1. Communication & record keeping

2. Types of communication VerbalGiving instructions to others, talking to clients, taking messages WrittenConfirmation of bookings, memos, promotions, letters TelephoneTaking message, giving responses FaxInformation, ordering, newsletters, internal memos ICTStaff rotas, bookings, accounts, invoices, room management, booking events and functions, orders, stock control

3. Qualities to communicate well To communicate well, staff should: Be friendly Be smart Be clean Have good verbal communication skills Have good written skills Be able to use ICT effectively

4. Communicating by telephone First impressions count and have a big impact on the customer. Training to answer the phone: Transfer calls Place callers on hold Arrange conference calls Sell products and services Page other staff Connect calls, both internally and externally Make calls

5. Communication equipment Single and multiple line telephones Email and the internet Answering machines Fax machines Mobile phones Pagers Switchboard and extensions

6. Telephone procedure Answer the call promptly – 3-6 rings Pick up the phone with a smile (friendly voice) Start with a polite greeting e.g. ‘Good Morning’ Identify the establishment e.g. ‘The Royal Hotel’ Identify yourself e.g. ‘This is Judy’ Ask how you can be of assistance e.g. ‘How may I help you?’

7. Reasons for phoning an establishment Making a booking Finding out about the facilities Make a complaint Make general enquiries Report a security risk Arrange an appointment Request room service Arrange delivery of goods

8. Telephone manners We should remember to: Speak clearly Be courteous Establish the reason for the call Pay attention to what the caller is saying Transfer the call to the appropriate department Pass messages on promptly Be professional at all times

9. Types of questions OpenTo obtain information – why, what, how & when closedTo ensure that you obtain the correct information – how many would you like? reflectiveTo ensure that you have the correct information – so that is a table for four, at seven o’clock this evening?

10. Customer service You can help to achieve this by: Having a good knowledge of the products and services your establishment offers Having a good knowledge of personnel and job roles, to enable you to pass the information to the correct person Relaying messages promptly Handling calls efficiently and courteously