Front Desk Training – PBX Phone Operations – External Calls
Goal: To provide excellent guest service by answering guest calls properly and consistently.
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Front Desk Training – PBX Phone Operations - Internal Calls
Goal: To provide excellent guest service by answering guest calls properly and consistently.
Recommended steps to use incorporate this training in your hotel:
- Have each GSA watch the video as many times as it takes for them to memorize the steps to answering a call correctly.
- Use practice scenerios to test each GSA.
- Have GSAs use our ‘Self Assessment Form’ to score each other when it is not busy. Have one GSA conduct handle the calls, while a second GSA does the scoring.
- Have the manager or supervisor conduct self assessments. Have the manager sit down with each GSA and review the results.
- Hold each GSA accountable for hitting every step with every phone call
- Schedule a Mystery Shopping Audit on a regular basis to review your progress.
