Policies and Procedures for Telephone Use

Policies and Procedures for Telephone Use

AJAR Hospitality

Policies and Procedures for Telephone Use

AJAR.id – Hello Ajarian! The use of the telephone is one of the most vital business tools in use today. More business is won or lost on the phone than by any other means. You should undergo formal training in correct telephone procedures. A hotel will have a range of policies and procedures for telephone use some will be internal some are designed to conform to government regulation and may include:

  1. Privacy
    A hotel or resort will have a policy to protect the privacy and confidentiality of its guests. Guests’ messages and phone records are protected against fraudulent procedures. As identity theft is increasing an accommodation venue has to be scrupulous about how it handles personal and other information about guests.
  2. Threatening calls
    Response to threatening or suspicious calls requires the receiver to remain calm. The call should be taken seriously and the receiver should not hang up, as the origin of the call can be traced. It’s important to continue conversation to gain as much information as possible. A record of the call needs to be kept; either voice recorded or written. If a call is received as very threatening or suspicious then a supervisor or manager should be notified who would determine if there was a need to contact the authorities or police.
  3. Greetings
    Standard greetings are established...
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