If you're looking for a Standard Operating Procedure (SOP) for hotel communication over the phone, it typically includes:

1. **Answering Calls:**

   - Greet the caller with a standard welcome.

   - Identify yourself and the hotel.

   - Be polite and professional.

2. **Handling Inquiries:**

   - Provide information about room availability, rates, and amenities.

   - Answer questions about hotel services and policies.

3. **Reservations:**

   - Assist with booking or modifying reservations.

   - Confirm reservation details.

4. **Guest Requests:**

   - Handle guest requests promptly and efficiently.

   - Coordinate with relevant departments for special requests.

5. **Complaints:**

   - Listen actively to guest concerns.

   - Apologize for any inconvenience and offer solutions.

6. **Transferring Calls:**

   - Properly transfer calls to the appropriate department or person.

7. **Message Handling:**

   - Accurately record and deliver messages to guests or staff.

8. **Emergency Procedures:**

   - Follow established protocols for emergencies.

   - Provide clear instructions to guests if necessary.

9. **Courtesy Calls:**

   - Conduct courtesy calls to ensure guest satisfaction.

10. **Closing Calls:**

    - Thank the caller for choosing the hotel.

    - Offer assistance for any additional needs.

Remember to tailor these steps to your hotel's specific policies and procedures. Communication should always be clear, professional, and focused on providing excellent service to guests.