Communicating on the Telephone in the Hotel and Travel Industries

Introduction

• Importance of effective communication on the telephone.
• Focus on competencies required in hotel and travel workplaces.

Responding to Incoming Telephone Calls

1. Answer Calls Properly
   • Pick up within three rings.
   • Greet callers with a professional tone. e.g., "Good morning, [Your Hotel Name], [Your Name] speaking, how may I assist you?"
2. Offer Friendly Assistance
   • Make the caller feel welcomed and acknowledged.
3. Repeat Call Details
   • Confirm details such as the caller's name and purpose of the call.
4. Answer Callers Properly
   • Ensure clear communication and understanding.
5. Forward and Pass on Requests
   • If the requested person is unavailable, offer to take messages.
6. Document Messages Accurately
   • Keep a record of important details and messages.
7. Report Suspicious Calls
   • Maintain safety protocols while handling calls.
8. Control Your Tone
   • Ensure professionalism, avoid distractions during calls.

Making Telephone Calls

1. Obtain Correct Telephone Numbers
   • Verify contact details before calling.
2. Establish Call Purpose
   • Know why you are calling before initiating the call.
3. Use Telephone Equipment Correctly
   • Familiarize yourself with how to operate the phone system.
4. Communicate Clearly
   • Clearly state your name, company, and reason for the call.
5. Be Polite and Courteous
   • Maintain professionalism throughout the call.

Example Scenarios

• Incoming Call Example:
  • Greet the caller, gather information, and connect them to the right person.
• Message Taking Example:
  • Document messages accurately, repeat back for confirmation.
• International Calling Assistance:
  • Provide callers with necessary information for international dialing.

Handling Difficult Situations

• Bomb Threat Scenario:
  • Follow protocol for handling threats and ensure safety.
• Call Handling Tips:
  • Always ask for the caller's name politely.
  • Avoid making distracting noises during calls.
  • Do not provide vague responses about someone's availability.

Conclusion

• Recap on the importance of good telephone communication in providing excellent service.
• Encourage practice and application of learned skills in real-life scenarios.