Problem Resolution
o Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds. o If calls are placed on hold, ask permission before doing so, and thank the guest for waiting. o If a call is transferred, make a polite comment before you connect the guest. o If you know or can see the guest’s name, and you feel comfortable saying it, use their name once or twice during the conversation, especially when you end the conversation. o If a guest must wait for you, or if you are interrupted while serving a guest, try to make it less than one minute, and always apologize for any delay.
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