ENGLISH FOR HOTEL ACCOMODATION

“TELEPHONING”

By:

1. Kadek Lisa Maria Utami (1812021031)

2. Luh Dina Karisma Dewi (1812021064)
3. Kadek Dwi Dharmapatni Rahendra (1812021078)
4. Ni Made Anggreoni Desyantaningsih (1812021243)

ENGLISH LANGUAGE EDUCATION

ART AND LANGUAGES FACULTY
GANESHA UNIVERSITY OF EDUCATION
2021
 TABLE OF CONTENT
INTRODUCTION .............................................................................................. 1
HANDLING INCOMING CALLS ......................................................................... 2
TAKING TELEPHONE MESSAGE ...................................................................... 4
LEAVING TELEPHONE MESSAGE .................................................................... 5
HANDLING OUTGOING CALLS ........................................................................ 7
USEFUL EXPRESSIONS .................................................................................... 9
CONVERSATION IN CONTEXT ....................................................................... 14
SUMMARY .................................................................................................... 16
Referances .................................................................................................... 19
 I. INTRODUCTION
There are many fields are involved in hotel industries, one of them
is front office department. It is basically known as the centre of activity in
hotel operation. Besides, it is one of the first and often last points of the
contact with a hotel guest. In front office department, it is also divided into
several sections. One of the sections that play a significant role is
telephone operator. As what is explained on http://www.learndirect-
advice.co.uk/, telephone operators are those who also known as
switchboard operators whose responsible are answering incoming calls,
direct callers to the appropriate person or department, and outgoing calls,
where internal staff have difficulties in obtaining a number. Moreover,
telephone operator stated on http://www.thefreedictionary.com/, is
someone who helps callers get the person they are calling. Considering
those definitions, it can be concluded that telephone operator is a section
in Front Office department that has responsibilities to connect and answer
the telephone from incoming calls, staff calls, and room calls.
So, in hotel industries, what is meant by telephoning or telephone
handling? Similar to the previous explanation, it is an activity or services
that offer by the hotel staff, telephone operator particularly in handling
internal calls, local, and long distance calls for the in-house guests and
staff. In addition, other things that are dealt in telephone handling are
providing hotel information, taking guest messages, providing paging
requests, and many others. All of the job in hotel industries cannot go
successfully without telephone operator or good telephone handling skills.
Therefore, telephone operator should be able to operate the duties and
responsibilities quickly, friendly, and politely.

1
 Based on the explanation above, this paper is discussing about
telephoning of telephone handling in hotel industries. There will be some
points are covered. They are handling incoming calls, taking and leaving
telephone messages, handling outgoing calls, some useful expression in
telephone handling, and example of conversation in context.

II. HANDLING INCOMING CALLS

Handling call is a very important skill for front office staff. A hotel
with front office staff with proper phone etiquettes will make it easier to
achieve success (Ramirez, 2016). It is one of the crucial things for hotel
success. The way the receptionist handles the incoming call impact the
caller or guest's impression of the hotel. Moreover, someone does the call
to gain the information that they need. Thus, it is very important to make
sure that the front office staff can give the information that the caller or
guest needs clearly. There are some etiquettes in handling the incoming
call, according to Shirke (2016), as follows.
1. Always be prepared, having a pen or pencil and a small note to
write down the information.
2. The phone call should be answered within three rings.
3. Answer the call with the appropriate greeting.
4. Speaking in a slowly, clearly, and concisely.
5. If it is an internal call, make sure to tell your name first, following
with your department and how you can help them.
- For example: Good morning. Ms Patterson, front desk is
speaking, how may I help you?
6. If it is an external call, make sure to tell the hotel's name and always
discover the caller's name by asking, "Who am I speaking with?"

2
 - For example: Good morning. Liberty Hotel. This is Ms Patterson.
How may I assist you?
7. Showing that you are listening to the caller while talking for quite a
long time is important during the call. Hence, you can respond to
the caller such as "yes", "ok", "I understand" to show your
eagerness in listening to them. If you keep silent in the middle of a
long discussion, it makes the caller get confused whether you are
still on line or not.
8. Always ask the caller permission first and tell the reason when you
need to check a detail that causes you to place the caller on hold.
Additionally, do not put the caller on hold for a long time.
- For example, Ms Swift, may I place you on hold while checking
with our Food & Beverage team?
9. If you pick up the phone that is intended for someone else, do not
tell the caller that you do not know the person they are referring to
or that you are not sure whether the person is available or not. You
better tell him that you will call him back after locating him. If you
cannot find the person the caller wants to talk with, you should
offer the caller to receive any message on that person's behalf. On
the other hand, if you know when the person will be available, then
you can suggest the caller call that person.
Therefore, those are some phone etiquettes that the receptionist or
front office hotel should know while handling the incoming call. The staffs
who are aware and apply those etiquettes in handling the incoming call are
expected to create a good impression about hotel services to callers or
guests. And it leads the hotel into success.

3
 III. TAKING TELEPHONE MESSAGE

There is a condition where sometimes the caller does not succeed

in contacting the person they want to talk to. As the person who picks up
the telephone, the front office staff must tell the caller that the person she
or he refers to is unavailable by giving a certain reason (Rahasia Rumus
Pendidikan, 2020). For example, you can tell that the person is in a
meeting, so they cannot talk, or you can say, "I am sorry, Mr. Smith is in a
meeting at this moment." After telling that person is unavailable, then as
the person who picks the call, you might ask the caller whether she or he
wants to leave a message for that person or not. For example, you can say,
"Would you like to leave a message?".

While answering the phone, it is vital to listen carefully to the caller

and write down the notes while speaking with the caller. While taking a
telephone message, make sure to write down the following information
(Set Up My Hotel, n.d.) as follows.

• Date and time of the call.

• Name of person that is being called.
• Caller’s full name.
• Caller’s department (if the call is an internal call).
• Caller’s company.
• Caller’s telephone number ( also with area code, if needed).
• Message (do not abbreviate the message, provide a full message).

In conclusion, there is a situation in which the caller cannot reach

the person that they want to talk with, so the person that picks the call or
the front office staff have to tell the caller that person is unavailable at that

4
time by providing a specific reason. Moreover, the front office staff also
have to ask the caller whether they want to leave a message for that
person. There are some information that the front office staff should write
down while taking a telephone message, namely: date and time of the call,
name of the person that is called, caller’s full name, caller’s department (if
the call is internal call), caller’s company, caller’s telephone number, and
the message without abbreviate the message or the staff have to write
down the entire message.

IV. LEAVING TELEPHONE MESSAGE

Telephoning is a common thing that has become part of our life. In

the working industry it is essential for us to know how to handle the guest
through telephone. A staff has to know the language choice and rule in
greeting the guest by telephoning. Leaving a telephone message is the
expression used when we are unable to contact the intended person.
Instead, we leave a message on the phone to the person we contact.
Several steps how to leave telephone message properly:
a. Think it through first
First thing you have to do is always think about what you want to
share before making a call. Think about the points you want to
address with the person you are calling. It is essential to know our

5
 purpose and reason while leaving a message through the
telephone. We have to be concise so that our voicemail states our
purpose for calling and doesn’t waste anyone’s time.
b. Introduce yourself
When begin the conversation through telephone, make sure to
introduce yourself clearly. By telling who you are and mentioning
your purpose so that the person or business knows who is calling
right away. For example, “Hello, this Andra’s speaking, may I speak
to Mr.Jones?.” Besides that, don’t forget to greet the person on the
telephone. For example, by saying “Good Morning,” “Good
afternoon.” Then it is better to avoid saying “Hey it’s me”. This
phrase refers to the impolite greeting. Moreover, make sure you
know how to say the name of the person you are calling.
c. Speak slowly and clearly
In doing a conversation through telephone especially with the
customers, be sure to speak slowly and clearly. It is because, if you
speak too fast, the person who you are calling might not
understand your message. Related to this, it is incredibly important
to remember when you are mentioning your specific information
such as name and message. As a speaker who wants to leave a
message, you must consider about speed of your voice and tone.
Mentioning the message slowly and telling your purpose clearly
would be better to make the person who you are calling understand
and get the point of your message easily. Then as a person who
received the message, if necessary it would be better to take a note
on every message delivered by someone on the telephone to make
us able to remember the message so that we don’t miss any detail
of information.

6
 d. Make sure your voice details are clear
Like any professional business communication, make sure the last
item you leave your info is detailed. If necessary, repeat at least
twice during your voicemail. Then if you mention a telephone
number, pause in your speech in order to give the listener a chance
to catch up and not miss any detail. Example, 0-8-1 pause 3-3-7.
Besides that, if you leave an email address, make sure you spell it
out to clarify the letters for example “D” for “Delta” in order to
make sure the person on the telephone didn’t get the wrong
message. So that, a detailed and clear information is essential for us
to focus on while leaving the message through the telephone.
e. End the voicemail professionally
In ending the voicemail, it is better if you can end it professionally.
For example, “I look forward to hearing from you” or “Can’t wait to
talk with you”. It will leave a warm impression on your voicemail
message.

V. HANDLING OUTGOING CALLS

Outgoing call is the conversation between staff and guest inside the
hotel who want to make an outgoing call. Creating a professional image
through the telephone is important especially in the tourism industry. As a
telephone operator in the hotel has to be able to answer and handle

7
incoming and outgoing calls friendly, accurately, and quickly. He/she
should have a good communication skills in order to make the conversation
run well. Relating to this, speaking slowly and clearly is a must for a staff in
handling the guest through telephone. It can build trust between the guest
and also staff. Moreover, here are five steps on how to handle outgoing
telephone calls.
a. Prepare for the call
Telephone operator must prepare a phone number to be contacted
via teleguide, telephone directory or personal list.
b. Prepare notes for necessary topics or discussion before making a
call in order to avoid unnecessary conversation. It is very essential
you have to consider the scenario first before doing the call.
c. Make a call
Make a call and wait for the dial tone. If the number dialed is
wrong, do not forget to say sorry.
d. Identify yourself properly and state your purpose.
Telephone operator should speak directly into the telephone. Then
use reflective phrases and polite words.
e. Terminate the call
Conveying an appropriate greeting helps to build a friendly rapport
with a guest or customer. A telephone operator should thank the
customer by using their name and say goodbye politely at the end
of each conversation. It is really crucial to leave a good impression
on the customers. For example by saying, “Thank you Sir, good bye
and have a nice day.”

8
 VI. USEFUL EXPRESSIONS
Telephoning is the other way to get some information about
something in many contexts. In tourism, especially hotel accommodation,
lots of things can be done through telephoning. That's why the hotel staff
have to have a good ability in telephoning to give an excellent impression
to the customer. The expression used in this context has to be clear, polite,
and informative. Here are some helpful phrases that can be used in
telephoning.
A. Handling Incoming Calls
Telephoning is all about incoming and outgoing calls. The
expression used when handling an incoming call will give the customer
the first impression and influence the rest of the call. This is why
handling incoming calls need to use the appropriate expression, and
here are some phrasess that can be used to handle incoming calls.
1. Answering the phone
In answering the phone, a greeting is the first thing that
must be done and followed by an introduction. As a hotel staff,
the introduction contains the introduction of the company and the
speaker's introduction. The expression that can be used to answer
the phone is as follows.
- Hello, good morning. Here is Sari Amertha Hotel, and this is
Patni. How may I help you?
- Good afternoon. This is Sentanu Hotel, and Yoga is speaking. Is
that something I can do for you?
2. Getting the name of the caller
Getting the caller's name is essential to know the caller's
identity and validate the conversation on the phone calls or the

9
 customers' requests. Here are some expressions that can be used
to get the name of the caller.
- May I ask who is calling?
- May I know who is speaking?
- Who am I speaking with?
- May I have your name, please?
3. Responding to a caller request
After the caller requests or asks something that is two answers
available, those are yes or no, following the explanation. Here are
some expressions that can be used in this context.
- Yes, sure, let me check it for you.
- Sure, let me check on that.
- Sure, I will see if it is available.
- Sure, one moment, please.
- Sorry, Sir. There is no room available for tomorrow.
- My bad Ma'am, Mr. Hendrik is having a meeting at that time.
- I am sorry. I could not find the reservation in that name.
4. Asking someone to wait on the line
While checking or processing the caller's request, asking them
to wait in line is the best way to connect it directly after their
request is done. Here is the expression that can be used in this
situation.
- Do you mind holding while I check on that?
- Do you mind waiting while I handle that for you?
- Do you mind holding while I check to see if it is available?
- Can I put you hold the call for a minute?
5. Dealing with bad connections

10
 To connect with someone through a phone call, it needs
connections that will make it connected. Telephoning can be
troubled by a bad connection which disturbs the communication
and makes it unclear. Here is some expression that can be used in
dealing with a bad connection.
- I am sorry, I think we have a bad connection. Could you speak
a little louder, please?
- I think we have a bad connection. Could you give me your
number and I will call you right back?
- I am sorry, could you repeat that please?
6. Dealing with wrong numbers
Connected by telephoning is needed a number to be the
identity to differentiate one from another. If it is one digit
different from the number that will be called, it will be connected
to another telephone connection. Calling a wrong number is
possible if the caller is less focused, and it is a common thing
nowadays. Here is some expression that can be used in dealing
with wrong numbers.
- I am sorry, Sir. You have the wrong number.
- I am sorry, this is The Tukad Hotel, and I think you have the
wrong number.
- I am sorry, did you mean Erlangga Hotel? This is Airlangga
Hotel. I think you misheard the company's name while
searching for the telephone numbers.
7. Ending the call
After all the requests and questions have been made and
answered, this is the time to end the call. The ending of the call
also can give an impression to the caller. To end a phone call,

11
 make sure if the caller does not need anything else, and all their
needs in calling are fulfilled. Ending the call is usually added by
leave-taking. This is some expression that can be used in ending
the incoming call.
- Is there anything else I can do for you? Okay, thanks for calling.
Have a good day.
- Is there anything else I can do to help you? Okay, have a great
day.
B. Taking and Leaving Telephone Message
A telephone message is needed when the caller would have to
communicate with or have a business not available. A message also
can be used if someone has things that the caller is not available there,
so the caller leaves a message about what should be done with the
items. There are taking and leaving a telephone message in the
telephone context, and here is the expression that can be used in each
context.
1. Taking a telephone message
- He/she is not available right now. Would you like to leave a
message?
- He/she is out of the office. Can I take a message?
- Is there anything I have to do if the package has arrived?
- Is there any message that I should give at the same time as the
package?
2. Leaving a telephone message
- Can I leave a message for him/her?
- Could you tell him/her to call me back directly when he/she is
available?
- Can you tell him that I called, please?

12
 - Okay, thanks. I will call back later.
- I would like to leave him a message.
C. Handling Outgoing Calls
1. Introducing yourself
An introduction is needed to identify the caller's background
and also track for their needs afterward. The introduction usually
starts by greeting and then introducing the caller and continues
with the caller's request. The standard introduction in telephoning
usually contains by name and company or department name, while
other information will be given by request if needed. Here is some
expression that can be used in the introduction while handling
outgoing calls.
- Good morning. This is Patni at Sari Amertha Hotel. Could I
speak to ………….., please?
- Good afternoon, this is Winda from the Finance Department. I
am calling to ask the financial management in this hotel.
- Hello, this is Putu. I would like to make a full-day reservation
for this weekend.
2. Ending the call
In ending an outgoing call, the caller must ensure that all the
needs are fulfilled and all the questions have been answered. There
will be gratitude to ending the call and followed by leave-taking.
Here are some expressions that can be used in ending an outgoing
call.
- I think that’s all I need. Thank you very much. Have a great
day.
- I appreciate your help. Have a good day.
- Thank you for answering my question. Have a great day.

13
 VII. CONVERSATION IN CONTEXT
A. Handling customer’s incoming call
Customer : Hello, good morning.
Receptionist : Good morning. Here is Lotus Hotel, and this is
Putu. How may I help you?
Customer : I already booked some rooms for this weekend on
the website you provide on social media. Can you
check that, please? I would like to know what time I
can check in and how many people are allowed in a
room.
Receptionist : Sure, may I have your name please? I also need
the name and the code of the reservation.
Customer : I am Linda Ananda, and the reservation is under
my name. For the code of the reservation is
1330507.
Receptionist : Okay, Ma’am, let me check it for you. Do you mind
holding while I check on that?
Customer : Yes, sure
After a while…
Receptionist : Hello, Ma'am. Sorry to keep you waiting. I found
that you booked three rooms with double beds. It is
a family room type, and you can bring six people
maximum for every room, but we only provide four
packages of breakfasts for each room. And the
check-in time is started at twelve until two o'clock
in the afternoon.

14
 Customer : Yet, can I order something for breakfast besides
the breakfast package that was provided? I would
like to order for the rest of my family.
Receptionist : Sure, Ma’am. You can order other food in our
hotel’s restaurant.
Customer : Okay, thank you so much for the information. I will
come around at one in the afternoon with my
family.
Receptionist : My pleasure. Is there anything else I can help you?
Customer : No, it's enough. Thank you.
Receptionist : Thank you for calling, and have a nice day, Ma'am.
Customer : Have a nice day.

B. Handling outgoing call

Receptionist : Good afternoon, this is Tia from the front office of
Yowana Hotel. This is Mrs. Kristina from room
number 088?
Customer : Yes, I am. Is there anything that happens?
Receptionist : No, Ma'am. I am calling to confirm whether you
ordered a package that uses our hotel as the
destination because just arrived one package under
your name and your room number.
Customer : Oh yeah, I am sorry I forgot if I ordered something
important for my work tonight. But I am still outside
the hotel right now. Could you keep the package in
the front office for me, please? I will take it before
seven in the evening.

15
 Receptionist : Sure, Ma'am. Is there anything I have to do with
the package?
Customer : I am sorry. I think I have a bad connection. Could
you repeat that, please?
Receptionist : Yeah, I just asked is there anything I have to do
with the package?
Customer : Oow, you have to keep it from hot temperature
and be careful with it because it is fragile.
Receptionist : Okay, Ma'am. I will keep it for you, and you can
take it after you arrive at the hotel in the front
office.
Customer : Thank you so much, I do appreciate what you do,
and I love the hotel's services.
Receptionist : My pleasure Ma’am. Have a great day.

VIII. SUMMARY
Some fields are involved in the hotel industry, one of them is the
front office department. It is one of the first and often last points of
contact with hotel guests. There are several sections in the front office
department. One of the sections that play a significant role is telephone
operator. It is a section in the Front Office department that has
responsibilities to connect and answer the telephone from incoming calls,
staff calls, and room calls. However, the focus of this paper handling
incoming calls, taking and leaving telephone messages, handling outgoing
calls, some useful expression in telephone handling, and example of
conversation in context
In handling incoming calls, there are some etiquettes need to be
considered according to Shirke (2016); well-prepared, answer call within

16
three rings, using appropriate greetings, considering speech intonation,
mentioning name and department in answering internal call, mentioning
hotel name and discover the caller's name in answering external call,
showing good attention while telephoning, ask permission and give
confirmation when holding a call, professional confirmation when picking
phone for someone else. These etiquettes need to be applied by telephone
operator in handling the incoming call and are expected to create a good
impression about hotel services to callers or guests.
Besides handling incoming calls, telephone operator also has
responsibility to take and leave messages. In taking telephone messages,
telephone operator should be able to ask callers whether she or he wants
to leave a message for the person or not when the caller does not succeed
in contacting the person they intended to. Some information needs to be
noted while taking a telephone message according to (Set Up My Hotel,
n.d.). They are date and time of the call, name of person that being called,
caller’s full name, caller’s department (if the call is internal call), caller’s
company, caller’s telephone number ( also with area code, if needed), and
message (do not abbreviate the message, provide a full message).
Meanwhile, leaving messages is the expression used when we are unable
to contact the intended person. Instead, we leave a message on the phone
to the person we contact. Several steps to leave a telephone message
properly such as think it through first, introduce yourself, speak slowly and
clearly, make sure your voice details are clear, and end the voicemail
professionally.
Handling outgoing calls are conversations between staff and guests
inside the hotel who want to make an outgoing call. There are five steps in
handling outgoing telephone calls. They are preparing for the call,
preparing notes for necessary topics or discussion before making a call,

17
making a call, identifying yourself properly and stating your purpose, and
terminating the call. By following those steps help create a professional
image and build trust between the guest and also staff.
There are some things that basically need to be applied in handling
calls, taking and leaving messages, and in handling outgoing calls. They are
warm greetings, brief self-introduction or company name, asking the
caller's name, good service of requested things from the guests or callers,
good communication skill of some problem possibilities, and good closing
or ending calls.

18
 References

Rahasia Rumus Pendidikan (2020, February 9). Materi taking and leaving

simple telephone message dan pola dialognya.

Rahasiarumuspendidikan.blogspot.com.

https://rahasiarumuspendidikan.blogspot.com/2020/02/materi-

taking-and-leaving-simple.html

Ramirez, N. (2016, July 8). Receptionist etiquette tips: how to answer

telephone calls in a hotel. Courteouscom.com.

https://courteouscom.com/blog/hotel-telephone-calls/

Set Up My Hotel. (n.d.). How to build telephone skills for telephone

operators? Setupmyhotel.com. https://setupmyhotel.com/train-

my-hotel-staff/front-office-training/92-how-to-building-telephone-

skills-in-hotels.html

Shirke, G. (2016, July 17). Telephone call receiving procedure in hospitality.

Linkedin.com. https://www.linkdin.com/pulse/telephone-call-

receiving-procedure-hospitality-gajanan-shirke-mih

http://www.learndirect-advice.co.uk/

http://www.thefreedictionary.com/

19