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3.3 Listen attentively and respond only when caller
stops speaking; do not interrupt.
3.4 If a caller has reached an extension by
mistake, promptly transfer the caller as
required, after you have apologized that the
caller has reached the wrong extension (see
Task 1-C.4)
Example:
“I am sorry, Ma’am. You have reached room
reservation; reservation for our dining rooms is
accepted by our Restaurant Reservations.
Please hold for one moment while I transfer
your call.”
3.5 If it is necessary to place a caller on hold,
politely inquire, “May I ask you to hold for a
moment, please?’
Wait for caller’s response; always give him an
opportunity to answer.
3.6 If you have placed caller on hold prior to any
conversation, greet him/her as follows:
"Thank you for waiting, may I help you?"
3.7 When returning to a “hold line”, always start
with “Thank you for waiting, Sir/Ma’am”. Use
name if known.
3.8 If a call needs to be transferred, see Task 1-
C.4.
3.9 If call is for a “Confidential” guest, do not
confirm that the guest is in-house nor accept
any message for the latter. Politely advise
caller that such guest is not registered.
If the inquirer insists on his knowledge of the
guest’s accommodations, offer to get message
for relay in case guest checks in anytime.
3.10 If caller is for a guest who is not in his/her
room, but the guest expects the call, you may
either:

4. Get the message for the guest if the caller wishes to
leave a message;

5. If guest has left a message for the caller, relay the
message to the latter

6. If guest previously allowed as per written
authorization, you may give his/her location or
contact details to anyone or to the specific caller
only.
6.1 Always use professional complete phrase;
avoid using slang and clichés.
6.2 Always use “Please”, “Thank you” and “You
are welcome”, as appropriate.

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