5 Most Effective Steps to Deal with an Incoming Call Guest Like a Pro.

Hey Guy! Welcome to WaiterPro Blog!

Today, I’m going to share with you one of the most important part of SOP for food and beverage department. If you are a host/ hostess, yes! You must to practice with this to be come professional way. Of course, your guest cannot see you and you as well, but your tone can tell  them how you look like when talking through the phone. Here are the 5 most effective steps to ensure you can deal with your customer smoothly.

1. Understand the telephone

First of all, you must understand all functions of the telephone, including hold function, extension, transfer, pickups and screen commands. This can help you to make more effective communication. Imagine, if your guest asking you how to call to his friend room and you don’t how, what will happen?

2. Answers phone by using Hotel standard

Here is how:

·                 Telephone should be answered within 3 rings by saying: Good morning, afternoon, evening Room Service, this is X speaking, how may I assist you? Mr. or Mrs. Smith….!.

·                 The staff should have a good knowledge of the menu and can make a conversation with guest by understanding guest’s need.

3. Record guest name and room number

·                 Telephone will display guest’s room number and name, write this down immediately after greeting the guest. This will help you a lot. Base on my experience, some of my team he missed to record guest name and room number after taking order! You guess what he do? Wait guest call again!!!  

·                     After you got guest name you can use his name for the whole conversation.

4. Deal with enquiry

·                 Listen carefully and with calm voice and manner always show you are attentive and pleasant to them listen and be friendly without interruption, double check with guest if you don’t understand

·                 If guest annoyed don’t be panic keep steady and calm voice find out reason try to help them, listen to understand what the complaint about?

5. Terminate Call

·                 Thanks the guest by using their name and reconfirm the room number

·                 When closing the sale or conversation you have to use some comments courtesy words “Thank you Mr. or Mrs. Smith I hope you enjoy your meal, have a nice day or have a pleasant evening”

·                 Always try to let the caller hang up first in case he/she has anything to add

Thank you very much for spending you time with this tip. see you next!