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STARTER KIT | HK-Material Custodian

3. MC and HS will sign also in logbook as witness.

Task 11: Answer telephone calls according to the hotel standards phraseologies.
OPERATING PROCEDURES STANDARD(s)

1. Answer the telephone immediately, handle calls with efficiency but
never in a rushed or hurried manner.

2. Greet caller in this manner: Say “GREETINGS”, identify
department/identify self.

3. Speak clearly and pleasantly; enunciate your words and do not use
hotel jargon (while you may know what a GM is, the guest may not
always know that it stands for General Manager).

4. Listen attentively and respond only when caller stops speaking; do
not interrupt.

5. If it is necessary to place a caller on hold, politely inquire, “May I ask
you to hold for a moment, please?

6. Wait for caller’s response; always give him an opportunity to answer.

7. When returning to a “hold line”, always start whit “Thank you for
waiting, Sir/Ma’am”. Use name if known. If you have placed caller
on hold prior to any conversation, greet him/her as follows: “Thank
you for waiting, may I help you?”

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”

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