Chapter 6

THE
TELEPHONE
EXCHANGE
Winchelle M. Letranca
Instructor
Learning Objectives

Discuss the functions of the

Telephone Exchange Section.
Acquire knowledge regarding
the procedures for handling
telephone calls.
Telephone Exchange
Responding to all incoming calls, both local and overseas;
Processing long distance and overseas call requests of guests in case a direct
dial service is not available;
Coordinating with telephone company operators regarding time and charges for
all completed long distance or overseas calls;
Preparing toll charges for every completed call and making the corresponding
charge report;
Disseminating vital information about hotel facilities and services through the
telephone;
Taking down and disseminating messages for in-house guests;
Attending to wake-up call requests of house guests;
Screening all incoming calls of hotel guests and executives;
Coordinating with the servicing telephone company where there is a breakdown
of hotel trunk lines;
Rotary Information Rack

Contains guest names in slips that are

arranged alphabetically
Upon check-in of the guest, the clerk
makes a temporary rack slip and
brought up to the telephone exchange.
Upon guest's check-out, the room rack
slip is forwarded to the Telephone
exchange.
Procedures in
Handling
Telephone
Calls
 Answering Incoming Calls

1. Bring the handset at least ½ inch from the mouth

2. To connect a call to a guestroom or office:
a. Ask the name of the caller.
b. Check with the caller if he/she knows the guest‟s room number.
c. When the name of the guest is not found on the information rack, the
operator should never say that the person is not registered.
3. When paging a person, say that you are still paging the concerned
person/guest.
Handling Wake-up Calls
Call the operators directly or may relay the request through the Front
Desk.
Place the wake-up call in the wake-up call Request bulletin, stating
the name of the requesting guest, room number and time.
Handling Wake-up Calls
The operator will validate the room number against the
information rack.
The Night Operator may call the Front Desk to double-check the
name and the room number.
When the operator rings a room for a wake-up call, she should do
it graciously by calling the guest by the name.
If the guest does not answer the wake-up morning call,the
operator should request the bellboy or the room boy to knock on
the guest room.
Completed wake-up calls are crossed out in the Wake-up call
Sheet.
Handling Messages for a Guest

Callers who wish to

leave a message for a
guest are normally
connected to the Front
Desk.
Three copies of the
message form are filled
up.
Overseas
and Long
Distance
Calls
 Processing Long Distance/Overseas Calls
without IDD
1. The operator takes down the information from the caller/guest:
a. Calling party and party called
b. Telephone number
c. Pace/city called
d. Time filed
e. Other remarks: “change” or “collect” or “person to person”
2. Repeat all details to the caller to insure that all information have been recorded
correctly.
3. In placing the long distance or overseas calls, the number of the company operator
whom the call was placed is noted down.
4. Once the telephone company operator calls back with the “party called” on the line,
the telephone operator connects the call and noting down the time of connection.
 Processing Long Distance/Overseas Calls
without IDD
5. Five minutes after the overseas/long distance call is completed, the telephone company
operator calls back the hotel operator to inform her of the time and charges regarding the
overseas or long distance call.
Information required on the Voucher:
Calling party/room number and party called name
Place/city/area code (telephone number)
Time call was filed and Time call was connected
Time finished (from telephone company operator)
Toll charges/handling fee/government taxes-total charge
6. To compute for toll charges, the operator shall refer to the prescribed rate per minute, as
well as the handling fee.
7. Distribute copies of the voucher.
8. Prepare a traffic sheet.
Telephone
Manners for
Telephone
Operators and
Frontliners
1. Maintain a pleasing voice personality
2. All incoming calls outside the hotel should be answered
according to the hotel‟s courtesy and procedure.
3. When the phone rings, grab the paper and pencil and
promptly take down messages or notes.
4. After the caller has relayed his inquiry or request, read
back to him the notes that you have written to validate the
details.
5. While talking with someone nearby and your phone rings,
excuse yourself and answer the phone promptly.
6. Maintain friendly and accommodating conversations with
guests.
7. While inside the telephone exchange, the conversation
should be limited to business matters only.
8. Avoid drinking and eating inside the switchboard.
Telephone Manners for Telephone Operators
and Frontliners
Never listen to private conversations on the phone nor divulge
confidential information gathered on the phone.
In dealing with callers:
Be attentive to avoid request for repetition
Never interrupt while the other party is peaking
Avoid using slang words
Speak in the language which you are addressed
Be friendly but business like
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