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The document outlines essential telephone etiquette for hotel staff, emphasizing the importance of answering calls promptly and maintaining a professional demeanor. It provides standard phrases for answering external, internal, and interdepartmental calls, as well as guidelines for transferring calls and handling guest queries. Additionally, it includes examples of greetings in both English and Arabic.

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Samar Nabil
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1 views2 pages

Basic

The document outlines essential telephone etiquette for hotel staff, emphasizing the importance of answering calls promptly and maintaining a professional demeanor. It provides standard phrases for answering external, internal, and interdepartmental calls, as well as guidelines for transferring calls and handling guest queries. Additionally, it includes examples of greetings in both English and Arabic.

Uploaded by

Samar Nabil
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Basic Hotel Telephone Etiquettes:

What all points should be taken care of while answering a call?

 The phone should be answered within three rings.

 Smile even though you are on the telephone.

 Sit or stand up straight.

 Use a low voice.

 Match your speaking rate to the caller’s.

 Avoid extremes in volume.

Standard Phrase:

How to answer an External call?

 Wish according to the time of day (Good Morning, Afternoon, or Evening), (Your Hotel
Name), how may I help you?

 GOOD MORNING ALASSADI HOTEL, HOW MAY I HELP YOU?

 How to answer Internal Guest calls?

 Wish according to the time of the day (Good Morning, Afternoon, or Evening) Mr.
_________ (Guest last name), ________(Your first name) is speaking, How may I help
you?

 GOOD MORNING MR. ANDREA, KRESS IS SPEAKING, HOW MAY I HELP YOU?

 How to answer interdepartmental calls?

 Wish according to the time of the day (Good Morning, Afternoon, or Evening), This is
_______ (Your first name), How may I help you?

 GOOD MORNING MR. ANDREA, THIS IS HANI, HOW MAY I HELP YOU?

Note: Check out more sample Standard Greetings used in hotels.

Telephone Etiquettes While Transferring a Guest Call:

How to transfer a guest call?

 While transferring a guest call you should say:

 Allow me to transfer your call with pleasure.


 Putting a guest call on hold:

 How to put a guest call on hold?

 While putting a guest call on hold you should say:

 Allow me to put your call on hold while I check your request”

Or

 “Could I put your call on hold, while I check for your request?”

Guest Query:

 How to handle a guest query?

 For any guest query you should say:

 I will be glad to assist you.

‫ كيف ممكن اساعدك؟‬،‫صباح الخير فندق األسعدي‬

‫ كيف ممكن اساعدك؟‬.‫ بسام معك‬،‫مساء الخير استاذ أندريه‬

‫ كيف ممكن اساعدك؟‬،‫ معك احمد‬،‫صباح الخير استاذ أندريه‬

.‫اسمح لي بتحويل مكالمتك‬

.‫اسمح لي بوضع مكالمتك قيد االنتظار بينما أتحقق من طلبك‬

‫هل يمكنني وضع مكالمتك قيد االنتظار بينما أتحقق من طلبك؟‬

.‫أكون سعيد بمساعدتك‬

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