TELEPHONING

Group 5
 Group Members

Kadek Lisa Maria Utami Luh Dina Karisma Dewi

1812021031 1812021064

Kadek Dwi Dharmapatni Rahendra

Ni Made Anggreoni Desyantaningsih 1812021078
1812021243
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 TOPICS THAT ARE DISCUSSED
INTRODUCTION
CONVERSATION IN CONTEXT HANDLING INCOMING CALLS

USEFUL EXPRESSIONS TAKING TELEPHONE

TOPICS MESSAGE

HANDLING OUTGOING CALLS LEAVING TELEPHONE

MESSAGE

SUMMARY

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Introduction
“ Telephoning is an activity or services that
offer by the hotel staff, telephone operator
particularly in handling incoming and outgoing
calls, taking and leaving telephone message,
etc.
Handling Incoming Calls
“ Handling incoming calls is one of
crucial skills for front office
staff.

The way the receptionist handles

the incoming call impact the caller
or guest's impression of the hotel.

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Etiquettes in Handling Incoming Calls

Always be prepared

Call should be answered within 3 rings

Appropriate greeting, speaking slowly,

clearly, and concisely
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Shirke, (2016)
Continue
Etiquettes in Handling Incoming Calls

Answering internal and external call

Listening and responding to the caller

Asking the caller permission before place the

caller on hold
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Shirke, (2016)
Continue
Etiquettes in Handling Incoming Calls

Answering phone that is intended for

someonelse

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Shirke, (2016)
Taking Telephone Message
“ ▪ Asking whether the caller want
to leave a message to a person if
that person is unavailable at that
moment.

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Taking a Telephone Message

▪ Date and time of the

call
▪ Name of person that ▪ Caller’s company
being called ▪ Caller’s telephone
▪ Caller’s full name number
▪ Caller’s department ▪ Message

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(Set Up My Hotel, n.d.)
Leaving A Telephone Message
 Leaving telephone message, is the

“ expression used when we are

unable to contact the intended
person. Instead, we leave a
message on the phone to person we
contact.

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How to leave telephone message properly :

1. Think it through first

Think about what you want to share
before make a call.

2. Introduce yourself
Make sure to introduce yourself clearly.

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Continue
How to leave telephone message properly :
3. Speak slowly and clearly
If you speak too fast, the person who
you are calling might not understand your
message.

4. Make sure your details are clear

Make sure the last item you leave your
info are detail.

5. End the voicemail professionally

To show warm impression
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Handling Outgoing Calls
Outgoing call is the conversation between staff and guest
inside the hotel who want to make an outgoing call.
Steps how to handling outgoing telephone calls

Prepare for the call

Prepare notes for necessary

topics

Make a call

Identify yourself properly

and state your purpose

Terminate the call

Useful Expressions

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Useful Expressions

A. Handling Incoming Calls

B. Taking and Leaving Telephone Message

C. Handling Outgoing Calls

A. Handling Incoming Calls
 1. Answering the phone

 Hello, good morning. Here is Sari Amertha

 Greeting
Hotel, and this is Patni. How may I help you?  Introduction
 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

 May I ask who is calling?

 May I know who is speaking?

 Who am I speaking with?

 May I have your name, please?

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 3. Responding to a caller request

 Yes, sure, let me check it for you.

 Sure, one moment, please.

 Yes
 No
 Sorry, Sir. There is no room available for
tomorrow.

 I am sorry. I could not find the reservation in

that name.
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4. Asking someone to wait on the line

 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?

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5. Dealing with bad connections

 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?

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6. 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.
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 7. Ending the call

 Is there anything else I can do for you? Okay,

 All clear
thanks for calling. Have a good day.  Leave-taking
 Is there anything else I can do to help you?
Okay, have a great day.

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B. Taking and Leaving
Telephone Message
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?

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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?
 Okay, thanks. I will call back later.
 I would like to leave him a message.

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C. Handling Outgoing Calls
 1. Introducing yourself
 Good morning. This is Patni at Sari Amertha
Hotel. Could I speak to ………….., please?
 Greeting
 Good afternoon, this is Winda from the  Introduction
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

 I think that’s all I need. Thank you very much.

 All done
Have a great day.
 Gratitude
 I appreciate your help. Have a good day.  Leave-taking
 Thank you for answering my question. Have a
great day.
CONVERSATION
IN CONTEXT
A. Handling customer’s
incoming call

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B. Handling customer’s
outgoing call

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SUMMARY

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 What is telephoning in Hotel industries?

“ Etiquettes in handling incoming calls based on

Shirke (2016)

Taking telephone message: caller does not

succeed in contacting the person they intended
to.
Leaving telephone message: we are unable to
contact the intended person.

Handling outgoing calls:

conversations between staff and guests inside
the hotel who want to make an outgoing call.
THANK YOU!

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