Courtesy Rules Telephone skills

Summary

This script focuses on essential phone etiquette for hospitality employees, demonstrating the importance of courteous, clear, and professional communication. Through examples, it emphasizes the significance of tone, active listening, and empathy while handling calls. The script also addresses common pitfalls, such as jargon and multitasking, and offers practical tips for creating a positive guest experience. The central message encourages employees to stay positive, attentive, and responsive, ensuring that every call reflects well on the hotel and contributes to excellent customer service.

Takeaways

• 😀 Answer calls promptly within three rings to show respect to the caller.
• 😀 Smile when speaking on the phone to convey enthusiasm and create a positive atmosphere.
• 😀 Always ask for the caller's name and use it to personalize the interaction.
• 😀 Avoid using insider jargon or unclear terms; make sure the caller understands everything.
• 😀 Speak clearly and avoid using slang; communicate in a professional manner.
• 😀 Treat all callers with the same level of attention and courtesy, even if you are swamped.
• 😀 Never give out guest room numbers over the phone for privacy and security reasons.
• 😀 Offer alternatives if you can't fulfill the caller's request (e.g., suggest another room or service).
• 😀 When transferring calls, introduce the caller to the coworker to avoid unnecessary repetition.
• 😀 Stay calm under pressure and avoid multitasking when dealing with important phone calls.
• 😀 Empathize with the caller when they have a complaint and offer a solution, not excuses.

Q & A

What is the main focus of the video script?

The video script primarily focuses on phone courtesy skills in a hospitality context, specifically for hotel receptionists. It emphasizes the importance of tone, active listening, politeness, and professionalism when answering and handling calls.

How does the script emphasize the importance of tone when answering the phone?

The script highlights that on the phone, 83% of communication comes from tone of voice, compared to only 7% from the actual words spoken. It advises hotel staff to smile and be enthusiastic, as a positive tone can make the caller feel valued and create a better experience.

What key advice is given for handling multiple calls at once?

The script advises prioritizing calls based on when they were received, asking for permission to place callers on hold, and offering them a choice to leave a message or call back. It stresses the importance of giving each caller undivided attention and not rushing the interaction.

Why is it important not to give out guest room numbers over the phone?

The script warns against giving out guest room numbers as it compromises security. Instead, it suggests verifying the caller’s name and ensuring they have the correct information before transferring the call.

What does the script say about handling complaints from callers?

When dealing with complaints, the script recommends listening, empathizing, apologizing, and solving the problem. It emphasizes that offering excuses is not helpful and that callers want solutions, not explanations for why the issue occurred.

How does the script recommend handling situations where you don’t understand the caller’s language?

The script advises against becoming irritated or hanging up when a caller speaks a different language. Instead, it suggests taking charge by finding someone who can assist the caller, ensuring that the situation is handled professionally and calmly.

What does the script recommend about using guest names during calls?

The script stresses the importance of using the caller’s name whenever possible, as people like hearing their name. It suggests that using the name helps personalize the interaction and shows that the receptionist is attentive.

How should hotel staff handle situations where a caller is put on hold?

The script advises asking for permission to place the caller on hold and thanking them for their patience. Staff should also provide a choice between leaving a message or staying on hold, which shows respect and courtesy.

What is the advice on multitasking while answering calls?

The script advises against multitasking while on a call, as it can lead to poor service. Instead, it recommends staying focused on one task at a time to ensure high-quality interactions with callers.

What does the script suggest when a guest makes a reservation or inquiry?

When handling reservations, the script suggests confirming all details such as room type, dates, and rates. It also encourages asking if the guest needs any specific services or features, ensuring the reservation is tailored to their needs.