Telephone Etiquette

Standard

Telephone Operator is responsible for the majority of calls within the Resort & Spa. There are two main types of calls received, an external call and an internal call. The Telephone Operator must use specifically different vwordings when answering an external call compared to an internal call.



PROCEDURE:

“ALL CALLS WILL BE ANSWERED WITHIN 3 RINGS”

EXTERNAL CALLS

The Telephone Operator will answer all outside calls with.

“Good Morning (Good Afternoon / Good Evening), (Name of the resort). This is (name). How may I help you ?”

CALLER RESPONDS

The agent will end the conversation with.

“Please hold the line. I will connect your call now. ”

INTERNAL CALLS

The agent will answer all internal calls with.

“Good morning/afternoon/evening, Front Desk, This is (name), how may I help you?”

SMILE WHEN YOU ARE SPEAKING! THE GUEST CAN HEAR YOUR SMILE!
PLACING A CALLER ON HOLD
Always ask permission and wait for the caller’s response

“I’m sorry the line is busy, would you mind waiting or would you like to leave a message?”

RETURNING TO A CALL THAT IS WAITING
Thank and apologize to the guest for the wait.
Give your name
Offer assistance.

“Thank you for waiting this is (name). Let me try and connect you again to (person’s name)”

OR

HANDLING RING BACK TO CONSOLE CALLS


1. Always offer an alternatives to assist the caller
2. Take a message


Guest Call “I am sorry (guest’s name) did not answer the call. Would you like to speak with someone else or leave a message?”

OR

Staff Call “I am sorry (staff name) is not at their desk. Is there someone else who can assist you or would you like to leave a message?”

SHOULD NOT SCREEN CALLS

Do not say, “May I ask who’s calling?” or “who is calling please?”
All calls are important. It does not matter who is calling

ENDING A CONVERSATION.

1. Always say “ Thank You” or “You’re welcome”

2. End the conversation with “Good Bye” not “Bye-Bye”


“Thank you, Good Bye”