HOW TO PICK UP THE PHONE?

OBJECTIVE

That the phone is picked up within 3 rings and to be greeted over the phone with a friendly and smiley voice by an experienced well-trained team member who is knowledgeable about the menu and the outlet details.

POLICY

To ensure the phone is picked up in a professional and timely manner.

To maximize the guest satisfaction

Orders should be taken complete and efficient, while suggestion options to the guest.

PROCEDURE

Answer calls promptly and pleasantly

All calls must be answered in three (3) rings.

Speak clearly in a polite and pleasant tone. Do not forget to smile! Guest can hear your smile!

Answer the phone “Good morning/afternoon/evening, Big plate restaurant” AN speaking , how can I help you?”

Telephone operators should consistently provide a polite and proper standard phrase for a greeting.

All callers must be greeted with a pleasant voice. Speak directly into the mouthpiece, speak slowly and clearly.

Pick the phone gently and be aware of who is calling

Because the call comes from an in-house guest, the guest’s name will be displayed either on the console or on the telephone, use this as a tool to use his/her name later in the conversation where possible.

Be sure to be aware when calls are external and gather necessary contact details from the caller.

Answer the phone and listen carefully

Be patient and do not interrupt the caller, listen carefully and reply accordingly.

Double check all details are recorded should we need to contact the guest after this call.

Thank the guest

Say: “Thank you for your call Mr. / Mrs. XXX, is there anything else I can do for you?”

Wait for a few seconds and let the caller hang up the phone first, then you hang up the phone.