Demonstrate appropriate telephone communication skills
• The use of the telephone is one of the most vital business tools in use today. More business is
won or lost on the phone than by any other means. Every staff member should undergo formal
training in correct telephone procedures
• The switchboard of a hotel or other hospitality business will have many calls coming in each
day. As the switchboard is often the first contact that a guest or customer has with the
establishment, it is very important staff are able to answer the telephone confidently and be able
to direct the call to the appropriate person or department
• Guests who participate in face to face communication experience a range of communication
techniques both verbal and non-verbal. When guests have a different first language to the hotel
staff then non-verbal communication may be more effective
• Telephone communication requires certain skills, including the appropriate attitude, energy
level, voice tone and volume. This includes the ability to speak clearly and distinctly with no
jargon and an ability to listen attentively
• Efficient and effective use of the telephone requires skill in the use and knowledge of the
telephone system and the procedures and policies. All staff who use the telephone need to use
appropriate telephone techniques
• Handle calls in accordance with house policies and procedures. For example, calls are
answered quickly and courteously, are directed to the appropriate department without delay and
redirected if necessary. Messages containing all the necessary information are passed on to
guests without delay (placing message slip under door, activating message waiting system etc.)
Staff should demonstrate the ability to correctly operate the telephone equipment and system to
prevent caller frustration and complaint
• The most common method of contact with a hotel or resort is the telephone system, either
landline or digital. Sometimes guests have cause to complain or express dissatisfaction with the
system or process. Staff from several departments can be the recipients of guest complaints
and frustration if the telephone system is malfunctioning.
Demonstrate appropriate telephone communication skills
• The use of the telephone is one of the most vital business tools in use today. More business is
won or lost on the phone than by any other means. Every staff member should undergo formal
training in correct telephone procedures
• The switchboard of a hotel or other hospitality business will have many calls coming in each
day. As the switchboard is often the first contact that a guest or customer has with the
establishment, it is very important staff are able to answer the telephone confidently and be able
to direct the call to the appropriate person or department
• Guests who participate in face to face communication experience a range of communication
techniques both verbal and non-verbal. When guests have a different first language to the hotel
staff then non-verbal communication may be more effective
• Telephone communication requires certain skills, including the appropriate attitude, energy
level, voice tone and volume. This includes the ability to speak clearly and distinctly with no
jargon and an ability to listen attentively
• Efficient and effective use of the telephone requires skill in the use and knowledge of the
telephone system and the procedures and policies. All staff who use the telephone need to use
appropriate telephone techniques
• Handle calls in accordance with house policies and procedures. For example, calls are
answered quickly and courteously, are directed to the appropriate department without delay and
redirected if necessary. Messages containing all the necessary information are passed on to
guests without delay (placing message slip under door, activating message waiting system etc.)
Staff should demonstrate the ability to correctly operate the telephone equipment and system to
prevent caller frustration and complaint
• The most common method of contact with a hotel or resort is the telephone system, either
landline or digital. Sometimes guests have cause to complain or express dissatisfaction with the
system or process. Staff from several departments can be the recipients of guest complaints
and frustration if the telephone system is malfunctioning.
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