Notes on Telephone Etiquettes | Grade 12 > Hotel Management > Front Desk | KULLABS.COM

Telephone Etiquettes

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Telephone Exchange and Its Role

Telephone exchange or operator section is one of the important sections within the front office department and the entire hotel operation. Every hotel regardless of its size has a telephone board or exchange. The larger the establishment, the greater will be needed for more outgoing line and internal extensions. In larger hotels, a switchboard will be placed in a separate room, whereas in small hotels, reception itself acts as an operator as well.

It is very natural that the only contact a person has with a hotel is over a telephone. The speed and approach with which the call is handled can leave a lasting impression, either good or bad. Therefore, it is very important for all telephone operators to promptly attend all the calls in a clear and friendly tone, which should indicate courtesy, patience, and cheerfulness.

It is a section that handles all internal calls, local and long distant calls for the in-house guest and staff.

The telephone can be defined as a machine used for speaking to someone or a verbal mode of distant communication. With advances in technology, telecommunication has become faster and more reliable then compared to any other means of communication. A modern hotel operating without a telephone is impossible to imagine. An operator answers all the incoming telephone calls and directs them to the appropriate guest room, departments or staff members. The operator must have an up to date directory of the guest rooms and other happenings within the hotel. This demanding position requires good communication skills, efficient telephone techniques and attention to details.

Telephone Technique and Etiquettes

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Telephone operator spends a great deal of its time with all the calls, communicating with people with both inside the hotel and outside the hotel. The telephone provides you the advantage of dealing with the guest only through your voice rather than you facial expressions or your appearances. since your appearance are no required in telephone conservation you must be able to convenience guest through your voice as well as your words or with your inflection and enthusiasm of your tone. the verbal tone and voice of a telephone operator must be right while talking with the guest.

The following guidelines can help front office personnel and telephone operator to develop efficient courteous telephone manners:

  1. Always be ready for the calls.
  2. Answer properly and promptly
  3. Answer the call properly with an identification of your organization and yourself.
  4. Speak directly into the telephone.
  5. Relax and be yourself.
  6. Ask questions if u have missed something.
  7. Always listen carefully.
  8. Take notes if necessary.
  9. Use reflective phrases
  10. Keep call hold's to a minimum.
  11. Always end the call courteously.

Telephone System

There are different types of telephone system ranging from a single time connecting directly from the public exchange to the subscriber instrument, to a complete Private Automatic Exchange (PABX) system. In a business situation where there are many users, it is necessary to have a system that can spend to meet the need of a business because communication is so important to the hotel business, that they will normally have multiple lines and extensions.

Generally, two types of systems that are used in hotel are:

1. Key and Lamp System:

In small hotels having less number of rooms and staff strength, this system comprises the best in terms of cost. The system consists of only one or two telephone lines. When the telephone rings, its own lamp flashes and by pressing a key any one of the extension can answer the call. This system is ideally suited to small operations and is known as Key and Lamp system.

2. Private Exchange System:

This involves one or more lines from the public exchange being connected to a private branch in an office. This system allows any exchange line to be connected with any of the numbers of extensions. They also allow one extension to be connected with all others for internal communication. Private exchange systems are of following types:

  • Private Branch Exchange (PBX): It is expensive and manually operated.in this telephone system, the number of extensions is limited. This system is adapted in medium organizations. Private branch exchange (PBX) are found in different capacities. For example PBX of 4+25, means the system having four main lines with 25 extensions. Making outgoing calls in this system are operator assisted.

  • Private Automatic Branch Exchange (PABX):It is expensive than private branch exchange and is often practiced in large scale organizations. a large number of extensions are connected with individual meters for extensions.it makes easy of guest because in (PBAX) guest can dial internals and external call without going through an operator.

  • Electronic Private Automatic Branch Exchange (EPABX): This is new and developed form of the telephone branch exchange system, which has reduced the size of the telephone consoles. This is the electronic form of private automatic branch exchange (PABX) systems where the charges are made by the computerized system, hence, removing the need for individual meters.

Building Telephone Skills

Regardless of whom you talk over the telephone, it is essential that you make a positive impression on the caller. Answering the phone call is an opportunity for you to portray a professional image as well as a positive and good image of yourself as well as your organization or place where you are working. During any business which is done in the telephone conversation, you should:

  • Smile while you respond over a telephone.
  • Stand or sit in a good posture.
  • Use a low voice pitch.
  • Match your speaking rate to the callers.
  • Avoid extremes in volume.
  • Avoid expression such as 'yeah' slang.
  • Always smile while on a phone.

General Procedure and Rules while using the Telephones

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The telephone operator should know how to operate a telephone system in any hotel which will assist in carrying out duties effectively and efficiently. The following stages are the key stages while using a telephone.

i) While Answering External Calls

  1. Answer all calls promptly before the third ring.
  2. Always answer with a greeting.
  3. Always identify your company and yourself if required.
  4. Question the caller's need.
  5. Always be polite and helpful.
  6. Listen attentively.
  7. Speak clearly and slowly.

ii) While Transferring calls

  1. Advise the caller that you are transferring the call.
  2. Mention the name to the caller.
  3. Call the number of the extension required.
  4. Intimate the person briefly with regards to the caller's name and the nature of the inquiry.
  5. Make the connection.

If the extension is busy refuse to the caller and ask if he/ she wishes to hold or would like to be called back later.

iii) When Holding calls

  1. Check frequently that they wish to remain online.
  2. Monitor the busy extension.
  3. Advise the caller that you are transferring the call before doing Eg. I am connecting you now Sir/Madam.

iv) When Taking messages

  1. Write the name and date of the person to be contacted.
  2. Note the time and name of the caller.
  3. Note the contact number of the caller.
  4. Make a note on the nature of the call.

v) While Making outgoing calls

  1. The number and extension for the person to be called.
  2. The name and title of the person to be called.
  3. The reason for calling.


References:

Joshi, Basant Prasad et.al., Fundamentals of Hotel Management-XII, Sukunda Pustak Bhandar, Ktm

Bhandari, Saroj Sing et.al., Principle of Hotel Management-XII, Asmita Publication, Ktm

Oli, Gopal Singh et.al., Hotel Management Principle and practices-XII, Buddha Prakashan, Ktm



The following guidelines can help front office personnel and telephone operator to develop efficient courteous telephone manners:

  1. Always be ready for the calls.
  2. Answer properly and promptly
  3. Answer the call properly with an identification of your organization and yourself.
  4. Speak directly into the telephone.
  5. Relax and be yourself.
  6. Ask questions if u have missed something.
  7. Always listen carefully.
  8. Take notes if necessary.
  9. Use reflective phrases
  10. Keep call hold's to a minimum.
  11. Always end the call courteously.

While handling call during a business hour:

  1. Smile while you respond over a telephone.
  2. Stand or sit in a good posture.
  3. Use a low voice pitch.
  4. Match your speaking rate to the callers.
  5. Avoid extremes in volume.
  6. Avoid expression such as 'yeah' slang.
  7. Always smile while on a phone.
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