service flow

Quickstart phone answering guide

Incoming internal guest call

- Guest at the front desk is always priority.

Prioritize incoming emergency calls if
the system allows. Follow the Safety
& Security procedure in case of
emergency and explain to the guest at
the front desk if there is any.
Answer calls from the guest
room within 3 rings
In case you are helping the guests at the
front desk, answer the call within 3 rings
and offer guest a call back, which will
be placed within 5 minutes. Do not put
guests on hold for more than 30 seconds.

Answer the phone with gracious and

friendly tone of voice. Be prepared with
a pen and paper to take note or keep
Use the opening sentence based on the
hotel operations & communication
time of day
software (e.g., Hotelkit) open to insert
the guest request directly in the System
where applicable.

Listen to the guest’s request carefully

and take note the below information:
- Requested item(s)
- Room Nr (if not visible) and the time

Recap requested items and mention an

estimated delivery time to the room or
to solve the reported issue by the guest

Ask the guest if there is anything else

Use the closing sentence based on the
you can help them with and wish them
time of day
a good day

- In order to ensure guest privacy and security, callers

must not be given a guest’s room number, name or
any other personal information of any kind.
 service flow
Every Moment Matters
Please follow the below tone of voice and behavior guidelines to ensure a great guest experience.
Opening sentence
Morning Afternoon
“Good morning Mr./Ms. xxx. How are ‘’Hi Mr./Ms. xxx. How are you doing this
you doing this morning?” afternoon?”
(if the guest’s name is visible) (if the guest’s name is visible)
“Good morning, thank you for calling “Hi, thank you for calling reception. How
reception. How can I help you?” can I help you?”
(if the guest’s name is not visible) (if the guest’s name is not visible)
Closing sentence
Morning Afternoon
Is there anything else I can help you Is there anything else I can help you
with? Enjoy your day with? Have a good afternoon
Positive words to use Negative words NOT to use
Yes, we can help with this We can’t help with that
I’m not sure if we can help
We would love to help
Not my problem
Thanks for your feedback I don’t like your attitude
- During the call back, using guest name is mandatory for opening sentence.
Evening
“Good evening Mr./Ms. xxx. How are
you doing this evening?”
(if the guest’s name is visible)
“Good evening, thank you for calling
reception. How can I help you?”
(if name is not visible)
Evening
Is there anything else I can help you
with? Have a good evening
Positive behaviours
Welcoming hospitality
Smile
‘Yes I Can!’ attitude
Feel good personality
Engaged

Estimated order collection/delivery time must not be more than 30 minutes.
“Your order will be ready
within 30 minutes and
you can collect it from our
restaurant on the ground
floor. We will inform you
once the order is ready for
collection.”
“Hello Mr./Ms. [name] your
food is ready for collection
at the restaurant.”
“There you are! Enjoy your
meal and don’t hesitate
to contact us if you need
anything else. Thank you
for collecting and enjoy
your day.”
*Room delivery to be provided only if requested by guest and in countries where
local legislation allows to levy an extra delivery charge.
service flow
Call & Collect
Guest calls the restaurant/reception
for ordering.
Team member to answer the call.
Take the order - upsell bundles,
make suggestions and ask for dietary
requirements/allergens
Repeat the final order back to the guest
and confirm room number
State the estimated
*The guest
collection time &
collection point
NO requests for
(e.g. bar counter) room delivery?
Call the guest room
when the order is
ready for collection
and repeat the
collection point
Order to be packed
Guest collects the in Eco-friendly
order from the packaging and placed
dedicated collection in a brown paper
point, process the bag or equivalent. No
payment and wish the Room service trays/
guest a good meal. tables to be used for
room delivery.
Please follow the ‘’Quickstart
phone answering guide’’ when
answering the phone
“The club sandwich is a classic. What bread
would you like? ...Yes we can do gluten-free
bread for the sandwich.” “Chicken nachos
will go perfectly with a pale ale. I would
recommend the (beer name) which comes
from a local brewery in the country-side’’
“Any food allergies/intolerance we should
be aware about?”
“Confirming your order for room 420 -
you would like to have 1 virgin mojito, 1
pale ale, 1 club sandwich in gluten-free
bread and without bacon plus a plate
of chicken nachos. Is there anything else
you would like me to add to your order?’’
“Of course we can bring it up.”
“Yes we could bring it to you
State the estimated
for a small service charge of
[xx] euro” “Please note that
delivery time and
YES
mention the room
there will be an additional tray
charge of [xx] euro” “Your order
delivery charge will be ready and delivered
to your room 420 within 30
minutes.”
Deliver the order to the
“Room delivery. May I
room - knock, announce
come in?” “Hi Mr./Ms.
the department, ask guest
[name]. Should I place it
‘May I come in?’ and use
on the desk?”
guest’s last name
Place the package in the “Please enjoy your meal.”
room/give it to the guest, If you need anything else,
present the bill and wish feel free to contact us.”
them a good meal. Have a great evening!”
 service flow

Wake-up calls
If wake-up calls are not automated, please follow the below script.

If the guest does not answer the

call, it should be placed again 10
Wake-up call request Giving a wake-up call minutes later. If still no answer, a
team member should be sent to
the room to check on the guest

Please follow the “Quickstart ‘’Good morning/ Good

Use the opening sentence Deliver the wake-up call within 3 Afternoon/ Good Evening Mr./
based on the time of day
phone answering guide” when Ms. [name]. This is your wake-
minutes of the requested time in a
answering the phone calm, clear voice up call. It is currently [time].’’

Record wake-up call requests

Offer a follow-up wake-up call
promptly with the guest name,
within 10 minutes of the prior
room number and time of the
wake-up call
desired call

Repeat the wake-up call time back If it is a morning call, remind guest
to the guest to ensure accuracy about breakfast opening hours

Use the closing sentence Use the closing sentence

Wish the guest a good stay Wish the guest a good stay
based on the time of day based on the time of day