Standard Phrases For Hotel Front Office Staff

• Welcoming Guest / While Check-in
• Good morning/afternoon/evening (Sir / Madam / Guest Name (Mr. Avasthi) )!
• Welcome to (Hotel Name).
• Welcome back Mr. Pratham! How was your day?
• It is so nice to see you again!
• It is a pleasure to have you with us. / It is always a pleasure to have you with us Mrs. Soniya.
• Good (morning/afternoon/evening) Mr.Kabir, I am “Alisha”. let me know if anything you might need.

To Start a Casual Conversation:

• Good morning/afternoon/evening Mr. Kabir, How did you spend the day?
• What did you discover in (mention city / any attraction near the hotel)today?
• Did you have a fun day?
• How do you feel about (mention city name)?
• I am “Alisha”. let me know if anything you might need.
• While Fond Farewell / While Check-out:
• Thank you very much for staying with us! See you again soon!
• Mr. Singh, Have a safe trip and do keep in touch.
• When you have time, please share your experience about hotel with other travelers on Trivago.
• We hope to see you again, soon.
• Have a pleasant (afternoon / evening).

Daily Task list for Telephone Operator - Morning Shift

Date:________                                        Employee Code / Name:___________________

Time	Task	Completed
07:00 – 07:30	Attend Front Office Morning Briefing and Handover from Overnight Team
	Prepare task list of Front Office working
07:30 – 12:30	Test that the switchboard is working correctly
	Ensure the PBX system is in working order and cross check if telephone charges are getting captured on to the PMS
	Check Wakeup call log book and update any pending calls on to the PMS / Telephone console.
	Progress with all pending morning calls
	Pick-up all incoming call within three rings and using standard telephone greetings.
	Check all Stationary inventory like fax paper, wakeup call log book etc.
	Monitor incoming Fax and disseminate accordingly
	Constantly liaise with Concierge and Reception
	Attend all incoming and outgoing calls promptly with a smile.
	During peak hours, assist Front office team if needed.
	Update Guest profile as reference from each enquiry calls
	Forward calls to all front desk departments and also to other departments in hotel.
	Coordinate between Housekeeping supervisor and Room Attendant.
	Check Email and forward to respective departments.
	Ensure all guest messages and also internal messages are efficiently Handled
	Update the Operator log book for all Fax, Messages, DND request and also any  employee calls which need to be billed to respective accounts.
12:30 – 13:30	Prepare Handover to Afternoon Team
	Attend Front Office Afternoon briefing
13:30 – 17:30	Monitor incoming Fax and disseminate accordingly
	Round Time (to be sent to NA)
	Handle all incoming and outgoing calls professionally
	Assist arrival guest on the direction to the hotel
	Update directory information in the PMS
	Divert calls according to the respective department; Sales, Reservation, Event etc. And take message in case their is no response from those departments.
	Update the allowance log book
	Scan the allowance forms & supporting doc of the day and forward to the Night  Manager desk.
	Compile today’s Morning Call record and file.

Signature:______________                                                                             Verified By: ________________

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)

JOB DESCRIPTION - HOTEL TELEPHONE OPERATOR

JOB TITLE: HOTEL TELEPHONE OPERATOR

REPORTS TO: Front Office Manager

POSITION SUMMARY:

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquires about public hotel events.

Telephone Operator Duties and Responsibilities:

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Provides paging services for hotel guests and employees.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Assists in reporting telephone equipment or service complaints and problems.
• Following telephone etiquette (! Must read).
• Trains or assists wit training new telephone operators in performance of job duties.
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Open and close telephone functionality on the hotel front office software.
• Keep records of calls placed and received by all departments and recording the call charges.
• Setup conference calls in different locations and time zones.
• Update directory information on the front office software.
• Provide relay service for hearing-impaired guests.
• Provides a paging service for hotel guests and employees. Process guest wake-up calls.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Previous hotel-related experience desired. Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Skills in dealing diplomatically with the public under stressful conditions. Knowledge of personal computers and methods of updating databases.