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    Task: Telephone Etiquette Standard & Procedure

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    Front Office
    The document outlines telephone etiquette standards and procedures for staff at a hotel. It states that phones should be answered within three rings and staff should use a standard greeting, speak clearly with proper posture, and match the caller's speaking rate. It provides examples of polite phrases to use such as "Good morning, how may I assist you?" and ways to avoid responses like "He's busy." Staff are instructed to always offer to take a message or have the requested person call back. The procedures also include changing greetings and hold music for holidays.

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    Task: Telephone Etiquette Standard & Procedure

    Uploaded by

    Front Office
    22 views2 pages
    The document outlines telephone etiquette standards and procedures for staff at a hotel. It states that phones should be answered within three rings and staff should use a standard greeting, speak clearly with proper posture, and match the caller's speaking rate. It provides examples of polite phrases to use such as "Good morning, how may I assist you?" and ways to avoid responses like "He's busy." Staff are instructed to always offer to take a message or have the requested person call back. The procedures also include changing greetings and hold music for holidays.

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    Original Title

    A105-Telephone Etiquette

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    The document outlines telephone etiquette standards and procedures for staff at a hotel. It states that phones should be answered within three rings and staff should use a standard greeting, speak clearly with proper posture, and match the caller's speaking rate. It provides examples of polite phrases to use such as "Good morning, how may I assist you?" and ways to avoid responses like "He's busy." Staff are instructed to always offer to take a message or have the requested person call back. The procedures also include changing greetings and hold music for holidays.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as doc, pdf, or txt
    22 views2 pages

    Task: Telephone Etiquette Standard & Procedure

    Uploaded by

    Front Office
    The document outlines telephone etiquette standards and procedures for staff at a hotel. It states that phones should be answered within three rings and staff should use a standard greeting, speak clearly with proper posture, and match the caller's speaking rate. It provides examples of polite phrases to use such as "Good morning, how may I assist you?" and ways to avoid responses like "He's busy." Staff are instructed to always offer to take a message or have the requested person call back. The procedures also include changing greetings and hold music for holidays.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    Task : Telephone Etiquette Standard & Procedure

    Position : Various Dept. Head : FOM


    Dept. : Front Office Date : 01/07/2017
    Approval
    Department Head Division Head General Manager

    Standard:

    Every Executive shall practice standardized telephone etiquette consistently in accordance with
    our brand standards.

    Procedures:

     Phone should be answered within three rings.


     Smile even though you are on the telephone.
     Sit or stand up straight.
     Use a standard voice pitch.
     Match your speaking rate to the caller's.
     Avoid extremes in volume.

    1. Use the following useful phrases to leave a good impression with each caller:
     Good morning/afternoon/evening, Platinum Grand, This is XX, how may I assist you?
     Certainly, thank you for calling.
     I am sorry to keep you waiting, sir.
     Hold on a moment please. I will connect you to XX (or Department Name)
     Certainly, sir.
     May I place you on hold?
     Allow me to put your call on hold
     May I beg your pardon? Would you spell that for me, please?
     Can I repeat your message, sir?
     You are welcome / My pleasure / It is my pleasure.
     Transferring your call with pleasure.
     I will be glad to assist you.

    2. Avoid these:
     OK
     He is out.
     He is busy.
     He is not available.
     He is speaking with someone

    1
    3. Always offer some kind of assistance:
     May I take a message for him?
     May I have him call you back?
     Would you like to speak to him?
     Would you like me to page him for you, sir?
     Is there anything else I can do for you, sir?

    4 Change the greeting and background music and hold music during various occasions (New
    Year, Eid, Christmas day etc). Keep the Christmas and New Year music CD in the Service
    Express center filing drawer.

    5 External call: Seasons greeting, Platinum Grand, XX speaking, how may I assist you?
    Internal call: Seasons greeting, XX speaking at your service.

    Training Summary questions:


    Q1. In how many rings phone should be picked up?
    Q2. What is standard phrase of Picking up External and Internal calls?
    Q3. Why we need to smile over phone?
    Q4. What is correct posture while attending guest calls?
    Q5. What is standard phrase for any internal guest call?
    Q6. What should be the pitch of the voice while speaking to guests?

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