How To Communicate On The Telephone Training Video Presentation

Summary

This training module outlines essential guidelines for effective telephone communication in a hotel setting, following international 5-star standards. It covers key points such as promptly answering calls within 3 rings, using standard greetings, gathering important caller details, handling wake-up calls, and promoting hotel services. The module emphasizes professionalism, proper knowledge of hotel services, and the importance of handling suspicious calls. It also provides tips on shift handovers and how to manage medical emergencies. This guide is designed to enhance skills and improve service standards for hotel employees and service providers.

Takeaways

• 😀 Always answer the telephone within 3 rings to create a positive first impression.
• 😀 Standard greetings include 'Good morning/afternoon/evening,' followed by your department and name.
• 😀 Practice your greetings regularly to ensure smooth communication (e.g., 'Good morning reservations, this is Melissa').
• 😀 For outside callers, gather essential details like name, phone number, purpose of call, arrival date, and who they want to speak to.
• 😀 Always confirm and repeat the details of the call to ensure accuracy before recording them.
• 😀 Write down messages and ensure that wake-up calls are logged and double-checked.
• 😀 Be familiar with the hotel's services, restaurant locations, food types, and facilities to assist callers effectively.
• 😀 In case of a suspicious call, report it to the shift leader and security immediately, and log the call details.
• 😀 Maintain professionalism by promoting hotel services and facilities at appropriate moments during the call.
• 😀 Never use the phone for personal calls during working hours, and always hand over relevant information at shift change.
• 😀 If there's a medical emergency, immediately send a medical alert page to the relevant personnel.

Q & A

What is the ideal time to pick up an incoming call in a hotel or service provider setting?

The call should always be answered within 3 rings to create a positive first impression and adhere to the proper hotel standards.

What are the standard greetings to use when answering the phone in a hotel?

The standard greetings include: 'Good morning, [Department], this is [Your Name],' 'Good afternoon, [Department], this is [Your Name],' and 'Good evening, [Department], this is [Your Name].' Always mention your department and your name.

Why is it important to repeat back the details after taking information from a caller?

Repeating the details ensures accuracy, helps prevent misunderstandings, and confirms the information with the caller.

What kind of information should be gathered from an incoming caller?

You should ask for the caller’s name, phone number, purpose of the call, arrival date, who they wish to speak to, and whether the caller is an employee or a guest.

What should you do if a suspicious call is received?

If you receive a suspicious call, you should immediately report it to the shift leader and security, and log the details of the call for further investigation.

What important knowledge should hotel associates have for effective telephone communication?

Hotel associates should be knowledgeable about restaurant locations, food types, hours of operation, room availability, services provided at the hotel, and facilities available to guests.

How should a guest service agent handle a medical emergency over the phone?

In the event of a medical emergency, the telephone operator should immediately send a medical alert page to the necessary team members.

What is the procedure for wake-up calls in a hotel?

Wake-up calls should always be double-checked and logged in the wake-up call register to ensure accuracy and reliability.

What is the protocol for personal calls during working hours?

Personal calls are not allowed during working hours to maintain professionalism and focus on hotel operations.

What should you do at the end of your shift regarding call logs and information?

At the end of your shift, you should hand over relevant information to the next shift, ensuring they are aware of any ongoing issues or important details. You should also review the log sheet with them.