Page 43 - STARTER KIT HELPDESK 2017v

STARTER KIT | Help Desk

6.3 At the end of the conversation, thank caller by
using his/her name and identify yourself as
appropriate.
Example:
“Thank you for making your reservation with us,
Mr. Favoreal. Should you need further
assistance, my name is Patrick.”

7. Transferring a Call
7.1 If a call needs to be transferred, while holding
the handset, hold the line and press the
number you want to transfer the current call.
Connect the call saying:
“Let me transfer your call Ma’am. Please hold
the line.”
7.2 Wait for the answer on the other line
7.3 With the receiver on the other line, inform
him/her who the caller is and confirm if he/she
will take the call:
“Good morning Sir, you have a transfer call from
Ms. Gonzaga of room 201. Would you like to take
the call?”
7.4 If receiver takes the call, hang up the handset
so the two can talk.
7.5 If receiver didn’t take the call, retrieve the call
and advise caller that the person he’s calling to
is not available.
“Thank you for holding the line Ma’am. Mr. Smith
is not available as of the moment. “Would you like to
leave your contact number Ms. Gonzaga, and ask
Mr. Smith to call you back”

8. Receiving Requests for FnB and Housekeeping:
8.1 Note the request by the guest and repeat if
necessary.
8.2 Confirm that the request will be given:
“Yes Ma’am/ Sir. We’ll be sending our Room
Attendant/ Dining Attendant to assist you.”

9. Receiving Requests for Maintenance:
6.1 Note the request by the guest and repeat if
necessary. Always confirm the assistance needed
by guest or assess the situation if it needs an urgent
response (e.g. no electricity in the room).
“May I know the concern Mr.____/Mrs.___ and
we will relay it to our maintenance personnel”

10. Inquiries
10.1 Always note the inquiries made by guests.
Make sure that the information given is
accurate to avoid misunderstandings.

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