In Room Dining Experience
o Answer the phone before the fourth ring 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 Give the guest your undivided attention at all times o Engage with the guest by speaking in a cheerful, friendly and calm voice 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 at the end of the call
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