Clear Enthusiastic Friendly Confident Professional Sincere Polite
Smile as you answer. (You can hear the smile)
Always listen and respond promptly, never assume, speak clearly
Words that create a positive can-do attitude and should be part of the conversation.
Yes, I can Certainly Of Course No Problem
Absolutely Excellent I’ll do that now That’s great.
Please Thank you Very good completely
Use the caller’s name through- out the conversation where possible.
Ask open questions. How, When, What, Where, Why,
Answering External Call
Good morning/afternoon/evening Aberdeen Douglas Hotel (name) speaking, how can I help you?
Call should be answered within 3 rings, if not apology offered……….
Good morning/afternoon/evening Aberdeen Douglas Hotel (name) speaking, sorry to keep you waiting, how can I help you?
Answering Internal Call
Good morning/afternoon/evening reception, (name) speaking, how can I help you?
Call should be answered within 3 rings, if not apology offered…………
Good morning/afternoon/evening reception, (name) speaking, sorry to keep you waiting, how can I help you?
Before transferring a guest to an extension number always inform them of who you are transferring to.
Caller: – I would like to make a reservation please
Reception: – One moment I will transfer you to Reservations
Caller: -Meeting & Events please
Reception: – One moment I will transfer you to “Steph” in Reservations
Always give the name of the person you are transferring them to.
When transferring a guest, you have been helping and need assistance always announce the call to the person you are transferring them to and inform them of the discussion so far.
A guest calls reception with a complaint. You try to help but need assistance from the duty manager, before transferring the call you must explain the situation and inform the DM of the story so far, otherwise, the guest must tell the same story all over again.
You try to help with a reservation, but the guest has a query about the rate you have quoted. Before transferring the call to reservation ensure to inform reservations of the story so far and why you are transferring them.
Callers on Hold
When you place a caller on hold the switchboard will ring to remind you after a couple of minutes. If you need to keep them on hold for any reason you must retrieve the call and explain you must keep them on hold and why. Give them the option to leave a message. If they are waiting for a line that is busy, ask if you can be of assistance.
Handling a busy switchboard
Managing the calls is very important. The most important thing is to answer each call as quickly as possible. Remember the caller cannot see you are busy. An agent/company/guest looking to book rooms may go somewhere else if our phone is left ringing. Manage it by answering a call and asking the caller to hold, take a message and call people back and transfer calls as efficiently. Apologies for the delay in answering.
Experience will make this an easy task but can be a juggling act, this is very often the first contact with a potential guest so it is vital to make a good first impression.