Good telephone etiquette means being respectful to the person you are talking with, showing consideration for the other person, allowing that person time to. Nov 8, 2016 sop telephone etiquette in hotels loadposition amptitle sop number. So, if you really have to finish another job then it is better to hold the caller or tell him that you will call him after a certain period of time. People from all walks of life will still be using the telephone for the reason that fastest way to communicate. Telephone etiquette in hotels basic telephone etiquettes. It is wise to use full length paper andor colored paper so that the message is noticeable avoid using tiny notepads. Look for ways to bend the rules and remove service obstacles. Telephone etiquette whether answering the phone or making phone calls, the use of proper etiquette allows you to maintain a certain level of professionalism and deliver exceptional customer service. If necessary, offer to call them back speak clearly, slowly, and with confidence outgoing calls express yourself clearly and concisely after someone answers the phone, identify yourself. A short presentation on telephone etiquette training by mmm training solutions. Usually, clients call back for repeat business because they. Identify yourself and your department on answering 4. Telephone etiquette telephonic conversations are fast replacing traditional a onvenuea meetings, due to the logistics and time saved. Every time you answer the phone, you not only represent your organization, but you may be the.
Afternoon or evening, your hotel name, how may i help you. Importance of telephone etiquette in hotels when it comes to hotel industry regardless to whom the staff is speaking too it is very essential to make a positive impression. Wish according to the time of the day good morning, afternoon or evening mr. Asking and answering questions working as a receptionist comes with the territory of answering a lot of questions. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling party.
Respect your organization to expect the same in return. During the course of your work, you answer a telephone call from an angry customer who has a lot to say. A frequently called number list and local telephone directory should also be kept handy for quick reference. Make the caller know your work area, your name and offer appropriate greeting. All employees who use the phone as part of their job should know how to leave a professional phone message. 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. Notes on telephone etiquettes grade 12 hotel management. Voicemail is a standard part of nearly every businessclass telephone system, and knowing how to leave a professional voicemail phone messagein addition to how to answer onereflects positively on your company. Employee etiquette refers to codes of conduct an individual should follow while at work. Telephone etiquette a to z guide to manners and etiquette. Jan 23, 2009 good morning, thanks for calling the abc hotel, my name is xyz, how may i help you. Use of appropriate etiquette ensures you will treat patients with respect and courtesy and provide a level of customer service that patients expect.
If they are an existing customer, youll keep them for life. Dont treat your organization as a mere source of earning money. Sep 28, 2012 telephone etiquette is especially important in competitive industries because if you donat do it right, the customer has other options to choose from. Alberta labour relations board chapter 12b effective. Why is it not advisable to take your cell phone into an important business meeting. Telephone etiquette guide answering calls for your departmentoffice 1. Telephone etiquette incoming calls always be polite 3 key phrases. Telephone etiquette proper telephone etiquette an important facet of communication, since you represent not only yourself, but often your department and the university.
In all the cases the person who will receive the phone has to consider some basic telephone manner. Telephone etiquette training from mmm training solutions. Generally people outside from hotel calls for reservation or booking or change of schedule or passing message knowing information or talking to any guest. Knowing how to take care of callers and providing them with accurate information is critical. If a visitor approaches while you are on the telephone, excuse yourself briefly from the caller and acknowledge the visitor. At times, when employees leave their office, no one answers their phone. Your staff should be familiar with the dos and donts of all forms of communication so that they can best represent your company well.
Proper telephone manner in hotel free hotel management. Ask the caller to wait a moment or offer to return the call. Telephone always plays a significant role in hospitality industry. How to build telephone skills for telephone operators. If the caller is a potential customer and you are courteous to them, you have an excellent chance of gaining a new customer.
Provide your customers with respect, friendliness, and knowledge, and oh, yes, the products and services you sell. Broad objective of this article is to learn about importance of telephone etiquette. Email is a big part of your company communications to customers, to business partners and internally within the. Telephone etiquette work performed by the academy for educational development under sponsorship of the united states agency for international development usaid contract number. The receptionist is primarily responsible for the boards telephone system. Dont be that guy when it comes to telephone etiquette rules. Naturally, a receptionist needs to have outstanding spoken interaction abilities.
Telephone plays a very important role in hotel industry. Good morning, thanks for calling the abc hotel, my name is xyz, how may i help you. Online communication skills training courses recommended for you. There is a third page of blank message sheets for you to do some practice messages. The dos and donts of telephone etiquette readygrad. Work performed by the academy for educational development under sponsorship of the united states agency for international development usaid contract number. The 5 most important rules of proper telephone etiquette with so much attention being placed on online communication, whether its via email and social media, it seems that conversing with your actual voice is a. I dont know why is that but surely im not going to wait till this light turns green. Which information is not necessary for you to leave on your personal. Communicate on the telephone 3 unit descriptor communicate on the telephone this unit deals with the skills and knowledge required to communicate on the telephone in a range of settings within the hotel and travel industries workplace context. If this is a business call the employee should include the business name along with the employees name. Reception and telephone etiquette training is key to ensuring that on the ground level the office is run correctly.
Telephone operator spends a great deal of its time with all the calls, communicating with people both inside and outside the hotel. Employee etiquette codes of conduct necessary for an. For all you hotel receptionists, here are the most commonly used expressions youll need to communicate with your international guests. Street address 8 loma linda, lakeland, florida 338 mail address po box 5752, lakeland, florida 33807 phone 863. People generally call a business for answers and receptionists should have them prepared for callers.
May 24, 2014 telephone etiquette in hotels basic telephone etiquettes. Our 9 tips will ensure that you are professional on your. Telephone etiquette is a basic part of customer service. Importance of telephone etiquette assignment point. Mar 16, 2020 telephone etiquette tips include speaking slowly and offer a pleasant greeting. Hotel sop for telephone etiquette in hotels, front office training sop for handling telephone calls in hotels.
Phone etiquette worksheet an eeoaa employer, university of wisconsinextension provides equal opportunities in employment and programming, including title ix and american with disabilities ada requirements. Telephone etiquette handout 170102 charleston school of. If you talking over telephone and at the same time doing other business then you cannot concentrate on anything. In all the cases the person who will receive the phone has to. Knowing how to answer the phone is as important as product development, marketing, advertising, etc. Multitudes of businesses, companies, and departments use telephones in their work every day. A frequently called number list and local telephone directory.
Placing or receiving a professional telephone call if you are answering a professional call. However, you need to maintain of the proper telephone etiquette since the way you communicate may either help to make or break your personal image. The following guidelines will help to make the first impression a good one. People from all round the world call for making booking or asking. Ask if the visitor can wait a moment while you finish the call.
If you work in an office, run a small business, or simply want to make sure that phone manners are practiced in your home, focus on telephone etiquette. Jul 25, 2016 in closing, telephone etiquette can be summarized in one word. Regardless of whom you talk with over the telephone, its essential that you make a positive impression. Wish according to the time of the day good morning, afternoon or evening, your hotel name, how may i help you. What all points should be taken care of while answering a call. An understanding of basic telephone etiquette, however, is important for any member of staff who may be required to speak on the telephone. All the time you should follow proper telephone manner. However, you need to maintain of the proper telephone etiquette since the way you communicate may either help to make or break your personal image and your partnership with others. Learn english with lets talk free english lessons 187,264 views 15.
Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling. As a hotel receptionist, your job isnt only to greet guests but also to make them feel welcome. In a busy department or unit, this particular phrase may be too much to say. This is offered in most telephone etiquette training. In closing, telephone etiquette can be summarized in one word. Regrettably blogs do not allow for pdf attachments. This article focuses on the basic phone etiquette for receptionists and how should their approach be while attending calls. Phone etiquette tips incoming calls telephones should always be answered with a phrase like, good morning, xyz dept. The premier hotel cape manor durban the protea hotel pietermaritzburg the protea hotel bloemfontein the protea hotel mpumalanga the protea hotel mmabatho the protea hotel mafikeng the protea hotel polokwane the protea hotel kimberley the protea hotel effective telephone etiquette the more you book the cheaper the price. Usually, clients call back for repeat business because they are familiar with the way you function. If necessary, offer to call them back speak clearly, slowly, and with confidence outgoing calls express yourself clearly and concisely after. Report this resource to let us know if this resource violates tpts content guidelines. Telephone skills training, phone etiquette training, etiquette training.
A receptionist is a person who is the first point of contact between the customers and the organization. Todays telephone etiquette for the workplace by staff although new technologies have changed the face of business, the need for proper workplace telephone etiquette has not changed. All hotels follow certain standards while handling telephone calls. Knowing what to do and what not to do when answering and speaking on the phone is imperative. Jun, 2014 body language secrets, how to deal with difficult people, danger phrases, power phrases, and more. Some of the qualities of a great receptionist include. Telephone etiquette tips in the business world, it is incredibly important to convey a professional image, not only in person but on the telephone as well. Often companies spend hours training receptionists in the finer points of telephone etiquette, yet pay little attention to how the rest of the workforce answer calls or place callers on hold. Telephone etiquette the charleston school of protocol and etiquette, inc. Reception and telephone etiquette training course course. As a long time telephone operator in a hotel, i would answer the phone to many irate clients per day.
Telephone etiquette by hospitality and business tpt. When placing multiple calls on hold, remember to return to the first caller you placed on hold first when you are transferring a phone call. Phone etiquette has a big impact on your callers and their perception of your brand. Thats why youve put so much time into decorating and designing your interior. Miss knowitall often companies spend hours training receptionists in the finer points of telephone etiquette, yet pay little attention to how the rest of the workforce answer calls or place callers on hold. Proper telephone etiquette is a significant component of greeting guests through this entrance to your businessthe other front door. Telephone etiquette tips include speaking slowly and offer a pleasant greeting. Perfect telephone handling ensures efficiency of the reservation agent which at the same time upholds hotels standard. If you work in an office or are in work that requires you to answer a phone then you want to be sure that your telephone manner is professional.
Fo01 sop serial number and department code department. Sample standard telephone welcome greetings used in hotels. Sop front office telephone etiquette in hotels front. Remembering to use proper telephone etiquette, whether answering or making calls, leaves your respondents with a favorable impression of you, your department, and lehigh in gen.
Stand upright, do not fold your arms in front of the guest. The 5 most important rules of proper telephone etiquette. The telephone stripes you of the advantages of using facial expression, gestures and eye contact instead of relying on your personal appearance, you must rely on your voice to conve. Once your receptionists have read this post and have a good hold of their telephone etiquette, make sure they, and the rest of your staff, check out our post on email etiquette and business texting etiquette. If so, it can be shortened to a phrase that is less wordy when answering, identify your department and your name. Remembering to use proper telephone etiquette, whether answering or making calls, leaves your respondents with a favorable impression of you, your department, and lehigh in general. Answering telephone in hotel and restaurant dos and donts tutorial 65 duration. Telephone etiquette for better business calls telephone skills at work business english lesson duration.