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SOP HR 002-Telephone Standards

The document outlines the Telephone Standard Operating Procedure for Radisson Hotel Medan, focusing on effective phone answering techniques. It includes specific scripts for handling external and internal calls, procedures for taking messages, and guidelines for ending calls politely. All calls must be answered within three rings, and messages should be forwarded immediately.

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Refinaldi Tanjung
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54 views2 pages

SOP HR 002-Telephone Standards

The document outlines the Telephone Standard Operating Procedure for Radisson Hotel Medan, focusing on effective phone answering techniques. It includes specific scripts for handling external and internal calls, procedures for taking messages, and guidelines for ending calls politely. All calls must be answered within three rings, and messages should be forwarded immediately.

Uploaded by

Refinaldi Tanjung
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

Standard Operating Procedure Radisson Hotel,

MEDAN
Sita code:KNOZA

002. Telephone Standard

Departme Chapte
Human Resources
nt: r:
Approved 28/06/20
Issued By: HRM GM Date:
By: 24

Primary Objectives

 To answer the Phone effectively to the hotel and corporate standards

Information and Procedures

PROCEDURE:
Switchboard (External Calls)
“Good morning, Radisson Hotel Medan, How may I assist You?”
Department (Internal Calls)
“Good morning, (Your department) ( Your name) speaking, how may I assist you?”
Hold
“may I put you on hold?”
Transfer
“I will transfer you now.”
No Answer/Busy
“There is no answer from (the person your trying to contact) extension may I take a message?”
Taking A Message:
 Date
 Time
 Name of caller
 Who the message is concerning
 The message
 Your name
 Forward the message immediately
 Remember- all calls to be answered within 3 rings MAXIMUM

Ending the call


Page 1 of 2

Date reviewed: 28/06/2024


Standard Operating Procedure Radisson Hotel,
MEDAN
Sita code:KNOZA

002. Telephone Standard

Departme Chapte
Human Resources
nt: r:
Approved 28/06/20
Issued By: HRM GM Date:
By: 24

Close the conversation politely and saying ;”thank you for your calling (caller name)”

Page 2 of 2

Date reviewed: 28/06/2024

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