QUALITY BRAND STANDARDS

SWITCHBOARD BRAND STANDARD


Switchboard operators work for major hospitality establishments where invasions of telephone calls are handled. The operator helps callers by answering or connecting the caller to the appropriate person or department. With the invention of technology in the communication system, switchboard operators work through computerized systems that require less human involvement. They are often responsible for paging systems in the hotel.

Switchboard operators deal with customer service where they may answer brief questions from customers, for instance, business location, and services offered e.t.c. The ideal workplace of a switchboard operator normally involves working in an office-type setting. Their working environment involves sitting throughout the day in front of switchboard and computers. They mostly work inside the hotel, but the environments can vary, depending on the type of company that they are working for.

The following are the best brand standard practice on hotel switchboard operation and communication;

Your pledge: To provide caller guests a feeling of a friendly efficiency and modern communications from the switchboard.

  • Staff will always warmly answer the phone with, for instance, “thank you for calling XYZ Hotel, how may I help you?” or “thank you for calling XYZ Hotel, how may I direct your call?” or “good morning, this is XYZ Hotel, how may I help you?”
  • If calls are placed on hold, contact is made every 35 seconds offering the caller the choice of remaining on hold, leaving a message or receiving a callback. Callers who are transferred to a different department will be advised whom they are being connected to and calls will not be screened,
  • Wake up calls occur within 2 minutes of the agreed time.
  • Telephone operators will have detailed knowledge about modern connections, long-distance services, fax equipment, and all other connections requirements, as well as provide helpful information immediately. If a connection cannot be made, let the caller know why this is the case.
  • Phone calls should be answered by all hotel staff within 3 rings and if delayed an apology will be given to the caller.
  • Before placing the caller on hold, the team member will ask for the permission to do so and wait for a response. If calls are placed on hold, contact is made every thirty-five seconds offering the caller the choice of remaining on hold, leaving a message or receiving a callback.
  • Callers who are transferred to a different department will be advised who they are being connected to. Generally, calls will not be screened, meaning they will be put through immediately without asking who is calling.
  • Guest names or room numbers are generally never given out.
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