STEPS TRAINING QUESTIONS
1)Answer the telephone What should you do if you are on
within 3 rings. the other line?
How should you answer the
phone?
2)Greet the guest by name
with a smile.
How do you find out the guest
name?
How do you answer the
telephone if it is internal?
3)Listen to the request of
the person calling.
Why must you write down the
4)Write the request down
request as the person is speaking? memory. Write everything
in the daily message log
book.
What important information
should be noted with each call?
STANDARDS
If you are already on the
telephone, answer it and then
put the guest on hold.
Apologize when you return to
the line.
“Housekeeping, how may I
help you this morning /
afternoon / evening, Mr. /ms
XXXX?”
The guest name is on the
telephone screen when he/she
call from the room.
“Housekeeping, good
morning / afternoon / evening,
how may I help you.”
Do not trust your
down, especially the room
number if it is for a guest
request.
Write down the time the
person called, the
extension/room number, the
request, who asked for the
request, who received the
request, who the request was
passed to, and the time the
request was passed on.