Phone Etiquette

Below are the established guidelines for professional and effective telephone interactions, ensuring a positive experience for both internal and external callers.

Guidelines

Answering the Phone

• Promptness: Answer calls within three rings or 10 seconds.
• Greeting:
  • External: "Hotel Grand Chancellor Melbourne, this is [your name]. How can I help you?"
  • Internal: "Reception, this is [your name]. How can I help you?"

• Smile: A smile can positively influence your tone of voice, even over the phone.

During the Call

• Clarity: Speak clearly, at a moderate pace, and enunciate your words. Avoid using slang or jargon.
• Active Listening: Give the caller your undivided attention. Listen carefully and avoid interrupting.
• Positive Language: Use positive phrasing. Instead of "I don't know," offer to find the information. Replace "I can't" with an explanation of what you *can* do.
• Empathy: Show understanding towards the caller's needs.
• Professionalism: Maintain a professional demeanor, even if the caller is challenging.
• Hold and Transfer: If needed, inform the caller and obtain their permission before placing them on hold or transferring the call.

Taking Messages

• Accuracy: Record the caller's name, contact information, and the purpose of their call accurately.
• Clarity: Write messages clearly and legibly.
• Timeliness: Deliver messages to the intended recipient promptly.

Internal Communication

• Courtesy: Maintain the same professional and courteous tone with colleagues as with external callers.
• Clarity: Clearly state your purpose and provide all necessary information.
• Conciseness: Be mindful of your colleagues' time; keep conversations focused and efficient.

Note:

• Positive Tone: Maintain a positive and helpful attitude at all times.
• Professionalism: Represent the hotel professionally in all phone interactions.
• Guest Satisfaction: Strive to provide excellent customer service and leave a positive impression.