Handling the telephone in a hotel should be done very correctly. This is because a hotel receives a large number of phone calls every day for various reasons, and the hotel also makes phone calls to other organizations for various reasons. In a phone call, we can hear only sound. Therefore, images must be created with the right words and language and information. The telephone call often gives a guest the first impression of the hotel. The person who answers the telephone calls must provide the most accurate answers and get the correct information.
A hotel often receives calls regarding bookings. That is the opportunity to make a sale of the hotel. If they answer the telephone correctly, the hotel can have more business. In addition, it is also possible to provide good service to the people making telephone calls and build the hotel’s image in their minds. It is also essential to strengthen the brand of the hotel.
If a guest is given accurate information and good service over the phone, they are more likely to stay longer with the hotel. But all these rains become disadvantageous because the telephone handling is not done correctly. Therefore, this article explains how to handle the telephone correctly in a hotel.
Telephone handling in hotels.
Telephone calls in a hotel can be mainly divided into two parts. They are external calls and internal calls.
What are External calls?
External calls are phone calls from outside the hotel. For example, the calls made by guests who want to know the details or make a booking to the hotel through certain institutions. They are also known as outcoming calls in some hotels.
What are Internal calls?
Internal calls are telephone conversations that take place inside the hotel. For example, in-house guests can take telephone conversations between the reception and departments. Because of this, internal calls are also known as incoming calls.
External calls are mainly answered by the hotel’s telephone operator, switchboard operator or receptionist. Internal calls are answered by members of the department.
Both these types of calls are more important for communication with the hotel.
Hotel telephone etiquette.
Before answering a phone call, you should be well prepared. Before starting the shift, check the information sheet and the log book to see if there is any special information. The reason is that if the hotel has a special guest or a special function, they may receive phone calls. Answering calls as a telephone operator, switchboard operator, or receptionist is a must, and always keep a notebook with you. It allows you to record important points of phone conversations. For example, reservation details, a guest’s phone number or a message.
How to answer external calls?
First, you should greet the caller. For that, a greeting can be used based on the time of day. For example, good morning, good afternoon, good evening.
Second, state the name of the hotel. This confirms the location of the phone call received by the guest.
Thirdly state your name (some hotels do not state the name of the telephone operator).
Fourthly state how you should assist him/her.
Based on the above, let’s examine how a telephone operator at ABC Hotel answers an external call.
Good morning, This is Hotel ABC (Thank you for calling Hotel ABC). John Speaking, How can I assist you?
After answering this, the conversation should be continued with the person making the phone call.
How to answer internal calls?
As before, you should greet the caller. (You can use good morning, good afternoon, good evening).
Second, state the name of the department. This confirms the location of the phone call received by the guest.
Thirdly state your name
Fourthly say how you should assist him/her.
Based on the above, let’s examine how a receptionist at the hotel answers an internal call.
Good morning, Thank you for calling reception. John Speaking, How can I assist you?
After answering the telephone correctly, the receptionist must provide the caller with the correct information.
How to transfer the call?
First, answer the phone correctly. After that, get the caller’s name and the company or other details if necessary.
Clarify to which department or room the phone call should be transferred.
Put the caller on hold until they transfer the call. (The telephone operator should inform about that)
Dial the phone number of the person concerned to call the caller and contact them.
Mention that the person with the relevant name is on the phone line. Get permission to connect with the caller.
Contact the caller only if you get permission.
Phonetic alphabet
The phonetic alphabet can also be called a technical method for answering telephone calls. This especially happens when the telephone operator cannot clarify some information, especially if he hears things like a person’s name, a place’s name etc. For example, if the name John is not heard clearly, the caller can ask the telephone operator to spell the letters of that name. But if that needs to be clarified, the name can be identified clearly by saying the words that start with every letter of the name, in further explanation.
J – JULIET
O – OSCAR
H – HOTEL
N – NOVEMBER
A sample phonetic alphabet is shown below. You can use it at any time and away.
Best practices for telephone handling in hotels.
- Hold the caller for a maximum of one minute until the phone call is transferred. If it takes longer than that, get the caller’s name and phone number. Then give it to the person caller want to contact via massage pad.
- Avoid using hello when answering a phone call (always greet appropriately for the time of day).
- Answer the phone after three rings.
- Avoid smoking, drinking water, eating other food, giving bubble gum, and talking with others during a phone call.
- Use your natural voice and speak clearly.
- Always be very polite and pleasant when talking on the phone.
- Be well informed about the hotel as well as other required information.
- At the end of the phone conversation, thank the caller for calling the hotel.
- After the phone conversation is over, gently put the receiver on the phone.
- Use the phonetic alphabet if a name or place name is unclear in a phone conversation.
- When answering a call, answer with a smile. Doing this opens your mouth and lips so you can sound and use the words well.
- Sit or stand up straight and answer calls.
- If the phone is busy due to several calls, get the callers’ phone numbers and then call them quickly and provide the required service.
- Clean the phone well every time you start the shift. Check if the phone is working. If there is any problem, let the front office supervisor know.
- If a caller asks about a guest in the hotel or about a room number, be careful about giving it. Give such details only with the permission of the travel agent or tour guide.
- Always hold and lift the receiver of the telephone correctly.
In this article, we have explained how to handle the telephone in the hotel. To know more about the above-mentioned facts or if you have any other ideas, comment below.
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