Title Page
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Conducted on
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Prepared by
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Location
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Answer phone within 3 rings
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Use proper telephone etiquette during the transaction
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Use your name during the transaction
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Operator reacts as appropriate and sets expectation for resolution.
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Question effectively to uncover the guest’s need (e.g. repair in room, towel delivery)
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Offer apology if guest is calling due to a defect
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Provide time quote for response
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o It is acceptable if quote is non-specific (e.g. "Immediately", "They will be right up")
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If guest makes a special request employee must:Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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Offer alternatives that may help meet the need in another way
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Responding department must arrive within 20 minutes of the call.
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Employee must own and immediately resolve guest problems (LEARN):
