Page 52 - STARTER KIT BELLMAN 2017v

STARTER KIT | Bellman

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.
3.11 Always use professional complete phrase; Messages for guests must be written down legibly on the
avoid using slang and clichés. “While You Were Out” form and distributed as follows:
3.12 Always use “Please”, “Thank you” and “You are 1. Original – Guest copy
welcome”, as appropriate. 2. Duplicate – Helpdesk/Operator copy
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
assistance, my name is Patrick.”

4. Transferring a Call Examples:
4.1 If a call needs to be transferred, while holding Unprofessional Professional
the handset, press the number you want to “Bye-bye” “Good-bye”
transfer the current call. “See you” “Thank you for calling”
4.2 Wait for the answer on the other line. “Uh-huh” “Yes, Sir/Ma’am”
4.3 With the receiver on the other line, inform “Just a second” “One moment, please”
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
5.3 Press immediate forward + the local number
desired
5.4 Hang up the handset.

6. Deactivating diverted calls
6.1 Press navigation key to menu
6.2 Select forward key
6.3 Press “Deactivate”
6.4 Hang up the handset

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