Telephone Courtesy Standards Quiz

What is the main purpose of the Telephone Courtesy Standards?

• To provide guidelines for internal communication

• To establish standards for greeting guests over the phone

• To outline emergency procedures for phone calls

• To set rules for handling guest complaints

How should external calls to the hotel be greeted?

• Hello, how can I assist you?

• Good morning/afternoon/evening, Renaissance Bali Uluwatu Resort & Spa, how may I help you?

• Welcome to Renaissance Bali, what can I do for you?

• Thank you for calling, please hold.

What is the maximum number of rings before a call must be answered?

• 2 rings

• 3 rings

• 4 rings

• 5 rings

What should an ambassador never do when connecting a call to a guest's room?

• Screen the call

• Give the guest's room number

• All of the above

• Connect the call without asking the guest's name

During what hours can an ambassador connect a call directly to a guest's room?

• Only during working hours

• After 21:00

• 09:00 - 21:00

• 24 hours

What should be done if a call to a guest's room is not answered?

• Wait for the guest to call back

• Transfer the call to another ambassador

• Leave a voicemail message

• Disconnect the call

What is the policy regarding disclosing an ambassador's contact information?

• It can be given to vendors

• It can be shared with guests

• It cannot be disclosed to anyone outside the company

• It can be shared with other departments