1.

Guest Experience Strategy

OVERVIEW

Why we do it?
At Four Seasons we believe in recognizing a familiar face, welcoming a new
one and treating everyone we meet the way we would want to be treated
ourselves. We believe our purpose is to create impressions that will stay with
you for a lifetime. It comes from our belief that life is richer when we truly
connect to the people and the world around us.

How we do it?
1. Start With The Heart
• Caring and Compassionate
• Aware and Present
• Recognize Confidently

“Mr. Carter, since your mother will be joining you, would you prefer a room
closer to the elevator for a shorter travel distance?”

“Mrs. Brooks, we can certainly arrange a wake-up call for you tomorrow at
6:00am for your early flight. May I assist with printing your boarding pass?
We will have it delivered to your room.”

2. Master your Craft

• Constantly Learning
• Deliver with Passion
• Brave Problem Solver

“Since you plan on driving to the hotel on your own, I would recommend
taking highway 5. This way you and your mother can enjoy the beautiful
scenic views.”

“Good morning Mrs. Brooks, I hope you had a restful sleep. This is your
wake-up call that you have requested. Would you care for a follow up call in
another 5 minutes?”

3. Be You

• Genuinely Myself
• Honest and Reliable
• Committed Team Player

“Our in-house Pastry Chef Sharon won the Pastry of the Year Award last
year. If you are interested in any custom cakes for the celebration, I would
be glad to arrange it for you, Mr. Carter.”
 “If you would like something to eat in the morning, we do have wonderful
menu items available on our 15-minute express menu.”

What we do it?
BENCHMARK STANDARDS
Benchmark standards are minimum expectations of service in the luxury
industry. They include service standards, aligned with LQA, and product
standards.
STEPS OF SERVICE
Steps of Service detail the order in which service is delivered. These steps
may be customized based on guest or local needs.
CORE INFORMATION
Core information is the additional information needed to complete day-to-day
work. These may be customized based on property or employee needs. The
first 30 days should focus on the employee’s role and responsibilities, the
first 60 days on their department and the first 90 days on their property.
HOW-TOS
A How-To describes how each step in the Steps of Service is performed.
This tool supplements the applicable Standards Training Manual (STM) and
should be used for on-the-job service training.

TELEPHONE ETIQUETTE

Maintain a smile in your voice at all times and handle all calls in an efficient, yet unhurried manner.
Your listening responses are very important. These show you have an interest in what our caller is
saying and encourage a positive attitude on his part. An occasional yes or I see while the caller gives
his information are indications of attentiveness and makes the caller feel you care.

Always try to take notes. When a customer gives his name and room number, write it down. When
taking messages, make certain all the details are clear. If you feel you may have missed something,
ask to have it repeated. Always read the information back to the caller. In the case of cryptic
messages, use quotation marks, to ensure our guest that the message is exactly as it was given to
us.

Most of all, use feeling in your voice. Nothing projects a poorer image than a monotone voice.
Remember to maintain proper "pressure responses". Although you may be busy, this should never
be evident, by an abrupt response or your speed of talking. Speak distinctly and enunciate your
words.

The following are Four Seasons standards when answering calls. Once again, your personal touch
should add a positive flavor to your conversations, using your tone of voice and warm attitude.

GENERAL
a) Answer calls before the 4th ring.
b) Ensure the greeting you use is appropriate for the time of day and for whether the call is internal or
external. International hotels may elect to use a native greeting on the phone. Always sound calm
and organized, giving the caller an unhurried impression.
c) Always use the guests and callers name once known.
d) Always thank the caller on completion of the call.
e) Remember to use please and thank you as often as possible.
f) Terms such as have a nice day should be avoided. They have become tired and cliche, hence
coming across as rather insincere.
g) Slang such as "OK, yah and bye-bye" should not be used. More polite terms such as yes,
certainly, and goodbye should be used whenever speaking to a caller. Use your discretion in
accordance with the guest’s attitude towards you. As time passes, you will find that these terms will
be a natural part of your hospitality towards our guests.
h) Never hang up before the caller.
i) Do not place calls on hold longer than 30 seconds; or, in the case of longer holds, call-backs
offered, then provided in less than three minutes

j) In countries where it is impolite to use the surname (family name), the hotel should follow local
cultural norms and address guests accordingly.

k) Guests with titles should be addressed as per international etiquette.

l) Callers to unanswered administrative lines should be offered the option of paging, leaving a
message or voicemail (before the fourth ring).

BASIC TERMINOLOGY

a) When answering outside calls: "Good morning/good afternoon/good evening, Four Seasons Hotel
(or property name)". International hotels may elect to use a native greeting on the phone.
b) When answering in-house calls: "Good morning/good afternoon/good evening, (department
name), this is (employee name)."
c) Guests calling into the hotel switchboard asking to be connected to another guest or someone
within the hotel administration should be put through with a simple, "Thank you," and the call directly
connected without any further conversation or repetition of what the guest just said.
d) Third parties calling into the hotel asking to be put through to a specific guest room number must
be asked for the registered guest name before the call can be connected.
e) When responding to a busy extension: "I am sorry, Mr. Smith’s line is busy. Would you care to
hold, leave a message or use the Voice Mail?"

TELEPHONE DEPARTMENT OPERATIONS

Answering Telephone
Answer the telephone before the fourth ring; don’t place guests on hold for longer than 30 seconds; if
longer, offer a call-back within three minutes. On the telephone sound calm and organized, giving the
guest an unhurried impression.

Telephone Etiquette
1. Answer the telephone within 3 rings or 10 seconds.
2. Ask guest permission before placing guest on hold.
 3. Do not place guests on hold for more than 30 seconds or offer a call back option.
4. When you return to the line, thank the guest for holding.
5. If you are on a call and a second guest calls in, ask for permission to place the caller on hold.
Offer the second guest a call back option and return to the first caller.
6. Avoid background noises.

Why It Is Important
Greeting the caller is the first step to any interaction.

Guest name must be used if calls received on phone with display screen function and when opera,
golden and other systems are available.

• For external calls, use:

o GREETING + FOUR SEASONS HOTEL
“Ahlan wa Sahlan Four Seasons Resort at The Pearl. How may I assist you?” (Then calls will be
transferred to the requested extension).

• For internal calls (guest and colleagues), use:

o GREETING + DEPARTMENT + THIS IS….
o Use the guest’s name throughout the interaction as shown in the telephone display.
(Greeting of the day) “Good morning, afternoon & evening (Department name) this is (Employee name).
How may I assist you (guest’s name)?”

• Calls on Hold
“(Guest name), would you mind if I put you on hold for a while so I may check this for you?”

Caller Identification
Whenever possible, properties should have the ability to see the number of an incoming call from the
PBX consoles and all internal telephones (this feature is in addition to the ability to view in-house guest
names/room numbers from internal extensions).

The ability to view the telephone number of an outside caller can be beneficial in a number of different
scenarios. For example, in the case where a call back is necessary, employees have the ability to take
the number down without asking the caller. Viewing the area code of the caller can also provide
opportunities for more intuitive service. In addition, in the event of a suspicious or threatening call (i.e.,
bomb threat) it may be useful to record the telephone number.

All properties should work with their local telephone company vendor to see if this feature is available.

Identify Caller’s Request

Why It Is Important
Listen actively so that you can understand the request and meet the guest’s needs.

• Patiently listen to the caller’s request, even if the request sounds familiar.
• Always have paper and a pencil near you to write information down (or note’s page open on
the computer). This will assist you with lengthy requests or specific information the guest
provides.
• It is impolite to ask the guest to repeat him or herself because you were not able to remember
the information.
• Never interrupt or redirect a call while the guest is speaking.
• Use an occasional “yes” or “I see” along with clarifying questions to indicate that you are
listening and have a sincere interest in what the guest is saying.
“I see”

“Yes”

“To clarify that I have this correct... [repeat the information back to the caller]."

Transferring Telephone
a) Ascertain the guest’s name from the caller prior to connecting, do not connect without checking
that the name is correct. Clarify first and last name (surname), automatically and if there is more than
one guest with the same name, verify the company, the city or country of origin of the guest, before
transferring the call to the unit. If the caller is not able to provide the first name of the guest, the operator
should ask for the first name initial and/or verify the company, city or country of origin of the guest before
transferring the call to the unit. Do not connect calls to guest units without the caller knowing the name
of the guest, never provide the caller with guest’s name.

If a caller should just mention a surname and request for the call to be transferred to the guestroom
(e.g.: the Jones' room), we should always ask for a full name before automatically putting the call
through or at least an initial of the registered guest name and surname, as well as verifying one of the
following such as company, city or country of origin, of the registered guest, before transferring the call.

Should a caller mention a surname and "claims" to be the registered guest or even a family member,
and claims to have forgotten the room number (eg : the Jones' room and claims to be Mrs. Jones), we
should still request for the first name of the registered guest plus verifying one of the following details
such as : date of arrival and date of check-out, method of payment, home or company address, etc. (
any details that we can cross-check with the information we have on file) to ensure we know the caller
is, before transferring the call to the guest room. We will, however, still not give out the room number
over the phone but will only place the call through for security reasons.

Any caller demanding a room number to be given over the phone (even after verifying the information
we have on file to be correct) should be advised that the caller will need to present himself or herself to
the Front office where can ask for a govt photo ID and verify any other necessary details to match what
we have on record before we will provide the person with the room number. It can only be given to the
registered names of the guest room and no one else (not even a spouse or family member if we do not
have their names on the registration)

Any caller being "upset" or irate by the questions we asked, must be informed we are doing this in order
to protect the privacy and security of our guests.

b) In Residential scenarios, properties may elect to use the opera function "locator" to keep track of
which family member is staying in which bedroom of the residence. This will make it easier to connect
the caller directly to the individual.

c) Callers requesting guest unit extensions between midnight and 7:00AM will be advised of the local
time and offered the option of leaving a message or putting the call through.

d) Unanswered guest unit phones will be picked up within five rings or 20 seconds. Guests will be
offered the option of voice mail OR they will have a clear option to return to the operator.

e) Never provide the caller with the guest’s unit number.

f) Before transferring a call say "Thank you."

g) For calls transferred to a department extension, it should not be allowed to ring more than three
times; take a message, redirect or offer voice mail, if applicable.

h) Be aware of the potential for telephone fraud and report any suspicious activity to a supervisor

Why It Is Important
Follow the correct procedure in order to fulfill the caller’s request and respect the guest’s privacy.
 • Depending on the request of the caller, provide an appropriate response based on the
information they provided.
• For incoming calls to a guest in the hotel, verify in-house guest name and room number in the
system before transferring. Do not assume the caller who gives you a guest name and room
number have the correct information.
• A caller can only be connected to a guest room if they know the name of the guest. If
the caller only provides a room number, do not connect the call, ask for the guest's name.
• Never provide a caller with the name and/or room number of a guest. Four Seasons prides
itself with the ability to keep all in-house guest information private and confidential.
• If you are unable to locate the guest's name within the system, kindly ask the caller to spell the
surname for you.
• If there is more than one guest in the hotel with the same name, verify the company or
city/country of origin from the caller.
• Privately Registered Guests (PR) transferring procedure: If a guest chooses to be privately
registered, no calls are to be transferred to the guest room despite the caller providing the
needed information.

“I will connect you to Mr. King’s apartment.”

“May I ask you to spell the last name for me please?”

"Would you please provide the apartment number?"

"Due to guest's privacy reasons, I am not able to disclose the apartment number or full name"

"May I kindly know the country of origin of (guest's name)?

Transferring Calls to Units with Multiple Rooms

Specialty suites and Residence Club/Private Residence units may have multiple bedrooms. Any
messages or telephone calls should be directed to the extension of the master bedroom unless noted
otherwise or unless the operator knows specifically where to put the call through.
Example: if a suite is registered under Mr. Smith and Mr. Jones is staying in the guest studio; if a call
comes through for Mr. Jones, the call should be put through to Mr. Jones in the guest studio. Similarly,
if the call is for Mr. Smith, we should put the call through to the suite extension which would ring in the
parlor and not disturb Mr. Jones.
Additionally, it is very important that we only ring the specifically requested room for a wake-up call and
not for an extension that was not requested. There may be three occupied rooms within one unit and
only one extension may require a wake-up call; it is important that the call only goes to the appropriate
extension.

Calls On Hold
a) When placing a caller on hold, ask permission and wait for a response.
b) No hold longer than 30 seconds. If longer than 30 seconds, offer to return a call.

Calls on Hold:

“(Guest name), would you mind if I put you on hold for a while so I may check this for you?”

If The Call Returns or Line Is Busy

a) Offer an alternative line.
b) Offer Voice Mail, if applicable, or take a message.
c) Ask if the caller would like to hold.

Why It Is Important

If the person they are trying to reach is not available, it is important that the caller is given alternative
options.
• Guests will be offered the option of voicemail; they will not automatically be routed to voicemail
OR they will have a clear option to return to the operator.
• When a call returns to the operator, you will need to acknowledge where the call is coming from
and provide appropriate options such as a voicemail or message.
• If the caller selects voicemail;
o Check guest name and room number to transfer the call.
o Transfer to voicemail according to switch board procedures.
o Ensure the caller is connected to voicemail before disconnecting.
• If the caller selects to leave a written message: place it as a typed message to Opera which
will trigger a blinking light on the guest room phone. Guests can call the operator who can read
the message displayed in Opera.

“It appears Mr. Davis is not available at this time. May I connect you to his voicemail or would you like
to leave a message?”

"I apologize however the line is busy right now (guest or employee is not available right now). Would
you like to hold?"

Bid The Caller Farewell

Why It Is Important

It is the expected and polite way to conclude your interaction with the caller.
• When completing the call, thank the caller and if appropriate, use a confirming phrase based
on their request.
• Prior to completing the incoming call, inquire if you can provide any other assistance to the
guest.
• End the call with a farewell message using the guest’s name.
 • Ensure when completing a second option for the caller, the connection is completed based on
the above procedure.

“Ms. Carter, is there anything else I can help you with?”

“Mr. Davis, we will make sure Mr. Jones receives your message. Thank you for calling.”

“Have a good morning / afternoon / evening Ms. Carter”:

Guest Request Log/Information Board

Each Operator should review the Guest Request Log and Information Board on the commencement of
their shift. Advise the Concierge and Front Desk of any pertinent information.
Four of the most common guest requests to PBX are:

a) Hold all calls until a set time, or until the guest calls down for messages and to release lines.
b) Screen/announce calls prior to connection.
c) Expecting a call or visitor and guest is not in room, but is at another location in the hotel, restaurant,
lounge, another guest’s room, etc.
d) A private registered guest who wishes to remain completely anonymous or may use an assumed
name for privacy. Under no circumstances should you acknowledge the stay of a privately registered
guest.
e) These, and any other requests, will be noted on a Guest Request Log form and/or the departmental
Information Board. It is every Operators responsibility to be aware of such requests and update
accordingly.

DND Available
a) Confirm ending time with the guest.
b) Ask whether there are any exceptions.
c) Automatically offer DND for wake-up calls between 8:00 AM and 8:00 PM; remind the caller about
the DND card and offer an outgoing message.

Do Not Disturb

No calls should be able to be connected to the unit through the switchboard or unit to unit.
Automatically offer DND with all wake up requests between 8:00 AM and 8:00 PM; remind the
owner/guest about the DND card and offer an outgoing message.
• Confirm ending time with the guest or ask a guest to call PBX when they want the DND
removed.
• Ask if there are any exceptions to the DND.
• Log the request in the DND logbook and make a note on the information board.

Screening
a) Readily available.
b) Write all screening requests on the information board.
c) Screen calls, if the caller is unsure of the name
d) Never screen any calls for management.

Screen/Announce
All callers will be asked to identify themselves, then the Operator will contact the guest, giving them an
option to accept or deny the call.
• The dialogue should be as follows: "Good evening Mr. Smith, this is the hotel Operator. I
have Mr. Jones on the line, would you like to accept the call?"
 • If the call is not accepted, the Operator should offer to take a message.
• Write all screening requests on the information board.

Call Forwarding
a) Available upon guest request.
b) Guest locator service will be available and effective.

Private Registry
Do not acknowledge the stay of a privately registered guest.

A privately registered (PR) guest is someone who is staying at a property under their legal name but
has asked to ensure that no one knows they are staying at the property.
Private Registry - a guest is registered with the request that they are not identified as a guest. They
should be registered in such a way that they are not listed in an inquiry through the PMS. Under no
circumstances should any information about this guest be volunteered.

A private registered guest who wishes to remain completely anonymous, under no circumstances
should you acknowledge the stay of a privately registered guest.

A guest profile is created in such a way that departments will not find the name in Opera using a
standard name search. At no time should any employee confirm that the guest is staying at the property.
Additionally, no phone calls should be connected to the guest room and no deliveries should be received
at the hotel for the guest.

Non-disclosure Of Guest Room Numbers

It is the policy of Four Seasons Hotels and Resorts not to divulge room numbers to those requesting
this information.
Instead, the Front Desk personnel should direct the inquiring guest to the house phone where the
operator should connect him or her with the room. Alternatively, the Receptionist may offer to call the
room and connect the person inquiring.
Caution should be taken when registering a guest not to announce the room number aloud.
Telephone Operators may not provide a caller with the room number of a guest, even when the call
originates from within the hotel (either from another guest room number or any house phone). When a
caller asks to be connected to a room number, the Operator should ask for the name of the guest they
are calling before putting the call through.

Incoming Calls

When Operators receive a call and the caller specifically asks for a member of management by name,
the Operator should automatically transfer the call to the office extension and if it returns to the
switchboard, the Operator should offer to connect to the business cell phone of the employee or offer
to take a message. By offering to transfer calls to the business cell phone, it will help to reduce call
backs, avoid "telephone tag" and may also avoid long distance call costs. Most importantly, we serve
the guests instantly. If the caller simply asks for a department without referencing a specific name, the
Operator should then put the call to the office extension only or offer to take message for someone to
call back the guest, unless it is of an urgent nature and at which time, the Operator will find an alternative
manager to assist the caller. Operators should not screen calls or ask for specific details for the nature
of the call.

Note: Managers with business cell phones can elect to turn off their phone when they are in a meeting
or with clients, in which case the caller will have to leave a voice message so the manager can return
the call.
Complimentary Local Call Access/ Lobby

Four Seasons hotels and resorts will have at least one phone or multiple phones in a convenient location
within the main lobby area where a guest may make a complimentary local call without having to use a
pay telephone. Such a phone set does not have direct dial access to a guestroom without being
intercepted by the Operator for security reasons.

Guest Difficulty in Reaching a Telephone Number

Any time a guest is having difficulty in reaching a number, the Operator should offer to assist the guest.
When you dial a number for a guest in the hotel, the charge will automatically be processed to his or
her account.

HANDLING PHONE SYSTEM FAILURE – LOCAL POLICY – CHECK WITH IT

a) In the event of the failure of the phone system, there must be at least one independent phone that
will operate in the event of an emergency.

b) Your phone vendor must be notified immediately of any phone system trouble day or night. Follow
up with a phone call to the PBX manager and the Assistant Manager.

c) Make sure your phone vendor’s telephone number is available 24 hours a day.

d) If the system only partially fails, you may be able to dial out while guests may not be able to. In this
event, please offer to connect guests to their requested numbers. Long-distance calls will require you
to ask the outside operator to call back with time and charges.

GUEST ROOM TELEPHONE FAILURE – LOCAL POLICY – CHECK WITH IT

Whenever a telephone problem is reported to the PBX department, it should be noted in the trouble
log. The following information should be noted:

a) The room number and specific telephone in the room.

b) The name of the person reporting the problem.

c) Your name.

d) A brief description of the problem.

e) The hotel must maintain an inventory of working spare phone sets for replacement use. In the
event it is still not working, the guest should be offered a room change (after consulting with the Front
Office Manager). The local telephone technician should be called to have it repaired as soon as
possible.

f) The PBX Manager, or Assistant Manager on duty, should be notified as soon as possible. In turn
this information should be given to the telephone technician as soon as possible for repair.

g) In the case of a major failure, the following people should be notified as soon as possible, in this
order:

- the telephone service provider (not the local telephone company)

- the telephone technician

- the PBX Manager

- Security person on duty

- the Assistant Manager on duty

- the General Manager/Resident Manager/Hotel Manager.

h) A direct dial telephone, completely unrelated to the primary switch, should be maintained in the
PBX office for this purpose.

See also Telephone System Failure in the Security Policies and Procedures Database: HERE

Emergency Messages
Make absolutely sure the message is correct. Contact the Assistant Manager or Manager on duty
immediately so that he or she can personally deliver the message to the guest.
The Assistant Manager or Manager on duty will be responsible for locating the guest in the fastest
possible manner in the event the guest is not in the unit.

Disabled Guest List

The Telephone Department will maintain a list of disabled guests on a daily basis. In case of an
emergency, this list will be used to provide special assistance to those guests.

Taking Messages

All personnel taking messages will obtain the following information:

• Obtain correct spelling of calling party, first and last name.
• The correct spelling of the first and last name of the recipient.
• The message verbatim as dictated by the caller.
• The caller's telephone number.
• The date and time of the call.

Because the Property Management System is not able to be activated for an electronic message for a
non-registered guest, messages will need to be handwritten.
• Handwritten messages should be sealed in an addressed envelope.
• Copy of the handwritten message shall be kept on file for 48 hours.
• Messages for guests due to arrive must be printed out and given to the Front Desk Receptionist,
which would then be attached to the registration card.
Deliveries And Messages

Messages - Hotel Generated

For any guest requests that require confirmation, all hotel employees are encouraged to inform guests
that voice mail, e-mail or SMS confirmations will be provided (versus a hard copy message delivery).
The hotel will maintain a back-up for all voice mail confirmations being given to guests either in the
Property Management System or through their own record keeping.

Messages - Taken over the phone or in person

Will be printed and delivered to the guestroom within thirty minutes and the message light in the room
will be turned on within three minutes.

All printed messages between 10 PM and 8 AM for city hotels or 9 PM and 9 AM for resorts (times may
vary by location) will not be delivered to the guestroom. The message will be held and the message
light turned on in the guestroom. However, if messages can be slid under the guestroom door, the Bell
Attendant should do so to avoid disturbing the guest between these hours. Properties may elect to
modify the time of message delivery, depending on their clientele.

Voice Mail

For the hotels that have Voice Mail features in their telephone system, the following procedures must
be observed:

1. Administrative Use of Voice Mail

a) Calls must be answered by a human voice for all administrative departments between the hours of
8:00 a.m. until 6:00 p.m. Sunday through Thursday, and 9:00 a.m. until 5:00 p.m., Saturday. During off
hours all calls may be forwarded directly into Voice Mail. In this case, the Voice Mail greeting must
include an option to be transferred to the hotel Operator both before and after the message is given.

b) Exceptions: certain back of the house departments may forward their calls directly to Voice Mail at
all times of the day only when there is no staff member in the office to answer the phone. Otherwise,
the phone should be answered according to the above standards.

c) Under no circumstances are guest contact departments to have immediate Voice Mail programmed
into their phones. Human voices must answer them 24 hours a day.

d) If an outlet is closed, please forward all calls to the hotel Operator.

2. Guest Room Voice Mail

a) Upon guest check in, the guestroom telephone voice mail should be activated and ready to be used
without recorded introduction, informing guests how to use the system. Guests must have immediate
accessibility to the voice mail system. If specific instructions and information are required, have this as
part of the telephone written instructions close to the telephone or in the guest service directory.

Most guests today are quite familiar with the functions of voice mail systems, and we should
remove unnecessary introductions to the voice mail system.

b) Voice mail must also have the ability to retrieve and play back messages easily.

c) If a guest phone is unanswered, the caller must be given an option of leaving a voice mail message
or have an option to return to the hotel operator. This instruction can be a recorded message.

d) Not all guests will want to have their messages taken in the voice mail system and may require a
written backup copy of their messages.

e) Hotels which have recorded voice mail instructions in numerous languages should offer this service
to foreign guests.

3. Guests Retrieving Voice Mail from Outside the Hotel

a) All hotels’ voice mail systems must have the capability for a guest to change their own password
during their stay so that only the guest himself can have personal access to the voice mail.

b) When guests are calling in to the hotel from the outside and request to be connect to their voice
mail in the room, the operator is to verify full name, room number and departure date as a security
measure before putting the call through to the guest voice mail.

Telephone Fraud

All properties are subject to and open to telephone scams and fraud from time to time. Each property
must take vigilant care and precautions to ensure that such illegal activities by unscrupulous people do
not take place in our properties.

To avoid being exposed to toll fraud telephone charges, the following scenario should be brought to the
attention of new employees during training when they are being taught how to use the phone. In
addition, all employees should be made aware of this situation in order to avoid fraudulent incidents:

1. A caller asks for a department.

2. When connected to anyone in that department they say they are with the telephone company (e.g.
AT&T) and ask the employee to connect them to extension 900 which does not exist. In North America,
9 gets you an outside line, 0 operator service and 0 again a live operator. This works outside North
America also; they just change the extension to match whatever is necessary to reach an outside line.
The caller now has access to an outside line and can place calls.

3. The person then asks the operator to place calls to wherever they like and charge it back to the
calling number, which is the Four Seasons Property.

4. If the employee declines to transfer the call or does not know how to transfer they hang up and call
back asking for another department.
There is no valid reason at all why a legitimate telephone company employee needs to do this. Under
no circumstances should anyone ever transfer an incoming call for someone they do not know
to an outside line no matter who they say they are.

What to do: The procedure that should be used is as follows:

1. When an employee gets such a call, try to get a name and then offer to pass the call to the PBX/PABX
manager, systems manager or duty manager. In all cases the person will hang up.

2. At all times remain polite and if they become abusive, hang up

3. At the end of the call the employee should report this immediately to their supervisor who should
contact the telephone company toll fraud department. Provide as much information as you can and let
the phone company deal with it.

Other items to watch for/change:

Operators should report to their supervisor if they become aware of the same person calling back
frequently to speak to different departments. This could be someone attempting fraud.

Be aware of fraud opportunities with trunk to trunk calling. Trunk to trunk dialing is the capability to
accept an incoming call and transfer or conference the call to an external telephone number and then
get out of the conversation by hanging up. When this happens, the two parties (incoming and outgoing)
are still speaking and calling costs could be incurred. Trunk to trunk calling should only be used for
transferring to callers to known local numbers (ie: management cell phone numbers, local vendors, etc.)

All operating departments should be cautious when requested to fax photocopies of Four Seasons
documentation. When in doubt about requests from outside parties, speak to a manager for their
opinion/approval.

Any telephone engineer/repairman requesting access to the telephone equipment room, or any area of
the property should be verified with the telephone company they claim to be from by using the contact
number on file (not the number provided by the engineer/repairman). Further, for added security, we
will make a copy of the identification of the repair person.

External calls transferred between Departments

Fraud can occur when “transfer and announce” procedures are not followed. Our standard is to identify
ourselves by name when we answer the phone. If we don’t announce the call when we transfer, we
open ourselves up to the following scenario:

You answer the phone and identify yourself. The external caller makes note of your name and then tells
you they meant to ask for another department. You transfer the call, but do not stay on the line to
announce the transfer. The department receiving the call answers. You are no longer on the line and
the external caller identifies themselves to the answering department as “YOU”. “YOU” then makes a
comment about the computer being slow or not working and asks the employee to verify the room
number for “Mr. Smith” and asks to be transferred to Mr. Smith’s room. When Mr. Smith answers, “YOU”
claims to be an employee of the hotel who is needing to verify the credit card information provided by
the guest on arrival. Mr. Smith has no reason not to believe “YOU” is who they say they are and provides
the information to the fraudulent caller.

There are 5 suggested precautions to eliminate this potential risk:

1) Always stay on the line to verbally announce a transferred call. For proper protocol on transferring
calls, see notes below**

2) Test your telephone system a minimum of once every six months to ensure that the caller display
carries over the information which shows that the call is coming from an external number – even when
calls are transferred from department to department within the hotel.

3) Ensure all employees are trained to monitor and consider the call display information when answering
telephone calls.
4) Test your Voice Mail system a minimum of once every six months to ensure that callers cannot direct-
dial extensions by entering a telephone prompt during the process of leaving a message. Currently,
most voicemail systems will allow a guest to press “0” to return to the Hotel Operator, which is fine.
They should not be able to select “hot keys” that allow them to enter other telephone extensions and/or
re-route the call.

5) Once a Scam call is identified and the caller hangs up, a Scam alert email is to be sent by the
receiving department manager that received the scam call, to Director of Finance and Director of
Security, copying the General Manager. At the discretion of the Planning Committee the information will
be shared within the region for precautionary purposes among the sister properties.

Proper Transfer Protocol

• If transferring a call internally, the call should be announced (i.e. the Concierge should stay on
the line and let Room Service know that they are transferring an outside caller.
• Any call from someone claiming to be from Micros, Opera, Delphi or any other system
should be transferred to IT Staff. If the call happens during the evening, then offer to take a
message. Do not transfer the call to an operating department.
• Calls from someone claiming to be from Accounting or other departments in the hotel
should be verified before releasing any information. The employee should ask the caller if they
can call them back at the published extension for the employee. If the caller is very persistent
then the employee needs to get a Manager involved and no guest information is released to
the caller.
• Calls from someone claiming to be an employee from Corporate Office should follow the
same protocol as someone claiming to be an employee at the hotel with the exception of asking
for the Corporate employees name and telephone number. Once this information is obtained
the employee should look up the information in our corporate directory and involve a manager.
• Make sure internal documents with guest information is not left unattended or in view of non-
employees.

Telephones In Units/Suites
• All Units
• Living room (cordless telephone / speaker telephone)
• Kitchen (cordless telephone / speaker telephone)
• Each bedroom (cordless telephone / speaker telephone)
- Study room (cordless telephone / speaker telephone)
- Maid room (cordless telephone / speaker telephone)
- Three Bedroom Apartment
- Study room (cordless telephone / speaker telephone)

Wake-up Calls
Taking A Wake-up Call Request
a) the following information should be verified when taking a wake-up call request.

- The guest’s name

- room number
- requested time of the wake-up call.

b) The information is to be confirmed with the guest through a statement such as: "Mr. Smith, we will
wake you at 6:00 a.m., in room 1501. Thank you (or good night), Mr. Smith."
c) Any wake-up calls that are received through another department, i.e., Concierge, Front Desk, must
be checked in the Property Management System (PMS) to reconfirm that name and room number
match/are accurate and then logged on your wake-up call sheet immediately. If there is a discrepancy
the guest should be contacted as soon as possible in order to reconfirm the information.
d) All Departmental wake-up call sheets are to be forwarded to Communications at the end of the PM
shift, where requests will be double-checked with the Property Management System and transferred to
a master sheet.
e) When in doubt as to any aspect of a wake-up call taken, indicate your concerns to the Operator to
avoid any surprises when the time comes to deliver the wake-up call. For example, if you receive a call
from a guest who is obviously intoxicated or take the information from a child who seems too young to
be fully responsible.
f) During the process of assisting a guest in placing a wake-up call, offer the guest the option of a
second wake-up call. Make a notation of the time requested by the guest and the time a second wake-
up call must be made to the guest.

Giving Wake-up Calls

a) When giving a wake-up call to a guest, your greeting should be as follows: "Good morning Mr. Smith,
The time is 6:00 a.m."

b) When delivering the wake-up call speak clearly and calmly; mention the time of day and guest’s
name. For departing guests, thank them for staying and offer a safe journey.

c) Ensure that the guest receives their wake-up call within two minutes of the requested time

d) *Applicable only to properties in North America, Costa Rica, Mexico and the Caribbean: these
properties will include other pertinent information such as weather.

Giving Second Wake Up Calls

When giving guests their second wake up call, your greeting should be as follows, "Good morning, Mr.
Smith. It is 6:15 a.m. and this is your reminder wake up call."

Unanswered Wake-up Calls

a) Should a guest not respond to a wake-up call, it is essential to call the room a total of three times,
each call five minutes apart.

b) After repeated failure to get a reply, the Bell Attendant and Security Department must be notified.
Note the Security Officer’s name and make a notation on the wake-up call sheet.

c) A Bell Attendant or Security Officer will be dispatched to the guest room and will knock at the guest’s
door. If there is no reply, he or she will enter the room to ensure that the guest has awakened.

d) Security will call you and relay the results of the attempt to carry out the wake-up call.

e) At all times the Operator should be kept informed as to the status of the wake-up call and guest’s
response. Any unusual occurrences must be brought to the attention of the Front Office Manager.

Wake-up Calls Between 8:00 AM And 8:00 PM

a) When a guest asks for an afternoon or evening wake- up call invite them to place the DND sign on
the door and ask if they would like to have phone calls held
 BENCHMARK STANDARDS AND STEPS OF SERVICE

General
Speak clearly, using language satisfactorily, that enables engagement in a two-way conversation with the
caller.
Engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner.
Use caller's name naturally and discreetly without overusing it.
Display a high level of confidence and accurately answer questions about other hotel facilities (or immediately
find out information required).
Offer anticipatory/intuitive service always thinking ahead to act on the guests' future needs/opportunities.
Adapt to changing situations and/or caller's needs.
Make every effort to meet the caller's requests or offer a suitable alternative.
Personalize the interaction and engage the caller as an individual.
Collaborate seamlessly to ensure organized and professional service without being intrusive or repetitive
Actively listen, avoid interrupting and give the caller undivided attention (i.e. the caller should not have to
repeat themselves).
Display self-control and empathy in challenging interactions and offer a suitable alternative/resolution.

Wake – up call: Standard - Step of Service

Standard Step of Service HOW TOS
 External calls
“Ahlan wa Sahlan Four Seasons
Resort at The Pearl.”

Answer the telephone, using

Internal calls
guest’s name
“Good morning, Hotel Operator,
this is Rouba, how may I assist
you (guest name)?”
Answer the telephone within 3 rings:
Calls on Hold
“(Guest name), would you mind if
• For external calls, use: I put you on hold for a while so I
may check this for you?”
Greeting + Four Seasons Hotel

• For internal calls (guests

and colleagues), use:

Greeting + Department + This

Is…..
Use the guest’s name through the
interaction as shown in the
1. Answer the telephone within 3 telephone display.
rings or 10 seconds with an “I see”
appropriate greeting.
“Yes”

2. Ask permission if call is to be Identify caller’s request

put on hold and ensure it does not • Patiently listen to the
exceed 30 seconds, otherwise caller’s request, even if the
offer a call back option. request sounds familiar.
• Always have paper and a
pencil near you to write
information down (or a
notebook open on the
computer). This will assist
you with lengthy requests
or specific information the
guest provides.
• It is impolite to ask the
guest to repeat him or
herself because you were
not able to remember the
information.
• Never interrupt or redirect a
call while the guest is
speaking.
• Use an occasional “yes” or
“I see” along with clarifying
questions to indicate that
you are listening and have
a sincere interest in what
the guest is saying.
 Verify wake-up call
3. Confirm caller's request by “Mr. Smith, I have you in
repeating back key details apartment 1203.”
(room/time) to ensure correct • Begin by confirming the
understanding. guest's name and room “Mr. Smith would you like this
number. wake-up call for tomorrow
• If the guest does not morning? And at what time?”
4. Offer an additional service provide it, ask them which
before finishing the call (e.g. day and at what time they “Mr. Smith, I have you in
second call, coffee in the morning would like the wake-up call. apartment 1203 and you have
or just any additional service). • Repeat all the information requested a wakeup call for
back to the guest to ensure tomorrow morning at 6:30am.”
accuracy.
 • Offer a reminder call and “Would you care for a reminder
quote a time, for example call 15 minutes after the first
fifteen minutes after initial call?”
wakeup call request.
• Reconfirm agreed upon “Thank you, Mr. Smith we will
timing of wake-up call to call, you tomorrow morning at
ensure accuracy. 6.30 am and again at 6.45 am.”

Bid the caller farewell

“Mr. Smith, is there anything else
• Prior to completing the call, I can help you with?”
inquire if you can provide
any other assistance to the "May I offer to connect you with
guest with an anticipatory our In Room Dining department
gesture. to pre-order your breakfast for
• End the call with a farewell tomorrow?“
message.
• Ensure when completing a "I see that you are checking out
second option for the caller, with us tomorrow, do you need
the connection is any transportation assistance for
completed based on the your departure?"
above procedures.
“Have a good morning /
Log the wake-up call afternoon / evening Mr. Smith”

Personalize the wake-up call (i.e.,

not recorded).

• Deliver the wake-up

message

- Use guest’s name

- Mention time of the day

“Good morning Mrs. Wong. The
time is 6:00am.”
• Since you are waking up
the guest, ensure your
voice is calm and pleasant. For departing guests:
• Deliver the wake-up call
“Good morning Mrs. Wong. The
within 2 minutes of the
Deliver the wake-up call within 2 time is 6:00am. Thank you for
requested time.
staying with us. Have a safe
minutes of the requested time, use • Use the appropriate
the appropriate greeting and journey home.”
greeting, the guest’s name
announce the time of day. and announce the time of
day.
• Be prepared to know the For the reminder call:
weather.
“Good morning Mrs. Wong. It is
• Make the call short.
6:15am and this is your reminder
• For departing guests, also
wake up call.”
thank the guest for staying
with us and add a farewell.
If the guest has not booked
a reminder call, ask them if
they would like one.
• When giving a second
wake-up call, greet the
guest using their name,
 mention the time of day
and that it is their reminder
call.
• Bid farewell and wish the
guest a nice day.

If no answer, notify Bell

Attendant/Security Department, who
will knock on door/ring doorbell.
Make a notation on the wake-up call
sheet

Bid the caller farewell

• Prior to completing the call,

inquire if you can provide
any other assistance to the
Offer a sincere farewell at the end guest with an anticipatory
gesture. “Have a good morning /
of the conversation and show
appreciation • End the call with a farewell afternoon / evening Mr. Smith”
message.
• Ensure when completing a
second option for the caller,
the connection is
completed based on the
above procedures.
Speak clearly, using language
satisfactorily, that enables
engagement in a two-way
conversation with the guest.

Use caller's name naturally and

discreetly without overusing it

Room Reservation: Standard – Step of Service – How Tos

Benchmark Standard Steps of Service HOW TOS

1. Answer the telephone within 3 “Good morning / afternoon /

Smile before you pick up the phone.
rings or 10 seconds with an evening, Reservations Office, this
Be engaged and energetic. Be
appropriate greeting. is Rouba, how can I assist you”
aware that the guest can feel your
2. Ask permission if a call is to body language and positive attitude
Calls on Hold
be put on hold and ensure it through the tone of your voice.
“(Guest name), would you mind if I
does not exceed 30 seconds,
put you on hold for a while so I
otherwise offer a call back Determine whether the caller is the
may check this for you?”
option. When returning to call, guest, travel agent, Elite, or
apologize and thank caller for Preferred Partner to proceed with
holding. “I can help you with that.”
appropriate reservation interaction.

3. Ensure background is free of “What dates are you interested

Acknowledge response with a
any noise or disturbances (i.e. in?”
makes the conversation difficult positive phrase ex: “I can help you
to hear or causes a distraction). with that”
“Let me check the availability”
 Ask for caller’s name (and guest
name if different than caller), child
age (s) (if applicable) and clarify
" May I kindly know your name,
spelling when required
please"
• Repeat the guest’s name
4. Obtain all of the guests' and back as soon as you hear
“Mr. Stewart, do you spell that S-t-
their children's names (if it. If the name is difficult,
e-w-a-r-t?”
applicable) and ages and clarify write the name phonetically
spelling where required (for until you need to ask the
families, also obtain children's "Are you travelling alone?"
guest for the spelling.
ages). • Use the caller’s name for
"May I know please second
the duration of the call.
guest's (wife, kids) name?"
• Retrieve Golden profile and
confirm contact information.

“Will this be your first time visiting

our Resort?” or “Have you stayed
with us or any other Four Seasons
before?”

“Let me be the first to welcome

you and thank you for choosing
us!”
Establish the guest’s relationship
with Four Seasons (First time or If returned guest:
return guest)
• If return guest, welcome “Welcome back I should say! And
them back to the brand / thank you for choosing FSH
5. Clarify, with caller, if guest has
hotel and thank them for Family again! Let me retrieve your
stayed before.
choosing to stay with Four profile, please:
Seasons - What city (and state) do
you live in? Could you
reconfirm your street
• If first time, welcome them
address, please?
to Four Seasons - Could you reconfirm your
email address and
telephone number,
please?
- Yes, I have your
information here. Thank
you very much.”

Establish reason for stay and “What brings you to the city?”
determine guest’s needs:
• Ask 1 open-ended question "What are you interested in doing
to uncover experiential during your stay? “
needs, wants and
expectations that set up the "What amenities are most
ability to customize the call important to you?“
• Ask a 2nd, experiential
6. Clarify the purpose of the visit
open-ended question (ask “Our Resort is located at the Pearl
(i.e. celebration, business, etc.)
additional questions to – Qatar, a fascinating man-made
uncover the guests wants, island where luxury, recreation
needs, and expectations and a thriving community coexist “
until enough information
has been gathered to “Our couple’s massage at our
present the property) signature spa is perfect for
• Referred to guest's needs celebrating your anniversary!”
for specific stay and
 incorporate throughout the (See Resort description part)
conversation.
• Uncovered the caller's
needs, wants and
expectations based on the
caller's scenario.
• Agent led and controlled
the conversation

Present the property:

• Highlight applicable
property USP’s (ex. size,
view, amenities) based on
the conversation with the
guest
• Use benefit statements and
power words \"BEFORE\"
presenting rooms OR
quoting any rates. The
agent puts the caller in the
picture.
• Customized the Resort
presentation based on the
customer\'s needs, wants
and expectations, referring
back to the guest’s
statements
• Put the caller in the picture.
• Provide a value statement
based on reason of stay.

Check for availability

• Identify two options (room
category and / or package) “One moment while I confirm
suitable to the individual availability.”
guest needs
• If the requested dates are "For your stay I would like to offer
unavailable, offer you the following options"
alternative dates /
7. Offer a minimum of two room properties “The living room in this apartment
types and two room rates based
is perfect for a small business
on the caller's needs.
Provide two options (room types and meeting.”
room rates) suitable to the individual
guest needs "As you are planning to meet with
• Offer two options (room your friends while here, the living
category and / or package) room of the apartment can be an
highlighting Features, ideal option for you to have a party
Adjectives, and Benefits or just a cozy dinner"
(FAB) most relevant to the
guest. Presented Unit-Unit (See Apartments description part)
BEFORE quoting any rates

8. Right sell' (i.e. offer rooms Communicate the room rate,

suitable to the individual guest's disclose, and explain all applicable ‘The Four Seasons Executive
needs) by offering a higher room mandatory fee(s) Suite is perfect for your family
category and/or package and • Ex. Resort fee since you will be able to put the
highlighting its benefits (e.g. • Disclose the room rate and children to bed early in the
size, view, amenities, etc.) and if each applicable mandatory bedroom and then enjoy the
the requested dates are fee (for example, a resort separate living space with your
unavailable, offer alternative fee or service charge) and wife for the rest of the evening
dates/properties tax. without disturbing the children’s
• A description of the sleep. I think this would work well
amenities or services for your stay. This room is
covered by any mandatory available at a rate of $849 per
fee must also be provided night plus taxes. May I confirm this
and must align with the for you?”
disclosure on the company
website. A mandatory fee “The Standard room offers you a
must be disclosed at the view to the surrounding streets of
same time as the room rate the historical city centre and is still
and in advance of quite spacious and located on
confirming a reservation. lower floors of the hotel.
As mentioned, the rate is Euros
Ask for Sale 280, and the décor and furnishings
• Ex. ”May I confirm that of the room equals the River View
booking for you” room. May I reserve the room for
• If you encounter resistance, you?”
ask additional open-ended
questions to find the best fit “Based on your arrival date and
for the guest and offer a length of stay, our rates range
lower room category from our City view room at $499
describing the benefits of per night to our Deluxe Four
this alternative Seasons Executive suite at $629
per night. This rate includes tax.”

“May I confirm the room for

you?”

“May I arrange the superior

room for an arrival of January
5?”

“Would you prefer the Four

Seasons Executive suite or
Deluxe room for January 5?”

” May I ask you a few more

questions about what you are
looking for, I will happily find the
best room for you.”

Reservation call should not just “With luxury that feels glamorous
be transactional and the and eclectic, these apartments
9. Use storytelling to give a
opportunity to build anticipation provide a sophisticated home
sense of place and build
anticipation prior to the stay.
with authentic storytelling adds away from home – plus all the
value for the guest and may Four Seasons services and
encourage direct booking. amenities you love”
 • Disclose the room rate and
each applicable mandatory
10. Disclose the room rate fee (for example, a resort
together with all applicable fee or service charge) and
mandatory fees/charges (for tax.
example, a resort fee or service • A description of the
charge) and taxes, and provide a “Based on your arrival date and
amenities or services
description of the amenities or length of stay, our rates range
covered by any mandatory
services covered by any from our City view room at $499
mandatory fees/charges aligned fee must also be provided
per night to our Deluxe Four
with the disclosure on the and must align with the
Seasons Executive suite at $629
company website (i.e. disclosure on the company
per night. This rate includes tax.”
mandatory fees/charges must be website. A mandatory fee
disclosed at the same time as must be disclosed at the
room rates and in advance of same time as the room rate
confirming a reservation). and in advance of
confirming a reservation.

Complete the reservation (by

inputting information into all required “Would you please provide us with
fields): your telephone number that will be
active during your trip?”
• Obtain the caller and/or
guest’s telephone and “May I please ask you for your
email address email address?”

For first-time guest, ask for all “May I please reconfirm your email
guest information required to create address and phone number Mr.
a profile, including phone number, Smith?
email address and country of
residence information.
11. Obtain the caller's telephone “May I ask for a credit card too
number. guarantee the reservation
For repeat guests, reconfirm phone
number, email address and country please?”
12. Obtain the caller's e-mail of residence information at the point
address. of booking to ensure the correct “Mr. Smith, you are guaranteeing
profile has been chosen and the your reservation today with a
13. Advise on payment options information is updated. MasterCard. The last four digits
and explain payment terms.
are ****, the name on the card is
• Obtain reservation John Smith with an expiration date
14. Explain cancellation
policy/deposit policy. guarantee or advise on of October 2024. Is this correct?”
payment and explain
15. Ascertain expected time of payment terms: “Let me inform you that should you
arrival and advise check - Ask for a credit card to guarantee need to cancel your reservation,
in/check out time (in the case the reservation, verify the following please do so 24 hours prior to
where the guest requests an information about the credit card: 6pm on the day of arrival to avoid
early arrival/late departure). • Type of credit card – Visa, charges for one night room and
MasterCard, American tax.”
Express (please note
acceptable cards at your “Our check-in time is 3 pm and
hotel) check-out time is 12 noon”
• Expiration date – including
month and year “Mr. Smith, are you able to tell me
- It is important to repeat the credit the flight number and arrival
card information now so as not to time?”
repeat later and to prevent errors.
ONLY attach the credit card to the “Mr. Smith, at what time will you
Guest Profile IF the card belongs to be arriving at the hotel on January
the guest. 5?”
 - If the caller would like to have
charges billed to the company, verify
that the company already has
established credit with our hotel. If
the credit is not established, refer to
the Payment procedure in Policies
and procedures.

• Explain deposit /
cancellation policy
• Confirm hotel policies
check in / check out time
and obtain ETA

If the guest requests a late check-out

or an early check-in, follow your local
policy.

Clarify personal preferences

• Confirm any preferences
that the guest may have
regarding their stay.
“Are there any preferences we can
• Input any Essentials
note to your profile / reservation to
16. Clarify if the guest has any confirmed by the guest into
make you most comfortable?”
personal preferences (e.g. bed Golden
preference, smoking preference) • If the information is not truly
for stay. “Is this something that you would
essential and simply an
like for your return visits to Four
expression of a “likes to
Seasons / this property?”
have”, do not add it as an
Essential; consider using
Stay Notes instead.
 “Mr. Smith, as you have requested
on your previous visit, I will
17. Ascertain transport arrange to have a foam pillow and
arrangements (e.g. car transfer,
comforter on your bed. Is there
directions etc.) and, if necessary, Present any additional property
anything else we can specially
offer to arrange transfer features / services based on the
reservations. prepare for you?”
guests needs
• Cross sell property features
18. An electric and/or hybrid “Mr. Smith, may I make any
/ services and offer to make
hotel car option is promoted for special arrangement, or do you
transfers, where available. reservations and / or
have any request that I may help
arrangement for the guest
you with?”
19. Offer assistance with other • Electric and/or hybrid hotel
bookings (e.g. offer to make a car option is promoted for
“I’d like to offer you our airport
dinner or spa reservation, advise transfers, where available
pick-up service, we have the
of relevant services and/or
activities for families with following options”
children).
“Would you like to arrange a table
reservation in one of our outlets?”

“Mr. Smith, I have booked a

reservation for 3 nights arriving
January 5 and departing the
morning of January 8 for you and
your wife. You have a special
Reconfirm the reservation
superior room with a view of the
• Repeat back to the guest
20. Repeat and confirm details river at $525 an evening. I have
the information pertinent to
of reservation during or at the arranged for foam pillows and
end of the call (i.e. dates of the the reservation
comforter for your bed, and I will
stay, room type, rate). • “Is there anything else I
reserve a table for brunch for you
may assist you with while
on Sunday morning, January 7.
planning your visit”?
Our rates are based on arrival
date and length of stay, just in
case you need to make any
changes. Is there anything else I
may arrange for you at this time?”

“The confirmation number for your

21. Offer reservation
reservation is #320365.”
number/booking reference.

With a smile on your face and a

sincere tone of voice, thank the “Thank you for calling Four
22. Offer sincere farewell at the
guest for calling, using the caller’s Seasons Mr. Smith. We look
end of the conversation and
name. forward to welcoming you for your
show of appreciation.
family trip.”
Never hang up before the caller.

23. Send a confirmation within

two hours of the call (i.e. if call
Send electronic confirmation
was made during the hotel's
business hours).

24. The confirmation shows the

hotel/group logo and
reservations/hotel contact
number and all information
within the confirmation is correct.
 Changing Room Reservation: – Step of Service – How Tos

Step of Service How Tos

“Good morning / afternoon / evening, Reservations

1. Greet guest, using guest’s name if known Office, this is Rouba, how can I assist you”

• Use guest name during your interaction “I can help you with that.”

“May I ask for your last name please?”

2. Determine guest's need:
“May I please ask you for your confirmation number?”
When a guest calls to change or cancel an existing
reservation, ask if they have a confirmation number if
not already provided. Verify the reservation by name If they don’t know their confirmation number:
and date. “It is not necessary. May I have your last name and
If the guest says to you, they do not have a the dates of the reservation?”
confirmation number, put them at ease and ask for
their last name and dates of the reservation. “Mr. Smith, I have a confirmation number of 23302 for
Locate the reservation using the appropriate a 3-night stay arriving Monday January 5th and
information and to confirm the reservation, repeat the
departing the morning of Thursday January 8th. Is
information back to the caller. Wait for the guest to
this correct?”
respond.

3. Change or cancel a reservation (quote new rates if Canceling within hotel policy:
applicable)
“Would you like me to reserve a room for another
date?”
Cancelling a reservation “Mr. Smith, I have cancelled your reservation and I
If the guest is cancelling a reservation within have a cancellation confirmation number of 23302C.”
hotel policy, ask the guest if they would like
to rebook for an alternate date. If guest says
no, then explain to guest that you have
cancelled the reservation and provide a
Canceling after cancelation deadline:
confirmation number for the cancellation.
If the guest is cancelling a reservation after the
appointed cancellation deadline, explain to “Mr. Smith, our cancellation policy requires notice to
guest any necessary charges (if applicable) the hotel prior to 6pm the day of arrival. I regret to
and provide a confirmation number for the inform you that you will be charged for the first night
cancellation. stay.”
If the cancellation is for a large group that has
been booked through a sales agent or
conference services offer guest to connect
them to the sales manager that booked the Changing a reservation:
reservation, or in the case of evening or
weekend calls, that you will have the sales
manager contact them on the next business “Mr. Smith, you would like to change the arrival date
day. of your reservation and stay with us for 2 nights
instead of 3. Is this correct?”
Changing a reservation
For a guest calling to change or amend their ”Mr. Smith, I have made the changes to your
reservation, listen to the request and confirm the reservation. You will be staying with us for two nights,
changes to be made. arriving Tuesday January 6 and departing the
Check availability for the new dates of the guest’s morning of Thursday January 8. We have you
stay and advise the guest of the rate. If the rate is
booked in a Premier room overlooking the river at a
different, advise the guest of the relevant rate for the
rate confirmed at Euros 570. Your bedding will be
new dates of stay. Make the necessary changes in
the system and repeat the reservation information changed to have foam pillows and comforter and your
back to the guest, providing a confirmation number. reservation for restaurant was booked for 8:30 pm at
If guest asks why the rate has changed, advise the the Allegro restaurant, 2 persons, non-smoking
guest, that our rates are based on arrival date and section, January 7. Our rates are based on arrival
length of stay. date and length of stay, in case you need to make any
 Make all necessary changes in the system. This is further changes. Your confirmation number remains
critical to be able to anticipate guest needs and the same, 23302.”
prevent misinformation among other departments.

4. Offer to amend special requests

When a reservation is changed, offer to amend

any other special requests or services that
are noted in Opera.
Check for traces or other requests that may now
change or need to be cancelled due to the
modification/cancellation (limousine, billing,
restaurant reservations, massages etc.)
If the reservation is for a group staying in
“Mr. Smith, will you need to change any restaurant
house offer the guest to connect them to the
sales manager that booked the reservation, reservations or the function room you booked with
or in the case of evening or weekend calls, us?”
that you will have the sales manager contact
them on the next business day. Generally,
services booked for large groups are done
through the sales manager.
If any special services or offers have been
scheduled after the time a reservation is
booked, offer them at this time: examples
would be special events in the restaurant,
spa packages, etc.

5. Thank guest for calling and provide statement of Cancelling a reservation

appreciation based on guest needs of the call. “Thank you for calling Four Seasons, Mrs. Wong. We
With a smile on your face and a sincere tone of hope to be able to welcome you in the future.”
voice, thank the guest for calling, using the
caller’s name. Changing a reservation
Never hang up before the caller. “Thank you for calling Four Seasons, Mr. Smith. We
look forward to welcoming you for your family trip.”

6. Send electronic confirmation

Dining Reservation
Standard Step of Service How Tos

1. Answer the telephone within 3 Greet the guest using the “Good evening, Dining
rings or 10 seconds with an appropriate time of day (greeting + Reservations, this is Rouba, how
appropriate greeting, or in the case name of restaurant / dining may I assist you?”
of digital communication, respond reservations+ this is (employee
within 90 seconds. name);

2. Obtain the guest's name and Ask for guest's first and last name, "May I ask your first and last
use name at least once during the use the guest’s name once known; name?”
conversation. Ask if guest is at the hotel. If guest
is staying the hotel, check Golden
and gather guest
 preferences/dietary restrictions and
enter them inside the Reservation
profile
Use the guest’s name once known.

Take the following information: “What day and time were you
ideally hoping to join us?”
Date, time and party size
Telephone number
“How many guests in your party?”
Guest’s first and last name
Ask if they are a guest at the
3. Obtain the number of people hotel. If guest is staying “What is the best phone number to
dining, the dining time and the the hotel, check Golden contact you?"
telephone/room number. and gather guest
preferences/dietary If needed: “I apologize, but we do
restrictions and enter not have that day/time available.
them inside the We do have a table available at
Reservation profile. [day or time] – would you like that
E-mail address (optional and instead?” - Give two options
dependent on location,
guest may decline)

Check and confirm availability in

the system; if there is no
availability, check other outlets and
offer 2 options;

4. Enquire if the reservation is for a Inquire as to special requests, “Do you have any special requests,
special occasion and if the caller celebrations, allergies, etc. or are you celebrating any special
has any special requirements. • If there are significantly occasions that you’d like us to be
different areas of the aware of?”
restaurant for which " Do you have any dietary
you DO take requirements?"
reservations – i.e. patio,
terrace, balcony – explain
the options to the guest
and find out their
preference. If you do NOT
take reservations for
these areas, DO NOT
offer these options to the
guest!
• If a guest requests a
specific table, section,
server, area, etc., for
which your outlet does not
take separate/specific
reservations – i.e. patio,
balcony, corner table,
quiet table – let the guest
know that while you
cannot guarantee that
specific table/area, you
will make note of their
request, and make every
effort to accommodate
them.
• If your outlet is subject
to being fully booked,
inform guests about your
 table release policy in
case of a no show or
cancellation policy.

5. Repeat and confirm the booking • Repeat the information “To confirm, your reservation is
details. back to the guest. [repeat information to guest] …”
• Advise dress code and
any other possible
requirements for the
outlet
6. Offer a warm, sincere farewell at • Thank and bid Guest In closing:
the end of the interaction. Farewell “We look forward to seeing you
• Send confirmation letter then!”
for every confirmed
booking (manual or
automated)

Changing Dining Reservation: – Step of Service – How Tos

Step of Service How Tos
1. Greet the guest using the appropriate time of day “Good evening, Dining Reservations, this is Rouba,
(greeting + name of restaurant + this is (employee how may I assist you?”
name);
2. Determine Guest’s Need “I see”

Listen actively so that you can understand the “Yes”

request and meet the guest’s needs.
“To clarify that I have this correct... [repeat the
information back to the caller]."
3. Change or Cancel the Reservation Canceling:

“Mr. Smith, I have cancelled your table reservation as

requested.”

Canceling after cancelation deadline:

“Mr. Smith, our cancellation policy requires notice to

the hotel prior to 6pm the day of arrival. I regret to
inform you that you will be charged a cancellation
fee.”

Changing a reservation:

“Mr. Smith, you would like to change date of your

reservation?”

“Mr. Smith, you would like to change number of

people, now it will be 5 people instead of 4, right?”

” Mr. Smith, I have made the changes accordingly.”

4. Offer to Amend Special Requests “Would you like to change anything in the
arrangement for birthday cake?”
5. Send updated confirmation letter “Thank you very much, we will send updated
confirmation letter shortly”
6. Thank and bid the Guest Farewell “Cancelling a reservation
“Thank you for calling Four Seasons, Mrs. Wong. We
hope to be able to welcome you in the future.”
 Changing a reservation
“Thank you for calling Four Seasons, Mr. Smith. We
look forward to welcoming you for your family trip.”

ADDITIONAL HOW TOS

Guest Complaints

a) Respond immediately.
b) Listen and empathize with the caller.
c) Ascertain pertinent information.
d) Note in log and complete glitch report procedure, contact the Assistant Manager for immediate
follow-up.

Problem Resolution Core Standards

1. When you receive a guest complaint listen actively to the guest’s concerns
2. Empathise with the guest through your body language and remarks
3. Ask questions to ensure that you fully understand the guest’s issues and needs
4. Suggest solutions to meet the guest’s needs
5. Follow up with the guest to ensure the solution was successful and complete; do not
needlessly disturb the guest or make too much of a minor complaint
6. Tell a manager of the complaint so they can determine what further action is required
7. Ensure that the entire experience is timely, convenient and appropriate
8. Where appropriate take advantage of opportunities to customise, localise or create a lasting
memory
Despite our best efforts, we will occasionally make mistakes and our guests will advise us of their
dissatisfaction. When a guest takes the time to voice a valid complaint, he is doing us a favor and we
should be grateful for the opportunity to take corrective action before the error is repeated. Managers
must be involved in each complaint to ensure guest satisfaction and closure. With this thought in mind,
the following points should be observed:

a) In the event of a specific complaint, the employee receiving it will listen carefully and
apologize. Ask questions to ensure that you fully understand the guest's issues and
needs. Suggest solutions to meet the guest's needs. Advise the guest what actions will
be taken, and when. Empathize with the guest through your body language and remarks.

b) Routine complaints should be handled by the person in charge or Assistant

Manager. If the employee receiving the complaint has the ability to rectify the situation to
the guest’s satisfaction, that employee should be fully empowered and encouraged to do
so.

c) Our goal is clear: immediate pacification of the guest is the key to properly
handling a guest complaint. Corrective action must be taken IMMEDIATELY, with every
effort made to resolve the situation before the guest has a chance to leave the
property. This done well increases the possibility of the guest leaving the hotel on a positive
note. Take advantage of opportunities to add a special touch. The results we are striving
for are happy guests who would rather write to the hotel about how professionally
their complaint was handled versus them being unresolved; and guests who will
leave talking positively about Four Seasons Hotels and Resorts.
 d) Assistant Managers will keep a log book and complete a glitch report recording both
the nature of complaints and the corrective action taken. Such records are necessary for
correction and follow-up if the guest approaches higher levels of management or presses
for legal action. In these cases, further investigation of the matter and General Managers
involvement would be required.

e) All complaint letters, received by a department, must be forwarded to the General

Manager’s office immediately; a reply will be sent within 24-hours of receipt from the
General Manager’s office.

f) In order to preserve the security and confidentiality of guest credit card information, guest
credit card numbers should never be displayed in the Glitch Database.

Applicable employees must be instructed to document in writing any guest complaints, comments or
occurrences as follows:

a) Complete the Glitch Report ensuring:

- all relevant data is completed in the form

- the report of the problem is clear, concise and includes all necessary details.

b) Show the Glitch Report to the Front Office Assistant Manager on duty and discuss the
situation with him or her. Discussing what, if anything, you have done to rectify the situation
and what follow-up you feel is required.

c) The Assistant Manager assesses all the facts and determines what action should be
taken, when and by whom, then distributes the Glitch Report as follows:

- General Manager
- Executive Assistant Manager
- Director of Rooms
- Director of Food and Beverage
- Guest Historian (to enter complaint into the guest record)
- Security
- department involved
- any other department deemed relevant to the occurrence
- Front Desk (attach a copy to the Glitch clip board).

Handling Challenging Guest Request

We will attempt to accommodate any reasonable request that a guest makes

When a guest asks for something we do not have or is difficult to provide, follow the Problem Resolution
Core Standards:
Listen carefully to what the guest is saying
Begin with a positive attitude, empathise
Ask questions when appropriate
Offer options; Let guest select solution
Follow-up and ensure the solution was given
Tell and involve your manager

Kate Buhler’s Tips for a Successful Reservations Sales Team

Follow these six steps to making a sale:
 • Greet the guest warmly- “Good time of day, Reservations, this is name.” Smile, speak slowly,
and clear the mind before answering the call. In order to sound genuine every time, imagine
that it is your friend calling.
• Thank the caller- Once the caller says the trigger words of wanting to make a reservation or
considering making a booking, say, “Thank you for choosing our hotel. I am happy to assist
you.” Or “Thank you for calling me, I am happy to help.” This will start the conversation on the
right note and allow the agent to assume control of the call.
• Ask qualifying questions- Without stopping from step two, find out more about the caller’s
preferences. Say, “I am going to ask a few questions to find the best accommodations for you.”
Once the information is obtained, the agent is ready to sell.
• Offer a tailored value statement- The art of selling a luxury product is not offering price but
value. Give the guests a reason to buy (spend more) by telling them what the product will do
for them. Say, “Our property is a perfect choice for your reason for traveling. We offer choose
two feature/ benefit statements matching what the guest wants based on their answers…”
• Offer a range of rates/recommendation- There should be 1-3 room/suite types that would
work for the guest. These should be tailored to the caller’s interests, history, and preferences.
The outline of the offer could be, “Based on what you have told me is important to you (or to
the clients), I have these room types that would suit your (their) needs. Then range in price from
lowest rate to highest rate. The one I would recommend is the room type the agent is
recommending. This room features describing the room here along with the reasons it is perfect
for them. It is available for the dates of your (your clients) stay at $$$ per night.”
• Ask for the sale- Then see if it was the right choice for the guest, and keep the conversation
moving by saying, “Is that what you are looking for?” Or “Do you think that would suit your
needs?” followed by “May I make this reservation?”

More tips:

When encountering rate resistance, do not negotiate or apologize for the rates. Instead find another
room to offer at a lower price. Offer the lowest room type when specifically asked for.
Avoid Disrespectful Words. When making the offer, do not say, “For ONLY $50 more, I can offer a
suite.” Strike: Only, Just, a Little, A Bit More, and other diminutives from the Upsell.

Reservation Challenges and Answers

Kate Buhler’s Suggestions for Handling Reservations Challenges

While working with some of the best reservation teams in the world, I have heard the most common
(and sometimes disturbing) challenges they face from callers. Here are some of my recommendations
to handle these items. I hope they are helpful for you too.

A List of Challenges and Solutions Agents Ask About

• I don’t understand. Why do the room prices change? – “It might seem confusing but rest
assured that the practice of changing rates is something virtually all hotels, airlines, theatres,
and even restaurants do these days. Rates fluctuate based on demand. They are set by a
computer system based on how many people are scheduled to stay during the dates you are
looking at, and as the situation changes, the prices adjust. This makes rooms less expensive
during times of low demand, pricier when the property is almost sold out. I understand that in
this case it is inconvenient for you, however it actually lets many more people stay with us than
ever before at a price that works for them. Now, based on what your particular situation is, here
is what I am able to do for you…”
• I want an early check in! – “I understand completely. It is very difficult to arrive at a hotel after
a long flight to find that the room is not ready. We have two choices for you; if you want to take
a chance, we can put in a request at the hotel for an early check in, and if the hotel was not
sold out the night before, they will prioritize your room. What most of our guests do however, to
guarantee that the room will be ready and waiting for them is to purchase it the night before.
 This way, the room is checked in the previous day (they call this Pre-Register) and it is ready
and waiting for you when you arrive.”

If the guest still argues the point, “Guests who check in and pay for the room have it until 12:00
noon the next day, and it takes Housekeeping several hours to prepare the rooms for the next
guests, which is why check in is at 3:00 PM. This is why the best option is to reserve the room
the night before.”

• I want my free upgrade! – “I will absolutely request a complimentary upgrade, and guests who
reserve with X company/program do receive it when available. Please do understand however
that sometimes the hotel is sold out and it is not available. If this is the case, I suggest that you
purchase the minimum room type that you will be happy in to avoid disappointment.”
• Not Platinum: I want my free upgrade! – “Sometimes we have a program upon arrival where
guests are offered available suites on the day of arrival at a special rate. Please do understand
however that sometimes the hotel is sold out and it is not available. If this is the case, I suggest
that you purchase the minimum room type to avoid disappointment.”
• Give me the following benefits or I will cancel my reservation! – “I hope you will reconsider;
we appreciate your business and will always try to do our best for you. Before you cancel with
me, please do make sure that you have found other arrangements first. This area can be very
busy making it difficult to find anything else to reserve. But if you do find something and you
are within our cancellation policy, you can absolutely call and cancel our reservation.”
• Why should I stay with you? Other hotels in the area are (cheaper, give more stuff,
etc…)? – “I understand that we are often the most expensive hotel in the area, but we promise
to always give our guests the most value for their money. It is very difficult to compare properties
fairly and the competitors in this city are so different from us. If you stay with us, we will work
hard to make sure you have the best experience possible. Our amenities, our service cannot
be compared to anyone else in this region.”
• Why should I reserve with you and not other sources (Expedia, Platinum, etc…)? – “It is
wonderful that nowadays there are lots of different options to choose from when planning your
vacation. I can say that many of our VIP guests call directly, as they know that we are actually
on property and will always do our best for our most treasured clients. If you reserve with me, I
will look after your reservation personally.”
• Last time your team messed up my reservation/stay! – “Well, first let me say that I am very
honored that you are giving our company another chance. I will take care of your reservation
myself to make sure things go better this time. If I may ask, can you tell me what is important
for you this trip? What would you like to be sure we get right this time?”
• I must have connecting rooms; my children are small! – “I understand completely. It is so
important to keep your littles ones close to you. We have two choices for you; the room category
you reserved does not connect, but parents could each stay in a room with a child, or a
babysitter could stay with them. Or another option to guarantee that the children will be close
by is to purchase a one-bedroom suite. This way, the children sleep in the connected living
room guaranteed. What would you like to do?”
• It is important that we have two double beds confirmed. – “I completely understand. In most
hotels in our company, there are specific rooms that can be reserved which guarantee two
beds. This hotel however offers categories of one king or two twin beds. You have two options;
we can reserve connecting king bedded room with a twin-bedded room. If this turns out to be
impossible, we have suite options which would accommodate you family. What option would
you like to do?”
• I want you to plan the details of my trip, but did not reserve yet. – “How wonderful that you
are planning a get away! In order for us to plan your restaurant, spa, or activities, we need to
attach the information to a room reservation. Are you planning on making a room or suite
reservation with us? Shall we look at availability now? This is what we need to do first, then we
can look at other arrangements.”
 • In your personal opinion, which choice is better? – “All of the options in our resort are 5-
star, the important thing to consider is what your preferences are! Do you like more space or ?
What atmosphere do you like, quiet or more festive? What else would you want me to keep in
mind for your trip?
• (Cxl no prior stays, no personal reason given, little potential for future business) I need
to cancel (past the cancellation policy) and I want a full refund! – “What a pity you need to
cancel your trip! Please do know that we set the cancelation policies and enter an agreement
with you, because we stop selling the room to anyone else. This means we have turned away
business and it is a financial loss if you do not come. At this point we cannot resell your room,
and will not be able to offer a refund.”
• (Cxl prior stays, personal reason given-illness, pet, injury, high potential for future
business) I need to cancel (past the cancellation policy) and I want a full refund! – “I am
so sorry to hear about this issue! Please do know that we set the cancelation policies and enter
an agreement with you, because we stop selling the room to anyone else. This means we have
turned away business and it is a financial loss if you do not come. At this point we cannot resell
your room, but because you are loyal guest and have stayed with us in the past. We will extend
a courtesy 50% credit towards a future stay in 2019.”
• (Cxl personal reason given-death or imminent death of immediate family, force majore,
not charged in error) I need to cancel (past the cancellation policy) and I want a full
refund! – “I am so sorry to hear about this issue! We will extend a courtesy refund and hope to
see you in the future under better circumstances.”

Top 10 Ways Avoiding Saying “No”

“_____ is unavailable today. What I can offer you is either _____ or _____.”
“Please let me check for you and I will be back with an answer.”
“Unfortunately, I am unable to fulfil your request. I have other options.”
“I apologize that we cannot provide you with ______. If you would like, I will try to make it available
tomorrow. Would you be interested?”
“I would like to fulfil your request. Unfortunately, I am unable to at this time.”
“I understand you would like to have ______. What I can offer you is ______.”
“It will take me some time to arrange for your request. For the moment I am able to provide you with
______.”
“Let me help you find another venue that can accommodate your request.”
Have you tried ______? It is quite similar to what you are requesting.
May I suggest an alternative for you?

Disclosure of Guest Info to Public/Media

Guests to our hotels and resorts value their privacy and look to us to protect their guest stays from
media intrusion, public inquiries, demands and other interruptions

Numerous policies exist with this safeguard in mind (i.e., reference telephone policy, no room numbers,
no release of guest folios, etc).

The public demand for information about all aspects of a well-known guest’s life makes it all the more
difficult for the hotels and resorts to protect these individuals’ need for privacy

No information, however minute, can be given or leaked to the media or outsider - before, during or
after - any guest’s stay
The General Manager or Director of Public Relations will handle all media, general public requests and
inquiries

Deceased celebrities are represented by their estates and whatever rights the deceased had, are
assumed by his/her Estate (i.e., to sue or to be sued). Our policy, therefore, should not be altered by
the death of the celebrity.

Discarding Guest Information

To protect our guest's privacy and confidentially, we must take the utmost care in disposing of all printed
materials containing PII. Personal Identifiable Information (including but not limited to name, address,
incidental and personal charges, etc.) should always remain confidential. All printed guest information
is to be run through an appropriate commercial shredder once no longer in use. (Cross cut shredder –
which shreds in multiple directions).

Providing Rooms to Underage Guests

All Four Seasons properties may provide a guest room to a minor, only if a parent has registered the
room on the minor’s behalf. Note that a registration card (contract) signed by a minor is not enforceable
at the option of the minor.

The Front Office staff can very politely ask for appropriate identification to verify that the individual is of
the age of majority, within the State, province or country of the property’s location, before the guest
room registration.

Please note that the age of majority varies with different locations, e.g., in Ontario, Canada, it is 19
years old; in Chicago, Illinois it is 21 years of age. In the Middle East and Europe, the age is 18. All
international properties must check with their local laws to determine the age of majority.

Private bar keys should not be given to children who are underage.

If a problem arises with the behavior of the underage guest, the guest should first receive a warning, if
appropriate. If the problem is not resolved Security should, in most instances, attempt to contact the
parent who registered the room before removing the guest from the property. If the underage guest
must be removed, Security must use their best judgment to determine whether the guest can leave on
their own, wait for a parent or whether the police need to be involved.

If an event or function for underage guests is being booked at a property, the booking must be done by
an adult (eg. teacher, parent). Acceptable behavior for the event, and the property's response to
unacceptable behavior, should be reviewed with the people in charge of the event. Proper supervision
of the event must be reviewed in advance and provided for by the group or, if necessary, by increasing
security at the cost of the group.