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