TELEPHONE SKILLS FOR TELEPHONE OPERATORS

Regardless of whom you talk with over the telephone, it's essential that you make a positive impression.

Answering the telephone is an opportunity for telephone operators / front desk agents / hotel staffs to portray professional image as well as a positive image for the hotel.

During any telephone conversation, hotel staff should follow the below key points:

• Smile even though you are on the telephone. When you smile, you automatically improve your vocal quality, and you will also sound pleasant and interested.
• Sit or stand up straight. By sitting or standing up straight, you'll be more alert and pay better attention to what is being said.
• Use a low voice pitch. A lower voice pitch will make you sound more mature and authoritative.
• Match your speaking rate to the caller's. Let the caller set the tempo of the conversation. For Example, he or she may be in a hurry; In that case you should provide information more quickly.
• Avoid extremes in volume. If you speak too loudly, you may sound rude or pushy. If you speak too softly, you may sound timid or uncertain.
• Avoid expressions such as "uh-huh" and "yeah." Such expressions make the speaker sound dull, indifferent and uninterested.
• Front office staff often takes phone messages for other employees or guests. Most front offices have a standard telephone message form.
• If you answer the phone, it’s important that you listen carefully and take accurate written notes while speaking with the caller. When you take a telephone message, be sure to get the following information:

1. Date
2. Time of the call
3. Name of the person being called
4. Callers' full name
5. Callers' department ( if the call is internal)
6. Caller's company
7. Caller's time zone ( only if overseas call)
8. Caller's Telephone number ( and area code, if needed)
9. Message ( do not abbreviate- provide a full message)