2 OBJECTIVES… By the end of this session you will learn…. Common expressions used when talking on the telephone.
3 EXPRESSIONS USED WHILE SPEAKING ON THE PHONE… HelloGood Morning this is _______ how may I assist you?Is Ms. _________ there?I’ll transfer you, please holdI would like to speak with Mr. ____________I will put you throughMay I speak to your General Manager?I’m sorry he is not in the office at the moment would you like to leave a message?I will call backHi this is _____________ I am returning your call
4 LEAVING AND TAKING A MESSAGE… There will be times when you will have to take or leave a message as the person you are trying to contact or perhaps a guest is trying to contact someone may not be in.Expressions used for taking a message….May I take a message?Could you give him a message please?Do you mind taking a message?Expressions used for leaving a message…May I leave a message?Would you like to leave a message?I can leave him a message if you like.
5 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
6 PHONE CONVERSATIONS… FOOD AND BEVERAGE STAFF Staff: Good evening, Fusions Restaurant.Guest: Yes I would like to make a reservation for Saturday night.Staff: Of course Sir, what time would you like?Guest: 7:30.Staff: Would you prefer inside or outside dining?Guest: Outside, if available.Staff: I’m sorry, we’re all booked at that time for outside seating, but thereis seating inside if you like.Guest: Inside is OK then, but could we get a table by a window?Staff: Of course Sir. Could I have your name please?Guest: Kevin Clarkson.Staff: OK Mr. Clarkson, we have you booked for inside dining at 7:30Saturday Evening. See you then.Guest: Thank you, good bye.
7 PHONE CONVERSATIONS…Front Desk Staff Staff: Reception. How can I assist you? Guest: Yes, this is Mrs. Trump in room 301. I’d like to arrange a boat tour for tomorrow Staff: Certainly ma’am. When would you like to go? Guest: Lunch Time? Staff: Would you also like me to arrange a picnic hamper for you? Guest: Yes that would be great, if it’s not too much trouble. Staff: No trouble at all ma’am. If you could meet at Reception tomorrow 12pm your tour guide will be waiting for you. Guest: Sounds great. I’ll see you then. Thank you. Staff: Have a great tour tomorrow. Goodbye.
8 ROLE PLAYIn pairs you are to perform a role play using the handouts given to you.You will take it in turns of being the caller and the callee, leaving and taking messagesMessage MemoDate: ________ Time: ________To: __________________________________From: _______________________________Message: __________________________________________________________________Caller’s phone number: _________________
9 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 VAVC. 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.