HOW TO PICK UP THE PHONE

Guest Expectation:

I expect that the phone is picked up within 3 rings and to be greeted over the phone with a friendly and smiley voice by an experienced well-trained staff member who is knowledgeable about the menu and the outlet details.

Why is this task important for you and our guests?

Answers: 

1. To ensure the phone is picked up in a professional and timely manner

2. To maximize the guest satisfaction

3. Orders should be taken complete and efficient, while suggestion options to the guest

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
1) Answer calls promptly and pleasantly.	All calls must be answered within 3 rings.  Speak clearly in a polite and pleasant tone. Don’t forget to smile! Guest can hear your smile! Note: Telephone operators should consistently provide a polite and proper standard phrase for a greeting.  All callers must be greeted with a pleasant voice. Speak directly into the mouthpiece, speak slowly and clearly.	Why should the phone be picked up within 3 rings Why should you speak clearly and with a smile? Why should you speak slowly and clearly?
2) Pick up the phone gently.	Because the call comes from an in-house guest, the guest’s name will be displayed either on the console or on the telephone, and the following phrase must be used:  “Good morning/afternoon/evening, Mr./ Mrs. XXX. YYY (name of outlet), XXX (Your name) Speaking, How may I help you?”	Why should you use the guest’ name? Why should you greet the guests with good morning, etc.? Why should you ask, “How may I help you”? (DRILL LANGUAGE)
3) Answer the phone and guest listen carefully.	Be patient and do not interrupt the caller, listen carefully and reply accordingly.	Why should you not interrupt the caller? Why should you listen carefully?
4) Thank the guest,	Say: “Thank you for your call Mr. / Mrs. XXX, is there anything else I can do for you?” Wait for a few seconds and let the caller hang up the phone first, then you hang up the phone.	(DRILL LANGUAGE) Why should you thank the guest? Why should the caller hang up first?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why should the phone be picked up within 3 rings

2. Why should you speak clearly and with a smile?

3. Why should you speak slowly and clearly?

4. Why should you use the guest’ name?

5. Why should you greet the guests with good morning, etc.?

6. Why should you ask, “How may I help you”?

7. Why should you not interrupt the caller?

8. Why should you listen carefully?

9. Why should you thank the guest?

10. Why should the caller hang up first?