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.