DIVISION: FRONT OFFICE

DEPARTMENT: OPERATOR
STANDARD TELEPHONE
No.: FO – OPR 02 PHRASES

Effective date: 01/10/2021 Approved by:

Eugene Hendriks, General Manager

Version: 001 Submitted by: Lau Nhin,

Front Office Manager

I. PURPOSE
To be able to answer telephone with a greeting that is with a pleasant voice and to assitst
with the highest standard.

II. SCOPE OF APPLICATION & DEFINITIONS

1. Scope of Application

Operator

2. Definition & Abbreviation

III. RESPONSIBILITIES

IV. IMPLEMENTATION

1. Answer the telephone call within 3 rings or 10 seconds with appropriate greeting.
2. If receive an external call, then start with a greeting, hotel name, your name and
then asks how you can assist him/ her: “Xin Chao, The Secret Con Dao Hotel,
(your name) Speaking, How may I assist you?”
3. If receive an internal call, then start with a greeting, position and name then asks
how you can assist him/ her: “Xin Chao, Guest Service, (your name)
Speaking, How may I assist you?”
4. Note
 Try to address the caller by name at least once or twice but not overusing
it.
 While engaging a long conversation, show the caller thst you are eagerly
listening to hin/her by constantly respond “yes”, “ok”, “I understand” to
make the conversationb spontaneous.

V. FORMS

VI. BREACH OF POLICY / PROCEDURE

VII. REFERENCE LIST

 Daily log book

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