Page 51 - STARTER KIT BELLMAN

STARTER KIT | Bellman

5. Ask open-ended questions and verify information given
before taking appropriate actions.
10.

Task 17: Use Telephone and Handle Telephone Calls

OPERATING PROCEDURES STANDARD(s)

1. Check loudness of the ring; adjust if necessary by
pressing “Volume Up or Volume Down.”

2. Making a Call

2.1 Press loudspeaker key or lift the handset.
2.2 Dial the number (you will hear a ringing sound
after completing the number).
2.3 Wait for the answer on the other line.
2.4 With the receiver on the other line, continue to
relay your message clearly and politely.
2.5 Once done, say “Thank you” and hang up the
handset.

3. Answering the Telephone

3.1 Answer the telephone immediately and with
efficiency but never in a rushed or hurried All telephone calls are answered within 3 rings and in a
manner; speak clearly and pleasantly. friendly and enthusiastic manner.
3.2 Greet caller and identify department and self.
3.3 Listen attentively and respond only when Standard greeting used at all times:
caller stops speaking; do not interrupt. “Good Morning, (Department) (Name of Person Speaking).
3.4 If a caller has reached an extension by A guest is always addressed by his/her name, if known, or
mistake, promptly transfer the caller as as “ma’am” for a lady and “sir” for a gentleman
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 A caller should not be put on hold for longer than forty five
conversation, greet him/her as follows: (45) seconds. If this seems inevitable, return to the “hold
"Thank you for waiting, may I help you?" line” and ask caller if you may call him back. In such cases,
3.7 When returning to a “hold line”, always start calls must be returned within 15 minutes.
whit “Thank you for waiting, Sir/Ma’am”. Use
name if known.

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