POLICIES & PROCEDURES Hotel: Department: F&B Banquet Job Category: All – Department Head: G.M. Approval: Date: Task: ANSWER THE TELEPHONE POLICY: All telephone call to the F&B outlets, captain station or function rooms is answered politely and professionally. Telephone will be answered within 3 rings. The phone is answered saying "Good (time of the day), Name of outlet, function room, (Name of the receiver) speaking". PROCEDURE: All staff in any function room has the responsibility of answering the phone. Make sure you have pen and paper in hand in case you have to write down any information. Stop any conversation you may be having before picking up the phone. Telephone will be answered as following: "Good Morning / Afternoon / Evening" "The banquet department" "May I help you?" Speak clearly, firmly and not too fast. If you cannot answer a guest's question, inform him/her that you will find out the information and ask him/her if he/she can hold the line for a moment. Standard sentence: "I'm sorry, sir/madam, I'll have to check it for you", "Please wait a moment, I'll check it right away". Once you have got the information: "I'm sorry to keep you waiting sir/madam, we are still checking. Perhaps you could leave your number and I'll call you back as soon as I find that out." Confirm information to the caller to show you understood. Thank the guest for calling and wish him/her a nice day. No personal calls for staff are permitted. Do not leave the phone unattended for any length of time. Be familiar with all functions of the telephone system.
POLICIES & PROCEDURES Hotel: Department: F&B – Banquet Job Category: All Department Head: G.M. Approval: Date: Task: ANSWER THE TELEPHONE POLICY: All telephone call to the F&B outlets, captain station or function rooms is answered politely and professionally. Telephone will be answered within 3 rings. The phone is answered saying "Good (time of the day), Name of outlet, function room, (Name of the receiver) speaking". PROCEDURE: All staff in any function room has the responsibility of answering the phone. Make sure you have pen and paper in hand in case you have to write down any information. Stop any conversation you may be having before picking up the phone. Telephone will be answered as following: "Good Morning / Afternoon / Evening" "The banquet department" "May I help you?" Speak clearly, firmly and not too fast. If you cannot answer a guest's question, inform him/her that you will find out the information and ask him/her if he/she can hold the line for a moment. Standard sentence: "I'm sorry, sir/madam, I'll have to check it for you", "Please wait a moment, I'll check it right away". Once you have got the information: "I'm sorry to keep you waiting sir/madam, we are still checking. Perhaps you could leave your number and I'll call you back as soon as I find that out." Confirm information to the caller to show you understood. Thank the guest for calling and wish him/her a nice day. No personal calls for staff are permitted. Do not leave the phone unattended for any length of time. Be familiar with all functions of the telephone system.