Good [time of day], thank you for calling Trump International Hotel & Tower Toronto, this is [you...

1. Take Message: IF NAME=1: Mr./Ms. [guest name], unfortunately there is no answer at that extension. Would you like to be connected to voicemail? IF NAME=0: Thank you for holding. Unfortunately there is no answer at that extension. Would you like to be connected to voicemail? *** NAME ___________________ TEL _____________________ MESSAGE __________________________ NOTE: if caller requests, rep may provide General Info from Lefthand side. *** 1. ____ = our Reservations department 2. ____ = STOCK Restaurant 3. ____ = SUITS Lobby Lounge 4. ____ = Quartz Crystal Spa 5. ____ = our Special Events department 6-A. ____ = Quartz Crystal Spa 6-B. ____ = our Gift department 7. ____ = our Real Estate department 9. ____ = someone who can help you

1.1. If voicemail: Absolutely. Please allow me to connect you. Have a wonderful day. If guest declines leaving a message: Please allow me to provide you with the direct line to call at a later time. [provide info] Thank you for phoning. Have a wonderful day. *** On the screen: NAME ___________________ TEL _____________________ MESSAGE __________________________ ACTION TAKEN __________________________ (option for rep to leave a note AFTER transfer, i.e. John wanted lunch reservations, no answer at STOCK, transferred to STOCK voicemail)

2. 2. STOCK Restaurant (meal reservations, Brunch)

2.1. M-Th 7a-10p; F-Sa 7a-11p; Su 7a-9p

2.2. All Other Times

3. 1. Hotel Reservations / Guest Inquiries

4. 3. SUITS Lobby Lounge (Choc. Fondue, Amber liquor)

4.1. M-Sa 3p-10p?

4.2. All Other Times

5. 4. Quartz Crystal Spa

5.1. M-Sa 8a-9p; Su 8a-6p

5.2. All Other Times

6. 7. Real Estate Purchase / Inquiry

6.1. M-F 9a-5p

6.2. All Other Times

7. 5. Events/Banquets/Weddings/Corporate

7.1. M-F 9a-5p

7.2. All Other Times

8. Specific Person/Dept. (Security, Marketing, etc)

8.1. 11. Specific Person

8.2. 10. Department

8.2.1. Attache

8.2.2. Banquets

8.2.3. Catering Sales

8.2.4. Concierge

8.2.5. Engineering

8.2.6. Executive Office

8.2.6.1. Trump Hotel

8.2.6.2. Talon Development (Residences)

8.2.6.3. Talon Luxury Collection (STOCK, SUITS, Quartz)

8.2.7. Finance

8.2.7.1. Trump Hotel

8.2.7.2. Talon Development (Residences)

8.2.7.3. Talon Luxury Collection (STOCK, SUITS, Quartz)

8.2.8. Front Office/Front Desk

8.2.9. Housekeeping

8.2.10. Human Resources

8.2.11. Information Technology

8.2.12. In-Room Dining

8.2.13. Kitchen

8.2.14. Owner Services

8.2.15. Purchasing/Receiving

8.2.16. Marketing/Advertising

8.2.16.1. Trump Hotel

8.2.16.2. Talon Development (Residences)

8.2.16.3. Talon Luxury Collection (STOCK, SUITS, Quartz)

8.2.17. Security

8.2.18. Valet Office

9. 8. COMPLAINT - Unhappy Guest

10. 9. All Other Calls

11. 6. Gifts/Gift Cards/Gift Collection

11.1. For STOCK/SUITS/Chocolate Lab?

11.1.1. 6-B. M-F 9a-5p?

11.1.2. 6-C. M-F 7a-9a/5p-10pm; Sa 7a-11p; S 7a-9p

11.1.3. 6-D. All Other Times

11.2. 6-A. For Quartz Crystal Spa?

11.2.1. M-Sa 8a-9p; Su 8a-6p?

11.2.2. All Other Times

12. Request Caller Info: IF NAME=0 (whether NUMBER is 1 or 0): Absolutely. May I have your name and telephone number in the event that we are disconnected? [record info] Thank you, Mr./Ms. [guest name] It is my pleasure to connect you to __________. [department] IF NAME=1 & NUMBER=0: Absolutely, Mr./Ms. [guest name]. May I have your telephone number in case we are disconnected? [record info] Thank you. It is my pleasure to connect you to __________. [department] IF NAME=1 & NUMBER=1: Absolutely, Mr./Ms. [guest name]. In case we are disconnected, may I confirm your telephone number is _________? [record info] Thank you. It is my pleasure to connect you to __________. [department] *** The guest will likely respond with "Thank you" in which case reps will give a verbal acknowledgement before transferring the call: "You're welcome", or "My pleasure" *** On the screen: NAME ___________________ TEL _____________________ MESSAGE __________________________ *** 1. ____ = our Reservations department 2. ____ = STOCK Restaurant 3. ____ = SUITS Lobby Lounge 4. ____ = Quartz Crystal Spa 5. ____ = our Special Events department 6-A. ____ = Quartz Crystal Spa 6-D. ____ = our Gift department 7. ____ = our Real Estate department 8. ____ = someone who can help you 9. ____ = someone who can help you 10. ____ = <department name> 11. ____ = <individual's name>

12.1. Unable to reach person to whom the call is to be patched

12.2. Supervised transfer

13. Take Message: IF NAME=0 (whether NUBMER is 1 or 0): Thank you. Unfortunately __________ [department] is closed. May I offer to take a message with your name and telephone number? Thank you, Mr./Ms. [guest name] IF NAME=1 & NUMBER=0: Thank you, Mr./Ms. [guest name]. Unfortunately __________ [department] is closed. May I offer to take a message and your calllback number? IF NAME=1 & NUMBER=1: Thank you, Mr./Ms. [guest name]. Unfortunately __________ [department] is closed. May I offer to take a message? *** If guests declines leaving a message: Alternatively, I can provide you with the direct line to call at a later time, or can connect you now to voicemail. *** NAME ___________________ TEL _____________________ MESSAGE __________________________ ACTION TAKEN __________________________ (option for rep to leave a note AFTER transfer, i.e. John wanted lunch reservations, STOCK was closed, provided direct line) NOTE: if caller requests, rep may provide General Info from Lefthand side, or call may be patched through to voicemail. *** 2. ____ = STOCK Restaurant 3. ____ = SUITS Lobby Lounge 4. ____ = Quartz Crystal Spa 5. ____ = our Special Events department 6-A. ____ = Quartz Crystal Spa 6-B. ____ = our Gift department 6-C. ____ = STOCK Restaurant 7. ____ = our Real Estate department

14. Place caller on hold, connect to someone at Trump. IF NAME=1: Good afternoon, I have Mr./Ms [guest name] on the phone who would like to _______ [call reason], may I transfer the call to you? IF NAME=0: Good afternoon, I have a guest on the phone who would like to _______ [call reason], may I transfer the call to you? *** On the screen: NAME ___________________ TEL _____________________ MESSAGE __________________________ ACTION TAKEN __________________________ (option for rep to leave a note AFTER transfer, i.e. Transferred to Carly at STOCK, etc)

14.1. Connect caller. Do not return to the caller or stay on the line.