Hotels Telephone Ethics
What is the telephone ethics?
How to answer the phone call?
Basic Telephone Etiquettes:
What all points should be taken care of while answering a call?
- Phone should be answered within three rings.
- Smile even though you are on the telephone.
- Sit or stand up straight.
- Use a low voice pitch.
- Match your speaking rate to the caller’s.
- Avoid extremes in volume.
Standard Phrase:
How to answer an External call?
- Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your Hotel Name) , How may I assist you.
- How to answer Internal Guest calls?
- Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr. _________ (Guest last name), This is ________(Your first name), How may I Assist you.
- How to answer interdepartmental calls?
- Wish according to the time of the day (Good Morning, Afternoon or Evening), This is _______ (Your first name), How may I assist you.
Transferring a guest call:
How to transfer a guest call?
- While transferring a guest call you should say:
- Transferring your call with pleasure.
- Putting a guest call on hold:
- How to put a guest call on hold?
- While putting a guest call on hold you should say:
- Allow me to put your call on hold while I check for the information required”
Or
- “Could I put your call on hold, while I check for the information required ?”
Guest Query:
- How to handle a guest query?
- For any guest query you should say:
- I will be glad to assist you.
Please feel free to write comment below if you have any suggestions for the article it will be more appreciated.
Tags:front office department training, Hotel management training, Hotel Security, Hotel Telephone operator, Housekeeping training
Post Discussion