CUST104: Business Communications

Speaking with customers on the telephone is very important in the hospitality industry. People all over the world call for to book rooms and ask for information or other guest services. If you work at a hotel, you certainly have to answer telephone calls. It happens mostly with front desk staff but also in the back office. Here you can find some basic techniques and some useful tips for answering any call in the hotel business.

DOs

• Answer the telephone promptly within three rings
  
• Say the name of the hotel, your name, and appropriate greetings
  
• Always have pen and paper in hand to make notes
  
• Listen carefully, pay close attention to the details being expressed by the caller
  
• Make callers feel that they have your undivided attention, mention the name of the caller, if possible
  
• If you have to ask the caller to hold, explain why. Wait for the caller's agreement before putting him/her on hold
• If you say that you must call back, do it as soon as possible and tell the caller the approximate time you will call back
  
• Repeat back in any details and follow up in writing
  
• Close the conversation politely. Always say "thank you for calling"
  
• Never give wrong information. If you don't know the answer, transfer the caller to the right person
  

DON'Ts

• Let the telephone ring more than three times
  
• Answer the phone with "hello" or "yes"
  
• Ask the caller to hold on while you scramble for pen and paper
  
• Say "hold on" and leave the caller wondering if he/she is still being attended
  
• Forget to call back
  
• Say you cannot help and not offer the caller to someone who can.
  
• Say "he hasn't come in yet" or "she hasn't come back from lunch yet" or "he/she is in the toilet." People don't want to know the reason and are given a wrong impression
  
• Hang up without thanking the caller for calling
  
• Keep talking to another person while answering the phone
  
• Eating something while answering the phone