Handling Telephone Inquiries

I answer the telephone professionally

Task Breakdown
STEPS INVOLVEMENT STANDARDS

1. Pick up the phone

How many ringing we allow to answering the phone? How is the voice tone? How is the greeting?

Within 3 rings.

2. Greeting

3. Record the identity of the caller

How do we recognize and record it?

4. Record the time 5. Record the room number

Why we have to record the time? Why we have to record the room number?

Warm, polite, friendly and with a smile in the voice. Good Morning/Afternoon/Evening; Aston Marina Hotel Jakarta, this is (Your Name). Good Morning/Afternoon/Evening; Front Office (Your Department/Outlet), this is (Your Name). By the caller ID displayed on the screen or asking name. Fill in the column accordingly. Demanded to give fast service. To avoid mixed up with other room. In details and repeat at the end. By Telephone. By written note By Handy Talkie. To avoid any future complaint of delay.

6. Record the inquiries 7. Inform to person in-charge

How do we record the inquiries? How do we inform the person in-charge?

8. Record the time of execution of the inquiries

Why we have to record the time of execution?

How to handle telephone inquiries?

How to handle telephone inquiries?

Standard Greeting
External Calls Good Morning/Afternoon/Evening; Aston Marina Hotel Jakarta, this is .. (your name) e.g.: Good Morning/Afternoon/Evening; Aston Marina Hotel Jakarta, this is Wenny Internal Calls Good Morning/Afternoon/Evening; ..(department), this is .. (your name) e.g.: Good Morning/Afternoon/Evening; Front Office, this is Wenny

How to handle telephone inquiries?

How to handle telephone inquiries?

How to handle telephone inquiries?

How to handle telephone inquiries?

How to handle telephone inquiries?

How to handle telephone inquiries?

Daily Form
Name

HOTLINE BOOK

Date Shift

TELEPHONE ASSISTED

Room No.

Guest Name

Comments/Description

Time

Reported To

Ext.

Name

Destination

Called Party

Time

Checked by :

Thank You..
Try this!!!!! Smile while you dial AND When your phone rings, Smile & then answer

Role Play