DIVISION: FRONT OFFICE

DEPARTMENT: OPERATOR
GOOD AND BAD PRACTICES OF
No.: FO – OPR 09 SSA

Effective date: 01/10/2021 Approved by:

Eugene Hendriks, General Manager

Version: 001 Submitted by: Lau Nhin,

Front Office Manager

I. PURPOSE
To be able to answer telephone with a pleasant voice and to assitst with the highest
standard.

II. SCOPE OF APPLICATION & DEFINITIONS

1. Scope of Application

Operator

2. Definition & Abbreviation

III. RESPONSIBILITIES

IV. IMPLEMENTATION

1. Bad practices:
 Just start a conversation with only: “ Hello”
 Avoid responsibility in the way like: “I’m not working in HR/FC…
department”
 Requesting to hold the line because you can’t find a pen or pad.
 Being silent while talking for a long time.
 Use a plain language/ slang/ inappropriate language.
 Taking wrong or incomplete message
 No follow up
 Give personal information about guest
2. Good Practices:
 Start with greeting and then follow the procedure.
 Taking responsibility in the way like: “if you are not the person whom the
caller need then transfer to the appropriate person.
 Have pen, pad or pencil ready
 Constanly response to the caller by saying “ok”, “Yes”, “ I understand”…
 Use some magic words like: “ certainly”, “ you are right”, I do understand”
and “thank you” etc
 Pay deep attention while taking message and then repeat and be sure to
take proper message.
 While transfering any call or message, please ensure to do the follow ups.
 No guest information or room number is to be shared with any unknown
person. Can only transfer a call or take message on behalf of guests.

Page 1 of 2 FO Policy.1021.001
V. FORMS

VI. BREACH OF POLICY / PROCEDURE

VII. REFERENCE LIST

Page 2 of 2 FO Policy.1021.001