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    The document provides telephone etiquette standards for front desk staff at a hotel resort. Staff are to direct calls for ski school or reservations to the resort PBX by 5pm, as it closes then, with callers needing to call back the next day for resort services after 5pm. However, staff should still try to answer any questions from callers if not busy. Standard verbiage is provided for answering external calls, guest room calls, and internal calls, with staff introducing themselves and asking how they can assist. Staff are reminded to sound happy and cheerful when answering calls to convey they are invested in helping callers.

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    The document provides telephone etiquette standards for front desk staff at a hotel resort. Staff are to direct calls for ski school or reservations to the resort PBX by 5pm, as it closes then, with callers needing to call back the next day for resort services after 5pm. However, staff should still try to answer any questions from callers if not busy. Standard verbiage is provided for answering external calls, guest room calls, and internal calls, with staff introducing themselves and asking how they can assist. Staff are reminded to sound happy and cheerful when answering calls to convey they are invested in helping callers.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    31 views1 page

    Telephoneetiquettesop

    Uploaded by

    api-273420886
    The document provides telephone etiquette standards for front desk staff at a hotel resort. Staff are to direct calls for ski school or reservations to the resort PBX by 5pm, as it closes then, with callers needing to call back the next day for resort services after 5pm. However, staff should still try to answer any questions from callers if not busy. Standard verbiage is provided for answering external calls, guest room calls, and internal calls, with staff introducing themselves and asking how they can assist. Staff are reminded to sound happy and cheerful when answering calls to convey they are invested in helping callers.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    Telephone Etiquette SOP

    Our operators and the front desk staff receive calls from guests in-house and externally. The calls
    for ski school, reservations, etc. should be going to the resort PBX which closes at 5pm. If they
    call after 5pm for resort related questions or services, they will need to call back the following
    day.
    NOTE: This does not mean that you dont have to answer questions. If the desk and
    phones are not busy, try to answer any questions the caller may have.
    For Consistency all Front Desk Staff need to use similar verbiage. Please use these
    standards when utilizing the hotel phones:

    External Calls: Good morning/afternoon/evening, thank you for calling the Grand
    Summit Hotel. This is (your name), how may I assist you?

    Guest Room Calls: Good morning/afternoon/evening (guests surname). This is


    (your name), how may I assist you?

    Internal Call (Name Not Available): Good morning/afternoon/evening, Grand


    Summit Front Desk/Grand Summit Operator. This is (your name), How may I assist you?

    REMEMBER: Sounding happy and cheerful when


    answering the phone is absolutely necessary. This
    lets the caller know you are invested in helping
    them. Thats what your here for.

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