understand, so as to avoid misunderstanding.

5, answer the phone (phone), the language should be concise, clear and clear, do not drag on the mud, waste guest time, cause the other side resentment.

6, when answering or calling, no matter the other person is an acquaintance or stranger, make jokes or use humorous language as little as possible. Because the two sides have no expression or gesture in the phone, joking or humorous language often results in counterproductive results.

7. Try to identify the identity, name, work unit and telephone number of the person in the phone. If the other person really does not want to reveal his name and relevant information, do not be rude and blame the other side.

8, when the other party dialed the wrong phone, be patient to tell the other person, "I'm sorry, you dialed the wrong number." If you dial the wrong number, you must apologize first, then hang up the line and redial again.

9, attention should be paid to courtesy calls.

Special attention should be paid to the following impoliteness in the process of telephone answering:

(1) rudeness. The guests are rude, the callers are rude, tit for tat, or the caller answers the phone calls of the guests, making the callers impatient, annoyed or depressed.

(2) arrogance. The person who answers the phone is so aggressive that it seems that others owe him something. This way of answering the phone is the most irritable to the other person, and it is very difficult for the other party to get rid of unhappiness in a short time.

(3) weak and irresponsible. The person who answers the phone seems listless and listless on the phone, irresponsible to the guest's phone calls or the other's questions, often causing disappointment or weariness to the other person.

(4) impatience. When answering a phone call, he will not rush to speak, and speak too fast and too fast at the same time. He will not be able to restrain his feelings and make the caller feel angry.

(5) arbitrary and arbitrary. Do not pay attention to the content of the speech, and interrupt others' narration without interruption. Whether it is right or not, everything has the final say of oneself. If the other person's words are not finished, he will hang up the thread himself first.

(6) indecisive and muddy. When answering the phone, answering the questions of the other person is not clear, specious, hesitant and uncertain.

(7) impatient or offensive. Rude, hard spoken and annoying. Especially after hearing several wrong calls, it is easier to hurt people. But the next phone call may be just a work phone, which can cause undesirable consequences.