SITXCOM004A

L7 1032011Review L6 (10rsquo)Unit plan amp assessment (5rsquo)Communicate activity (15rsquo)Basic telephone expressions(20rsquo)Introduction of Communication on the

telephone (10rsquo)Steps of taking a call (20rsquo)Telephone tools (10rsquo)RecapRemember to bring the book TR to H

Review Inter-department communicationWays of communicationCommunication is made up ofhelliphomework

Unit planBy the end of this unit yoursquore able tohellip

CommunicationGo through Then in same groups using the word

communication come up with anything relating to telephone skills using each letter of the word

Eg C ndash speak clearly O ndash Open Questions M ndash Do not mumble Go through answers and advice will be discussing

further10mins group work

M- do not be absent mindedU- undulating tonesfully understandN- state the name of your establishmentyour

nameI ndashaccurate informationC-listen carefullyconciseclearcommon

languageA- active good attitudeT- answer in three ringstwo-waytactI ndash avoid interruptedO- reflect on timeN- take notes

Communication

Basic telephone expressionsScenarios1 you try to find Rosalie working in the FampB

department in Grand Sun Hotel by calling to discuss the shopping appointment she is in a meeting which could finish in 20 minutes itrsquos better for you to tell her by your own

2 you try to talk to the Financial Manager to discuss an urgent affair someone else answers the phone and she helps you to get him

3 you invite the assistant manager to come to your wedding but she is on a business trip you decide to leave a message

Group work 5rsquo

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

L7 1032011Review L6 (10rsquo)Unit plan amp assessment (5rsquo)Communicate activity (15rsquo)Basic telephone expressions(20rsquo)Introduction of Communication on the

telephone (10rsquo)Steps of taking a call (20rsquo)Telephone tools (10rsquo)RecapRemember to bring the book TR to H

Review Inter-department communicationWays of communicationCommunication is made up ofhelliphomework

Unit planBy the end of this unit yoursquore able tohellip

CommunicationGo through Then in same groups using the word

communication come up with anything relating to telephone skills using each letter of the word

Eg C ndash speak clearly O ndash Open Questions M ndash Do not mumble Go through answers and advice will be discussing

further10mins group work

M- do not be absent mindedU- undulating tonesfully understandN- state the name of your establishmentyour

nameI ndashaccurate informationC-listen carefullyconciseclearcommon

languageA- active good attitudeT- answer in three ringstwo-waytactI ndash avoid interruptedO- reflect on timeN- take notes

Communication

Basic telephone expressionsScenarios1 you try to find Rosalie working in the FampB

department in Grand Sun Hotel by calling to discuss the shopping appointment she is in a meeting which could finish in 20 minutes itrsquos better for you to tell her by your own

2 you try to talk to the Financial Manager to discuss an urgent affair someone else answers the phone and she helps you to get him

3 you invite the assistant manager to come to your wedding but she is on a business trip you decide to leave a message

Group work 5rsquo

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Review Inter-department communicationWays of communicationCommunication is made up ofhelliphomework

Unit planBy the end of this unit yoursquore able tohellip

CommunicationGo through Then in same groups using the word

communication come up with anything relating to telephone skills using each letter of the word

Eg C ndash speak clearly O ndash Open Questions M ndash Do not mumble Go through answers and advice will be discussing

further10mins group work

M- do not be absent mindedU- undulating tonesfully understandN- state the name of your establishmentyour

nameI ndashaccurate informationC-listen carefullyconciseclearcommon

languageA- active good attitudeT- answer in three ringstwo-waytactI ndash avoid interruptedO- reflect on timeN- take notes

Communication

Basic telephone expressionsScenarios1 you try to find Rosalie working in the FampB

department in Grand Sun Hotel by calling to discuss the shopping appointment she is in a meeting which could finish in 20 minutes itrsquos better for you to tell her by your own

2 you try to talk to the Financial Manager to discuss an urgent affair someone else answers the phone and she helps you to get him

3 you invite the assistant manager to come to your wedding but she is on a business trip you decide to leave a message

Group work 5rsquo

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Unit planBy the end of this unit yoursquore able tohellip

CommunicationGo through Then in same groups using the word

communication come up with anything relating to telephone skills using each letter of the word

Eg C ndash speak clearly O ndash Open Questions M ndash Do not mumble Go through answers and advice will be discussing

further10mins group work

M- do not be absent mindedU- undulating tonesfully understandN- state the name of your establishmentyour

nameI ndashaccurate informationC-listen carefullyconciseclearcommon

languageA- active good attitudeT- answer in three ringstwo-waytactI ndash avoid interruptedO- reflect on timeN- take notes

Communication

Basic telephone expressionsScenarios1 you try to find Rosalie working in the FampB

department in Grand Sun Hotel by calling to discuss the shopping appointment she is in a meeting which could finish in 20 minutes itrsquos better for you to tell her by your own

2 you try to talk to the Financial Manager to discuss an urgent affair someone else answers the phone and she helps you to get him

3 you invite the assistant manager to come to your wedding but she is on a business trip you decide to leave a message

Group work 5rsquo

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

CommunicationGo through Then in same groups using the word

communication come up with anything relating to telephone skills using each letter of the word

Eg C ndash speak clearly O ndash Open Questions M ndash Do not mumble Go through answers and advice will be discussing

further10mins group work

M- do not be absent mindedU- undulating tonesfully understandN- state the name of your establishmentyour

nameI ndashaccurate informationC-listen carefullyconciseclearcommon

languageA- active good attitudeT- answer in three ringstwo-waytactI ndash avoid interruptedO- reflect on timeN- take notes

Communication

Basic telephone expressionsScenarios1 you try to find Rosalie working in the FampB

department in Grand Sun Hotel by calling to discuss the shopping appointment she is in a meeting which could finish in 20 minutes itrsquos better for you to tell her by your own

2 you try to talk to the Financial Manager to discuss an urgent affair someone else answers the phone and she helps you to get him

3 you invite the assistant manager to come to your wedding but she is on a business trip you decide to leave a message

Group work 5rsquo

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

M- do not be absent mindedU- undulating tonesfully understandN- state the name of your establishmentyour

nameI ndashaccurate informationC-listen carefullyconciseclearcommon

languageA- active good attitudeT- answer in three ringstwo-waytactI ndash avoid interruptedO- reflect on timeN- take notes

Communication

Basic telephone expressionsScenarios1 you try to find Rosalie working in the FampB

department in Grand Sun Hotel by calling to discuss the shopping appointment she is in a meeting which could finish in 20 minutes itrsquos better for you to tell her by your own

2 you try to talk to the Financial Manager to discuss an urgent affair someone else answers the phone and she helps you to get him

3 you invite the assistant manager to come to your wedding but she is on a business trip you decide to leave a message

Group work 5rsquo

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Basic telephone expressionsScenarios1 you try to find Rosalie working in the FampB

department in Grand Sun Hotel by calling to discuss the shopping appointment she is in a meeting which could finish in 20 minutes itrsquos better for you to tell her by your own

2 you try to talk to the Financial Manager to discuss an urgent affair someone else answers the phone and she helps you to get him

3 you invite the assistant manager to come to your wedding but she is on a business trip you decide to leave a message

Group work 5rsquo

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

一要找的人不在　 　 a Good morning this is Carol May I speak to

miss chen　 　 b yes one moment please Irsquoll get her for you　 　 a thank you　 　 b Irsquom sorry shersquos not at her room right now　 　 a oh Irsquoll call her again二自我介绍时请注意　　 1 ldquohellordquo 等于是中文的ldquo喂rdquo随时随地可用但在职

业用语中不用　　 2 打电话先行自我介绍是一种礼貌电话中最常用 this

is~ 的形态而不是 here is~ 或 i am~ 这是打电话需要注意的

　　 3 ldquo may I speak to~rdquo 也可以换成是 ldquo can I speak to~rdquo 请 ~ 听电话

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

三抱歉这么晚打来的说法1 Irsquom sorry to call you so late 对不起这么晚打电话来2 I hope I didnrsquot catch you at a bad time 抱歉这种时

候找你（含有希望没有打扰到你的意思）3 I hope I didnrsquot wake you up so early 我希望这么早

没有吵到你4 Irsquom sorry to call you so early 对不起这么早打电话来5 Irsquom sorry to bother you at this hour 很抱歉在这时

打扰你四有急事时的表达方法1 Itrsquos urgent Could I have her mobilephone

number2 Could you tell me where I can reach her3 This is an emergency I need to get in contact

with him right now

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

五对方不在的说法1 Itrsquos nothing important 没什么重要事2 Itrsquos nothing urgent Thank you good-bye 没什么要紧事

谢谢您再见3 Irsquoll call her again 我会再打给她4 Irsquoll call back later 我稍后会再打来5 Please ask Miss Chen to call me back 请陈小姐给我回电话6 Could you tell her to call Carol as soon as possible 能不

能请她尽快打电话给卡洛7 Ask her to call Carol at home after seven please 麻烦她

在七点后打电话到卡洛家8 Can I leave a message 我可以留言吗9 Please have her return my call 请她回电话给我10 Could you ask him to call me back 可以请他给我回电话吗11 Please tell her Carol called 请告诉她卡洛找她12 Let me call back later again Thank you 我稍后再打电话

来谢谢你13 Please tell him to phone 2233-4455 请他给 2233-4455

回电话

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

六电话答录机 This is a recording Irsquom not at home now Please leave a

message after the beep Thank you 这是电话答录机我现在不在家请在 哔 的一声之后开始留言谢谢

七打错电话1 Irsquom sorry I have the wrong number2 Is this 02-2718-53983 Sorry to have bothered you4 Irsquom sorry I think I must have dialed the wrong number5 Could I check the number Is it 2211-3344八听不清楚

1 Sorry I didnrsquot catch you 对不起我听不懂你说的2 Sorry I didnrsquot understand 抱歉我听不懂3 Sorry I didnrsquot get what you said 对不起我没听懂你说的话4 I canrsquot hear you very well 我听不太清楚5 I can barely hear you 我几乎听不到你说的6 Irsquom having trouble hearing you 我听不清楚7 We have a bad connection 通讯效果不太好8 I canrsquot catch what you are saying 我听不太清楚你说的话

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

九打电话的人找的是你自己 --Is Daisy there (Daisy 在吗 ) --Speaking 我就是 This is shehe 我就是 Youre speakingtalking to herhim 你正在跟她说话 This is Daisy 我就是 Daisy 　 Thats me 我就是 十打电话的人要找的人不在 --May I speak to Mr Gates ( 请问 Gates 先生在吗 ) --Hes not here right now Hes out Helsquos in a meeting right now Yoursquove just missed him Helsquos just stepped out 他刚好出去了问对方是否要留言 --Hes out on his lunch break right now Would you like

to leave a message Hes not available right now Can I take a message

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Telephone calls may take place in a range of different contexts includingofficereception areaon tourin a restaurant or kitchenon sitewith customerswith colleagueswith suppliers

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs Enterprises also design their own standard policies and procedures for a range of telephone uses including

incoming calls handling complaintstaking messages making callssales calls transferring callswake up calls

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Communication on the TelephoneWhy do you think it is so important staff are

trained properly to answer the telephone

ldquoMoments of TruthrdquoAny opportunity for a customerguest to

make a judgment about the standard of service provided by an establishment

Is communication on the telephone a moment of truth Workbook

p15

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

How an establishment can be judged over the phone And get students to list some they can think of For example Number of rings before the call is answeredTone of voice used by the staff memberhelliphellipWords used by the staff memberClarityconciseness of the information provided by

the staff memberPoliteness patience logical sequence of the saying correct amp warm amp polite greetingProduct knowledgeProfessionalism efficiency accuracy manner on

the phoneWater

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

总机案例指路五一黄金周的一天 1940 左右总机接到一位外地客人打来的

电话他是自己驾车携家人来新昌游玩而且已在酒店订了房但天色已黑不知该如何行车才能到达酒店总机服务员自认为对本城是最熟悉不过了于是问清客人所在的位置后给他指了一条最便捷的行车路线

20 分钟后这位客人打来第三个电话说他们已经在东门大转盘了这不是离酒店很近了吗就算是步行最多也就五分钟的路程于是总机服务员不加思索地告诉客人ldquo绕过转盘上来100 米左右在国邦大酒店门口向左一拐就看见我们酒店了rdquo　

ldquo上来上哪儿来我面前有三四条路哎小姐我又不是本地人你咋拎不清呢rdquo电话那头突然的呵斥声让总机服务员愣住了两秒钟后她才反应过来其实在那个转盘里立有一块酒店的方向指示牌因为不是很大客人可能没注意于是总机服务员赶紧说了一声对不起后提醒他注意立在转盘里面的指示牌一经提示客人马上就看到了指示牌说了句ldquo知道了rdquo就挂了电话

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Think about what are the common types of inquiries made over the phone in hospitalitySuch as Food amp Beverage inquiryhelliphellipBed breakfast recreation entertainment inquiry

Itrsquos time to turn an inquiry into a booking but howTo be better than your competitors in everything

that you offer ndash including telephone customer service If you do not get it right your potential customer will probably go elsewhere

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

How can we do to ensure that we offer excellent telephone communicationWorkbook P1610min

Remember　itrsquos　a　moment　of　truth　and　there　is　no　second　

chance　to　make　a　fist　impression

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Steps to taking a call (incoming calls)1Incoming calls should be answered after the third and

before the fourth ring (usually before the third ring)Preparation during the three rings STOP what you doing

and FOCUS on the call Sit upright and be ALERT SMILE2Greeting time of day company name (if internal

incoming calls departmentsection of the enterprise) introduce yourself ldquoGood morning Hunan International Business Vocational

College This is Oscarrdquo3Offer assistance

ldquoHow may I help you Ms Smithrdquo4Transfer Complete the call5 Record the message amp Confirm details6Thank the guest7Follow up

Workbook P18

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Every time you answer the phone

Smile

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Training Situations

1 a person calls to find a guest living in your hotel transfer the phone

2 a person calls to book a suite for their wedding anniversary write down the details

3 a person calls to ask the location of your hotel

5min to prepare group work

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Telephone toolsBefore working with a telephone what tools

do we must preparePen and paper for taking message (message

pads and pens)List of extension numbers( 分机号 )List of regularly called numbersA list of people likely to be called by staff and

customers in our organisationDescriptions of products and servicesSpecial offersAny other related information( 见下页 PPT) that

a caller may request

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

总机话务员的服务标准（ 1 ）会一至两门外语会说标准的普通话和一些常见的地

方话（ 2 ）声音清晰吐字清楚注意语音语调尽量做到悦耳动听

（ 3 ）态度诚恳温文尔雅接听电话时均要向客人致问候（ 4 ）熟练掌握电话总机的性能和操作方式（ 5 ）熟知酒店所有的内线电话号码（ 6 ）熟悉酒店总经理各部门经理的所有公开联系方式

熟悉经理的声音和讲话习惯（ 7 ）熟悉各大机关公司交通部门海关公安局医院自来水公司供电局各大酒店总机大专院校总机等单位的电话号码

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

（ 8 ）熟悉世界各地的国际时间与北京时间的时差（ 9 ）熟悉各地长途电话的资费标准（ 10 ）严格遵守《员工守则》和话务室的制度不得利用工作之便与客人拉关系不得在电话中与客人谈与工作无关的话不得利用工作之便与客人交朋友上房间泄露酒店秘密违反有关外事纪律

（ 11 ）对酒店的各项活动及设施的具体情况有所了解应掌握清楚本市及附近地区的环境天气景点交通甚至临近城市的航班

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

SummaryUnit plan amp assessmentBasic telephone expressionsMoment of truthHow to offer excellent telephone

communicationSteps of taking a callTelephone tools

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

L8-9 2032011Review L7 (10rsquo)Telephone etiquette (10rsquo)Special circumstances(10rsquo)Case study(20rsquo)Mobile phone etiquette (20rsquo)Complaints on telephone ltSOPgt (5rsquo)Threatening or suspicious calls (5rsquo)Telephone quiz activity(15rsquo)Recap(5rsquo)

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Review Moment of truthHow to offer excellent telephone

communicationSteps of taking a call (two Sts to show us an

example)Telephone tools

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Telephone etiquette1 Answer the call within three rings2 Record messages legibly( 清楚 )3 Using the callerrsquos name when known4 When the callerrsquos name is not known using

appropriate forms of address(sir or madam)5 Transferring calls promptly6 Thank the caller for calling7 Allowing the caller to disconnect the line first

Never hang up on a customer first as they may have more that they wish to discuss

8 Do not use slang colloquialisms or jargon9 Give your total attention (Stop anything else

you are doing)

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Special circumstance1 Another phone rings when you are responding

to one incoming calls how to deal with itFirst answer the second call and apologize to the

first call then ask the second caller wait a moment finish the first call tactfully as soon as possible but remember no hurry do not hasten(催促 )

2 If there are questions you donrsquot know what should you doitrsquos impolite to say ldquoI donrsquot knowrdquo ldquoyou ask other

peoplerdquo ldquonordquo ldquoit canrsquot be donerdquo etc yoursquod better to look carefully or transfer the call the right department person or we say we will find out

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

3 What should you do if you get an wrong number callExplain carefullyfriendlypolitely even the

caller impolite4 What should you do if you meet

emergency such as fire alarmTell the FO manager and other relevant

departments then follow the order to take action

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Case --- Paint a picture (TR to H p229) In this example we want the student to

think closely about how important it is to communicate clearly on the telephone

The problems exhibited include1Sharing too much information with the

caller Staffing issues should never be shared with guests and the telephonist should have taken apologised for the problems encountered when calling earlier

Case study

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

2Lack of information If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service)

3Lack of sales training The telephonist clearly had not been trained in how to sell and in fact was quite happy to lose the sale just because they were busy

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Preferred approach1Apologise for problems when calling

earlier in the week2Explained that they were unable to deal

with the issue now however take a number to call them back at a convenient time

3Take down addressemail details and offer to send information based on what the caller was looking for

4Ensure all staff are fully trained

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Mobile Phone EtiquetteDebate advantage and disadvantage of

mobile phone5mins to prepare 5mins to debate

Did you experience any complaints about your othersrsquo using the mobile phone

Discuss the etiquetteDecide the etiquetteWorkbook P20-21Sts explain in group (G1-p21 G2-p22 the first

5 points G3-p22 the second 5 points)

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Complaints on the telephoneComplaint call handling skillsDiscuss 留下客人的详细信息记录好客人投诉的事情原由告诉请等你了解一下情况及时给他回复过去

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Steps for telephone complaint resolution1Establish the issue

We are able to resolveIf not thank the caller for bringing the

problem to our attention let the caller know who the right person is why and then transfer them to that person

2Acknowledge the issueIf we are able to resolve the situation we

should express concern and apologize on behalf of the organisation Donrsquot blame or pass the buck

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

3Indicate what action will be takenWe only can offer what we are authorised to offer

so we may need to refer the problem to someone with greater authority and inform the caller of this We may do this immediately or have to call the customer back

4Do what we say we are going to doWhether it is referring the complaint to our

supervisor sending a gift voucher or giving a refund do it immediately

5Follow upMake sure that what was offered was followed

throughLook for win-win

situation

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

EmergenciesTR to H p240

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Threatening or suspicious callsTR to H p241接炸弹恐吓电话时处理办法⑴ 任何人接到炸弹威胁电话都应听清来电者的每一个字噪音及其背景声音以猜测来电者的位置⑵ 假装听不清电话拖延来电者占线时间以尽量获得更多信息并作详细记录⑶ 如来电者同意可将电话转给总经理或总值班员同时通知保安迅速采取行动⑷ 如果来电说完就挂断电话则立即通知总值班员或相关人员以便采取进一步行动和对策如有录音设备要及时对通话进行录音

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Telephone technique activity quizWorkbook P23

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

L9 2032011Transferring Calls (30rsquo)Placing a call on hold (30rsquo)Assessment sheet explain (20rsquo)Recap amp Assessment arrangement (10rsquo)This Friday Role play A amp B (516=90rsquo) do

lsquoCrsquo next Wed Knowledge test (30rsquo if time

permits otherwise next Monday)

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Transferring Calls (Remind them there will be assessment

on this procedure)Most calls received at the main switchboard

are transferred through to an extension in the establishment

How to transfer1 Follow the standard procedure for responding

to incoming calls2 Ascertain who the call is for3 Let the caller know you are going to transfer

them4 Thank the caller for calling and promptly

transfer the call to the appropriate extension

why

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

If the extension is engaged let the caller know this and offer three options

--would they like to hold--would they like to speak with someone else--would they like to leave a message--would they call again later After transferring after 5 rings the telephonist

should -- Irsquom sorry nobody answer the telephone would

you like to leave a message

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 1 Workbook P23-Good morning Dragon hotel This is Debra-Yes Debra this is Sally Jones here-How can I help you Ms Jones-I would like to make a reservation please-Would that be for accommodation or the

restaurant Ms JonesAccommodation pleaseCertainly I am transferring you to

reservations now Thank you for calling

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 2--Good morning Sheraton Grand hotel This is

Sunny How may I help you--I would like to enquire about booking a

romantic weekend please--Certainly sir One of our reservations staff

will be able to help you with our packages I will transfer you now Thank you for calling

If the line is busy--I am sorry sir Reservations are engaged

at the moment Would you like to hold or cane I ask them to call you back

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 3-- Good afternoon Stokehouse Restaurant This is

Jacob How may I help you--Good afternoon I would like to speak with your

accounts payable department--Certainly sir Irsquoll transfer you now Thank you

for callingIf the line is busy--Irsquom sorry sir that line is busy Would you like to

hold or may I take a message for youIf the call reverts back to the switchboard--Irsquom sorry sir our accountant Mr Sullivan is not

in his office at the moment May I take a message for you

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Notes Notes 1 如果来电客人要求转接客房电话时应在电脑上迅速查找客

人的姓名房号若要找的客人与登记不符须再次与来电客人核对核对无误后方可转接

2 电话占线或线路繁忙时应请对方稍候并使用音乐保留键播出悦耳的音乐（然后迅速准确地处理手上的电话）

3 对要求房号保密的客人如果并没有要求不接任何电话可问清来电者姓名单位等然后告诉客人询问客人是否接听电话如果客人表示不接任何电话应理解通知总台在电脑中输入保密标志遇来访或电话查询即答客人未住本饭店

4 如果房间客人做了ldquo免电话打扰rdquo应礼貌向来电话者说明并建议其留言或待取消免打扰ldquo后再来电话

5 如果客人错挂电话进来应有礼貌地对客人说ldquo对不起您挂错了rdquo

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Case studyCase study电话转接的技巧某公司的毛先生是杭州某三星级饭店的商务客人他每次

到杭州肯定入住这家饭店并且每次都会提出一些建议可以说毛先生是一位既忠实友好又苛刻挑剔的客人

某天早晨 8 点再次入住的毛先生打电话到总机询问同公司的王总住在几号房总机李小姐接到电话后请毛先生稍等然后在电脑上进行查询查到王总住在 901 房间而且并未要求电话免打扰服务便对毛先生说ldquo我帮您转过去rdquo说完就把电话转到了 901 房间此时 901 房间的王先生因昨晚旅途劳累还在休息接到电话就抱怨下属毛先生不该这么早吵醒他并为此很生气

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

分析总机应该考虑到早上 8 点通话是否会影响到客人休息

应迅速分析客人询问房间号码的动机必要时可以委婉地提醒客人是否可以晚些时候再通话

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Trainingmdashtransferring calls1Miss Jenny wants to speak to the guest

Robert Smith actually the name should be Rabert Smith when getting through nobody in the room answers

2Sophia wants to book an air ticket but the line is busy

3David wants to get information about wedding feast but the line is engaged David decided to call again later

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Placing a call on hold(Assessment on this procedure)Itrsquos most important before placing a call on

hold that you ask permission from the caller

Where possible give an explanation for having to place the caller on hold

Workbook P24

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 1Example 1- ldquoGood afternoon Box Hill International This is Debrardquo-ldquo Yes Debra this is Sally Jones hererdquo- ldquoHow can I help you Ms Jonesrdquo- ldquoCould you put me through to Mary in the restaurant

pleaserdquo- ldquoUnfortunately her extension is busy would you mind

holdingrdquoDo not under any circumstances place the caller on hold Do not under any circumstances place the caller on hold

until they have responded with a yesuntil they have responded with a yesIf the caller replies that they do not mind holding then

you need to1048743 Place the call on hold1048743 Get back to the caller within 30 seconds and

provide an update on the status of their call (Attending to Calls on Hold)

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Attending to Calls on HoldCalls on hold should be monitored at short

intervals usually every 30rsquorsquo WHYto ensure the caller wishes to continue waitingBy monitoring the call the caller is reassured that

they have not been forgottenMost switchboard have a facility that reverts

the call automatically back to the telephonist if the call has been on hold for 30rsquorsquo

Always thank the caller for holding If the caller does not wish to continue holding offer to take a message have someone return their call

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

When the line becomes available and you are able to connect the caller thank the caller for waiting And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call

Example - ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 2-helliphellip- Thank you for holdingthe restaurant

extensionline is still busy do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

Allow the caller to choose and wait for a responseIf the caller replies that they donrsquot wish to hold

then you need to 1048743 Ask if there is anyone else they would like to speak

with1048743 Offer to connect them to someone else in the

department1048743 Ask if you can take a message for them

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 3--Good afternoon Hilton Grand hotel This is

Mark Would you mind holding please--CertainlyOKNot at all--Thank youIf we know we will have a caller on hold for any

length of time return to them every 30 seconds-- Irsquom sorry to have kept you waiting Thank you

for holding Someone will be with you in a moment

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

If we repeat this a number of times the caller will think we are a recorded message or wonrsquot believe us anymore and we risk losing their confidence When we can get back to the caller

--ldquoIrsquom sorry to have kept you waiting How may I help yourdquo do you wish to continue holding would you like me to take a message for you would you like to speak to someone else

If the line is available -- ldquoThank you for holding Ms Jones I am

transferring you through to Mary in the Restaurant nowrdquo

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Training1 you are be busy with 4 calls at the moment

and another call is coming the caller wants you to put him through to Function

2Mr Jack calls to Mary works in the restaurant Mary is in a meeting and the meeting will finish in 5 minutes Mr Jack is willing to hold

3 Stevin works in Grampian Adventure Service he has a urgent thing to talk to the S M manager the manager is talking to the General manager we donrsquot know how long it will take Stevin wishes to hold but after 2mins he prefer to talk with the Asisstant manager

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

L10 4032011Assessment Role play A amp B3-5rsquo for each St

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

L11 7032011Warm up (5rsquo)Review L8910 (5rsquo)Taking a message (25rsquo)Making a call (25rsquo)Role play task C amp D_ explain ldquoconfirm the

reservation of room breakfast supper lunchrdquo (10rsquo)Conclusion about telephone skills (15rsquo)Wake up call service (if time permits)RecapTue Knowledge test amp Role play task C Wed _Role play task D

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Are you happyBEIJING - Only 6 percent of

Chinese people see themselves as happy despite the governments efforts to improve the populations sense of happiness a survey showed on Wednesday

The proportion was in stark contrast to Denmark which topped another recent poll There 82 percent described themselves as happy in a sampling carried out by Gallup World Poll That poll ranked China 125th in a table of worldwide happiness

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Taking a MessageWhen a message should be taken for the

callerwhen answering the phone that the person who

is required to respond to the call is unavailableMessages accurately recorded and

promptly relayedDo not underestimate the importance of

accurate message recordingRead workbook P26

5min

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

List information required to take when taking a message

3minsThe callerrsquos name amp room number (if he is

an in-house guest) date amp time of the call the name amp room number of the people required specific information urgent Call back return the call

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Telephone message pad

Message To FromMessage

Date Time Tel

Telephoned Will ring back Please call Called inSigned

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

将留言单装入留言信封封口并写上日期立刻转交给礼宾员派送一般行李员应在 30分钟之内送至客人房间

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

When taking a message1write in a clear and legible manner2establish who the message is for3record all relevant details4repeat all the details back to the caller5tell the caller what action will be taken6pass on the message in a timely manner

Check the spelling of any names Check all numbers recordedRepeat all details back to the caller

Workbook P27 ldquoother ways of

recording a messagerdquo

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example--helliphellip-- Mr OrsquoFlaherty I will repeat the message back

This message is for Mrs OrsquoFlaherty ldquoplease call Mr OrsquoFlaherty on 0418980303 before 2 pmrdquo

-- Mr OrsquoFlaherty I will pass the message on to Mrs OrsquoFlaherty as soon as possible Is there anything else we can do for you

--thank you for calling GoodbyeAllow the caller to hang up first

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Practise for the assessmentExplain the marking sheetSts prepare blank message slipsWork in pairs3mins

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Scenarios1 a caller - Jack left a message to his friend

Carlson who works in the Housekeeping department Jack invited Carlson to have dinner tonight 6 orsquoclock at Red Forest restaurant

2 Mr Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party 730pm Wilson Grand Hotel

3 Mrs Charlie wanted his friend Jerry to call at 6 pm she will pick her up at the hotel entrance to see a movie Jerry lives in room 1809

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Making a CallMaking outgoing calls is just as important as

being able to accept incoming calls Same rules apply courtesy preparation

concentrating and speaking clearlyWhen we make outgoing calls

We call suppliers to place orders customers to confirm bookings to respond to customersrsquo message make sales calls calls to employees calls

seeking information calls to colleagues in other departmentshelliphellip

TR to H p243

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

When making outgoing calls what should be prepared

1 Paper and pen 2 The correct number 3 Any relevant documentation or product information that

may be required (Have all information you require to speak to the person you are calling)

4 The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying)

5 Be pleasant and professional at all times(you are representing the establishment)

6 Avoiding talking with others eating chewing gum or anything else that may take your concentration away from your call(distracting)

7 whether you are returning a call confirming a booking or making an enquiry it is usually appropriate to do so during normal business hours

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

How to making the callOnce you are prepared for the call dial

the required number when the call is answered1offer a salutationa greeting2announce who you are and where you are

from3ask to speak to the person you are calling4when that person responds to the call

clearly state the reason why you are calling

Workbook p28

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 1You are calling a guest to confirm their

reservation details--Good morning my name is Oscar and I am

from the Sheraton Hotel couldmay I speak with Mrs Blake

When Mrs Blake is on the linehelliphellip-- Mrs Blake this is Debra from the

Sheraton Hotel and I am calling to confirm your reservation details for this weekend

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 2Making an external call to a tour operator for a

customer-- Good morning Sam this is Scott from Cable

Beach Resort I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island Could you please tell me how frequently the tours depart at what time where they leave from and what time they return

--Do you have seats available for Thursday How much is it per person Does that include lunch How can the guests pay for that

--Thanks for your help Sam I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking Goodbye

P243-244

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Example 3Making a booking for a customer on an

interstate train--Good afternoon Sue this is Alec from the

Hotel Enterprize I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night Can I make a reservation for Mr and Mrs Fraser please

--They would like seats by the window please as they have never been on an interstate train before They are both a little bit nervous so can you make a note for someone to seat them please

--Thanks Sue

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Training1 a customer called to complain about the

leakage of the shower head(喷头 ) last night You need to call back

2a supplier called to ask you the details of a linen(布草 ) order such as the number the quality the price the delivery etc you call back to him

3you call to ask what are the health requirements for taking an introductory(介绍的 开端的 引导的 ) scuba dive(潜水 )

4you call to make a reservation for a customer on a day tour

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Telephone role play assessment sheets explained Task DExplain will be making a call to guest to

confirm their reservation details for a bed and breakfast booking they have made for a date They have also requested a restaurant booking you will need to confirm booking time and number of people

Will need to bring along the assessment sheets

pen and paper for making their call and any made up info required for the call

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Things you will need to confirm that I will be looking for are (Write on the board)

1 Arrival and departure date2 Number of pax3 Room type booked4 Rate5 Bed and breakfast6 Paying by credit card7 Restaurant booking confirmed for date and

time number of pax

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Wake-up call service

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

Conclusion about telephone skills

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

L12 8032011Knowledge test (30rsquo)Role play task C (60rsquo)

Wed - task D

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

L13-14 9032011Task Camp D role playReceive and Process Reservations

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

FO Oral English前厅部常用口语 Reservation 预订1 早上好 下午好 晚上好预订部有什么可以帮到您的吗

Good morning afternoon evening reservation how may I help you

2 请问您要哪一天的房间 For which date please

3 您想订哪种类型的房间 What kind of room would you prefer

4 我查查客房预订情况 Let me check the room availability

5 请问要几间房 How may rooms please

6 我们的房价是 XXXX元 Our room rate is RMBXXXX

7 请问贵姓 May I have your name Please

8 请问您什么时间到店 What time will you be arriving at our hotel

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心

9 我们将为您保留到下午六点We will hold your room until 6pm

10很抱歉先生因为是旺季所以没有折扣 I am sorry sir This is the best rate we can

offer during the peak season Check In 办理入住 Exchanging Money 外币兑换 Check Out 结帐 Concierge 礼宾部 Guest Service Center 宾客服务中心