Telephone Service Standard for Operators
- All Calls were answered within 3 rings, every time.
- External greetings included: the name of the operator and an offer of assistance.
- Operators spoke in a clear tone with an entertaining smile in their voices and never sounded too rushed to be of help.
- Callers were allowed to speak and not interrupted.
- In case of internal guest calls operators used the guest name at least one time.
- Operators waited for the caller to hang up first to ensure that the call was complete.
- The operator asked for Permission to place a call on hold, and the operator waited for confirmation from the guest/caller.
- Placed on hold for not more than 30 seconds, in case of extending confirmation was asked.
- Callers were informed that they would be transferred and the destination of the transfer was verified before the transfer.
- Proper telephone etiquette was used while transferring calls.
- Operators verified the guest’s name before contacting the room when only the room number was given.
- Operators never released room numbers or names to callers.
- The operator offered to take a message and repeated details with complete accuracy.
- Messages were delivered within 30 minutes; content was complete, accurate, and legible.
- The operator was the last to speak, confirmed the transfer, and offered thanks or offer of additional assistance.
- When wake-up calls were requested, the following information was obtained: Name, room number, time, date, and day.
- A second reminder call was always offered. (Generally, a 15-minute reminder call is given)
- Wake-up call information was reconfirmed and also offered for coffee, tea, and breakfast service.
- Wake-up calls are entered on EPBX or PMS within 5 minutes after the request.
- The wake-up call was personalized and included the time of the day, outside temperature and weather, and the wish for a pleasant day.
- The operator offered additional assistance after providing a wake-up call.
Back Office Job Description
Banquet
BAR
Beverage Service
Cashiering
Chef
Chef Training
Cleaning
Concierge
Duties and Responsibility
Engineering
Executive Chef
F&B Setup
F&B Training
Finance
Food Service
Front Desk
Front Office Formats
Front Office Setup
Front Office Training
Guest Room
Guest Services
Hospitality Basics
Hotel Formats
Hotel Security
Hotel Staff Job Description
Hotel Staff Training
Housekeeping Formats
Housekeeping Setup
Housekeeping Training
Kitchen
Kitchen Basics
Kitchen Training
Maintenance
Maintenance Technician
Reservation
Restaurant
Sales
SOP
SOP F&B Service
SOP Finance and Accounting
SOP Front Office
SOP Housekeeping
SOP Kitchen
Staff Training