Dear Colleague’

Welcome to the telephone manner course/seminar.

The subject that we are discussing today is one of the most critical subject.one the top list of effective communication. knowing that effective communication, nowadays represents one of the main cores in evaluating any country development.

Telephone is considered as one of the most efficient and fastest communication modes worldwide.

In loading and hotels industry, telephone communication is one of the main effective reservation areas.

As most of the contracts and deals are done via the phone and then followed by the necessary documentation accordingly.

First impression is last impression and you are the ambassador of the good will.

Course synopsis.

This course is to familiarize telephone handlers With their importance ti the Property, guest and Any other caller. in addition to this, illustrating The proper way of handling telephone calls.

Target audience : Telephone operators and order takers

Course objectives : By the end of the course the participants will know. Who is the telephone operator? Importance of telephone operators and order takers to the hotel.

Definition of information and its importance communication cycle.

Handling telephone calls (external and

internal calls) Massage, and how to map it. Barriers facing telephone handlers. trip for telephone handlers.

The telephone operator simply represents the business card hotel to The Guest.

He Projects The Hotel And Chain Image To The Guest , Travel Agents and Corporate accounts

This Image Projected Forms the First Impression of Our Hotel and Its Quality .Such Impression May Accelerate the Guest Decision to Come and Visit the Hotel.

The Telephone Operation Is Also Viewed As A Public Relations Team Member As They Have The Opportunity To Accomplish Positive Guest.

Relations with the Guest throughout Their Stay within the Premises.

He/She Is The Sales Person Of The Hotel For External Guest. The Outlets For Internal Guest.

He/She Is The Information Center For The Whole Hotel.

He /She Is A Solving Area As Most Of The Guest Comments Or Complaints Are Directed To The Operators Or Order Taker.

Who Is The Telephone Operator?

1. Importance Of Telephone Operators And Or Order Takers:

The Importance Of Telephone Operators Lies In The Fact That They Are The Real

Directors Of Information Through out The Hotel .In Other Words They Represent The Traffic

Officer That Maintains The Flow Of Information All The Time To Internal And External Callers

.Accordingly Their Importance Lies In The Following:-

He/She Are Information Handlers.

He/ She Maintain Proper Flow Of Communication Cycle.

He/She Are Responsible For Limiting Any Access For Guest Information

.I.E. You Are not supposed to disclose or reveal guest room number this is the guest decision, so let him take it.

In The Vent That the Caller Asks For A Certain Room Number, Check The Name Requested To Avoid Any Inconvenience

Your Guest Privacy Is One Of Your Main Job Tasks

2. Nature And Importance Of Information.

Definition: Information Is Defined In Webster’s Dictionary As

The Communication Or Reception OfKnowledge To/ From Others

The Main 2 Cores Of Information Handling Are:

Right Person (To Whom Am I Delivering The Information)

Timely ( Is The Information Delivered On The Right Time Or Not)Information = Money

If The Information Is Delivered To the Wrong Person, Misuse of This Information May Result in lost of problems.

If The Information Is Not Delivered On Time, It Will Be Useless. Or In Other Words , It Mostly Indicates Lost Business

Information Delivered To the Wrong Person or Information

Delivered Not Timely

=A That You Must Deliver

Information Is Always the Direct Reason of Any Communication That Takes Place between Any Sender And Receiver .Therefore you need it Know More about Communication Cycle So As To Maintain It within Our Operation

3.Handling Telephone Calls

As Discussed Before The Magic Of The First 10 Seconds Is Established By You.If You Follow the Pillowing Steps, You Can Create A Very positive First Impression.

3.1 Handling External Calls,

Answering the Phone

All External Calls Must Be Answered Within The First 3 Rings. Always Remember That At This Stage The Guest Is Asking Himself .Did I Dial The Right Number? According Your Reply Answers This Question.

In Case The Response time exceeded 3 times , we need to apologize and acknowledge our Thanks For Guest patience by saying , thank you for waiting , or; your patience is being highly appreciated , air Madam,

Greeting the Caller,

Choose The Proper Time Greeting , Good Morning , Afternoon. Evening,

Identify Your Property By Saying ( Jaz Belvedere) Sharm El Sheikh Resort

Offer Your Help By Saying , How May I Help You .

Attitude and Manner.

You Need To Be.

As Caller As Possible.

Precise In Order Not Confuse Your Caller

Unhurried, sometimes it is viewed as rudeness.

Pleasantly, By Smiling.

Identifying The Caller Need.

Identified Need

It Occurs When Your Caller Ask About A Certain Person Or Department , And The Call Should Be Put Straight.

Non- Identified Need

It Occurs When The Caller Doesn’t Exactly Know Who He Wants To Talk To Or What Does He Exactly Want. The Call Must Not Be Transferred Until The Need Is Identified.

At This Stage You Need To Listing Carefully To Identify Exactly Who Is The Best Person To Serve The Guest .Then Immediately Transfer The Caller.

Statement Of Intent:

You Must Answer 2 Main Questions In the Caller Mind That Are To Whom Am I Going To Talk?

Accordingly You Must Inform The Guest About Who You Are Transferring Him .

Example: I will Transfer You to the Reservation Department

What Action Is Going To be Taken?

The Reason Why You Are Transferring The Caller To This Extension.

Example: The Situation of Availability Can Be Discussed With The Reservation Department

3.2 Internal Calls:

Operator , Name, How, Can I Help You

3.3 Calls On Hold:

The maximum Time Any Caller Should Be Left On Hold Is Maximum 20 Seconds.

In Case Of Unsuccessful Transfer:

First, You Must Inform The Caller The Situation.

Example: The Line Is Busy, Sir /Madame

Second, Offer The Guest One Of The Flowing Alternatives To Holed Until The Line Is Clear, The Line Busy, Would You Like to Hold On?

To Be Connected To Someone Else, The Line Is Busy Is There Anybody Else Who Can Help You?

To leave a message, The Line Is Busy .Would you like to Leave a Message?

To have Some one Return The Call , The Line Is Busy. May I Take Your Number And Have Some One Call You ?

3.4 Taking Messages:

When You Taka A Telephone Message, Be Sure To Maintain The Following Information From The Caller.

Time . Date.Caller’s Full Name . Name of the Person Being Called.Caller’s Company . Caller’s Telephone Number .Signature . Message.

3.5 Closing The Call The Minimum Acceptable Response Is, Thank You, In Case Of Outside Call, Thank You

For Calling The Operator , In Case Of Internal Call .

4.Barriers Facing Telephone Handlers.

Language Barriers, is on the main reasons of bad communication .As Phonetics Vary From One culture to Another.

Noise in the Line, This is one of the uncontrollable factors. Outside distraction, movement of individuals around. Lack of Concentration. Guests in a Hurry. Non Identified Needs

Tips for Handling Telephone in Better Way.

Get Prepared .Make Sure That There Is A Telephone Bad , A Pen And Vouchers If Necessary .Be Informative And Know About The Functions Or Events You Have Within Your Property.

Reply Courteously.1. Put A Smile In Your Voice, Callers Can Feel This Smile , Watch You Body Posture While

Answering The Phone . Your Body Needs To Be Erect To Help You Respire Property To Allow A Adequate Amount Of Air To Your Lungs. This Will Help You Project A fresh And Proper Sound Pitch.

2. Never Speak To Someone Else When You Pick Up The Phone.

3. Answer Immediately (After The Third Ring) Nothing A Caller Than Having To Waite.

4. Listen Carefully, Listen And Always Listen To Your Guest Feeling.

Identify Your Guest Needs Quickly. Locate The Person Desired Quickly . Time Is Money.

Concentrate While Listening To Your Guest, Repeat the Facts That he.

Mentioned To Make Sure That You Are Directing The Call To The Proper Person.

5.Repeat The Callers Name, Repeating A Name Is Like Saying I Like You.

6.Before Placing Any Caller On Hold You Need To Have His Permission Also Placing Any Caller On Hold Doesn’t Give You The Right To Keep Him Waiting Forever.

Saying Thank You Is like Shaking Hands .Its Your Last Magic Touch That People Will Always Remember.

For Telephone Operators.

Put a Smile on Your Voice Speak Slowly and Clearly As You Articulate

Situation Stander Phraseology

Answering External Calls Good Morning, Afternoon, Evening, Hotel Name, How May I Help You?

On Hearing What The Caller Wants I Will Be Happy To Connect You Sir/ Madam.

If You Fail To Connect The Caller First Time Sir/ Madam I am Still Trying To Connect You, Thank You.

If The Hotel Guest Does Not Answer I am Sorry There’s No Answer Would You Like To Leave A message?

If The Caller Wants To Be Called Back Wants The Hotel Guest To Return His Call

When Would You Like To Be Called & At What Number Please

When The Caller Leaves Message Repeat The Message & Be Reliable

Mr. (Guest Name) I Had You Down For2:00 Pm Tomorrow.Your Number Is…. Etc.I will Make Sure Mr. / Ms Gets The Message Thank For Calling (Hotel Name).

Situation Stander Phraseology

Being On A Call & Another Line Begins To Ring.

Ask The Person You Are On The Line With If It’s Possible To Hold On.

Will You Excuse Me For A Moment SIR/MAAM /MR. /MS?

Thank You.OrMay Place You On Hold For A Moment Please.Thank You

Answer The Caller & Put Him On Hold Good Morning, Afternoon, Evening, Hotel Name,

Are You Able To Hold For A Moment, Please?

Thank You.

Go Back To The Second Caller On Holder. Thank You For Waiting.How May I help You?

Answering Internal Calls. Good Morning, After Noon, Evening Operator.

How May I help You.

When The Hotel Guest Requests A Wake Up Call, Repeat The Guest Request.

That Room 1015 Mr. For Six Forty Five A.M. In The Morning.

Have A Good Night Mr. Guest Name.

Situation Stander Phraseology

When A VIP Guest Requests A Wake Up Call Repeat The Guest Request

That Room 1015 Mr. For Six Forty Five A.M. In The Morning

May We Offer You Cup Of Coffee With Your Wake Up Call?

Have A Good Night Mr. Guest Name.

If The Caller Asks For Guest Room Number.

I’m Afraid We Cant Give Out Room Numbers For Security Reasons.

But If You Wish I Will Be Delighted To Put You Through.

It Is Vital To Answer Courteously Every Time The Caller Thanks You.

Your Welcome Or Your Most Welcome Or Not At All.