STANDARD OPERATING PROCEDURE

Subject: Answering a telephone Applies to: All staff Name: Title Section: F & B Number: 4 Effective Date Super ceding policy Dated Signature

DESIRED STANDARDS All phone calls will be answered within 3 rings with a pleasant smile PROCEDURES Pick up the phone within three rings On picking up the phone, one has to announce the name of the outlet followed by Namaskar. The standard phrase to be used for eg: In Room Dining Namaskar or The Restaurant Namaskar or Pool side Namaskar or F&B Office Namaskar Always be polite and courteous when answering the phone and smile so that the voice is pleasant. The speaker should have a smile in his/her voice Always ask the guests permission before putting him/her on hold if required using the standard phrase May I put you on hold Sir/Madam Transfer a call using the standard phrase Please allow me to put you on hold Sir/Madam, while I transfer your call If there is an internal call for someone in the department and the person is not close to the phone, use this standard phrase At the moment he/she is not in this area, may I arrange a call back Immediately look for the person in the area. If not found, call up on his/her mobile immediately and convey the complete message. If there is an external call for someone in the department and the person is not close to the phone, use this standard phrase At the moment he/she is not in this area, may I arrange a call back If yes, please take the caller name and the contact number. Immediately look for the person in the area. If not found, call up on his/her mobile immediately and convey the complete message. If the call has been forwarded from some other area, respond according to the area the call is meant for.