1.2 Identify the components of the telephone
system
The telephone system must be able to meet the Hotel’s needs so the Hotel or resort can
function effectively, and also meet the guests’ needs. Guests have expectations of the
communications system at the Hotel or Resort. An appropriate telephone system must be
in place for this to happen, the telephone system must be capable of receiving and
making multiple calls at one time, putting calls on hold and transferring calls.
The components of a Telephone system
A Landline telephone system is connected by solid wires or fibre optic cable, tangible and
visible, from one location to another. The landline system includes multiple lines and
multiple telephone numbers. The size or the system depends on the number of lines and
numbers.
Mobile or cellular phones make and receive calls using radio
link or wireless connection. These telephones can also
support a wide range of other services such as text
messaging or SMS, email and internet access, business
applications and gaming and photography.
The mobile phones that incorporate general computing
capabilities are called smart phones. These phones are used
more frequently by guests and can be programmed to
operate electronic door locks and in-house services such as
room service orders. Staff increasingly use mobile phones to
keep in contact with staff or department areas. Staff in
housekeeping or Concierge may use mobiles to receive guest requests.
Paging systems for hotels help provide a best guest experience, keeping staff connected
to offer the quality of service guests expect. A paging system offers discrete and
immediate communication for staff. Paging systems and mobile phones allow staff to work
in operational areas and still be able to respond quickly to requests and requirements.
Modern pagers have capacity for text messaging and alerts and a storage capacity so
messages can be referred to later.
A switchboard is the piece of equipment that enables a Hotel or Resort to connect all the
telephone lines and extensions used. All calls coming into the hotel or Resort will pass
through the switchboard. The Switch board coordinates the telephone system and it
allows the use of several lines and extensions at once, allowing other users to perform a
range of other functions, place calls on hold, track all
incoming calls and transfer calls.
Telephone handsets and headsets are constructed with a
microphone to allow easy communication. The handset is
the part of the telephone which the user holds to their ear.
2.4 Use appropriate telephone communication
skills
Introduction
Telephone communication requires certain skills
including the appropriate attitude, energy level, voice
tone and volume. The ability to speak clearly and
distinctly with no jargon and an ability to listen attentively
is key.
Telephone communication skills
Conveying a helpful and positive attitude is reflected in the sound of a voice, using an
upbeat tone of voice. It needs to be pitched at the right level. It shouldn’t be too high as it
creates an irritating squeak, or too low so it sounds bored or sleepy. The pace of the
speech can also demonstrate professionalism. Speech that is too fast is hard to
understand. The guest may consider staff do not have time to serve them or are irritated
with them. If staff speak too slowly the guest may think that staff are bored or unhelpful.
When using the telephone the staff should speak clearly and distinctly without the use of
jargon or colloquial expressions. Staff should also avoid the use of industry jargon or
acronyms. It’s important to use questions to check guests’ requests, the use of open
questions to ensure staff get the best information. In adopting the use of positive
language 'yes, we can arrange that for you'. 'Certainly we will attend to that for you' 'Yes'
is the best response. Information should be given in a concise and polite manner.
All calls should be responded to in a professional manner, answered promptly and
politely, assistance offered in a friendly manner and questions asked politely to establish
the purpose of the call. All details should be repeated back to the caller in confirmation
and any requests transferred to the appropriate department promptly. Details of guest
requests should be recorded either electronically or written manually so an accurate
record of information is kept. Staff answering guest requests should take the opportunity
to promote in-house services and products.
Callers requiring to be transferred to a guest or hotel department should not be kept
waiting. Calls may need to be screened. For example, staff should never transfer a call
directly to a guest room without verifying the name of the guest the call is going to. Guests
change rooms or may have do not disturb blocks on their in-room telephone.
1.2 Identify the components of the telephone
system
The telephone system must be able to meet the Hotel’s needs so the Hotel or resort can
function effectively, and also meet the guests’ needs. Guests have expectations of the
communications system at the Hotel or Resort. An appropriate telephone system must be
in place for this to happen, the telephone system must be capable of receiving and
making multiple calls at one time, putting calls on hold and transferring calls.
The components of a Telephone system
A Landline telephone system is connected by solid wires or fibre optic cable, tangible and
visible, from one location to another. The landline system includes multiple lines and
multiple telephone numbers. The size or the system depends on the number of lines and
numbers.
Mobile or cellular phones make and receive calls using radio
link or wireless connection. These telephones can also
support a wide range of other services such as text
messaging or SMS, email and internet access, business
applications and gaming and photography.
The mobile phones that incorporate general computing
capabilities are called smart phones. These phones are used
more frequently by guests and can be programmed to
operate electronic door locks and in-house services such as
room service orders. Staff increasingly use mobile phones to
keep in contact with staff or department areas. Staff in
housekeeping or Concierge may use mobiles to receive guest requests.
Paging systems for hotels help provide a best guest experience, keeping staff connected
to offer the quality of service guests expect. A paging system offers discrete and
immediate communication for staff. Paging systems and mobile phones allow staff to work
in operational areas and still be able to respond quickly to requests and requirements.
Modern pagers have capacity for text messaging and alerts and a storage capacity so
messages can be referred to later.
A switchboard is the piece of equipment that enables a Hotel or Resort to connect all the
telephone lines and extensions used. All calls coming into the hotel or Resort will pass
through the switchboard. The Switch board coordinates the telephone system and it
allows the use of several lines and extensions at once, allowing other users to perform a
range of other functions, place calls on hold, track all
incoming calls and transfer calls.
Telephone handsets and headsets are constructed with a
microphone to allow easy communication. The handset is
the part of the telephone which the user holds to their ear.
2.4 Use appropriate telephone communication
skills
Introduction
Telephone communication requires certain skills
including the appropriate attitude, energy level, voice
tone and volume. The ability to speak clearly and
distinctly with no jargon and an ability to listen attentively
is key.
Telephone communication skills
Conveying a helpful and positive attitude is reflected in the sound of a voice, using an
upbeat tone of voice. It needs to be pitched at the right level. It shouldn’t be too high as it
creates an irritating squeak, or too low so it sounds bored or sleepy. The pace of the
speech can also demonstrate professionalism. Speech that is too fast is hard to
understand. The guest may consider staff do not have time to serve them or are irritated
with them. If staff speak too slowly the guest may think that staff are bored or unhelpful.
When using the telephone the staff should speak clearly and distinctly without the use of
jargon or colloquial expressions. Staff should also avoid the use of industry jargon or
acronyms. It’s important to use questions to check guests’ requests, the use of open
questions to ensure staff get the best information. In adopting the use of positive
language 'yes, we can arrange that for you'. 'Certainly we will attend to that for you' 'Yes'
is the best response. Information should be given in a concise and polite manner.
All calls should be responded to in a professional manner, answered promptly and
politely, assistance offered in a friendly manner and questions asked politely to establish
the purpose of the call. All details should be repeated back to the caller in confirmation
and any requests transferred to the appropriate department promptly. Details of guest
requests should be recorded either electronically or written manually so an accurate
record of information is kept. Staff answering guest requests should take the opportunity
to promote in-house services and products.
Callers requiring to be transferred to a guest or hotel department should not be kept
waiting. Calls may need to be screened. For example, staff should never transfer a call
directly to a guest room without verifying the name of the guest the call is going to. Guests
change rooms or may have do not disturb blocks on their in-room telephone.
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