Hotel Phone Etiquette Guidelines

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Hotel Phone Etiquette Guidelines

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Huỳnh Thị Lan Anh

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- General Etiquette: Remember to smile when answering the call and

maintain an engaging expression. Speak slowly and clearly.

- External guest call:
• Greet according to the time of the day
• Thank the guest for calling the Hotel
• Introduce yourself
• Offer assistance

- Internal calls :

• Greet according to the time of the day: Good morning, Good afternoon, Good
evening
• State your Department: from the Sales Department.
• Introduce yourself: name is.....
• Offer assistance: can I help you today?
- Placing a caller on hold :

 Always ask permission prior putting the call on hold

 Press the Hold Button

EX: May I put your call on hold?

- When getting back to the caller who was on hold:

 Press the hold button again
 Thank the guests for staying on the line.

- When taking the call when a colleague is unavailable: Apologize and

offer assistance instead.

- When closing the call: Offer further assistance and thank the guests for calling

->If you need to put a collar on hold, make sure to get back to the collar within 25
seconds. Never chew food, gum, or drink anything while on the phone

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Hotel Phone Etiquette Guidelines

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Hotel Phone Etiquette Guidelines

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- General Etiquette: Remember to smile when answering the call and

maintain an engaging expression. Speak slowly and clearly.

 Always ask permission prior putting the call on hold

EX: May I put your call on hold?

- When getting back to the caller who was on hold:

- When taking the call when a colleague is unavailable: Apologize and

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