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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