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How to Build Telephone Etiquette and skills for hotel staffs

How to Build Telephone Skills for telephone operators?

Regardless of whom you talk with over the telephone, it's essential that you make a positive impression.

Answering the telephone is an opportunity for telephone operators / front desk agents / hotel staffs to portray professional image as well as a positive image for the hotel.

During any telephone conversation, hotel staff should follow the below key points:

  • Smile even though you are on the telephone. When you smile, you automatically improve your vocal quality, and you will also sound pleasant and interested.

  • Sit or stand up straight. By sitting or standing up straight, you'll be more alert and pay better attention to what is being said.

  • Use a low voice pitch. A lower voice pitch will make you sound more mature and authoritative.

  • Match your speaking rate to the caller's. Let the caller set the tempo of the conversation. For Example, he or she may be in a hurry, In that case you should provide information more quickly.

  • Avoid extremes in volume. If you speak too loudly, you may sound rude or pushy. If you speak too softly, you may sound timid or uncertain.

  • Avoid expressions such as "uh-huh" and "yeah." Such expressions make the speaker sound dull, indifferent and uninterested.

Front office staff often take phone messages for other employees or guests. most front offices have a standard telephone message form.

If you answer the phone, its important that you listen carefully and take accurate written notes while speaking with the caller. When you take a telephone message, be sure to get the following information:

  • Date

  • Time of the call

  • Name of the person being called

  • Callers' full name

  • Callers' department ( if the call is internal)

  • Caller's company

  • Caller's time zone ( only if overseas call)

  • Caller's Telephone number ( and area code, if needed)

  • Message ( do not abbreviate- provide a full message)

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Authored and managed by Augustine, a hotelier with over 20 years of experience in the industry. He has a 3-year diploma with 'honors' from the American Hotel & Lodging Educational Institute and a Bachelor of Computer Application - BCA Degree.