SMILE WHILE SPEAKING ON THE PHONE – 10 TIPS FOR HOTEL PHONE ETIQUETTE
Whether your hotel is a large five star resort or a small establishment in a little-known part of the ｃountryside, your telephone is often the first point of direct contact with future guests. When someone calls, the phone receptionist is essentially making the sale of your product – a future stay at your establishment. Make certain all receptionists or desk clerks are taught the appropriate phone etiquette to ensure great customer interaction with these 10 tips:
Try to answer within three rings.
A hotel lobby is buzzing with activity on an almost constant basis (or so we hope!). Picking up a phone in three rings may seem impossible under these circumstances. To keep this goal, you might consider hiring a phone receptionist if your establishment is particularly busy. Or you might have two employees staffing the lobby desk at all times to ensure that at least one of them can answer incoming calls.
Give a professional greeting.
Greet a caller with a few kind words, as well as presenting the hotel’s name. It’s always good to end a greeting by inquiring after the caller. A few options are:
“How are you today?”
“How may I help you?”
“How can I direct your call?”
Introduce yourself prior to asking for a name.
Another inquiry you may use in a greeting is asking with whom you are speaking. However, it can come across as rude to ask for a name prior to giving your own. Be sure to include your own name in your first communication. For example:
“This is Emily. With whom am I speaking?”
Speak clearly and at normal volume.
Continue the exchange by addressing them with the name they have given. Enunciation is even more important over the phone than in person because of how the phone line may distort sounds. Some receptionists try to make up for this by increasing the volume of their voices, but this isn’t necessary. In fact, speaking too loudly can annoy the caller and any nearby hotel guests.
Listen attentively, without interrupting.
Some phone etiquette is the same as carrying on a conversation in person. Listen to the caller and be sure that he or she is done speaking before responding. Interrupting can cause a potential guest to think you don’t have time for him or her.
Focus on the call. Don’t eat, drink, etc. while on the phone.
If possible, cut out other distractions while on the phone such as eating, drinking, or carrying on a conversation with a coworker. Those three activities, specifically, may reveal that your mouth is busy when you are otherwise trying to communicate.
Smile.
Having a bad day? The caller can tell by the tone of your voice! Smile while speaking and the caller will hear a more positive, inviting tone.
If you don’t have an answer, find someone who does.
It’s always better to have the caller wait on hold while you seek out an answer than to say you don’t know and end the conversation. Even if you come back without an answer, you will have shown your willingness to help. Start great customer service before a hotel guest ever enters the door!
Use the hold button when leaving the line or phone.
Whether you have multiple incoming calls or need to pursue an answer from an employee in another room, the protocol should be the same. Don’t simply set the phone on the desk. Know how to hold and recover calls efficiently.
End the call on an “up” note. Make sure you have a phone number to return a call.
Saying thank you for the call is the simplest way to end on a positive note, but you may also ask for further questions or let the caller know that you look forward to seeing them when they visit. Remember that you speak for the hotel. If the caller isn’t a potential guest, make certain you record the name and phone number as a record for any follow-up call.
The first contact made with your hotel might well be over the phone. Begin your guest’s positive customer service experience with a polite and genuine welcome. Listen, answer questions thoroughly, and smile! Even if you are having a bad day, you have the ability to make someone’s day better with excellent phone etiquette.
Source: http://www.thenhospitality.com/blog/phone-etiquette
Image Source: http://www.thenhospitality.com/wp-content/uploads/2014/09/Phone-etiquette.png
Vocabulary Words:
1. Ensure - (verb) to make sure that something happens or is definite
2. Constant - (adj.) happening all the time or repeatedly
3. Prior to - (adj.) before something
4. Enunciation - (noun) the act of saying or pronouncing words clearly
5. Potential - (adj.) that can develop into something or be developed in the future
Discussion Questions:
1. What is good telephone etiquette? What is considered rude in your culture?
2. Why is it important to have proper telephone etiquette when working for the hospitality industry?
3. Do you follow proper guidelines when answering phone calls at the hotel? What are they?
4. Is it difficult to communicate with someone who doesn't speak your language very well? Why?
5. What are other potential problems when communicating with foreigners over the telephone?
