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SITXCOM004A. L7 1/03/2011 Review L6 (10) Unit plan & assessment (5) Communicate activity (15) Basic telephone expressions(20) Introduction of Communication.

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Presentation on theme: "SITXCOM004A. L7 1/03/2011 Review L6 (10) Unit plan & assessment (5) Communicate activity (15) Basic telephone expressions(20) Introduction of Communication."— Presentation transcript:


2 L7 1/03/2011 Review L6 (10) Unit plan & assessment (5) Communicate activity (15) Basic telephone expressions(20) Introduction of Communication on the telephone (10) Steps of taking a call (20) Telephone tools (10) Recap Remember to bring the book: TR to H

3 Review Inter-department communication Ways of communication Communication is made up of… homework?

4 Unit plan By the end of this unit, youre able to…


6 Communication Go through Then in same groups using the word communication, come up with anything relating to telephone skills using each letter of the word Eg. C – speak clearly O – Open Questions M – Do not mumble Go through answers and advice will be discussing further. 10mins, group work

7 M- do not be absent minded U- undulating tones/fully understand N- state the name of your establishment/your name I –accurate information C-listen carefully/concise/clear/common language A- active/ good attitude T- answer in three rings/two-way/tact I – avoid interrupted O- reflect on time N- take notes Communication

8 Basic telephone expressions Scenarios: 1. you try to find Rosalie working in the F&B department in Grand Sun Hotel by calling, to discuss the shopping appointment, she is in a meeting which could finish in 20 minutes, its better for you to tell her by your own. 2. you try to talk to the Financial Manager to discuss an urgent affair, someone else answers the phone, and she helps you to get him. 3. you invite the assistant manager to come to your wedding, but she is on a business trip, you decide to leave a message. Group work, 5

9 a: Good morning, this is Carol. May I speak to miss chen? b: yes, one moment please. Ill get her for you. a: thank you. b: Im sorry, shes not at her room right now. a: oh, Ill call her again. 1. hello 2. " this is~" "here is~" "i am~", 3. may I speak to~ can I speak to~ ~

10 1. Im sorry to call you so late. 2. I hope I didnt catch you at a bad time. 3. I hope I didnt wake you up so early. 4. Im sorry to call you so early. 5. Im sorry to bother you at this hour. 1. Its urgent. Could I have her mobilephone number? 2. Could you tell me where I can reach her? 3. This is an emergency. I need to get in contact with him right now.

11 1. Its nothing important. 2. Its nothing urgent. Thank you,good-bye. 3. Ill call her again. 4. Ill call back later. 5. Please ask Miss Chen to call me back. 6. Could you tell her to call Carol as soon as possible? 7. Ask her to call Carol at home after seven, please. 8. Can I leave a message? 9. Please have her return my call. 10. Could you ask him to call me back? 11. Please tell her Carol called. 12. Let me call back later again. Thank you. 13. Please tell him to phone

12 This is a recording. Im not at home now. Please leave a message after the beep. Thank you. " " 1. Im sorry I have the wrong number. 2. Is this ? 3. Sorry to have bothered you. 4. Im sorry. I think I must have dialed the wrong number. 5. Could I check the number? Is it Sorry, I didnt catch you. 2. Sorry, I didnt understand. 3. Sorry, I didnt get what you said. 4. I cant hear you very well. 5. I can barely hear you. 6. Im having trouble hearing you. 7. We have a bad connection. 8. I cant catch what you are saying.

13 --Is Daisy there? (Daisy ?) --Speaking. This is she/he. You're speaking/talking to her/him.. This is Daisy. Daisy That's me. --May I speak to Mr. Gates? ( Gates ?) --He's not here right now. He's out. Hes in a meeting right now. Youve just missed him. Hes just stepped out. --He's out on his lunch break right now. Would you like to leave a message? He's not available right now. Can I take a message?

14 Telephone calls may take place in a range of different contexts, including: office reception area on tour in a restaurant or kitchen on site with customers with colleagues with suppliers.

15 In the hospitality industry the various business types and the many individual enterprises require their telephone system to perform an assortment of functions designed to meet their specific needs. Enterprises also design their own standard policies and procedures for a range of telephone uses, including: incoming calls handling complaints taking messages making calls sales calls transferring calls wake up calls

16 Communication on the Telephone Why do you think it is so important staff are trained properly to answer the telephone? Moments of Truth Any opportunity for a customer/guest, to make a judgment about the standard of service provided by an establishment. Is communication on the telephone a moment of truth? Workbook p.15

17 How an establishment can be judged over the phone? And get students to list some they can think of. For example: Number of rings before the call is answered Tone of voice used by the staff member ……. Words used by the staff member Clarity/conciseness of the information provided by the staff member Politeness/ patience/ logical sequence of the saying correct & warm & polite greeting Product knowledge Professionalism/ efficiency / accuracy / manner on the phone Water

18 19:

19 Think about: what are the common types of inquiries made over the phone in hospitality? Such as: Food & Beverage inquiry …… Bed / breakfast / recreation / entertainment inquiry Its time to turn an inquiry into a booking, but how? To be better than your competitors in everything that you offer – including telephone customer service. If you do not get it right, your potential customer will probably go elsewhere.

20 How can we do to ensure that we offer excellent telephone communication? Workbook P.16 10min Remember, its a moment of truth and there is no second chance to make a fist impression!

21 Steps to taking a call (incoming calls) 1.Incoming calls should be answered after the third and before the fourth ring. (usually before the third ring) Preparation during the three rings: STOP what you doing and FOCUS on the call; Sit upright and be ALERT; SMILE 2.Greeting: time of day, company name (if internal incoming calls, department/section of the enterprise), introduce yourself. Good morning, Hunan International Business Vocational College, This is Oscar 3.Offer assistance How may I help you Ms Smith 4.Transfer /Complete the call// 5. Record the message & Confirm details 6.Thank the guest 7.Follow up Workbook P.18

22 Every time you answer the phone, Smile

23 Training Situations: 1. a person calls to find a guest living in your hotel, transfer the phone. 2. a person calls to book a suite for their wedding anniversary, write down the details. 3. a person calls to ask the location of your hotel. 5min to prepare, group work

24 Telephone tools Before working with a telephone, what tools do we must prepare? Pen and paper for taking message (message pads and pens) List of extension numbers( ) List of regularly called numbers A list of people likely to be called by staff and customers in our organisation Descriptions of products and services Special offers Any other related information( PPT) that a caller may request.



27 Summary Unit plan & assessment Basic telephone expressions Moment of truth How to offer excellent telephone communication Steps of taking a call Telephone tools

28 L8-9 2/03/2011 Review L7 (10) Telephone etiquette (10) Special circumstances(10) Case study(20) Mobile phone etiquette (20) Complaints on telephone (5) Threatening or suspicious calls (5) Telephone quiz activity(15) Recap(5)

29 Review Moment of truth How to offer excellent telephone communication Steps of taking a call (two Sts to show us an example) Telephone tools

30 Telephone etiquette 1. Answer the call within three rings 2. Record messages legibly( )! 3. Using the callers name when known 4. When the callers name is not known, using appropriate forms of address(sir or madam) 5. Transferring calls promptly 6. Thank the caller for calling 7. Allowing the caller to disconnect the line first. Never hang up on a customer first, as they may have more that they wish to discuss! 8. Do not use slang, colloquialisms or jargon 9. Give your total attention (Stop anything else you are doing)

31 Special circumstance 1. Another phone rings when you are responding to one incoming calls, how to deal with it? First, answer the second call and apologize to the first call, then ask the second caller wait a moment, finish the first call tactfully as soon as possible, but remember no hurry / do not hasten( ). 2. If there are questions you dont know, what should you do? its impolite to say I dont know you ask other people no it cant be done etc, youd better to look carefully or transfer the call the right department / person or we say we will find out.

32 3. What should you do if you get an wrong number call? Explain carefully/friendly/politely even the caller impolite. 4. What should you do if you meet emergency such as fire alarm? Tell the F/O manager and other relevant departments, then follow the order to take action.

33 Case --- Paint a picture (TR to H p.229) In this example, we want the student to think closely about how important it is to communicate clearly on the telephone. The problems exhibited include: 1.Sharing too much information with the caller! Staffing issues should never be shared with guests, and the telephonist should have taken apologised for the problems encountered when calling earlier Case study

34 2.Lack of information. If an enterprise allows a staff member to answer a telephone then they have an obligation to train and educate them in the products they sell (not to mention customer service!) 3.Lack of sales training. The telephonist clearly had not been trained in how to sell, and in fact was quite happy to lose the sale just because they were busy.

35 Preferred approach: 1.Apologise for problems when calling earlier in the week 2.Explained that they were unable to deal with the issue now however take a number to call them back at a convenient time 3.Take down address/ details and offer to send information based on what the caller was looking for 4.Ensure all staff are fully trained!

36 Mobile Phone Etiquette Debate: advantage and disadvantage of mobile phone 5mins to prepare, 5mins to debate Did you experience any complaints about your / others using the mobile phone? Discuss the etiquette/Decide the etiquette Workbook P Sts explain in group (G1-p.21, G2-p.22 the first 5 points, G3-p.22 the second 5 points)

37 Complaints on the telephone Complaint call handling skills: Discuss


39 Steps for telephone complaint resolution: 1.Establish the issue We are able to resolve If not, thank the caller for bringing the problem to our attention, let the caller know who the right person is, why and then transfer them to that person, 2.Acknowledge the issue If we are able to resolve the situation, we should express concern and apologize on behalf of the organisation. Dont blame or pass the buck.

40 3.Indicate what action will be taken We only can offer what we are authorised to offer, so we may need to refer the problem to someone with greater authority and inform the caller of this. We may do this immediately or have to call the customer back. 4.Do what we say we are going to do Whether it is referring the complaint to our supervisor, sending a gift voucher or giving a refund, do it immediately. 5.Follow up Make sure that what was offered was followed through. Look for win-win situation


42 Emergencies TR to H p.240

43 Threatening or suspicious calls TR to H p.241


45 Telephone technique activity quiz Workbook P.23

46 L9 2/03/2011 Transferring Calls (30) Placing a call on hold (30) Assessment sheet explain (20) Recap & Assessment arrangement (10) This Friday: Role play A & B (5*16=90) do C next Wed. Knowledge test (30 if time permits, otherwise next Monday)

47 Transferring Calls (Remind them there will be assessment on this procedure) Most calls received at the main switchboard are transferred through to an extension in the establishment. How to transfer? 1. Follow the standard procedure for responding to incoming calls 2. Ascertain who the call is for 3. Let the caller know you are going to transfer them 4. Thank the caller for calling and promptly transfer the call to the appropriate extension why

48 If the extension is engaged, let the caller know this and offer three options: --would they like to hold --would they like to speak with someone else --would they like to leave a message --would they call again later After transferring, after 5 rings, the telephonist should: -- Im sorry, nobody answer the telephone, would you like to leave a message?

49 Example 1 : Workbook P.23 -Good morning, Dragon hotel, This is Debra -Yes Debra, this is Sally Jones here -How can I help you Ms Jones? -I would like to make a reservation please. -Would that be for accommodation or the restaurant Ms Jones? Accommodation please. Certainly, I am transferring you to reservations now. Thank you for calling.

50 Example 2 --Good morning, Sheraton Grand hotel. This is Sunny. How may I help you? --I would like to enquire about booking a romantic weekend, please. --Certainly, sir. One of our reservations staff will be able to help you with our packages. I will transfer you now. Thank you for calling. If the line is busy: --I am sorry sir, Reservations are engaged at the moment. Would you like to hold, or cane I ask them to call you back?

51 Example 3 -- Good afternoon, Stokehouse Restaurant. This is Jacob. How may I help you? --Good afternoon, I would like to speak with your accounts payable department. --Certainly, sir. Ill transfer you now. Thank you for calling. If the line is busy: --Im sorry sir, that line is busy. Would you like to hold, or may I take a message for you? If the call reverts back to the switchboard: --Im sorry sir, our accountant Mr Sullivan is not in his office at the moment. May I take a message for you?

52 Notes Notes

53 Case study Case study

54 8

55 Training transferring calls 1. Miss Jenny wants to speak to the guest Robert Smith, actually, the name should be Rabert Smith, when getting through, nobody in the room answers. 2. Sophia wants to book an air ticket, but the line is busy. 3. David wants to get information about wedding feast, but the line is engaged, David decided to call again later.

56 Placing a call on hold (Assessment on this procedure) Its most important before placing a call on hold that you ask permission from the caller Where possible give an explanation for having to place the caller on hold. Workbook P.24

57 Example 1: Example 1: - Good afternoon, Box Hill International, This is Debra - Yes Debra, this is Sally Jones here - How can I help you Ms Jones? - Could you put me through to Mary in the restaurant please? - Unfortunately her extension is busy, would you mind holding? Do not under any circumstances place the caller on hold until they have responded with a yes. Do not under any circumstances place the caller on hold until they have responded with a yes. If the caller replies that they do not mind holding then you need to: Place the call on hold Get back to the caller within 30 seconds and provide an update on the status of their call. (Attending to Calls on Hold)

58 Attending to Calls on Hold Calls on hold should be monitored at short intervals, usually every 30, WHY? to ensure the caller wishes to continue waiting. By monitoring the call, the caller is reassured that they have not been forgotten. Most switchboard have a facility that reverts the call automatically back to the telephonist if the call has been on hold for 30. Always thank the caller for holding. If the caller does not wish to continue holding, offer to take a message / have someone return their call.

59 When the line becomes available and you are able to connect the caller, thank the caller for waiting. And tell them you are now transferring them and give the name of the person and the department to whom you are connecting the call. Example: - Thank you for holding Ms Jones, I am transferring you through to Mary in the Restaurant now.

60 Example 2 -…… - Thank you for holding***,the restaurant extension/line is still busy, do you wish to continue holding? / would you like me to take a message for you? / would you like to speak to someone else? Allow the caller to choose and wait for a response. If the caller replies that they dont wish to hold then you need to: Ask if there is anyone else they would like to speak with Offer to connect them to someone else in the department Ask if you can take a message for them

61 Example 3 --Good afternoon, Hilton Grand hotel. This is Mark. Would you mind holding, please? --Certainly/OK/Not at all --Thank you. If we know we will have a caller on hold for any length of time, return to them every 30 seconds. -- Im sorry to have kept you waiting. Thank you for holding. Someone will be with you in a moment.

62 If we repeat this a number of times, the caller will think we are a recorded message or wont believe us anymore, and we risk losing their confidence. When we can get back to the caller: --Im sorry to have kept you waiting. How may I help you? / do you wish to continue holding? / would you like me to take a message for you? / would you like to speak to someone else? If the line is available: -- Thank you for holding Ms Jones, I am transferring you through to Mary in the Restaurant now.

63 Training 1. you are be busy with 4 calls at the moment, and another call is coming, the caller wants you to put him through to Function. 2.Mr Jack calls to Mary works in the restaurant, Mary is in a meeting, and the meeting will finish in 5 minutes, Mr Jack is willing to hold. 3. Stevin works in Grampian Adventure Service, he has a urgent thing to talk to the S M manager, the manager is talking to the General manager, we dont know how long it will take, Stevin wishes to hold, but after 2mins, he prefer to talk with the Asisstant manager.

64 L10 4/03/2011 Assessment Role play A & B 3-5 for each St.

65 L11 7/03/2011 Warm up (5) Review L8/9/10 (5) Taking a message (25) Making a call (25) Role play task C & D_ explain confirm the reservation of room / breakfast / supper/ lunch (10) Conclusion about telephone skills (15) Wake up call service (if time permits) Recap: Tue. Knowledge test & Role play task C Wed. _Role play task D

66 Are you happy? BEIJING - Only 6 percent of Chinese people see themselves as happy, despite the government's efforts to improve the population's sense of happiness, a survey showed on Wednesday. The proportion was in stark contrast to Denmark, which topped another recent poll. There, 82 percent described themselves as happy in a sampling carried out by Gallup World Poll. That poll ranked China 125th in a table of worldwide happiness.

67 Taking a Message When a message should be taken for the caller? when answering the phone that the person who is required to respond to the call is unavailable. Messages accurately recorded and promptly relayed Do not underestimate the importance of accurate message recording! Read workbook P.26 5min

68 List information required to take when taking a message. 3mins The callers name & room number (if he is an in- house guest), date & time of the call, the name & room number of the people required, specific information, urgent? Call back/ return the call?


70 Telephone message pad Message To: From: Message: Date: Time: Tel: Telephoned Will ring back Please call Called in Signed:


72 30

73 When taking a message: 1.write in a clear and legible manner 2.establish who the message is for 3.record all relevant details 4.repeat all the details back to the caller 5.tell the caller what action will be taken 6.pass on the message in a timely manner Check the spelling of any names Check all numbers recorded Repeat all details back to the caller Workbook P.27 other ways of recording a message

74 Example: --…… -- Mr. OFlaherty, I will repeat the message back. This message is for Mrs OFlaherty. please call Mr OFlaherty on before 2 pm -- Mr. OFlaherty, I will pass the message on to Mrs OFlaherty as soon as possible. Is there anything else we can do for you? --thank you for calling. Goodbye. Allow the caller to hang up first.

75 Practise for the assessment Explain the marking sheet Sts prepare blank message slips Work in pairs 3mins

76 Scenarios: 1. a caller - Jack left a message to his friend Carlson who works in the Housekeeping department. Jack invited Carlson to have dinner tonight, 6 oclock, at Red Forest restaurant. 2. Mr. Smith invited Miss Sunny who lived in 1022 room of your hotel to attend his birthday party, 7:30pm, Wilson Grand Hotel. 3. Mrs Charlie wanted his friend Jerry to call at 6 pm, she will pick her up at the hotel entrance to see a movie. Jerry lives in room 1809.

77 Making a Call Making outgoing calls is just as important as being able to accept incoming calls Same rules apply: courtesy, preparation, concentrating and speaking clearly. When we make outgoing calls? We call suppliers to place orders customers to confirm bookings to respond to customers message make sales calls, calls to employees, calls seeking information, calls to colleagues in other departments…… TR to H p243

78 When making outgoing calls, what should be prepared? 1. Paper and pen 2. The correct number 3. Any relevant documentation or product information that may be required (Have all information you require to speak to the person you are calling) 4. The correct name of the person or department you wish to speak to (Concentrate on what the other person is saying) 5. Be pleasant and professional at all times(you are representing the establishment) 6. Avoiding talking with others, eating, chewing gum, or anything else that may take your concentration away from your call(distracting). 7. whether you are returning a call, confirming a booking or making an enquiry, it is usually appropriate to do so during normal business hours.

79 How to making the call? Once you are prepared for the call, dial the required number, when the call is answered: 1.offer a salutation/a greeting 2.announce who you are and where you are from 3.ask to speak to the person you are calling 4.when that person responds to the call, clearly state the reason why you are calling. Workbook p.28

80 Example 1: You are calling a guest to confirm their reservation details. --Good morning, my name is Oscar and I am from the Sheraton Hotel, could/may I speak with Mrs Blake? When Mrs Blake is on the line…… -- Mrs Blake, this is Debra from the Sheraton Hotel and I am calling to confirm your reservation details for this weekend.

81 Example 2 Making an external call to a tour operator for a customer: -- Good morning, Sam, this is Scott from Cable Beach Resort. I have some Japanese guests flying from here down to Perth and taking one of your weekend trips to Rottnest Island. Could you please tell me how frequently the tours depart, at what time, where they leave from and what time they return? --Do you have seats available for Thursday? How much is it per person? Does that include lunch? How can the guests pay for that? --Thanks for your help, Sam. I need to let Mr and Mrs Yoshikawa know the details before I can confirm the booking. Goodbye. P

82 Example 3 Making a booking for a customer on an interstate train: --Good afternoon, Sue, this is Alec from the Hotel Enterprize. I have some guests who would like to catch the train from Melbourne to Sydney on Thursday night. Can I make a reservation for Mr and Mrs Fraser, please? --They would like seats by the window, please, as they have never been on an interstate train before. They are both a little bit nervous so can you make a note for someone to seat them, please? --Thanks, Sue.

83 Training 1. a customer called to complain about the leakage of the shower head( ) last night. You need to call back. 2.a supplier called to ask you the details of a linen( ) order, such as the number, the quality, the price, the delivery etc., you call back to him. call to ask what are the health requirements for taking an introductory (,, ) scuba dive( )? call to make a reservation for a customer on a day tour.

84 Telephone role play assessment sheets explained Task D Explain will be making a call to guest to confirm their reservation details for a bed and breakfast booking they have made for a date. They have also requested a restaurant booking you will need to confirm booking time and number of people. Will need to bring along the assessment sheets, pen and paper for making their call and any made up info required for the call.

85 Things you will need to confirm that I will be looking for are: (Write on the board) 1. Arrival and departure date 2. Number of pax 3. Room type booked 4. Rate 5. Bed and breakfast 6. Paying by credit card 7. Restaurant booking confirmed for date and time, number of pax

86 Wake-up call service




90 Conclusion about telephone skills

91 L12 8/03/2011 Knowledge test (30) Role play task C (60) Wed. - task D

92 L /03/2011 Task C& D role play Receive and Process Reservations

93 FO Oral English Reservation 1. / / Good morning / afternoon / evening, reservation, how may I help you? 2. For which date, please? 3. What kind of room would you prefer? 4. Let me check the room availability. 5. How may rooms, please? 6. XXXX Our room rate is RMBXXXX. 7. May I have your name, Please? 8. What time will you be arriving at our hotel?

94 9. We will hold your room until 6pm. 10. I am sorry, sir. This is the best rate we can offer during the peak season. Check In Exchanging Money Check Out Concierge Guest Service Center

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