Phone answering Procedure - - Role Play 4 Alex (Manager):Hey, how are you, Emily?

Emily (New Staff):Hi, I'm well, thank you. And you?

Alex: I'm well, thank you. Emily, do you have a minute, I would like to talk to you about taking phone calls for the restaurant.

Emily: Sure.

Alex: I have just observed you taking the call. Has anyone walked you through our procedures yet?

Emily: Not really, I just have some experience from my previous job.

Alex: I see. In that case, I would highly recommend you read through the procedure later in detail, but for now I would like to point out a few things that we need to work on. Would that be okay?

Emily: Okay, what things?

Alex: Firstly, well done on picking up quickly. As you might know the industry standard is to pick up a call within the first 3 rings. In our hotel after that the call would be transferred to reception and then the venue manager, which we really would like to avoid.

Let's talk about your posture. I know it might be comfortable to bend over and support your weight on you elbows while talking on the phone, but it can look very unprofessional and bored from the outside. For other guests it might give the wrong impression of our standards. And also putting the phone between your ear and shoulder can actually strain your neck and you could injure yourself, which is very much avoidable. So please, use one hand to hold it, which is also more hygienic, which we have to keep an eye on.

Emily: Right, I haven't thought about it. I will improve that.

Alex: Great! Further, from what I have gathered, you do use a friendly and welcoming tone, however you should mind your language as well. I would suggest you avoid slang and short answers like "yep" or "nah", these sound very unprofessional and not very respectful. I might make the guest feel like you are in a rush, or not really listening, which both are not great. It could make them choose another restaurant, where they staff on the phone seem more appreciating, you know?

Emily: I see, sorry, it is an old habit of mine, but I will work on that.

Alex: Thank you. Lastly, it's a few details, for example having a notebook and pen ready, either in your pocket or ideally next to the phone, so that you can take notes and the caller's details, in case they want to leave a message or important information. It is less stressful when this is prepared at the beginning of the shift. Try to always note the name of the caller, the reason, date and time of the call, and then of course the message. Having it in writing is better during busy moments, as those can easily slip our minds.

Emily: Do I always have to note them? Even for small things like a time changes?

Alex: If you have the time to directly manually edit the booking or take the order, by all means, you don't have to. But when you are taking a message or can't input any changes in directly, then yes, please take notes. Like that maybe another colleague could change them for you.

Emily: Alright.

Alex: Another thing would be trying to use the caller's name; it makes the interaction more personal and less strange. And likewise tell them your name in the beginning of the call, so that they know who they are talking to.

And lastly at then end of the call, confirm agreed outcomes, as you did, and when hanging up, just let them hang up first. It can be irritating for some or even appear rude, if you hang up first suddenly. Just keep that in mind. That's it for the moment. other than that, well done.

Emily: You are right, I will definitely work on that, thank you for letting me know. In my previous place they never really cared or gave me feedback.

Alex: Don't worry, we will definitely give you feedback. But yeah, do you have any questions?

Emily: Where would I find the procedure again?

Alex: At work you can find it in the Front Office in the procedure file on the left shelf, or in the computer in the F&B Procedure file. Just be mindful, there are similar Phone Answering Procedures but more tailored to Reception or Restaurant, you would have to be looking for the Restaurant one. At home you can access it in the intranet, but I can also send you an email with that one, if it makes it easier for you.

Emily: Yes, would you mind sending an email? I still have to get used to the new system.

Alex: Sure, not a problem. I will do it right now, before I forget it, actually.

Emily: Great, thank you!

Alex: No worries! Do you have any other questions?

Emily: No, so far everything is clear.

Alex: Awesome. If you do happen to have any questions just let me or Katja know. See you next time than! Thank you for your time!

Emily: See you! Thank you!

Can you help me with these questions relying on this role play, please?

Role Play 4

1. What worked well

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2. What needs improvement

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1. How you have evaluated each policy you have implemented?

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1. How was staff involvement for the purpose of evaluation?

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5. How will you implement each identified change required into your next service period?

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