TELEPHONE BUILDING SKILLS

(Batch A:- 24.09.2013, Batch B:- 23.09.2013)

Regardless to whom you talk with over the telephone its essential that you
make a positive impression. Answering the telephone is an opportunity for
you to portray a professional image as well as a positive image for the
property. During any business telephone conversation you should.
1. Smile even though you are on the telephone :- When you smile
you automatically improve your vocal quality. You will sound pleasant &
interested.
2. Sit or stand up straight:- By sitting or standing up straight youll be
more alert & pay better attention to what being said.
3. Use a low voice pitch :- A low voice pitch will make you sound more
mature.
4. Match your speaking rate to the callers :- Let the caller set the
tempo of the conversation. Eg:- If the guest is in HURRY, in that case
you should provide information quickly.
5. Avoid Extremes in volumes:- If you speak too loudly you make
sound rude. If you speak too soft you make sound uncertain.
6. Avoid Expressions Such as UH-HUM & YEAH :- Such
expression make the speaker sound indifferent & uninterested.
Front Office staff often take phone messages for other employees or
guest. Most Front Office often have a standard telephone message
form. If you answer the phone its important that you listen carefully &
take the accurate written notes while speaking with the caller. When
you take a telephone message be sure to take the following
information : Date
Time of the call
Name of the person being called
Callers full Name
Callers Deptt (if the call is internal)
Callers Company (if appropriate)
Callers telephone number (along with code)
The actual message (do not abbreviate, provide full message)
NOTE :1. Avoid the word HELLO.
2. Greet the guest properly
3. Keep the conversation short & up to the point.
4. Hold the telephone in the left hand & keep the right hand free to
take down the note, or vise-versa. Always keep a pencil & note
book ready.

RESERVATION SLIP
(Batch A:- 01.10.2013, Batch B:- 30.09.2013)
It is a slip which is used for filling the guest details before arriving in the
HOTEL. This slip helps in making guest reservation, FIRST STAGE OF GUEST CYCLE
(PRE ARRIVAL).All the necessary information is filled accordingly as per the form attached
(LEFT SIDE).
FLT :- Flight details
Remarks/special instructions :- If guest want/request any specific thing like :- wake up call,
morning tea (Mentioned in this section).
Billing Instructions: - Mode of Payment is to be mentioned (Cash, Credit Card or BTC).