Handling Telephone Inquiries

All telephone calls must be answered within 3 ringing tones.
2. All calls must be answered with a smile on your face and say good morning/afternoon/evening (Name of Spa & Health Club), (Name of receptionist) speaking, can I help you? With a clear and concise voice.
3. If the telephone rings while you are attending to a guest and if there is another consultant, he/she shall answer that call. If you are alone please apologize to the guest pick up the phone within 3 rings and apply the telephone standards. (Refer to telephone procedure standards)
4. The caller’s name is used and efforts must be made to address and remember the hotel guest’s and member’s name.
5. All inquiries and reservation requirements must be established and recorded down on the reservation book/system or message book.
6. All calls and messages must be channeled to the correct person or department. If the person or department is not available, take down the name, contact number with the message, repeat it over to confirm the message is correct and apologize for the delay
7. Ensure all messages are channeled to their respective person or department.
8. All callers must be thanked at the end of the conversation with a smile.
9. All calls that are not channeled properly, kept on hold or disconnected, an apology must be given when the caller calls back.

10. All calls on hold must be given an apology every 1 minutes and an explanation given for the delay.
11. If the telephone call inquiry relates to a potential sale of membership or treatment package, the caller is: -

• - Inform him/her that you will transfer his/her call to the respective
• consultant.
• - Inform the respective consultant regarding the inquiry before
• putting the call through.
• - If any caller is kept on hold on the telephone for more than 1
• minute please apologize for the delay.
• - Once the caller is put through the respective consultant must
• apologize if the customer has been put on hold for 1-2 minutes
• - If the respective consultant is not available, inform the prospect
• caller if he/she would like to leave a message or to give his/her
• and contact number and inform him/her that the respective consultant will call back.

12. If it is a member or hotel guest who wish to make a reservation or inquiry on our treatment the receptionist will:

• - Explain on the type, duration and price of the treatment that is
• available.
• - Recommend and up-sell our popular and unique treatments to
• - the guests (refer to spa menu & current promotion details)
• - Inform the hotel guests and members on our discounts and promotions that are currently available.
• - All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures)
• - Reconfirm to the hotel guests and members on his/her appointment time, m’ship/room number, treatment price and the type of treatment
• - The hotel guests and members are thanked and wished, a pleasant day

13. All telephone calls must be answered within 3 ringing tones.

14. All calls must be answered with a smile on your face and say good morning/afternoon/evening (Name of Spa & Health Club), (Name of receptionist) speaking, can I help you? With a clear and concise voice.

15. If the telephone rings while you are attending to a guest and if there is another consultant, he/she shall answer that call. If you are alone please apologize to the guest pick up the phone within 3 rings and apply the telephone standards. (Refer to telephone procedure standards)

16. The caller’s name is used and efforts must be made to address and remember the hotel guest’s and member’s name.

17. All inquiries and reservation requirements must be established and recorded down on the reservation book/system or message book.

18. All calls and messages must be channeled to the correct person or department. If the person or department is not available, take down the name, contact number with the message, repeat it over to confirm the message is correct and apologize for the delay

19. Ensure all messages are channeled to their respective person or department.

20. All callers must be thanked at the end of the conversation with a smile.

21. All calls that are not channeled properly, kept on hold or disconnected, an apology must be given when the caller calls back.

22. All calls on hold must be given an apology every 1 minutes and an explanation given for the delay.

23. If the telephone call inquiry relates to a potential sale of membership or treatment package, the caller is: -

• - Inform him/her that you will transfer his/her call to the respective
• consultant.
• - Inform the respective consultant regarding the inquiry before
• putting the call through.
• - If any caller is kept on hold on the telephone for more than 1
• minute please apologize for the delay.
• - Once the caller is put through the respective consultant must
• apologize if the customer has been put on hold for 1-2 minutes
• - If the respective consultant is not available, inform the prospect
• caller if he/she would like to leave a message or to give his/her and contact number and inform him/her that the respective consultant will call back.

24. If it is a member or hotel guest who wish to make a reservation or inquiry on our treatment the receptionist will:

• - Explain on the type, duration and price of the treatment that is
• available.
• - Recommend and up-sell our popular and unique treatments to
• - the guests (refer to spa menu & current promotion details)
• - Inform the hotel guests and members on our discounts and promotions that are currently available.
• - All reservation, cancellation, late policy and policy for men procedures must be explained (Refer to the spa etiquette procedures)
• - Reconfirm to the hotel guests and members on his/her appointment time, m’ship/room number, treatment price and the type of treatment
• - The hotel guests and members are thanked and wished, a pleasant day