Question

Which is the correct statement related to keeping a caller on hold?

• A. Inform the guest, “I'll be right back” and hang up.
• B. Ask the guest to call after some time.
• C. Seek the guest's permission before putting him on hold.
• D. Put the guest on hold immediately to save time.
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Hint:

Never leave a guest on hold for more than 30 to 45 seconds without checking back to provide an update and ask if they wish to continue waiting.

Answer 1

The Correct Option is C

Step 1: Principles of Telephone Etiquette:
In front office operations, phone calls represent a critical channel of guest interaction. Professional telephone etiquette requires courtesy, clarity, and attentiveness.

Step 2: Evaluating Hold SOPs (Standard Operating Procedures):

• Option (A) hanging up or Option (D) putting a guest on hold abruptly without context is discourteous and highly unprofessional.
• Option (B) dismissing the guest by asking them to call back later shows poor service and lack of initiative.
• Option (C) outlines the correct protocol: always ask for the caller's permission before placing them on hold (e.g., “Sir/Ma'am, may I place your call on hold for a moment while I retrieve your reservation details?”), wait for their verbal confirmation, and thank them once you return.