TELEPHONE ETIQUETTE IN HOTELS

Basic Telephone Etiquettes:

What all points should be taken care of while answering a call?

• Phone should be answered within three rings.
• Smile even though you are on the telephone.
• Sit or stand up straight.
• Use a low voice pitch.
• Match your speaking rate to the caller's.
• Avoid extremes in volume.

Standard Phrase:

How to answer an External call?

• Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your Hotel Name) , How may I help you.
• How to answer Internal Guest calls?
• Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr. _________ (Guest last name), This is ________(Your first name), How may I help you.
• How to answer interdepartmental calls?
• Wish according to the time of the day (Good Morning, Afternoon or Evening), This is _______ (Your first name), How may I help you.

Transferring a guest call:

How to transfer a guest call?

• While transferring a guest call you should say:
• Transferring your call with pleasure.
• Putting a guest call on hold:
• How to put a guest call on hold?
• While putting a guest call on hold you should say:
• Allow me to put your call on hold while I check for the information required”

Or

• “Could I put your call on hold, while I check for the information required?”

Guest Query:

• How to handle a guest query?
• For any guest query you should say:
• I will be glad to assist you.