Front Desk Training – PBX Phone Operations – External Calls
Goal: To provide excellent guest service by answering guest calls properly and consistently.
Front Desk Training – PBX Phone Operations – Internal Calls
Goal: To provide excellent guest service by answering guest calls properly and consistently.
Recommended steps to use incorporate this training in your hotel:
- Have each GSA watch the video as many times as it takes for them to memorize the steps to answering a call correctly.
- Use practice scenarios to test each GSA.
- Have GSAs use our ‘Self Assessment Form’ to score each other when it is not busy. Have one GSA conduct handle the calls, while a second GSA does the scoring.
- Have the manager or supervisor conduct self-assessments. Have the manager sit down with each GSA and review the results.
- Hold each GSA accountable for hitting every step with every phone call
- Schedule a Mystery Shopping Audit on a regular basis to review your progress.
Proper Greeting – Good Morning thank you for calling the Holiday Inn this is Sarah may I have your first and last name please? ( Personalize the conversation by using the callers name.)
And how may I help you today Mary?
Exit greeting is branding the company’s name.. Thank you for calling/choosing/ your interest in Holiday Inn, have a great day.
When conversing with a guest, GSAs vocabulary should be devoid of any slang. “Sure” is not an appropriate response. “Absolutely” would be a better fit.
Also, to add to Lana’s comment above… asking for the guest name is extremely important. (using a guest’s name at least 3x in a conversation). But GSAs should be readily thanking the guest for info provided.
“Good Morning and thank you for calling The XYZ Resort, My name is Jake, May I have your Last Name Please?…. Thank you Mr. Smith…. and how may I assist you? Yes! For your convenience, our shuttles arrive at each airport terminal every 30 minutes – the next shuttle should be arriving in approx X minutes Mr. Smith. Shall I inform the driver to keep an eye out for you at his next pickup? ……………..
Anticipating the guest’s needs is also important. Probing the guest for info, – does the guest have a reservation? if not, make one… If so, pre-register the guest… etc….
Is there anything else I can be of assistance with? Excellent… If you find yourself needing anything else prior to arriving, please do not hesitate to call. Again, my name is Jake… have a wonderful morning Mr. Smith.
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The videos above are decent starting points. But they’re lacking in what is necessary for exceptional levels of service.