What are the hotel front desk service specifications?

First, language art and terminology norms

1, honorific:

Reception at the front desk is a more formal occasion. Try to use honorifics. Mainly include: you, please, you, your Excellency, please give me more advice, forgive me, please wait a moment, thank you, I'm sorry, goodbye.

2, civilized language:

(1) Greetings: Good morning, hello and good night;

(2) When thanking: Thank you, thank you very much;

(3) When apologizing: I'm sorry, please forgive me;

(4) When answering: Never mind, you're welcome, this is what I should do;

(5) dodge: I'm sorry I can't help you, thank you for your kindness;

(6) When seeing the guests off: Goodbye and welcome next time.

3. Basic terms in service work

(1) Reception: Welcome, welcome;

(2) When accepting the order: Yes, I understand and understand;

(3) apologize to the guests: I am really sorry;

(4) When the shopkeeper thanked you, please don't mention it. I'm glad to serve you. This is what I should do.

(5) When it cannot be received immediately; Please wait a moment;

(6) Greeting the waiting guests: Sorry to have kept you waiting.

4. Service taboos

(1) It is forbidden to say:

A) I don't know

B) I don't understand (ok)

C) I don't care, you call and ask elsewhere.

D) Didn't I tell you? Why don't you understand?

E) have you finished eating?

F) The phone is connected. Say it.

G) I'm just offering advice. It's no use asking me.

(2) When the business is busy, it is forbidden to say:

A) What's the hurry? Take your time.

B) I've been busy, please call back later;

C) I have told you, but I still need to ask.

(3) When the computer (line) fails temporarily, it is forbidden to say:

A) The machine is broken, so it can't be checked for the time being;

B) come back tomorrow;

The machine is broken. It's not my fault. Just a moment, please.

(4) When the owner complains that the front desk machine (line) often breaks down, it is forbidden to say:

A) what can I do? I didn't break it.

B) This is a matter for the telecommunications bureau. Go to the telecommunications bureau if you have any questions.

C) How do I know when it will be repaired?

(5) When criticized, it is forbidden to say:

A) Go to the leader if you have any questions;

B) That's my attitude. What can you do?

C) Have a suggestion book and write opinions;

D) where to sue;

E) You can complain, just complain to me (them).

(6) near the work, it is forbidden to say:

A) Don't come in, it's time to get off work;

Why didn't you come earlier?

Second, smile and the important first sound.

When we call XX company, if we get through, we will hear the cordial and beautiful greetings from the other party, and we will be very happy in our hearts, so that the dialogue between the two sides can go smoothly and we will have a good impression on the company. As long as you pay a little attention to your behavior on the phone, you will leave a completely different impression on the other party. Similarly, as a professional customer service staff, say "Hello, this is XX Property Service Center". But the voice is clear, pleasant and clear, leaving a good impression on the other party, and the other party will also have a good impression on its unit. So we should remember that when answering the phone, we should have the consciousness of "I represent the image of the company". Secondly, smiling can promote the secretion of endorphins in the brain and make people feel happy. At the same time, smiling can also enhance human immune function, secrete healthy hormones and be full of vitality.

1. How long does it take for the phone to ring?

(1) Don't answer the phone when it rings for the first time.

(2) Don't take too long to answer the phone, and follow the principle of three rings, which can give guests a sense of efficiency.

(3) Don't let others answer the phone unless there are special circumstances.

(4) Answer the bell for a long time, and apologize to the other party before calling.

2, pay attention to the voice and expression

(1) Speak clearly, face the microphone and pronounce accurately. When making a phone call, don't shout or mumble, use a normal voice and try to use a warm and friendly tone.

(2) At the same time, we should adjust our expressions, knowing that smiles can also be transmitted by telephone. It is very important to actively use polite language and make an important first call.

(3) When you learn to smile in the sharp and powerless entanglement, then all problems will be solved.

3. How to introduce yourself

(1) Polite response: "Hello, XX Hotel Front Desk, ×××" (when introducing yourself, you should report it together with your company, department, job number or (job number)) Glad to serve you/what can I do for you? Please continue!

(2) Identify yourself and confirm the identity of the receiver (surname, such as Ms. Zhang/Mr. Zhang, etc.). ).

(3) Provide help, such as: What can I do for you?

4. Standard language for answering telephone calls

(1) The first question (greetings)

Hello, front desk, glad to serve you/what can I do for you? Go!

Accident 1: The customer didn't make a sound when the phone came in.

"Hello, your phone is connected, please go ahead!"

Sorry, there is no sound on your phone. I'll call you back later. Thank you for your cooperation. Goodbye! "

Accident 2: The customer's voice is too low or too noisy.

"I'm sorry, sir/madam, you can't hear clearly. Would you please speak up? " Sorry, you can't hear clearly. I'll call you back later. Thank you for your cooperation. Goodbye!

Accident 3: When the customer dials the wrong number,

"Sorry, this is the front desk. You need to contact the XX department for this problem. Now I'll tell you their contact number. Do you think so? "

"Sorry, this is the front desk. Please check and dial again. If you need to consult related business, please call at any time. Thank you for your cooperation. Goodbye! "

Accident 4: The customer loses his temper as soon as he comes in.

"I'm sorry for the inconvenience, please forgive me. Would you please speak slowly? I will try my best to help you solve it. "

(2) Ask

what can I do for you?

Ask the customer's last name or first name:

May I have your name, sir/madam?

Excuse me, are you Mr./Ms. XX?

In conversation, you must address each other as "Mr. X and Ms. X".

Step 3 wait

A) When you need to inquire: Sorry, please wait a moment.

B) The customer is waiting: We are inquiring for you, please wait a moment.

C) When the customer complained about the slow action, he said, "Sorry to keep you waiting, we will check it for you as soon as possible."

D) When answering the phone again: Thank you for your patience.

(4) Answer

Situation 1: I didn't hear the customer clearly.

"Mr./Ms. X, I'm sorry, I didn't catch that just now. Would you please say that again? "

Situation 2: When the customer's questions cannot be answered in time.

Is it convenient for Mr./Ms. X to leave your contact number? I'll contact you as soon as I verify it. Do you think this is okay? Or: I'm sorry, Mr./Ms. X, but you need to consult the XX department for your question. Would it be convenient for you to leave your contact number so that I can ask them to call you later?

Situation 3: If the customer is temporarily unable to serve because of the computer system and other reasons-sorry, the system is out of order now, please leave your contact number and we will call you back as soon as possible. Do you think this is okay?

Situation 4: When criticized by customers

Thank you for your teaching. I'll correct it right away! You are welcome to give us your valuable advice.

Scenario 5: If the customer thanks the customer service staff,

You're welcome. This is what we should do.

(5) Confirm

A) When explaining to the customer, confirm whether the customer fully understands:

"Mr./Ms. X, did I make myself clear just now?"

"Is my answer clear to you?"

B) Before the call ends:

Is there anything else I can do for you?

C) End the call:

Thank you for calling, wish you a happy life, goodbye!

Thank you for calling, I wish you a happy holiday, goodbye!

Third, start with listening.

In communication, you should pay full attention to the importance of "listening" You can be good at expressing your own views and opinions, seize the hearts of guests and let the owners accept your views and opinions. This is only half the success of your communication. The other half of success is to be good at listening to the host, whether you can communicate with others, whether you can really communicate with others, and be a loyal listener. At the same time, let the guests know that you are listening, and take both praise and complaint seriously.

-Skills to improve listening.

1. Never interrupt the host intentionally.

2. Listen to each other's talking points clearly.

3. Express your opinions in time.

4. Affirm the conversation value of the other party.

5. Avoid wrong reactions.

6. Don't just listen, but also guide the guests to complete the whole conversation by asking questions.

7. When listening to a complaining guest, you should not only listen to what he says, but also pay attention to his/her tone and volume, which will help you understand the inner feelings behind the host's language.

8. Make sure that you really understand the guest's question through explanation and clarification. For example, after listening to the situation reflected by the owner, explain it to the owner according to your understanding.

9. Listen carefully to the host, explain what he/she said to the guest, and ask the guest if our understanding is correct. All these are to show the guest your respect for him and your sincere desire to know the problem. This also gives the customer an opportunity to reiterate what he/she didn't express clearly.

10, listen actively. Usually, when they are upset, what they want is that you are willing to listen to their concerns.

Fourth, maintain a positive service attitude.

With the continuous improvement of living standards, guests pay more attention to the service attitude of staff. Even if those angry owners/customers will make you exhausted, don't let them bring up angry things again or belittle the company, colleagues or service level to echo them. This will only add fuel to the fire. If appropriate, you can smile, be calm, insert some positive comments occasionally, and then try to find effective solutions.

-Develop a good service attitude.

(1) Only when you have a good attitude can customers accept you and get to know you;

(2) Be enthusiastic when communicating;

(3) When communicating, treat customers like friends.

(4) Have a calm mind. If something unpleasant happens, you should smile and keep your manners. Control your emotions, "the prime minister can punt in his stomach" also applies to customer service!

(5) Treat the guests with sincere attitude, and treat every guest with warm service attitude in the process of telephone communication, so that communication can be successful.

(6) "Sincere service attitude" is a necessary condition for successful communication.

-Service attitude skills

(1) The guests are our parents.

(2) Every call you receive or broadcast is very important.

(3) When the customer complains, it is aimed at the company, not you personally.

(4) Keep smiling when you speak.

(5) Treat the guest's criticism correctly.

(6) show sympathy and understanding to the guests.

Verbs (short for verb) praise others' language ability.

Praise is a good thing, but how to praise guests properly in work is not an easy task. If you don't master certain skills when praising others, it is difficult to get good results. Sincerely praising guests is actually the beginning of your own progress. Only by facing life with a cheerful and optimistic attitude can we be attracted by the advantages and strengths of others; Praise is the lubricant of communication between the two sides.

-Praise others for their language skills.

(1) Praising customers is not equal to flattery, but an art.

(2) Praise should be natural.

(3) Praise is an affirmation of the guests, and it is also an affirmation of yourself.

(4) praise should be suitable for the environment and time.

(5) The purpose of praise: In order to make your customers feel respected, praise is by no means equal to flattery. Praise should come from the heart and have no purpose, so you should master the principle of moderation.

-praise should have a "degree"

(1) Praise should be sincere: people always change their minds. As long as you sincerely praise others, from the heart, from the heart, sincere praise can be accepted and understood.

(2) The object of praise should be the object: praise should aim at the excitement of the other party, and praise should be based on the other party's cultural accomplishment, temperament, psychological characteristics, background, role relationship, language habits and even professional characteristics, gender, age and personal experience. For example, for intellectuals, what they value is professional ability and academic achievement; For entrepreneurs, brag about their own entrepreneurial process and the economic benefits of enterprises; For ordinary women, they are often proud of their good housekeeper or obedient children; For a businessman, if you praise him for his flexible mind, clever wrist and understanding of business, he may be happy; For young people, you praise him for his good looks, cite some points to prove that he will make great achievements in the future, and he will take you as a confidant; For old people, if you praise their children and grandchildren for their Excellence, they will certainly like you.

(3) Take the opportunity to praise: It is an important process to pay attention to understanding and "listening" to each other's voice and tone by telephone. If the other person happens to be particularly depressed or has other unsatisfactory things, excessive praise will often make the other person feel unreal, so be sure to pay attention to the other person's feelings.

(4) Praise should be measured: praise should not be excessive. Disgusting flattery will not only degrade one's personality, but also disgust the other party. Or compliments and flattery are too frequent, which can also be annoying. Praise should be measured, and moderate praise will make people feel gratified.

Sincere praise is the best way to close the distance with customers. In telephone communication, pronunciation is the first point to praise each other. "In the communication with customers, as long as the customer service staff listens carefully, they can actually grasp many aspects of the customer's information through voice, such as age, education level, attitude and so on."

Sixth, successfully end the call.

1, key points of specification for successfully ending a call.

The voice of the customer service staff answering the phone should be neither urgent nor slow, and always maintain a relaxed and happy tone. You shouldn't lose your temper with the caller on the phone. When answering the phone, always say such modest words as "I'm sorry", "I'm sorry" and "Please wait a moment".

Pick up the phone at the second and third rings. When answering the phone, you should say "Hello, Greentown Property Services" first, and avoid starting with "Hello". If you are late for some reason, you should say "Sorry to keep you waiting" to the caller. In a word, by telephone, the customer service staff should give the caller the impression that the company is a polite, enthusiastic, enthusiastic and efficient unit.

When we receive the call, we should follow the following standard procedures:

(1) The first thing to say is: "XX Hotel, ××× (self-introduction should be done in one go, and the company, department, job number or (job number) should be reported together). Glad to serve you/what can I do for you? Please continue! " ;

(2) If the guest wants to ask the telephone number of a department, politely tell him "please wait a moment" and then tell the guest the telephone number;

(3) If the guest wants to inquire about the telephone number of the leader, politely ask the guest's name and unit, and inform the telephone number as appropriate.

(4) If you dial the wrong number, you should say "Sorry, this is XX Hotel. If necessary, you can tell the caller" The phone number here is XXXX ". Never hang up rudely.

3, telephone answering master specification:

(1) Hold the microphone in the left hand and the pen in the right hand.

Most people are used to picking up the receiver with their right hand, but it is often inconvenient to make necessary written records when communicating with guests on the phone. So when answering the phone, try to hold the receiver in your left hand and write with your right hand, so that you can communicate with the guests conveniently.

(2) Keep the correct posture

You should always keep the correct posture when answering the phone. Keep sitting posture, especially don't lie on the edge of the table, which can make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel your pleasure.

(3) Repeated call points

If the incoming call needs to convey relevant information, don't forget to repeat the main points of the incoming call before answering the phone, so as to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, it is necessary to check and proofread the information of the caller's unit, contact number and so on to avoid mistakes as much as possible.

(4) Be sure to use polite language when ending the call.

At the end of the call, thank the guests: "Thank you, welcome to call" or "Goodbye". Never think that you can ignore them without facing them directly.

(5) Let the customer hang up first.

Remember to ask the guest to hang up first when making and answering the phone. Because once you hang up first, the other party will definitely hear a "click", which will make the guests feel very uncomfortable. Therefore, at the end of the call, you should politely wait for the guest to hang up first, and then the whole call will be successfully completed.

(6) When making phone calls and meeting visitors, in principle, visitors should be entertained first. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call.