FO

21問 • 2年前

Irina Kayla Rottey

通報

問題一覧

Military Alphabet

See pic

Basic Phone Etiquette: answer the call within

3 rings

External Guest Talks

1. Greet according to time of day 2. Thank the guest for calling the hotel 3. Introduce yourself 4. Offer assistance

Internal Guest Calls

1. Greet according to the time of day 2. State your department 3. Introduce yourself 4. Offer assistance

*When placing the caller on hold

1. Always ask permission prior putting the call on hold 2. Press the hold button

*When getting back to caller who was on hold

1. Press the hold button again 2. Thank the guest for staying on the line

*When taking a call when a colleague is unavailable

1. Inform and apologize to the guest 2. Offer to assist instead

*Closing the call

1. Offer further assistance 2. Thank the guest for calling

Make sure to get back to the caller within

25 secs

Never

Chew food, gum, or drink

Eye contact

Which helps to create attention and show attentiveness

Smile

Sets a positive and welcoming tone

Addressing the guest and team member by name

Which promote positive and welcoming atmosphere

Never express tiredness (Do's and Don'ts)

May give negative impression

Maintain a clean and organized work area

Contributes to a professional and efficient environment

Follow up staff are advised to personally contact guest

Ensure that any requests or actions has been successfully carried out

Insulting guest (Do's and Don'ts)

Listed as a strict don't

Maintaining calm and professional behavior

Is crucial in handling difficult situations

Grooming standards of MALE

- Hair perfectly groomed above the collar - Must be clean-shaven - Perfumes are to be used in moderation - Tattoos should not be visible - Shoes are to be always clean and polished - The name badge is worn and in condition - Socks should be black or dark color to go with the pants

Grooming standards for FEMALE

- Make up should be minimum - Nail varnish should be clean - Jewelry is confined to a wedding/engagement band and one discreet necklace, only stud earnings can be worn - Hair should be natural color, and if below the shoulders should be tied back with black/ plain elastic - Perfumes should be used in moderate

Do's and Don'ts in FO

- Eye Contact - Smile - Addressing the guest and team - member by name - Never express Tiredness - Maintain a clean and organized work area - Follow up - Insulting guest - Maintaining calm and professional behavior

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