Be able to show an impromptu

role play on how to answer

phone calls properly

Be able to practice the proper

Objectives Telephone manners

Be able to assist the guest

within the phone.
Proper call management includes
knowing what to say on the phone.
• The primary transient avenue to
any hotel
The purpose of asking qualifying
question is to ensure that the agent
understand guest’s needs.
 Don’t Say Do say

I don’t know I’ll be happy to check on that for you

We are oversold We are sold capacity
I can’t confirm a king bed room I would be happy to request a king bed
room for you

This computer system is new, and I don’t My computer is down right now, please
know it well bear with me.

We still have many rooms available We are filling up, but I am confident we
have a room for you

bye Thank you for calling the XYZ hotel

 Telephone Manners for
Telephone Operators and
Front Liners
The telephone is an indispensable
element in the communication system
of any hotel. In large hotels, a separate
section known as telephone exchange
is created to handle all transaction
pertinent to incoming and outgoing
calls.
 The Essential Ingredients

Slightly Rising Inflection

Telephone Proper greeting
Manners for
Telephone Pad & Pencil
Operators and
Front Liners Promptly take down

Read back

First ring
 Be ready

Be tactful when screening calls

Telephone Be courteous
Manners for
Telephone Maintain friendly & accommodating
conversation
Operators and
Front Liners Speak clearly and distinctly

Leave your desk, leave a message

Dealing with callers

 Explain if you can’t help
Do not make anyone wait
Telephone
Manners for Keep conversation pleasant but brief
Telephone Private calls are not allowed
Operators
and Front Never leave the switchboard unattended
Liners Avoid eating/drinking
Never listen to private conversation
 Voice
The Essential
Ingredients Correct Phraseology
for a pleasing
voice
personality Manner
are:
Proper Telephone Usage
 VOICE

Volume is properly
modulated, tone is not
harsh and sounds gracious
and friendly
Correct Phraseology

Courteous words and

appropriate phraseologies
are used
 Manner
Considerate, Interested,
Attentive and
Accommodating
Proper Telephone
Usage

For maximum efficiency

Use of Slightly Rising
Inflection

• When making a
statement during
phone calls it softens
the tone and sound
more gracious
Proper Greeting
All incoming call
inside the hotel
should be
answered as
follows

Never say “HELLO?”

Calls from the
house phone
or from the
guestrooms
should be
answered
Always be ready with
noting down message.
When the phone rings,
grab the paper and pencil
and write down
message/notes.
After the caller has relayed his
inquiry/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.
First Ring

Answer all calls as promptly as possible, if

possible on the first ring. A ring phone is like
someone knocking on one’s door.
Be tactful
when
screening calls
 Instead of:
“who is this” or “who’s calling”

1. Ask for the

name of the Tell the caller:
caller “may I know who’s calling please?”

“May I tell him who’s calling please?

2. Check the caller if he/she knows the guest’s
room number. If not, refer to the information
rack/computerized guest list for the guest room
number and call the guest.
 “Just a moment,
I’ll connect you
now”

“I am ringing the
Tell the Caller room now”
 If the connection succeeded

Tell the caller:

“ thank you for waiting Mr./Ms.

(surname) the line now will be
connected to Mr./Ms. (surname).”
 If the guest is not
responding

“ I am sorry Mr./Ms. (surname),

no answers in the room of
Mr./Ms.(surname). Would you
like to leave a message or your
contact number so that Mr./Ms.
(surname) can call you back?”
3. When the name of the
guest is not found on the
information rack, the operator
should never say that the
person is not registered.
Instead, inform the caller that
he/she will be connected to
the front desk for assistance.
while talking with someone
nearby and your phone rings,
excuse yourself and answer the
phone promptly.
“Excuse me mam/sir, ill just answer
the other line”

“sir/mam, Excuse me for a moment, I

need to answer the other line”
 Imagine all calls as a
coming from friends. Be
friendly but not over
familiar or too casual.
Speak clearly and distinctly

Speak in a properly
modulated tone. The
distance between the
mouth and the
transmitter must be
½ inch.
Leave your desk,
Leave a message

When you leave your desk, leave a

message as to your whereabouts.
Be helpful and
accommodating

When called party is not available,

give an encouraging and/or specific
reports.
Note: if the caller
would like to speak
only with the called
party, obtain the
caller’s name,
number and message

“Mr. Gonen is in
a Conference and
will be through
possibly by 11
am. Perhaps I can
help you, sir?”
 1 Be attentive to avoid request for repetition.

Never interrupt while the other party is speaking.

Indicate your presence on the line with such
2 expression as: “I see”, “I understand” and “Yes
In sir/mam”

dealing 3 Avoid slang words like “yeah”

with
callers:
Speak in the language which you are addressed-
4 English for English

5 Be friendly but business like

If you cant help the caller
with some information
explain why.
“ I’m sorry I don’t have this information, may I transfer you to….”
If you need time to search, excuse yourself &
say:

“Sir/Mam, do you mind

holding the line for a “ Sir/Mam, do you mind
while? I’ll just check our putting you on hold
file for the accurate while i’ll check with Mr.
information that you Sui”
need.”
Don’t make anyone wait on
the line for information
which will take long to
obtain. This will hinder you
and the caller from having
an access to more
important calls.
 “Sorry Sir/Mam, but the
information will take long
Example: to obtain. Is it okay to
leave me your number
and I will call you back?”
Keep conversation
pleasant but brief

No more than 5 minutes

including wating time
while obtaining
information.
Private calls are not
allowed

While inside the

telephone exchange,
conversation should be
limited to business
matters only.
 Never leave the
switchboard unattended
 Avoid
drinking and
eating
Avoid drinking and
eating inside the
switchboard.
Never listen
to private
conversation
NEVER listen to a private conversation
gathered on the phone nor divulge
confidential information gathered on
the phone.
STANDARD
PROCEDURES
IN ANSWERING
THE PHONE
• All calls must be answered within 3
rings
• All calls must be answered with a
greeting to include:
1. Appropriate time of the day
2. The Hotel name or department
3. The associates name
4. Offer of assistant
Or
1. Thank the guest for calling
2. Include the name of the hotel
3. The associates name