Telephone Standards,Attending Calls,Calls on Hold,Transferring Calls,Handling Multiple Calls

Telephone Standards

GOAL

To provide prompt, efficient and professional service for guest over the phone, making sure of meeting guest’s requirement

PROCEDURE

Attending Calls

Answering the calls

Answer the calls within three rings

A welcoming and friendly while answering the calls

Using clear diction/ language and pronunciation while answering the calls Personalize the call,

Answer the calls with a smile and clear voice

Say “Thank you for calling Madinah Hotel. This is  name    . How may I be of service?” (External calls) and “Good morning/ afternoon/ evening operator. This is__name . at your service ?” (internal calls)

Ask, listen and respond in an effective manner to customers, both internal and external, consistently

Let the caller hang-up the phone first

Make note of necessary information and inform the same to the respective department/ person

When speaking to the guest, find out the name and use at least twice during conversation

To clarify the guest name (as the spelling if necessary), use the Opera system for help

Calls on Hold

Answer the calls within three rings

Smile while answering the calls, the caller will hear it in your voice

Introduce yourself “Thank you for calling Madinah Hotel. This is  name    . How may I be of service”

Let the caller speak before you place him/ her on hold.

Ask permission before place the caller on hold and wait for an answer “May I put you on hold Sir/ Madam/ name?”

Offer the caller a choice i.e. if a call is on hold, the operator have to check with the caller after every 20 seconds and ask if he/she would like to continue waiting or leave a message

If the guest has to hold for more than a minute, give him/ her approximate time he/she would have to hold

If the guest does not agree to be kept on hold, obtain his/ her name and contact number and get back to the guest.

When going off hold, say “ Thank you for waiting” Always use “on hold” facility”

Transferring Calls

Make sure you are familiar with all extensions

While speaking to the guest, transfer the call in the following situations; if he/she wishes to speak to the guest/ administration

when making reservations Procedure of transferring calls:

listen to the guests requirements clearly

if the caller want to speak with hotel’s guest, get the name and room number. (do not connect any calls if the caller can not mentioned the name of the guest)

If the caller want to be connected to administration, get the name Never disclose any room number to the caller

When transferring the call, say “Connecting you, Mr/Mrs   name     ”

When connecting to administration/ outlets, say “Connecting you to __name of the outlets/ administration office     ”

Before releasing the line, give information to whom the line will be connected

Handling Multiple Calls

All calls must be answered within three rings Remain calm and courteous at all the time

Be prepared and organized. Have adequate supplies handy, such as message pads, pen, and directories

When the telephone rings while you are between a call, politely excuse yourself so you may promptly answer the second phone call

Always inform the caller before putting them on hold When going off hold, say “ Thank you for waiting”

Remember the priority of each call if you have several callers on hold

If a caller needs help that will take time, take their name & telephone number and offer to return the call within a certain amount of time, such as a half an hour.

Remember to contact the caller within the specified time