BAMZOOKA
Telephone Service Standard for Operators
- All calls are answered within 3 rings, every time
- External greetings included: name of operator and an offer of assistance
- Operators spoke in a clear tone with an entertaining smile in their voice, never sounded too rushed to be of help
- Callers were allowed to speak and not interrupted
- In case of internal guest calls operators used guest name at least one time
- Operators waited for the caller to hang up first to ensure that the call was complete
- Operator asked permission to place call on hold, and operator waited for confirmation from guest / caller
- Placed on hold for no more than 30 seconds
- Callers were informed that they would be transferred and destination of transfer was verified before transfer
- Proper telephone etiquette was used while transferring calls
- Operators verified guest name before contacting room when only room number was given
- Operators never released room number or name to callers
- Operator offered to take message and repeated details with complete accuracy
- Messages delivered within 30 minutes; content was complete, accurate and legible
- Operator was the last to speak, confirmed transfer, offered thanks or offer of additional assistance
- When wake up calls were requested, the following information was obtained: Name, room number, time, date and day
- A second reminder call was always offered (Generally, a 15 minute reminder call is given)
- Wake up call information was reconfirmed and also offered for coffee, tea, breakfast service.
- Wake up calls entered on EPBX or PMS within 5 minutes of the request
- Wake up call was personalized and included time of the day, outside temperature and weather, and wish of a pleasant day
- Operator, offered additional assistance after providing wake-up call