WorksheetsTelephone Courtesy Standards Quiz
Total questions: 7
Worksheet time: 4mins
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
