DIVISION: FRONT OFFICE

DEPARTMENT: OPERATOR
CONNECTING CALL TO
No.: FO – OPR 04 EXECUTIVE OFFICE

Effective date: 01/10/2021 Approved by:

Eugene Hendriks, General Manager

Version: 001 Submitted by: Lau Nhin,

Front Office Manager

I. PURPOSE
To ensure the incoming call to Excutive Office be handled in a professional and effective
way.

II. SCOPE OF APPLICATION & DEFINITIONS

1. Scope of Application

Operator

2. Definition & Abbreviation

III. RESPONSIBILITIES

IV. IMPLEMENTATION

1. All calls to the GM will be put through to the Executive Secretary first. Each
General Manager will establish their own procedures for handling calls in the
Executive office.
2. If Executive Secretary is not available always ask the caller to leave a message.
3. If a guest is insisting on speaking to the GM, put the call through to the Executive
office. If no one answers, take the guests details, and gather a brief explanation
about the issue and advise the caller, the GM will return the call ASAP. You must
brief the Executive Secretary thoroughly on the issues immediately. This will
enable the GM to get all the facts prior to phoning the caller back.

V. FORMS

VI. BREACH OF POLICY / PROCEDURE

VII. REFERENCE LIST

 Daily log book

Page 1 of 1 FO Policy.1021.001