Front office telephone etiquette
Important dos:
Telephone calls should be answered within 3 rings.
Ensure that you have a correct posture.
Speak clearly, and distinctly.
Have a Friendly, interested & concerned tone.
Speak in a natural tone.
Keep the mouth-piece 1/2 inch away from your mouth.
Speak in a well modulated & low pitched voice.
“Smile”, It will reflect in your voice.
Address the guest by last name at least twice.
Be polite when on a call.
Speak in complete sentences.
Important don’ts:
Don’t answer with “HELLO”
Don’t eat, drink, chew, while talking on the phone.
Don’t sound mechanical.
Don’t use slang.
Do not cover your mouth while on a call.
Don’t sound mechanical
Don't Rush Through The Greeting.
Don’t transfer the call just to get rid of the caller.
Don’t Say No To The Guest, Offer Alternative.
Use respectful and considerate words and phrases, such as:
I'm sorry, thank you, please, etc
May I take a message?
Would you like to leave your number?
May I put your call on hold
I'm sorry to keep you waiting.
May I have him return your call?
How To Answer The Phone:
Always announce the name of your organization, your name, your department & greet
according to time of the day & offer assistance.
Example:
“Hotel Xyz, good afternoon, this is (First name), from (department), how may I assist you?”
Placing the guest call on hold:
Sometimes, while on the call, you may have to place a guest call on hold.
Do not put the caller on hold for more than 30 seconds.
Example:
Mr. X, May I place your call on hold for a moment while I check that for you?”
Mr. X, allow me to place your call on hold for a moment while I check the room availability.”
Getting back to the guest:
Don’t say “Hello”.
If the call was on hold for long, apologize.
Example:
Say, “Mr. X, I am sorry to have placed your call on hold. Thank you for your patience, ”
When calling a guest back:
Example:
Say, “ Good Morning, Mr X. This is ABC from reception, you asked for some information
regarding………..”
When conversation is not clearly understood:
Example:
o “I beg your pardon, sir/madam”
o I’m sorry, I didn’t understand that. Would you mind repeating it?
o May I request you to repeat that, please?
When a guest asks for something that needs to come from another department:
Example:
o “Certainly Sir/Madam, I will ask Room Service to bring it up to you”
If the guest calls and says s/he is feeling unwell:
Empathize with the guest.
Offer medical services.
Always inform your supervisor.
Example:
Say, “I am sorry to hear that Sir/Madam. May we call a doctor for you? Or get some medicines for
you? ”
When transferring a call:
Done, incase guest wants to speak to some other department.
Prior to transferring the call ask for the complete name of the guest, and then transfer the
call.
Example:
Say, “Certainly sir/ madam, allow me to transfer your call to the travel desk.”
When screening of all calls:
Sometimes requested by a guest when they want you to act like a call- screener.
They want you to take the call, and then transfer it to them, after their approval.
Example:
“Certainly Sir/Madam who should I Say is calling For Mr.Dayal?”
(Note down the name of the caller): “With Pleasure Allow Me To Transfer Your Call To
Mr.Dayal.”
(Transfer the call and speak to the guest first): “Good Morning Mr. Dayal, This Is Aroba From
The Front Desk; Mr. Rogers Is On Line For You Would You Like to Take The Call?”
(In-case the guest wants to speak to the caller): “With Pleasure Allow Me to Connect the Call
Mr.Dayal”.
(In-case the guest does not want to speak to the caller): Get back to the caller and inform him the
status of the Guest: “Thank You For your patience Mr. Rogers, Mr.Dayal Is Not in His Room,
Would you like to leave a Message?
When putting calls on DND:
Sometimes requested by a guest when he doesn’t want to take any phone calls in his room.
Example:
o You would say; “Mr.Dayal Is Not In His Room, Would You like to leave a message?”
When taking a message:
Example:
o (In case the guest is In house): Take a message and then say: “Allow me to repeat your
message.
o (In case the guest is due to arrive later in the day): “Mr.Dayal has not yet arrive. May I
take a message for him?”
o (In case, the guest neither in-house nor holding any reservation): “I am sorry sir/madam,
but there is no guest by that name staying with us”
o (In case the guest has checked out & has no future reservation): “I am sorry Mr.Dayal
has already checked out”
If the extension is busy:
Example:
o I am sorry Sir/Madam the extension you are trying to reach is busy at the moment. Would
you prefer the call to be on hold, or should I have them call you back soon?”
Use respectful and considerate words and phrases:
Example:
o I'm sorry / Thank you / Please.
o May I take a message?
o Would you like to leave your number?
o May I put your call on hold?
o I'm sorry to keep you waiting.
o May I ask him to call you back?
Do not use words and phrases like:
Example:
o “I don’t know.”
o “I/we can’t do that.”
o “You’ll have to….”
o “Just a second.”
o “No.”
o “Huh?”, “Yeah” etc
When ending a call:
Always end the call with a thank you.
Allow time for the guest to say “bye” or “thank you”, before disconnecting.
Always put the phone down, after the guest has done so ”
Example:
o “Is there anything else I can ASSIST you with sir / madam?
o Thank you for calling hotel XYZ, / front desk. Have a pleasant day.”
Swearer/ bad words:
In most instances, making callers aware of what they are saying will halt the swearing.
However, if it does not stop, many organizations advocate the “three strikes and you’re out”
rule.
If you ask the person to stop swearing twice more and the caller doesn’t, then hang up. You
have to take control of the call.
First, call attention to the swearer’s vulgar language by saying,
Example:
o “Sir/madam, I can certainly understand how you feel, I want to assist you to find a
solution, but, I respectfully ask that you stop swearing.”
