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    FBS 3 Answering The Telephone

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    Tantan Hadiansah

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    FBS 3 Answering The Telephone

    Uploaded by

    Tantan Hadiansah
    4 views2 pages

    Original Title

    FBS 3 answering the telephone

    Copyright

    © © All Rights Reserved

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    DOCX, PDF, TXT or read online from Scribd

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    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    4 views2 pages

    FBS 3 Answering The Telephone

    Uploaded by

    Tantan Hadiansah

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    LOCAL STANDARD OPERATING PROCEDURE

    Standards Number
    Name of Standard Answering the telephone (if applicable)

    Standard Sponsor
    Status New Retired
    Modified and replace entire Standard
    replace only what’s changed
    Type of Standard Brand Managed Continent Country
    Required for Managed:
    Australia China Hong Kong India Indonesia
    Japan
    Korea Malaysia Philippines Singapore Thailand
    Vietnam

    Brand(s) RC RH AC FFI
    Impacted TPS Above Property
    JW AUTO GH RI
    RCDC MIHQ
    MHR EH CY SHS
    RCR MEA
    Discipline(s Administrative & General Brand, Marketing, Sales &
    ) Impacted Consumer Services
    (only for Continent Lodging Services Food & Beverage
    Above Finance and Accounting Global Design
    Property)
    Global Sales Office Human Resources
    IT Legal

    Published: Effective Date: Last Revised:


    Last Reviewed:
    Content change only
    w/approvals Complete reformat w/ approvals

    Standard
    Phone should be pick up within 2 ringing, greet the guest base on standard, write down the detail
    what the guest order.

    Procedure

    F&B SERVICE DEPARTMENT | LOCAL STANDARD OPERATING PROCEDURES


    LAMPUNG MARRRIOTT RESORT AND SPA | MARRIOTT CONFIDENTAL AND PROPRIETARY INFORMATION
    1 of 2
    Answering the Telephone:

     Hotel will ensure telephone etiquette is followed:


    1. The telephone is answered within the first three rings
    2. The telephone is answered in a calm, cheerful voice
    3. All associates are trained to answer the telephone using the standard greeting
    4. The standard greeting is consistently used
     Standard Greeting: "Good morning/afternoon/evening. Way Manom Restaurant This is
    (name). How may I assist you "
    5. Write down detail of reservations on the reservation book
     Correct date and time of reservation
     - Explain Promo (e.g.: Credit Card Promo, SPG, Wine Tasting, etc.)
     - Put guest name clearly under which reservation is made (ensured a correct spelling)
     - Number of guest
     - Smoking or non-smoking area/ inside or outside area (asked table set up/ restaurant
    style or long table)
     - Asking if any celebrating a special occasion
     - Asking guest preferences (e.g. dietary restriction: vegetarian or food allergies)
     - Contact phone number
     - Name of person who made the reservation
     - Note any special request (i.e. order some cake)
    6. If more than one line is ringing, the guest is politely greeted and asked: "May I put you on hold "
    Wait until the guest responds BEFORE putting him or her on hold. When returning to the guest
    that you have put on hold, say: "Thank you for holding. How may I help you "
    7. Each guest must be given complete attention when on the telephone
    8. Each guest must be addressed by name (whenever possible)
    9. Chewing gum or eating is not permitted when answering the telephone
    10. Always use proper language without using slang or Jargon
    11. Before transferring calls, associates must verify if the guest is being directed to a voice mailbox.
    If the voice mail is responding, the guest should be advised and asked if he or she would like to
    leave a message
    12. The guest must always hang up first
    13. When outlets are closed, the telephone should be forwarded to another open outlet or the AYS|
    DTS (At Your Service |Delighted to Serve) department

    Host / Hostess Service and Stand Set Up (OPS-FNB-061) - MI Standards (marriott.com)

    ___________________ ____________________
    Department Head Date:

    _____________________ ____________________
    General Manager Date:

    F&B SERVICE DEPARTMENT | LOCAL STANDARD OPERATING PROCEDURES


    LAMPUNG MARRRIOTT RESORT AND SPA | MARRIOTT CONFIDENTAL AND PROPRIETARY INFORMATION
    2 of 2

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