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Excuse me sir please wait for a while
I will answer the call , because the costumer whose calling more important than who inter the showroom .
I will simplify the information and engage the guest by asking him to write his information in the log. I will answer the phone and quickly deal with the phone call. If the matter requires more attention, I will take the caller number and will tell him/her that I will return the call as soon as I am free from the guest. For me the priority will be given to the person on the desk, not the one on the phone.
Sure, I will apologize, with a smiling face, from the guest who is in front me that i will answer the phone - for the following reasons:
1. The guest who is in front of me will put himself in the same situation when he calls the hotel.
2. Maybe some guest in house is calling because of an emergency.
3. Maybe some guest is calling for reservation.
4. Maybe some guest is calling from the airport for hotel car.
5. Maybe guest in house failed to reach one of the hotel outlets (HK, Room Service, Laundry, etc).
6. Maybe the calling guest lost his way to the hotel.
So, all possibilities are opened; therefore, the guest who is in front of me will be confident that somebody will answer him% when he is calling the hotel.
First i apologize to the guest than after 3 ring tones i answer as standard and i after i finish my phone call i repeat my apologize and help the guest.
REQUEST THE GUEST TO GIVE YOU JUST A MIN WITH A SMILE ON YOUR FACE.AND ATTEND THE PHONE AS IT MIGHT BE AN IMPORTANT ONE TOO
First I'll tell that guest who came at my desk, Sorry Sir or Mam, I'll take this phone. After I answer this phones, I'll help you. Would you mind hold any minute for me, please...
Make sure you have a smiley face and eye contact with the guest who is standing in front of you. Put the line on hold for few seconds and tell the guest politely that you will be with him/her shortly. Make sure you finish the phone conversation asap. once you are done with the call, get back to the guest and apologize to him/ her for keeping them wait
Based on my experience and training , answering phone should be the priority since the customer on the other line doesn't see what you are doing , but you have to politely inform the customer in front of you that you will quickly answer the phone then get back to him/her.
I'll tell the standing guest that it is very important for me to hear the call as it may be of my boss. so that he may understand my position. After the call, i ll apologize to him for waiting and will give him a complementary drink.
