Page 51 - STARTER KIT BELLMAN 2017v

STARTER KIT | Bellman

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
manner; speak clearly and pleasantly.
3.2 Greet caller and identify department and self. All telephone calls are answered within 3 rings and in a
3.3 Listen attentively and respond only when friendly and enthusiastic manner.
caller stops speaking; do not interrupt.
3.4 If a caller has reached an extension by
mistake, promptly transfer the caller as Standard greeting used at all times:
required, after you have apologized that the “Good Morning, (Department) (Name of Person Speaking).
caller has reached the wrong extension (see A guest is always addressed by his/her name, if known, or
Task 1-C.4) as “ma’am” for a lady and “sir” for a gentleman
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
conversation, greet him/her as follows:
"Thank you for waiting, may I help you?"
3.7 When returning to a “hold line”, always start A caller should not be put on hold for longer than forty-five
whit “Thank you for waiting, Sir/Ma’am”. Use (45) seconds. If this seems inevitable, return to the “hold
name if known. line” and ask caller if you may call him back. In such cases,
3.8 If a call needs to be transferred, see Task 1- calls must be returned within 15 minutes.
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.

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