7/31/2019 TRG Telephone Operations

1/7

TELEPHONE OPERATIONS

THE RESIDENCE GROUP

August 11, 2012

1

7/31/2019 TRG Telephone Operations

2/7

How do you take calls at The reception or any department

All calls must be answered within 3 rings

Be polite at all times and at all stress levels

Calls for guests not to be transferred without checking on System for locators..

Calls must not be blindly transferred to room numbers. Always check the name of the

guest, who the caller would like to speak to before transferring the call.

Standard Phrases for calls being received at the Operator Console

Good Morning/Good Afternoon/Good evening The Residence How may I assist you ?

In case of an internal call Good Morning/Good Afternoon/Good evening ! ( Dept/Outlet

Name) ). Good Morning /Front desk / how may I assist you ?

August 11, 2012

2

7/31/2019 TRG Telephone Operations

3/7

DOS

Phrases to be used while putting a call on Hold

May I put you on hold sir/madam

Callers put on hold should be got back to within 15 seconds.When getting back to a caller who has been put on hold the following

phrase is to be used

Thank you for holding Sir/ Mam

Always complete the sentences while talking, e.g.

May I have your name please, Sir/Madam?

May I request you to spell the name out sir/madam

August 11, 2012

3

7/31/2019 TRG Telephone Operations

4/7

DOSTransferring a call : e.g.: when you receive the call and would like to transfer

Certainly Sir/Maam, Please hold the line, while I transfer your call.

If the extension is engaged:

I am afraid but the extension is still busy. Would you like to hold the

line or leave a message for Mr. /Ms____________?

If guests want to hold the line, after 20 seconds:

Thank you for holding the line is still busy. Would you like to continueholding, or may I take a message?

NB. If a message is taken, always repeat it back to the caller beforeending the call, especially the phone number.

August 11, 2012

4

7/31/2019 TRG Telephone Operations

5/7

DOS

Screening of Calls

All calls to be transferred from 800 to 2200 hrs and shud be screened after 2201 hrs

to 0759 hrs.

All single lady guest calls to be screened

The following phrase to be used while screening a callWho should I say is calling

On confirming the name of the caller, the operator would then call up the guest

room and check whether she would like to take the call..

Standard phrase to be utilised in this context would be as follows;Good (Morning..)Mam, Mr/Mrs (guest Name) would like to speak to you,

May I transfer the call?

August 11, 2012

5

7/31/2019 TRG Telephone Operations

6/7

August 11, 2012

6

DOS

Impress the caller by your smile over the phone

Sound efficient, lively and warmnot bored or in a hurry

Always Speak clearly

Use words such as

Definitely / Certainly

Yes Sir/ Mam

Thank you

Youre welcome

Im sorry

I beg your pardon

Have a nice day

Before Disconnecting:

Thank you for calling The Residence,Have a nice Day.

The right way of

holding the

telephone

7/31/2019 TRG Telephone Operations

7/7

DON'TS

August 11, 2012

7

Do not use slang such as Ya, Fine, OK.

One second or just a minute / Just a sec/ What ? / Hello / Whos that ?

Do not swallow/eat up your wordsAt no point for an internal call too should the above phrases be used

Not Done!!