Telephone Service Standard for Operators
All Calls were answered within 3 rings, every time.
External greetings included: name of operator and an offer of assistance.
Operators spoke in a clear tone with an entertaining smile in their voice, never sounded too rushed to be of help.
Callers were allowed to speak and not interrupted.
In case of internal guest calls operators used guest name at least one time.
Operators waited for the caller to hang up first to ensure that the call was complete.
Operator asked Permission to place call on hold, and operator waited for confirmation from guest / caller.
Placed on hold for not more than 30 seconds, in case of extending confirmation was asked.
Callers were informed that they would be transferred and destination of transfer was verified before transfer.
Proper telephone etiquette was used while transferring calls.
Operators verified guest name before contacting room when only room number was given.
Operators never released room number or name to callers.
Operator offered to take message and repeated details with complete accuracy.
Messages delivered within 30 minutes; content was complete, accurate and legible.
Operator was the last to speak, confirmed transfer, offered thanks or offer of additional assistance.
When wake up calls were requested, the following information was obtained: Name, room number, time, date and day.
A second reminder call was always offered. (Generally, a 15 minute reminder call is given)
Wake up call information was reconfirmed and also offered for coffee, tea, breakfast service.
Wake up calls entered on EPBX or PMS within 5 minutes after the request.
Wake up call was personalised and included time of the day, outside temperature and weather and wish of a pleasant day.
Operator, offered additional assistance after providing wake-up call.