1. USING THE TELEPHONE

2. OBJECTIVES… By the end of this session you will learn….
Common expressions used when talking on the telephone.
How to use the International Phonetic Alphabet.

3. HANDLING RESERVATIONS OVER THE PHONE…
When receiving calls it is not the correct phone manner nor is it professional to mention any of the following;
Hello
Who is it?
Who?
What?
Hang on / hold on.
What do you want?
He’s busy
Speak up. I can’t hear you
I’ll tell him.
What’s your problem?

4. On the telephone what would you say instead of?
Hello
Good morning, thank you for calling
Son Tra Resort, This is <First Name>
How may I assist you
Who is it?
May I have your name please

5. Who? What? Hang on/hold on
May I know your name please
Can you repeat your name please
What?
Can you please repeat
Hang on/hold on
Please hold on for one moment
One moment please
Just a moment please

6. What do you want
How may I help you
He’s/She’s busy
Sorry Mr./Ms. _____ is not available at the moment would you like to leave any message.
I am sorry Mr./Ms. is in a meeting, do you wish to give your number and we will call you back.

7. Speak up I can’t hear you
Would you please repeat that I didn’t hear what you said
I am sorry I can not hear you,
the line is bad can you call me back
I’ll tell him
I’ll will leave the message with Mr. ______, thank you for calling

8. PHRASES TO USE WHEN ANSWERING CALLS…
OUTSIDE CALL <Greeting>, Thank you for calling Son Tra Resort, this is <Your Name> How may I assist you? INTERNAL CALL <Greeting> <Your Department> <Your Name>, How may I assist you.

9. BEFORE CONNECTING THE CALLS ALWAYS ACKNOWLEDGE…
SAY:
“Please allow me to connect your call”
“THANK YOU”
“JUST A MOMENT PLEASE”

10. IF EXTENSION DOES NOT ANSWER
I AM SORRY THERE IS NO ANSWER
DO YOU WISH TO LEAVE A MESSAGE

11. IF EXTENSION IS BUSY… I AM SORRY THE LINE IS BUSY DO YOU WISH TO WAIT
THE LINE IS BUSY, WOULD YOU LIKE TO LEAVE A
MESSAGE OR WOULD YOU LIKE TO TRY AGAIN LATER.

12. CORRECT PHONE MANNER… You should answer the telephone within 3 rings
You should not keep the call on hold for more than 30 seconds
You must inform all callers of action being taken (holding, transferring, etc.)
keep the background noise-free
You should not disclose or transfer mobile phone numbers without permission
We will answer calls with "time of the day, department,
“This is name, how may I assist you?" and end with
"Thank you for calling"
Always smile, use positive expressions and speak in a clear, polite and friendly manner

13. Using Guest Name… Obtain Guests name
Check Spelling – using phonetic alphabet
Use Guests name three times during conversation

14. Phonetic Alphabet… Letter Word Pronunciation A ALFA AL FAH B BRAVO
BRAH VOH C
CHARLIE
CHAR LEE (or) SHAR LEE D
DELTA
DELL TAH E
ECHO
ECK OH F
FOXTROT
FOKS TROT G
GOLF H
HOTEL
HOH TELL I
INDIA
IN DEE AH J
JULIETT
JEW LEE ETT K
KILO
KEY LOW L
LIMA
LEE MAH M
MIKE N
NOVEMBER
NO VEM BER

15. Letter
Word
Pronunciation O
OSCAR
OSS CAH P
PAPA
PAH PAH Q
QUEBEC
KEH BECK R
ROMEO
ROW ME OH S
SUGAR
SHU GA T
TANGO
TANG GO U
UNIFORM
YOU NEE FORM (or) OO NEE FORM V
VICTOR
VIK TAH W
WHISKEY
WISS KEY X
XRAY
ECKS RAY Y
YANKEE
YANG KEY Z
ZULU
ZOO LOO

16. EXAMPLES… ACTIVITY MRS DONNAVAN D-O-N-N-A-V-A-N
Delta, Oscar, November, November, Alpha,
Van, Alfa, November
Victor, India, Echo, Tango, November, Alfa, Mike
VIETNAM
ACTIVITY

17. OTHER COMMON EXPRESSIONS USED ON THE PHONE…
May I ask who’s calling?
Mrs._________ is not in at the moment.
Do you know when he/she might return?
Could I have your name and number (or room number)?
How do you spell your name please?
What is the best time to return your call?
What is the best time to call Mr. ___________
Can you ask them to call me back on my cell phone

18. ANSWERS TO WORKSHEET Good morning. How may I assist you?
Yes, I want to speak to your manager please. 
Please hold the line, I’ll connect you. 
I’m sorry sir, but Mr. Trump is out of the office at the moment. Can I take a Message?
Yes, I would like to make an appointment for Wednesday .
May I ask who is calling?
Yes, I’m calling to find out what time the Breakfast buffet closes.
Thank you for calling Son Tra Resort. Your call is very important to us. However, all our lines are busy at the moment. Please wait for the next available operator. We will be with you in less than one minute.
Mr. Swanson is not available at the moment can I have your number so that he can return your call.
I’m sorry, you must have the wrong number.

19. THANK YOU FOR CALLING, HAVE A GREAT DAY!