Telephone Etiquette

How do you answer an internal guest call?

• Good morning, Alexis Hotel. This is Ariana from room 201. How may I help you?

• Hello, good morning, Mr. Sanchez. welcome to our hotel. May I help you?

• Good Evening Mr. Sanchez . This is Ariana, How may I help you?

• Good morning, sir. Would you like to help me, please?

What thing you need to do when transferring guest's call?

• ask the guest to call back later

• ask the guest to hold the phone, because you need to check some informations required

• ask the guest to call back the following day

• ask the guest to wait

Why we need to smile over phone?

• to show politeness and hospitality

• to hide our sorrow

• to avoid guest's anger

• to show our smile

Answering a ringing phone : _________

• Good morning, Zelig Industries.

• Good morning, this is Joey, secretary, may I help you?

• Good morning, Zelig Industries, Joey speaking. May I help you?

Answering the phone in someone else's office : _________

• Good morning, Han Byul's office. This is Sally speaking. How may I help you?

• Good morning, this is Sally. May I help you? You've reached Han Byul's office.

• This is Sally, may I help you?

Transferring a phone call : ____________

• Please hold and I'll transfer you to Mr. Usherton's office.

• He's in a meeting now. Later you can call back.

• He's in, but he's busy. Maybe you can contact his private number?

Identifying yourself : _________

• This is Melia from Hijabista.Co, thanks

• I'm calling for Yoeboe Kim from Hijabista.Co.

• This is Melia from Hijabista.Co. Is Yoeboe Kim available?

Postponing a phone conversation : _______

• I'm so swamped. Let's talk later, OK?

• This isn't a good time for me, but can I call you back at four to talk?

• I'm sorry, I'm really busy and I can't talk right now.

Leaving a voice mail : _________

• Hi Wanda. Please call me back asap. I want to talk about the performance bonuses.

• Hi Wanda, this is Daniel. I'd like to talk about the bonuses at ten am on Friday. Please give me a call back on my direct line.

• Good morning Wanda! How are you? I think we need to talk. Please give me a call back on my phone home.

Making an unexpected call : _______

• Hi, Lee here. I'm sorry to trouble you. This will only take a minute.

• Hi Sarah. I really need to talk to you about the sales performance.

• Hi Sarah, it's Lee. Have you got a minute to talk about the sales performance?