FRONT OFFICE SECTION – TELEPHONE

EXCHANGE
Telephone Exchange is created to handle all
transactions pertinent to incoming and outgoing calls,
processing of long distance and overseas calls, wake up
service, information dissemination and other related
services.
Importance of Telephone service in Hotel
Industry

Telephone plays a very important role in hotel

industry. Generally people outside from hotel calls for
reservation or booking or change of schedule or
passing message knowing information or talking to
any guest.
Functions of Telephone Exchange:
To answer calls regarding the enquiries about hotel services,
facilities & events.
To coordinate emergency situation through telecommunication
To protect guest privacy
To process guest wake-up calls as per guest request
To direct calls through the switchboard as requested by the
guest
To handle incoming & outgoing calls of the hotel
To monitor call accounting system.
To provide guest paging services over the public address system
Types of calls
Wake Up calls
Any hotel who wishes to avail of wake-up call service
shall call operators directly or may relay request
through front desk.
“Good morning Mrs. Smith. It is now 5:00 A.M.”
Message for Guest
Operators are obliged to take down the message. The
message pad is filled out with all the requested
information. 3 copies: original for the guest, duplicates
for FO and triplicate for future reference.
Overseas and Long-distance calls
Modern hotels now have installed a direct dial service in
guest rooms. A meter is attached to the phone that the
telephone exchange can detect the duration of the call
for purpose of making charges.
If the hotel doesn’t have this facility, guests will still have
to contact the telephone exchange.

Reservation calls
This is the type of call which aims for an advance
reservation of guest to the hotel, to ensure its
accommodation upon their arrival.
Telephone Etiquette
Essential Rules in answering telephone calls
Answer the call within three rings.
Immediately introduce yourself.
All incoming calls outside the hotel should be answered as follows:
“Crown Hotel, Good morning/afternoon/evening.” Never say “Hello” as
this sounds unprofessional.
Calls from the House phone or from the guestrooms should be answered
as follows:
“Operator, may I help you?”
Speak clearly.
Only use speakerphone when necessary.
Actively listen and take notes. Always be ready with pad and pencil for
noting down messages.
After the caller has relayed his inquiry or request, read back to him the
notes that you have written to validate the details. This gesture will also
make the caller feel that you are paying full attention to his message.
Use proper language. 
Remain cheerful and maintain a pleasing personality.
Ask before putting someone on hold or transferring a
call.
Be honest if you don't know the answer. If you cannot
help the caller with some information, explain why:
“I’m sorry I don’t have this information. May I transfer
you to… They will be in a position to give you the
information you need.”
If you need the time to search for answer, excuse
yourself and say, “Ma’am/Sir do you mind holding the
line while I check on you file or with…”
Be mindful of your volume.
Check for and respond to voicemails.
Lift the receiver only when you are ready to talk.
While talking with someone nearby and your phone
rings, excuse yourself and answer the phone promptly.
When you leave your desk, leave a message as to your
whereabouts.
Be tactful when screening calls.
“May I know who’s on the line please?”, “May I know
who’s calling please?”, “May I tell him who’s calling
please?”
Communication System
Communication is the process of exchange of information between
two entities. It involves sending, receiving and processing of
information.
Point to Point Communication – communication takes place over a
link between a single transmitter and a receiver. Example: Telephone
Broadcast Communication – There are large number of receiver
corresponding to a single transmitter. Example: Radio and Television
Broadcast
Depending on the communication channel, the communication
system is categorized as follows:
1. Wired (Line communication)
2. Wireless (Space communication)
Telephone System
Key Service Unit (KSU) Telephones
Best for traditionalists. As specialist systems, these units
are only used by a small selection of businesses. They
require professional installation because they are
hardwired into the network. This type of system is also
connected to a central unit somewhere on the
premises which has a connection to the external
services supplied by the telephone provider.
Private Branch Exchange (PBX):
Best for large businesses (e.g. Hotels with 100+ rooms)
Larger hotels and restaurants can benefit from
a private branch exchange system .Very similar to KSU
phones, they rely on a connected network to operate
and must be professionally installed and serviced.
However, with a PBX solution, you only need install
one system to cover multiple business locations.

Private Automatic Branch Exchange (PABX):

 This system is often used in large scale organizations
where there are hundreds of outgoing and incoming
calls every hour. This system provides individual
meters for extension
Electronic Private Automatic Branch Exchange
(EPABX):
This is new and developed form of   telephone branch
exchange system, which has reduced the size of the
telephone consoles. This is the electronic form of private
automatic branch exchange (PABX) system where the
charges are made by computerized system.

Voice over Internet Protocol (VoIP) Phone Systems

Best overall choice. With modern IP-PBX phones (also
known as VoIP) you can get set up in minutes, and save a
significant amount of money too. This is the best choice for
almost all small, medium and large hospitality businesses.
Most common used communication devices
in Hotel
Two way radio or Walkie Talkie - The two-way radio
has been used in the hospitality industry for quite
some time and is still the most popular
communication tool used by hotel professionals by far.
DECT phones - Digital Enhanced Cordless
Technology. It is actually a cordless device that works
on PSTN or landline phone line. This is a practical
solution for people who want to use landline while
roaming around. 
Desk Phones - ranges from the regular landline phone
up to the premium one that has a multipurpose
terminal with integrated functions.