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STARTER KIT | Help Desk

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.

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:

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