Accomodation Knowledge - Telephone Operator in the Hotel

Introduction

This tutorial provides essential knowledge for becoming an effective telephone operator in a hotel setting. It covers the etiquette involved in receiving and transferring external calls, as well as relaying messages. Mastering these skills is crucial for maintaining professionalism and ensuring excellent customer service.

Step 1: Receiving External Calls

When receiving an external call at a hotel, it is important to follow a specific protocol to ensure a smooth and pleasant experience for the caller.

1. Greet the Caller:

   • Answer promptly, ideally within three rings.
   • Use a friendly and professional tone.
   • Example greeting: "Good morning/afternoon, [Hotel Name], this is [Your Name]. How may I assist you?"

2. Identify the Purpose of the Call:

   • Listen carefully to what the caller needs.
   • Ask clarifying questions if necessary, such as "Is this regarding a reservation?" or "Do you need to speak with a specific department?"

3. Provide the Necessary Assistance:

   • If the inquiry is within your capability, provide the needed information.
   • If the call is for another department, inform the caller that you will transfer them.

4. Confirm Transfer:

   • Before transferring, let the caller know they will be connected to another department.
   • Example: "I will transfer you to our Reservations Department now."

Step 2: Transferring Calls

Properly transferring calls is essential for maintaining a professional image and ensuring callers are connected to the right department without frustration.

1. Use the Correct Method to Transfer:

   • Follow your hotel's specific procedures for transferring calls, which may involve using a specific button on the phone system.
   • Ensure the receiving party is available before completing the transfer.

2. Inform the Caller:

   • After confirming the transfer, inform the caller about the process.
   • Example: "You will be connected to [Name/Department] shortly."

3. Complete the Transfer:

   • Wait for the receiving department to pick up.
   • If they do not answer, return to the caller and offer to take a message or provide alternative assistance.

4. Document the Call (if necessary):

   • If your hotel has a protocol for logging calls, make sure to record the relevant details such as the caller's name, number, and reason for the call.

Step 3: Receiving and Relaying Messages

Sometimes, you may need to receive messages for guests or staff when they are unavailable. Here’s how to do it effectively.

1. Take Detailed Notes:

   • Write down the caller’s name, contact information, time of the call, and the message.
   • Ensure clarity by repeating the message back to the caller to confirm accuracy.

2. Relay the Message:

   • Deliver the message promptly to the intended recipient, whether it be a guest or a staff member.
   • Use clear and concise language to avoid misunderstandings.

3. Follow Up (if applicable):

   • If the message is time-sensitive, ensure that the recipient receives it as soon as possible.
   • You may want to follow up with the recipient to confirm they received the message.

Conclusion

Being a telephone operator in a hotel requires professionalism and attention to detail. By mastering the steps of receiving external calls, transferring them appropriately, and relaying messages accurately, you contribute significantly to the guest experience. Practice these techniques regularly to enhance your skills and ensure a seamless communication process in your hotel.