Page 52 - STARTER KIT BELLMAN

STARTER KIT | Bellman

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,
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:

a. get the message for the guest if the
caller wishes to leave a message;
b. if guest has left a message for the
caller, relay the message to the latter
c. 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. Messages for guests must be written down legibly on the
“While You Were Out” form and distributed as follows:
3.11 Always use professional complete phrase; 1. Original – Guest copy
avoid using slang and clichés. 2. Duplicate – Helpdesk/Operator copy
3.12 Always use “Please”, “Thank you” and “You are
welcome”, as appropriate.
3.13 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 Examples:
assistance, my name is Patrick.” Unprofessional Professional
“Bye-bye” “Good-bye”
4. Transferring a Call “See you” “Thank you for calling”
“Uh-huh” “Yes, Sir/Ma’am”
4.1 If a call needs to be transferred, while holding “Just a second” “One moment, please”
the handset, press the number you want to
transfer the current call.
4.2 Wait for the answer on the other line.
4.3 With the receiver on the other line, inform
him/her who the caller is and confirm if he/she
will take the call.
4.4 If receiver takes the call, hang up the handset
so the two can talk.
4.5 If receiver didn’t take the call, retrieve the call
and advise caller that the person he’s calling to
is not available.

5. Diverting calls

5.1 Press navigation key to menu
5.2 Select forward key

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