Title Page
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Conducted on
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Prepared by
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Location
Operation Sequence
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External Calls example: “Thank you for calling to Royalton (…) Good M/A/N, my name is (…) how can I help you?
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Internal Calls example: “Front Desk (...) Good M/A/N, my name is (...) how can I help you?
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If it is necessary, operator asks him/her to spell a word that doesn’t understand.
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When a guest request information about the service and facilities of the Hotel. Reply: “It will be a pleasure to inform you”
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When a guest wants to communicate with another guest (or an employee), Reply: “Mr/Mrs (…) allows me to put you on hold a moment.
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Operator searches for the guest or employee required and can be given three options:
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Located – Responding to the customer: “Mr/Mrs (…) a pleasure to communicate you” and transfer the call.
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Busy on another call– Responding to the customer: "Mr/Mrs (…) excuse me, the extension is busy at this time” ”May I communicate you with someone else?” and proceed according the instructions.
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Unlocated– Responding to the customer: “Mr/Mrs (…) excuse me, but the call is not going through at this time” “May I transfer you to anyone else?” and proceed according the instructions.
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When a customer wants to leave a message, operator takes carefully note of itReply: “Mr/Mrs (…) please gives me your message and I will gladly ensure that the recipient receives it.”
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Verify always the name, room number and how is calling
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We will send the message through the IPTV – See annex 1 – “Call Message”
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Operator makes sure that the customer is satisfied and the call ends with the following sentences: “Mr/Mrs (…) thank you for calling, my name is (…) it has been a pleasure to serve you”.
