TELEPHONE PROCEDURES To insure consistency and proper telephone etiquette the following telephone standards have been developed.
Answer Promptly:
The phone should be answer within three rings if possible.
Wide awake greeting sets the tone for any conversation and shows you are ready to help. Be a good listener.
Be ALERT & CHEERFUL:
"Good Morning, Afternoon, Evening. (Location, Area) i.e. “Canyon Lounge". This is (your name), how may I help you?"
How to Answer the Phone:
Be sure to excuse yourself from the conversation. Do not pick up the receiver until you are finished speaking with the member- the first word a caller hears should not be the last of your conversation. Members are not to be put on hold for more than 30 seconds.
Talking to a Member When the Phone Rings:
Ask the party to hold for a moment: "Could you hold for a moment, please?" When returning to the first call, thank that person for holding.
Phone is Ringing While You're on the Other Line:
Inform the member that you will get that person and put them on hold. Take-out orders should be taken by staff that been trained on how to take the order. If you do not know this information, please put the member on hold and get the host or manager on duty.
Large Reservations Should be Handled by the Host or the Manager on Duty (MOD):
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