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STARTER KIT | HK-Room Attendant

8. Do not keep a caller on hold for longer than forty five (45) seconds. If
this seems inevitable, return to the “hold line” and ask caller if you
may call him back. In such cases, calls must be returned within 15
minutes.

9. 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.

10. Always use professional complete phrase; avoid using slang and
clichés.

Ex:
Unprofessional Professional
“Bye-bye” “Good-bye”
“See you”
“Thank you
for calling”
“Uh-huh”
“Yes,
Sir/Ma’am”
“Just a second” “One
moment, please”

Task 36: Report Emergency and Crisis situation

OPERATING PROCEDURES STANDARD(s)

1. In case of emergency situation as specified in the crisis and Employees are able to respond to emergency situations in
emergency codes report to Help Desk. a calm and controlled manner and in accordance with the
established procedure depending on the type of crisis and
2. Help desk immediately advice Crisis Management Head emergency.
(8am-5pm) or Duty Manager (5pm onwards).

3. Help desk will informed GM for emergency situation.

4. Help Desk will communicate to Crisis Management
Head/Duty Manager in updating emergency situation until
it is resolved.

5. All must be calm and controlled manner during
emergency situation, be ready on your respective
Crisis Management Team

6. Please refer to Crisis Management Policy.

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