COMMUNICATE ON THE TELEPHONE

Skill Learning : Art, Craft and Tourism

Skill Learning Program : Tourism
Skill Competency : Hotel Accommodation
Competency Standard : Receive and Process
Reservation
DEFINITION OF TELEPHONE
OPERATOR SECTION

The section in Front Office that

responsible to handle telephone
services/facsimile by standard Operational
procedure of the hotel.
BENEFIT OF USING SPELLING
BOARD

To spell the words we use

Spelling Board which to
make sure the words is right.
BENEFIT OF USING SPELLING
BOARD

A = Alpha N = November
B = Bravo O = Oscar
C = Charlie P = Papa
D = Delta Q = Que back
E = Echo R = Romeo
F = Fox-trot S = Sierra
G = Golf T = Tanggo
H = Hotel U = Uniform
I = India V = Victor
J = Juliet W = Wiskey
K = Kilo X = X - Ray
M = Mama Z = Zulu
TELEPHONE COURTESY

It is a way to communicate on the telephone

in an appropriate manner

Why do enterprises need telephone courtesy?

To give a positive image about the enterprise
TELEPHONE COURTESY

1. Answer the calls promptly (maximum 3

times ringing).
2. Identify your firm, department, or yourself
clearly.
3. Greet the caller pleasantly.
4. Find out the caller’s name.
5. Be attentive.
TELEPHONE COURTESY

6. If you need some time to find any

information, ask the callers whether they
would like to wait, or to call back/be called
back.
7. If errors or delays occur, apologise, explain
and offer a solution where possible.
8. The person who initiated the call should be
the first to hang up the call.
TELEPHONE COURTESY - OFFERING
ASSISTANCE

1. Standard

“ Good morning, Excellent Hotel, Jimmy

speaking, how may I help you?”
TELEPHONE COURTESY - OFFERING
ASSISTANCE

2. Phone on the line

“I’m sorry sir, Mr Brown is on the line at the

moment. May I take your message? /May I have
him/her call you back?”
TELEPHONE COURTESY - OFFERING
ASSISTANCE

3. No answer (the person whom the caller to talk

to is out of the office)

“I’m sorry sir, Mr. Brown is unavailable at the

moment, may I take a message? /May I have
him/her call you back? /Who may be able to
help you?”
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Selling technique on the telephone

1. Suggestive selling

2. Descriptive selling

3. Explanations

4. Up-selling

5. Cross-selling.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Suggestive selling:

Product knowledge is used to

suggest a choice for the guest.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Example of
Suggestive selling:

” if you like a pool

view, “we have a
wonderful room
available
overlooking the
pool”.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Descriptive selling:

Describe the benefits of the product

(hotel/room) to sell it to the guest.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Example of
Descriptive selling:

“our two -
bedroom suites
are beautifully
appointed. They
all have spectacular
views and
complimentary butler
service'
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Explanations:

Give more information about room,

package or facility to make it
more attractive
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Example of
Explanations:

Example : 'the weekend

package is more
expensive per night, but
it includes two full buffet
breakfast, dinner in our
restaurant on Saturday
night, free valet parking
during your stay and a
round of golf.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Up-selling:

This form of suggestive selling uses the

three methods above to upgrade the
product sold in size, quality or price.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Note of Up-
selling :

Note: always let

the guest decide.
Never presume to
know or tell guests
what they want.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Cross-selling:

This is selling something

extra to guests when they are
buying something.
PROMOTE ENTERPRISE PRODUCTS AND
SERVICES

Example of
Cross-selling:

Example; a guest
calls to reserve
accommodation
and is persuaded
to make a booking
to dine in the hotel
restaurant as well.
RELAY MESSAGES

Messages should be recorded on

the establishment form designed
for the purpose.
RELAY MESSAGES

Guest Message Forms vary in layout, but

contain the same basic information:
1. the date the message was taken;
2. the time the message was taken;
3. who the message is for;
4. who the message is from;
5. a contact telephone number;
6. the message;
7. the name of the operator who took the
message.
 RELAY MESSAGES

Remember!
• Whatever system you are using, always
keep a duplicate copy of the message.

• The operator’s responsibility to ensure

messages reach their destination in a timely
fashion, particularly.

• Never leave messages

 RELAY MESSAGES

Some ways of notifying a guest that a

message has been received are:

• Placing the message in the guest-room

key box;
• Delivering the message under the guest’s
room door or placing it inside the room;
• Using the message lights
HANDLING BOMB THREATS

1. Keep calm, do not hang up

2. Question the caller
3. Record the wording of the threat
4. Record call for the management, and
police
5. Record details of the call and caller.
(Voice, language, expression,
background noises, date, time duration
of call).
TELEPHONE EQUIPMENT

Now that you are familiar with the

operation of your establishment, the next
step is to learn about the equipment used.
TELEPHONE EQUIPMENT

The most common forms of telecommunication

equipment in Australia are:

1. Telephone/mobile phone With the use of

handset or headset, the caller directly
contacts another person.
TELEPHONE EQUIPMENT

2. Switchboard
A central ‘telephone’ where calls
come in and are transferred to the
appropriate persons.
TELEPHONE EQUIPMENT

3. Facsimile
Facsimile or ‘Fax’ is a system for sending
printed material, photographs or drawings
from one location to another
instantaneously.
 TELEPHONE EQUIPMENT

4. Telex or teleprinter
In teleprinting, the message is received in the
form of typed words on a paper form.
 TELEPHONE EQUIPMENT

5. Computer (with Internet, electronic mail and

location-to-location links called ‘networks’)
The Internet is an example of a global network
of computers.
 TELEPHONE EQUIPMENT

6. Pager
An electronic message service.
TYPE OF TELEPHONE CALLS

1. Internal Call
2. External Call
 Local Call
 Domestic Call/Long
Distance Call
 Overseas Call
TYPE OF TELEPHONE CALLS

Internal Call

A telephone connection within or between

departments in the hotel
TYPE OF TELEPHONE CALLS

External Call

An outgoing or an incoming telephone

connection
TYPE OF TELEPHONE CALLS

Type of External Call

 Local Call
 Domestic Call/ Long Distance
Call
 Overseas Call
TYPE OF TELEPHONE CALLS

Local Call

A telephone connection within one

city.
TYPE OF TELEPHONE CALLS

Domestic Call / Long- Distance call

A telephone connection within one

country or using mobile phone
TYPE OF TELEPHONE CALLS

International Direct Dialing Call

A Telephone call between different

country
TIPE OF CALLS

Some of difficult calls include:

1. the person who speaks so quietly you can

barely hear the person
2. the person who will not stop talking
3. the aggressive caller who speaks rudely to
everyone
4. the undecided person who isn’t sure who to
speak to
5. the person who does not speak English, or
does not speak it well.
TELEPHONE DIRECTORY

Telephone Directory used as a guidance

when one wants to make a phone call.
 MAKE AN OUT GOING CALL

1. Be prepare before the call

2. Hear the dial tone
3. Identify your self
4. Identify your purpose of call
5. Consider other peoples time. (When your
business is complete, end the call).
 LIST OF LITERATURES

Package for Hospitality Training (Including

Competency Standard, Teacher Focused & Student
Centered Materials and Assessment Tools)

Suwithi, Ni Wayan and Friends, 2008. Hotel

Acomodation 2. Jakarta. PT Macanan Jaya
Cemerlang.

Horniatri, Euis, Dra. 2004, Communicate on The

Telephone. Bandung. Armico.