Telecommunication

Effective communication by telephone will not only assist in selling the hotel, but will also promote an image of efficiency. Since the client has only the telephone conversation on which to judge the standard of the hotel, the rules that apply to good verbal communication are even more applicable to telephone communication.

Many hotels insist upon their staff answering the telephone in a certain way, e.g. ‘Good morning. The Centurion Hotel, Marie speaking. How may I help you?’ This quickly becomes standard procedure and ensures that the client receives all the information. As long as the call is answered promptly with an appropriate greeting, the client will feel confident that the organisation is efficient. In addition to the correct greeting, all switchboard operators should be familiar with the procedures for making credit card calls, directory inquiries, collect/reverse charge calls, early morning calls and international calls.

Most modern telephone system enable the guest to dial direct both local and long-distance calls.

Making Calls

Before making calls, you organise and pen down what you want to say

• You have prepared/gathered the necessary reference materials and documents

• You check that the telephone number you are going to dial is correct

• You allow the other part’s telephone to ring for 1 minute, which is about 7-10 rings

• When the other party answers the phone, you identify yourself and your company

• You state your reasons/purpose for calling.

Answering the Telephone

• You answer promptly, if possible, within 3 rings.

If you cannot answer the call promptly, you apologize to the caller at the start of the conversation.

• You greet the caller with the appropriate greeting

• You identify your company or your name/dept. You are proud to identify yourself

• You always have pen and paper at hand

• You take notes, instructions, details and information as required

• You repeat all instructions or requests

• You listen to the callers’ tone/mood, not just what he is saying

• During the conversation, if you need to leave the phone to get something, you inform the caller the reason/situation. If you estimate you will take a long time, you inform him and suggest you take down his phone number and contact him when you have got the information. And of course, you keep your word

• If the caller is looking for somebody who is not around, you offer to transfer the call to somebody who can help or offer to take a note/message.

Transferring Calls

• If you need to transfer the call to another person or dept, you state the reason to the caller

• You get the caller’s permission before transferring the call

• You inform the caller the dept/job title you are transferring to and the name of the person you are transferring to

• You ensure both parties are properly introduced. You can do this by briefly explaining the situation to the person taking the call before you put through the call.

Taking Messages

• You get all the necessary information from the caller. These information include full name of caller, company name, message and the contact number

• You repeat all information obtained to the caller for accuracy

• After ending the call, you fill up the message form completely and indicate the following items – full name of caller, caller’s company name, message, caller’s contact number, name of person whom the message is for, room number, person who took the message, date and time

• You write neatly

• You pass the message to the person concerned as soon as possible.

Telephone Message Record

To: ..........................................                                            Room Number:..............

From:......................................                                             Tel no.:..........................

Message:...............................................................................Date:.............................

............................................................................................Time:.............................

....................................................................................................... ο Telephoned

....................................................................................................... ο Will phone back

....................................................................................................... ο Please phone

                                                                                                        ο Urgent

Signed/Initialed:                                                                                 

Direct Dialling

In most hotels, when direct dialling from guest’s rooms was introduced, individual meters for each extension were installed in reception. This enabled the staff to calculate the number of units

consumed, cost them according to the charge made by the hotel, and subsequently posts the price to the guest’s account. Unfortunately this system is not without problems since staffs occasionally forget to read the meter, and so the units of one client may be added to the account of an incoming client. Should a client dispute a charge, it is impossible to check the cost of the call, and much revenue can be lost in this way.

Computerised Phone Billing

A computerised switchboard enables the billing of telephone calls to be controlled in a much more effective manner. Each call is logged with the date and the exact time, the number that was called, how long the call was connected for, the number of units consumed and the cost of the call according to the hotel’s charges. This can then be automatically charged to the guest’s account, or printed out for the guest to see in case of query. The system can also be used to ‘bar’ extensions, which enables the hotel to control the use of the telephone. Various offices may have access to local calls but not national or international calls, while other offices may not be able to call out at all. If a guest has not acknowledged a request for payment of account, the extension can be barred.

Many hotels have taken advantage of the new technology now available to provide their guests with additional services. These are particularly valuable for the business community, and may well present a good selling point.

Automated phone systems

Telephone systems can now provide a range of services for both the hotel and the client. The systems are automated, and generally activated through a system known as voice processing, which is a combination of computer technology and the spoken word. The systems include a variety of services such as wake-up calls, message waiting facility, access to hotel services and do not disturb.

1. Wake-Up Calls

If a guest-controlled computer system is not in use, wake up calls are usually taken by switchboard operators. It is extremely important that when a wake-up call is requested that proper procedures are followed so that the call will be made at the right time. When wake-up calls are entered into the system, the guests name will be displayed to ensure accuracy of entry. A list of all makeup calls can be displayed on the screen or printed out any time. 

Guests can also program their own wake-up call, and they will be called automatically, in a language of their own choice. The system can be set so that the call will be repeated a number of times, after which time the operator will be alerted so that an investigation can be made into the guest’s safety.

2. Message-Waiting Facility

When guests arrive, they are allocated an electronic mailbox, and given an individual ‘PIN’ number. This allows them to empty their mailbox. The hotel may also take advantage of the service by placing a welcome message in the guest’s own language, and in some cases they will also provide the guest with the facility to pick up message for a while after they have left. Here the telephone in the room will display a light to show that a message is waiting for the guest to collect. In addition, the system will ‘ring’ the guest quietly at intervals until such times as the message is collected.

3. Access to Hotel Services

The telephone system can be used to access directly all the hotel services, and to display an up-to-date copy of the guest’s account. Guest’s can also make arrangements such as for a massage or making a room service order with just a touch of a button.

4. Do Not Disturb

Although the guest is virtually self-sufficient, they may decide they do not wish to be disturbed; in that case all their calls can be diverted to the hotel operator, but the individual service is still there if the customer requires it. Telecommunication systems mean that many of the devices of the past have become virtually obsolete. The telex was very popular, since it enables bookings to be received when there was no one in advance a reservation, and the problem of differing times zones was easily overcome. Very few hotels now use this system, since other methods of communication are faster and easier.

Summary

Effective communication by telephone will not only assist in selling the hotel, but will also promote an image of efficiency. Receptionists have to follow the correct procedures for answering calls and taking messages. Automated phone systems are widely used in hotels.