How to handle phone calls

This procedure is designed to ensure that the phone calls made to Hotel Hotel are handled in an efficient, warm and welcoming manner.

all staff must ensure the required level of quality for this procedure is maintained at all times and that all staff, contractors and suppliers that this procedure affects are aware and trained.

PROCEDURE

The phone should always be answered within three rings or 10 seconds time.
Before answering ensure the background is free from noise.
Be prepared. Have a pen and paper or email message open to capture details.
Answer the phone with the appropriate greeting. For external calls this is, ‘Good morning, Hotel Hotel, this is Jason.’ For internal calls the caller’s name is presented on the display, use this in the greeting, ‘Good morning Mr Smith, thank you calling reception, this is Jason. How may I help you?’
Speak slowly, clearly and concisely.
Use positive body language while on the phone and smile, it’s audible.
For external calls always discover the name of the caller buy asking, ‘who am I speaking to please?”
Listen to the request of the caller.
If you need to check a detail (even if it’s with the person standing next to you) place the caller on hold. Before you do so, always ask their permission and explain why you need to do so, for example, “Mr Smith, may I place you on hold while I check with our Food & Beverage team?” Don’t leave a caller hanging for long. Check back in with the call after short intervals.
If transferring let the caller know who you will be transferring them to and why. The best approach for hand over is;
- Handover to new receiver: ‘Juliane, this is Nikko, I have Mr. Donaldson on the line who needs some information about Corporate Room Rates.’
- New receiver: “Good morning Mr. Donaldson, this is Juliane. I understand that you would like to know about our Corporate Room Rates, is that correct?”
All phone messages are delivered by email. Notes on desks can get lost, are often missing date and time information. Verbal messages may come at an inopportune time resulting in the caller not being called back.
- Always get the name, company, telephone number and reason for the call (many people state the staff member already has their phone number but generally always ask for the number as this is more efficient).
- Always note if the message is urgent
- Subject line and the body of the message must be formatted as follows; Subject Line: PHONE MSG | Please all Suzi at Molonglo Group on +61 2 96287 6170 (name, company, phone in international format). Body of Message: She is chasing up X2 additional set of keys for Apt 704 at New Acton East.