SE RVICE FLOW

QUICKSTART PHONE ANSWERING GUIDE

Incoming internal guest call

- Guest at the front desk is always priority.

Answer calls from the guest room In case you are helping the guests at the front
Prioritize incoming emergency calls if the system
desk, answer the call within 3 rings and offer
allows. Follow the Safety & Security procedure within 3 rings guest a call back, which will be placed within 5
in case of emergency and explain to the guest at
minutes. Do not put guests on hold for more
the front desk if there is any.
than 30 seconds.

Answer the phone with gracious and friendly

tone of voice. Be prepared with a pen and
Use the opening sentence based on paper to take note or keep hotel operations
the time of day & communication software (e.g., Hotelkit)
open to insert the guest request directly in
the System where applicable.

Listen to the guest’s request carefully and take

note the below information:
- Requested item(s)
- Room Nr (if not visible) and the time

Recap requested items and mention an

estimated delivery time to the room or to solve
the reported issue by the guest

Use the closing sentence based on Ask the guest if there is anything else you can
the time of day help them with and wish them a good day

- In order to ensure guest privacy and security, callers

must not be given a guest’s room number, name or any
other personal information of any kind.
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EVERY MOMENT MATTERS

Please follow the below tone of voice and behavior guidelines to ensure a memorably different guest experience.

Opening sentence

MORNING AFTERNOON EVENING

“Good morning Mr./ Ms. [name].This is [team “Good afternoon Mr./ Ms. [name].This is [team “Good evening Mr./ Ms. [name].This is [team
member’s name]. How may I help you?” (if the member’s name]. How may I help you?” (if the member’s name]. How may I help you?” (if the
guest’s name is visible) guest’s name is visible) guest’s name is visible)
“Good morning, thank you for calling reception, “Good afternoon, thank you for calling “Good evening, thank you for calling reception,
This is [team member’s name]. How may I help reception,This is [team member’s name]. How This is [team member’s name]. How may I help
you?” (if the guest’s name is not visible) may I help you?” (if the guest’s name is not visible) you?” (if the guest’s name is not visible)

Closing sentence

MORNING AFTERNOON EVENING

Is there anything else I can do for you? Is there anything else I can do for you? Is there anything else I can do for you?
Have a wonderful day Have a great afternoon Have a delightful evening

Positive words to use Negative words NOT to use Positive behaviours

Absolutely We can’t help with that Genuine warmth

Natural empathy
We are happy to do that for you I’m not sure we can do anything to
sort this Thoughtful touches

Down to earth and informed

We’d be delighted to help That’s not our problem
Straightforward

Thank you for your feedback I don’t like your attitude Yes I Can!

- During the call back, using guest name is mandatory for opening sentence.
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FULL ROOM SERVICE

Estimated order collection/delivery time must not be more than 30 minutes.

Please follow the “Quickstart phone

Guest calls the restaurant/reception for
answering guide’’ when answering the
ordering.Team member to answer the call phone

“It is definitely possible to get you a Virgin Mary!’’

“The satay is a personal favorite. As you are
allergic to peanuts might I suggest a teriyaki
dipping sauce instead of the traditional peanut Take the order - upsell bundles,
sauce?’’ “Any food allergies or dietary preferences make suggestions and ask for dietary
you’d like to highlight?” “Would you like to have
a Warm Crab and Artichoke Dip to start?” “Can requirements/allergens
we tempt you with a slice of our signature vegan
chocolate cake for dessert? It is perfect to share!”

“To repeat your order, you would like one

Warm crab & artichoke dip to start followed
Repeat the final order back to the by satay with teriyaki sauce, a kids portion of
guest and confirm room number Mac and Cheese, two virgin Mary’s and one
vegan chocolate cake to share.Would that be
all for now?”

“If there is anything else please do not hesitate

to call us.Your order will be delivered to your State the estimated delivery time
room 513 within 30 minutes.”

Deliver the order to the room - knock, “Room service. May I come in?” “Hello Mr./
announce the department, ask guest “May Ms. [name], where would you like me to place
your order?”
I come in?” and use guest’s last name

“Should I set the table up for you?” “In that case I Place the tray in the room/set the table, offer
will leave the food covered so it stays hot.” “Enjoy
your meal!” “When you would like the table/ to open and serve all beverages, confirm tray
tray to be removed please give us a call at [Dial
number] as mentioned on the card here.” “Enjoy
removal process, present the bill and wish
your dinner and have a good evening.” them a good meal

Record the room number delivered, into a clearing list,

to allow pick-up if guest does not communicate that the
meal is finished. Pass by to check before the end of shift
to collect tray if it is left outside of the room.
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WAKE-UP CALLS
If wake-up calls are not automated, please follow the below script.

If the guest does not answer the

call, it should be placed again 10
Wake-up call request Giving a wake-up call minutes later. If still no answer, a
team member should be sent to
the room to check on the guest

Please follow the “Quickstart phone ‘’Good morning/ Good

Use the opening sentence based Afternoon/ Good Evening Mr./Ms.
on the time of day
answering guide’’ when answering the Deliver the wake-up call within 3 minutes [name].This is your wake-up call. It
phone of the requested time in a calm, clear voice is currently [time].’’

Record wake-up call requests promptly

Offer a follow-up wake-up call within
with the guest name, room number and
10 minutes of the prior wake-up call
time of the desired call

Repeat the wake-up call time back to If it is a morning call, remind guest
the guest to ensure accuracy about breakfast opening hours

Optional: Offer guests requesting a

wake-up call the additional option of Use the closing sentence based on
Wish the guest a good stay the time of day
placing a room service breakfast order
(if applicable).

Use the closing sentence based on

the time of day
Wish the guest a good stay