Scribd
Upload
299 views2 pages

Effective Telephone Handling for Housekeeping

1) Hotel housekeeping staff should answer the phone within 3 rings, greet the guest by name with a smile, and listen to their request. 2) It is important to write down all guest requests in a daily message log book as the guest speaks, rather than relying on memory. The log should include the time of the call, room number, request, who asked for it, who received it, who it was passed to, and the time it was passed on. 3) Proper phone etiquette and accurately documenting guest requests are standards for hotel housekeeping staff to provide good customer service.

Uploaded by

Jan Hidalgo Laroya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
299 views2 pages

Effective Telephone Handling for Housekeeping

1) Hotel housekeeping staff should answer the phone within 3 rings, greet the guest by name with a smile, and listen to their request. 2) It is important to write down all guest requests in a daily message log book as the guest speaks, rather than relying on memory. The log should include the time of the call, room number, request, who asked for it, who received it, who it was passed to, and the time it was passed on. 3) Proper phone etiquette and accurately documenting guest requests are standards for hotel housekeeping staff to provide good customer service.

Uploaded by

Jan Hidalgo Laroya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

STEPS TRAINING QUESTIONS STANDARDS

1)Answer the telephone What should you do if you are on If you are already on the
within 3 rings. the other line? telephone, answer it and then
put the guest on hold.
Apologize when you return to
the line.
How should you answer the
phone?
2)Greet the guest by name
“Housekeeping, how may I
with a smile.
help you this morning /
afternoon / evening, Mr. /ms
XXXX?”

How do you find out the guest


name? The guest name is on the
telephone screen when he/she
call from the room.

How do you answer the “Housekeeping, good


telephone if it is internal? morning / afternoon / evening,
how may I help you.”

3)Listen to the request of


the person calling.

Why must you write down the Do not trust your


4)Write the request down
request as the person is speaking? memory. Write everything
in the daily message log down, especially the room
book. number if it is for a guest
request.

What important information


should be noted with each call? Write down the time the
person called, the
extension/room number, the
request, who asked for the
request, who received the
request, who the request was
passed to, and the time the
request was passed on.

You might also like