Identify yourself and your department on answering 4. A receptionist is a person who is the first point of contact between the customers and the organization. Good morning, thanks for calling the abc hotel, my name is xyz, how may i help you. Telephone etiquette guide answering calls for your departmentoffice 1. Usually, clients call back for repeat business because they are familiar with the way you function. 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. As a long time telephone operator in a hotel, i would answer the phone to many irate clients per day. The 5 most important rules of proper telephone etiquette.
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. Broad objective of this article is to learn about importance of telephone etiquette. A frequently called number list and local telephone directory should also be kept handy for quick reference. 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. This article focuses on the basic phone etiquette for receptionists and how should their approach be while attending calls. All hotels follow certain standards while handling telephone calls. Stand upright, do not fold your arms in front of the guest. Employee etiquette codes of conduct necessary for an. Telephone etiquette tips include speaking slowly and offer a pleasant greeting. Proper telephone manner in hotel free hotel management.
I dont know why is that but surely im not going to wait till this light turns green. Respect your organization to expect the same in return. Our 9 tips will ensure that you are professional on your. At times, when employees leave their office, no one answers their phone. 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.
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. Provide your customers with respect, friendliness, and knowledge, and oh, yes, the products and services you sell. Ask the caller to wait a moment or offer to return the call. 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. Fo01 sop serial number and department code department. Jun, 2014 body language secrets, how to deal with difficult people, danger phrases, power phrases, and more. If necessary, offer to call them back speak clearly, slowly, and with confidence outgoing calls express yourself clearly and concisely after.
Phone etiquette tips incoming calls telephones should always be answered with a phrase like, good morning, xyz dept. Good telephone etiquette means being respectful to the person you are talking with, showing consideration for the other person, allowing that person time to. 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. Telephone etiquette telephonic conversations are fast replacing traditional a onvenuea meetings, due to the logistics and time saved. 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. In closing, telephone etiquette can be summarized in one word. In a busy department or unit, this particular phrase may be too much to say. Telephone etiquettes we often have conversations over phone and it is very important that we pay attention to how you talk or behave on phone. Jul 25, 2016 in closing, telephone etiquette can be summarized in one word. Thats why youve put so much time into decorating and designing your interior. Telephone operator spends a great deal of its time with all the calls, communicating with people both inside and outside the hotel.
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. Afternoon or evening, your hotel name, how may i help you. Telephone etiquette training from mmm training solutions. 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.
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 they are an existing customer, youll keep them for life. As a hotel receptionist, your job isnt only to greet guests but also to make them feel welcome. Usually, clients call back for repeat business because they. A short presentation on telephone etiquette training by mmm training solutions. What all points should be taken care of while answering a call. The following guidelines will help to make the first impression a good one. Basic etiquettes required for hotel staff, list of front office staff etiquettes and manners, food and beverage staff etiquettes and manners list, always greet guest and colleagues with a smile, maintain a friendly and pleasant expression. Every time you answer the phone, you not only represent your organization, but you may be the. A frequently called number list and local telephone directory. Telephone plays a very important role in hotel industry. Importance of telephone etiquette assignment point. Proper telephone etiquette is a significant component of greeting guests through this entrance to your businessthe other front door. 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.
If so, it can be shortened to a phrase that is less wordy when answering, identify your department and your name. Sample standard telephone welcome greetings used in hotels. Dont treat your organization as a mere source of earning money. If this is a business call the employee should include the business name along with the employees name.
Use of appropriate etiquette ensures you will treat patients with respect and courtesy and provide a level of customer service that patients expect. Reception and telephone etiquette training course course. Telephone etiquette in hotels basic telephone etiquettes. Dont be that guy when it comes to telephone etiquette rules. All the time you should follow proper telephone manner. 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. Telephone etiquette is a basic part of customer service. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling. People from all walks of life will still be using the telephone for the reason that fastest way to communicate. Telephone etiquette for better business calls telephone skills at work business english lesson duration. May 24, 2014 telephone etiquette in hotels basic telephone etiquettes. Notes on telephone etiquettes grade 12 hotel management. Regrettably blogs do not allow for pdf attachments. Generally people outside from hotel calls for reservation or booking or change of schedule or passing message knowing information or talking to any guest.
Phone etiquette has a big impact on your callers and their perception of your brand. Telephone etiquette a to z guide to manners and etiquette. During the course of your work, you answer a telephone call from an angry customer who has a lot to say. Hotel sop for telephone etiquette in hotels, front office training sop for handling telephone calls in hotels. Knowing what to do and what not to do when answering and speaking on the phone is imperative. Naturally, a receptionist needs to have outstanding spoken interaction abilities. Multitudes of businesses, companies, and departments use telephones in their work every day.
Reception and telephone etiquette training is key to ensuring that on the ground level the office is run correctly. Sop front office telephone etiquette in hotels front. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling party. 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. In all the cases the person who will receive the phone has to. Online communication skills training courses recommended for you. Perfect telephone handling ensures efficiency of the reservation agent which at the same time upholds hotels standard.
Answering telephone in hotel and restaurant dos and donts tutorial 65 duration. 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. Asking and answering questions working as a receptionist comes with the territory of answering a lot of questions. 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. Ask if the visitor can wait a moment while you finish the call. Your staff should be familiar with the dos and donts of all forms of communication so that they can best represent your company well. Telephone always plays a significant role in hospitality industry. 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. Nov 8, 2016 sop telephone etiquette in hotels loadposition amptitle sop number.
Telephone skills training, phone etiquette training, etiquette training. 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. 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. Employee etiquette refers to codes of conduct an individual should follow while at work. Knowing how to answer the phone is as important as product development, marketing, advertising, etc. Telephone etiquette incoming calls always be polite 3 key phrases. Wish according to the time of the day good morning, afternoon or evening mr. Please thank you i apologize do not keep people on hold for too long. All employees who use the phone as part of their job should know how to leave a professional phone message.
If you talking over telephone and at the same time doing other business then you cannot concentrate on anything. This is offered in most telephone etiquette training. Make the caller know your work area, your name and offer appropriate greeting. Some of the qualities of a great receptionist include. Take your time while waiting for the light to switch and get to know the principles of the perfect call. People generally call a business for answers and receptionists should have them prepared for callers.
For all you hotel receptionists, here are the most commonly used expressions youll need to communicate with your international guests. 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. 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. Which information is not necessary for you to leave on your personal. Mar 16, 2020 telephone etiquette tips include speaking slowly and offer a pleasant greeting. There is a third page of blank message sheets for you to do some practice messages. Jan 23, 2009 good morning, thanks for calling the abc hotel, my name is xyz, how may i help you.
Email is a big part of your company communications to customers, to business partners and internally within the. People from all round the world call for making booking or asking. Why is it not advisable to take your cell phone into an important business meeting. Learn english with lets talk free english lessons 187,264 views 15. Street address 8 loma linda, lakeland, florida 338 mail address po box 5752, lakeland, florida 33807 phone 863. Look for ways to bend the rules and remove service obstacles. Work performed by the academy for educational development under sponsorship of the united states agency for international development usaid contract number. Placing or receiving a professional telephone call if you are answering a professional call. Alberta labour relations board chapter 12b effective. Telephone etiquette work performed by the academy for educational development under sponsorship of the united states agency for international development usaid contract number. Telephone etiquette by hospitality and business tpt.
It is wise to use full length paper andor colored paper so that the message is noticeable avoid using tiny notepads. The dos and donts of telephone etiquette readygrad. Telephone etiquette handout 170102 charleston school of. 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. The receptionist is primarily responsible for the boards telephone system.
1013 1196 1030 913 619 647 1159 751 953 1429 359 1171 603 849 57 1556 744 901 557 1191 1215 1156 1202 466 174 1410 916 551 928 993 1081 915 1406 1107 1522 782 400 1039 644 552 1316 522 451 1286 382 919