PHONE ANSWERING PROCEDURES VISION: To ensure consistency in phone answering procedures throughout the company. A process that when executed properly, can differentiate us from the competition. Brevity and clarity are essential. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-55 EFFECTIVE DATE: 9/13/04 DATE REVISED: 9/13/04 Page 201 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success PROCEDURE: Hit a Phone Run Ensure associates are answering the phone with enthusiasm and a smile. All connections must reflect sincerity, warmth and clarity. External Call (Good Morning, Good Afternoon, Evening) “Sheraton Atlantic Beach, Randy speaking” Connection (External/Internal) “My Pleasure” Internal Call “Good Morning, Housekeeping. Randy speaking” Connection “My Pleasure” Holidays “Happy Holidays. Water Club. This is Steve”
PHONE ANSWERING PROCEDURES VISION: To ensure consistency in phone answering procedures throughout the company. A process that when executed properly, can differentiate us from the competition. Brevity and clarity are essential. TEAM PLAYERS: FRONT OFFICE MOVE #: FO-SOP-55 EFFECTIVE DATE: 9/13/04 DATE REVISED: 9/13/04 Page 202 of 202 M.O.V.E.S. Managing Operating Visions Ensuring Success Connection “My pleasure” Special Occasion “Happy Mother’s Day. Holiday Inn Rocky Mount. This is Randy Speaking” Connection “My pleasure”