SOP – Front Office – Telephone Etiquette in hotels

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Standard Telephone Etiquette in Hotels For Staff

Basic Hotel Telephone Etiquettes:

What all points should be taken care of while answering a call?

  • The phone should be answered within three rings.
  •  Smile even though you are on the telephone.
  •  Sit or stand up straight.
  •  Use a low voice pitch.
  •  Match your speaking rate to the caller’s.
  •  Avoid extremes in volume.

Standard Phrase:

How to answer an External call?

  • Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your Hotel Name), How may I help you.
  •  How to answer Internal Guest calls?
  •  Wish according to the time of the day (Good Morning, Afternoon, or Evening) Mr. _________ (Guest last name), This is ________(Your first name), How may I help you?
  •  How to answer interdepartmental calls?
  •  Wish according to the time of the day (Good Morning, Afternoon, or Evening), This is _______ (Your first name), How may I help you?

Note: Check out more sample Standard Greetings used in hotels.

Telephone Etiquettes While Transferring a Guest Call:

How to transfer a guest call?

  • While transferring a guest call you should say:
  •  Transferring your call with pleasure.
  •  Putting a guest call on hold:
  •  How to put a guest call on hold?
  •  While putting a guest call on hold you should say:
  •  Allow me to put your call on hold while I check for the information required”

Or

  • “Could I put your call on hold, while I check for the information required?”

Guest Query:

  • How to handle a guest query?
  •  For any guest query you should say:
  •  I will be glad to assist you.

Training Summary questions:

Q1. In how many rings phone should be picked up?      

Q2. What is a standard phrase for Picking up External and Internal calls?        

Q3. Why do we need to smile over the phone?

Q4. What is the correct posture while attending guest calls? 

Q5. What is the standard phrase for any internal guest call?

Q6. What should be the pitch of the voice while speaking to guests?
SOP Number: Front Office SOP -01 
Department: Front Office - General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 45 Minutes

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