Telephone Handling
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| How May I assist You ? |
The Telephone is meant for bringing two people together not separating them.
To an outsider one represent his hotel while answering over a phone , the impression which is created for the organisation by handling guest telephone may either project a good or bad image . So one should be extra careful while handling guest telephone calls.
Inside a hotel , we all perform our jobs & carry out our own responsibilities. But when any one by chance picks up a guest call, may be he is not related to the caller`s servicing area still the receiver has the obligation to help the guest in the correct way.
The guest is not interested who you are & what is your area of work.
Never say HELLO when answering a guest phone call. Instead repeat the sentence of your choice twice as may be it takes some time for your voice transmission up to the caller.
When any caller asks , Is it Hotel XYZ ? Than the correct answer to this is , " That`s right , Sir. How may I help you ?
In a busy hotel, telephone always seems ringing. There also is a separate department handling guest incoming & outgoing calls. The telephone operator first picks up the phone & transfer the same to the appropriate department.
But at the front desk many a times phone calls are kept in waiting / holding mode, one should never put on hold of any guest call for more than 30 seconds & also maximum one call can be put on hold at any point of time.
Remember to switch on music while keeping guest call on hold.
Whenever guest`s name is to be pronounced over phone , never do it with his first name, always ask, May I have your last name, Sir ? Thereafter communicate the lines adding Mr. or Ms. as the case may be.
WRONG RIGHT
One Second, Just a Minute. Kindly hold on Sir.
Yeah .... That`s right Sir.
Sure..OK..Fine.. Certainly Sir. Very well Sir. Right away Sir.
What ? I beg your pardon Sir.
Who ? Kindly repeat your name Sir.
Hello... May I help you Sir.
Please call . So and So number Let me check for you Sir. I will be sending it Sir.
Your good name please May I have your name Sir.
One must use the line , Sorry to keep you holding , Sir & Thanks for your waiting, Sir.
Remember to switch on music while keeping guest call on hold.
Whenever guest`s name is to be pronounced over phone , never do it with his first name, always ask, May I have your last name, Sir ? Thereafter communicate the lines adding Mr. or Ms. as the case may be.
WRONG RIGHT
One Second, Just a Minute. Kindly hold on Sir.
Yeah .... That`s right Sir.
Sure..OK..Fine.. Certainly Sir. Very well Sir. Right away Sir.
What ? I beg your pardon Sir.
Who ? Kindly repeat your name Sir.
Hello... May I help you Sir.
Please call . So and So number Let me check for you Sir. I will be sending it Sir.
Your good name please May I have your name Sir.
KEEP YOUR CALM & KEEP YOUR CHARM, NEVER SPEAK LOUDLY OVER PHONE.
AT THE END OF THE CONVERSATIONS NEVER DISCONNECT FIRST.
