Rooms and Related Service ExpressTEL Telephone ServicesObjectiveIn this training module, you will learn: Telephone General Guidelines Important Communication Skills Important Knowledge for Telephone Services Telephone Courtesy Guidelines Guidelines for Answering Telephones Telephone Use Messaging Wake-up Calls Use of Galaxy PMS as computerized supportPerformance ExpectationTo be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer.Additional ResourcesWestin Brand StandardsHotelEXPERT Users ManualGalaxy Operators Users ManualTimingFirst two weeks of trainingWhy I Need To Know ThisAs a Service Express team member, you are one of the most integral members of the hotel. The Service Express department is the area of the hotel where many of our guests first experience The Westin Diplomat Resort & Spa service and where their final and lasting impressions will be formed. Telephone calls are one of the first points of contact a guest will have with The Westin Diplomat. Since Service Express is the “One call That Does All” you need to learn how the Telephone system can be utilized as one of the most powerful tools. Once you have learned about proper telephone usage, you will be able provide the guests the following benefits: Easy-to-use, friendly service; Improved response time; One point of contact; Access to information regarding all hotel services; Pro-active resolution of guest needs and problems; and Personal preference tracking capability.GENERAL GUIDELINESThe goal of Westin Hotels & Resorts is to provide our guests with superior quality service on a consistent, company-wide basis, in person and on the telephone. This attention to service will be the distinguishing factor to set Westin above the competition and help determine the success of the hotel and the people working in it.The personal encounter between the associate, and the guest is the hinge upon which the hotels future swings. When the associate answers the phone, the guests perception is that the associate is Westin Hotels & Resorts. How each telephone interaction is handled will influence the guests perception of the hotel and his/her desire to use a Westin hotel now and in the future.Since our guests first impression of our facilities often develops from their initial contact with us over the telephone, when we handle phone calls, whether they are from guests, purveyors, or our own people, we must always remain as positive and as helpful as possible. Never underestimate the importance of this part of the job. Following Westins telephone policies will help our associates develop tools and skills to provide outstanding, professional telephone service to each caller.Westin Hotels & Resorts aims to provide 100% guest satisfaction, and telephone service is one method of ensuring our goals. The telephone not only allows guests to request information and services from us, but also allows us to make our guests experiences at Westin positive.Furthermore, a telephone call can help turn a negative guest situation into a positive experience. When a guest has had a problem with the hotel, the first step in resolving the problem is to call the guest personally. This effort demonstrates the hotels concern to the unsatisfied guest. The immediate attention indicates the hotels commitment to excellent service and shows that we possess a sense of urgency and a commitment to resolving the problem.IMPORTANT COMMUNICATION SKILLS TEL 1 01/01/02The Service Express Telephone Ambassador has one of the most important roles to play in the success of the resort. The main responsibilities are answering calls from outside of the resort and directing callers to the appropriate extensions and answering calls from within the resort, providing accurate information to guests and fellow ambassadors. In order to provide outstanding, professional telephone service to callers it is vital that the Service Express Telephone Ambassador display superior communication skills. STANDARDAll calls originating from outside of the hotel as well as from within the hotel shall be answered in a professional and courteous manner. All calls are answered within three rings.PROCEDURE1.Always remember that all telephone calls are important; it does not matter who is calling.2.Speak slowly and clearly in a polite, business-like manner.3.Not use slang or industry jargon while describing our services4.Know our services and products as though they are second nature.5.Maintain a positive attitude and tone that displays genuine concern.6.Stay relaxednot too formal, but professional!7.Make guests feel important (practice confidence with humility).8.Remain patient if asked to repeat something.9.Listen carefully.10.Smile while s