DIVISION: FRONT OFFICE

DEPARTMENT: OPERATOR CONNECTING CALL TO GUEST

No.: FO – OPR 05

Effective date: 01/10/2021 Approved by:

Eugene Hendriks, General Manager

Version: 001 Submitted by: Lau Nhin,

Front Office Manager

I. PURPOSE
To ensure incoming calls to be handle in a professional and effective way.

II. SCOPE OF APPLICATION & DEFINITIONS

1. Scope of Application

Operator

2. Definition & Abbreviation

III. RESPONSIBILITIES

IV. IMPLEMENTATION

1. Before putting a call through to a guest room, the SSA must verify the guest name
with the room number requested, by asking : '“Certainly, Sir/Madam. May I
know the guest’s name and room number please?
2. If the name corresponds with the room number requested, the call should be put
through, after announcing : '“Certainly, Sir/Madam. May I know the guest’s
name and room number please?
3. Press transfer button and the room number to inform the call to the guest: “Good
morning Mr. Smith My name is X from Call Center. We receive a call from
[caller name], would you like to pick up it?”
-If guest pick-up phone you should great the guest and inform about the call
transferred
-If the guest allow to transfer, press transfer button and say goodbye to guest
4. If the name does not correspond, the caller should be advised that there is no
guest with that name in the room requested. The SSA should locate the guest
name in the system and offer to connect the call, but without revealing the room
number.
5. If the caller requests to speak to a guest, without mentioning the room number,
the guest name should be located and the caller connected, without being told the
room number of the guest.

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V. FORMS

VI. BREACH OF POLICY / PROCEDURE

VII. REFERENCE LIST

 Daily log book

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