It would be extremely difficult for the Purser’s office to function without the telephone and is used for a great deal of guest contact.
As the guests is unable to see you, it is very important to be conscious of providing excellent guest service.
ANSWERING THE TELEPHONE
The telephone should be answered as quickly as possible, within 3 rings, and should be answered with the greeting “Good morning (afternoon/evening), Purser’s Information Desk (your name) speaking.
GIVE THE CALLER YOUR FULL ATTENTION
The guest will interpret any distractions on your part as indifference. Consequently, it is vitally important to give your full attention to the caller and not attempt to do more than one thing at once.
ASKING GUESTS TO HOLD
Sometimes you will be required to ask a caller to hold, especially if you are on the window and already involved with another guest.
If you need to put a guest on hold, first ask the caller politely if they are able to do so and wait for them to reply. As well as being an act of courtesy there may be an emergency and they are unable to wait. Return to the guest on hold as soon as you have completed serving the guest at the desk.
SMILE WHILE YOU ARE TALKING ON THE TELEPHONE?
If you are smiling, the caller will hear the following:
You sound happy – Guests are likely to feel and react as if they are happy too, making them easier to assist.
You sound as if you like what you are doing – When you like what you are doing, the guest feels more at ease speaking with you.
You sound as if you like the guest – It sounds as if you are talking to the guest instead of at them.
USE THE GUEST’S NAME
If the phone call is becoming extensive or involving account information, take the opportunity to use the information on the telephone display and address them personally.
CLOSING THE CONVERSATION
Always thank the guest for calling and let the guest hang up first.
This is a simple courtesy, as well as giving the guest a final opportunity to add something.
