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GUEST Guest Service

SERVICE

Telephone
Etiquette
Workshop

B
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This workshop equips targeted Team Members' basic skills
on answering phone calls, creating a positive rst
impression to guests, using magic words in appropriate
ways, and dealing with dierent situations in answering
phone calls.

Department
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Target operating departments
Team member
_________________________________________________ GUEST
Team Members who always have phone interactions with
guests

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On demand

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4 hours classroom training

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• Creating the first impression
• 8 tips of answering phone calls
• Phone communication technique
• Understand DOs and DON’Ts of answering phone calls

09
Internal Use