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Telephone Inquiries

Handling

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I answer the telephone professionally

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STEPS INVOLVEMENT STANDARDS

1. Pick up the phone How many ringing we allow to answering thephone?

Within 3 rings.

2. Greeting How is the voice tone?

How is the greeting?

Warm, polite, friendly and with asmile in the voice.

GoodMorning/Afternoon/Evening;

Aston Marina Hotel Jakarta, this is(Your Name).

GoodMorning/Afternoon/Evening;Front Office (YourDepartment/Outlet), this is (YourName).

3. Record the identity of the caller How do we recognize and record it? By the caller ID displayed on thescreen or asking name.

Fill in the column accordingly.4. Record the time Why we have to record the time? Demanded to give fast service.

5. Record the room number Why we have to record the room number? To avoid mixed up with otherroom.

6. Record the inquiries How do we record the inquiries? In details and repeat at the end.

7. Inform to person in-charge How do we inform the person in-charge? By Telephone. By written note By Handy Talkie.

8. Record the time of execution ofthe inquiries

Why we have to record the time of execution? To avoid any future complaint ofdelay.

Task Breakdown

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How to handle telephone inquiries?

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How to handle telephone inquiries?

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External Calls

Good Morning/Afternoon/Evening; Aston Marina Hotel

Jakarta, this is .. (your name)

e.g.: Good Morning/Afternoon/Evening; Aston Marina HotelJakarta, this is Wenny

Internal Calls

Good Morning/Afternoon/Evening; ..(department), this is.. (your name)

e.g.: Good Morning/Afternoon/Evening; Front Office, this is

Wenny

Standard Greeting

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How to handle telephone inquiries?

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How to handle telephone inquiries?

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How to handle telephone inquiries?

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How to handle telephone inquiries?

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How to handle telephone inquiries?

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How to handle telephone inquiries?

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Daily FormName

HOTLINE BOOKDate

TELEPHONE ASSISTEDShift

Room No. Guest Name Comments/Description Time Reported To Ext. Name Destination Called Party Time

Checked by :

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Thank You..

Try this!!!!!

Smile while you dial

AND

When your phone rings,

Smile & then answer

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Role Play