1. Taking Phone Call Name of Group 1. Siti Mesaroh. (13420193) 2
Taking Phone Call Name of Group 1. Siti Mesaroh ( ) 2. Teti Nurmelia Wati (13420) 3. Eri Sulistyo (13420)

2. Taking Phone Call
Taking phone call usually do by front desk or receptionist. Their main task is to receive calls and answer the enquiries made by outsiders. They may transfer the calls to the concerned person or may take up the message on their behalf and make sure they call back. Hence, the role of a hotel telephone operator mainly includes coordination and communication.

3. Things Should Be Do While Answering Any Calls in the Hotel
Answer the telephone promptly within three rings
Say the name of the hotel, your name and appropriate greetings
Always have pen and paper in hand to make the records
Listen carefully, pay close attention to the details being expressed by the caller
Make the callers feel that they have your undivided attention, mention the name of the caller, if possible

4. If you have to ask the caller to hold, explain, why
If you have to ask the caller to hold, explain, why. Wait for the callers agreement before putting him/her on hold
If you say that you call back do it as soon as possible, tell the caller the approximate time you can do it.
Repeat back in any details and follow up in writing (if necessary).
Close the conversation politely. Always say "thank you for calling".
Never give wrong information, if you don't know the answer, transfer the caller to the right person.

5. Things Should Not Be Do Let the telephone ring more than three times
Answer the phone with "hello" or "yes".
Ask the caller to hold on while you scramble for pen and paper
Say "hold on" and leave the caller wondering if he/she is still being attended
Forget to call back
Say you cannot help and not offer the caller to someone who can.
Say "he hasn't come in

6. Example Conversation Make A Reservation
R : Good morning. Welcome to The Grand Woodward Hotel Michelle speaking. Can I help you? C : Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you have any vacancies? R : Yes sir, we have several rooms available for that particular weekend. And what is the exact date of your arrival? C : The 24th.  R : How long will you be staying? C : I'll be staying for two nights. R : How many people is the reservation for? C : There will be two of us. R : And would you like a room with twin beds or a double bed?  C : A double bed, please. R : Great. And would you prefer to have a room with a view of the ocean? C : If that type of room is available, I would love to have an ocean view. What's the rate for the room? R : Your room is five hundred and ninety dollars per night. Now what name will the reservation be listed under? C : Charles Hannighan.

7. R : Could you spell your last name for me, please. C : Sure
R : Could you spell your last name for me, please? C : Sure. H-A-N-N-I-G-H-A-N R : And is there a phone number where you can be contacted? C : Yes, my cell phone number is R : Great. Now I'll need your credit card information to reserve the room for you. What type of card is it? C : Visa. The number is R : And what is the name of the cardholder? C : Charles H. Hannighan. R : Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any other questions, please do not hesitate to call us. C : Great, thank you so much. R : My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.

8. Example Conversation Deliver A Message
R : Good morning, Hotel Canaria. Dovilė speaking. How can I help you? C : Good morning. Could I speak to Mr. Luiz in room 204, please? R : Just one moment, and I will connect you. I`m sorry, line is busy from room 204. Can I take a message for you? C : Yes, please. My name is Adam Zakarauskaitė. Please tell him there`s a meeting tomorrow at eleven o`clock. R : Certainly, sir. C : Excuse me, there is one more thing. I would like to speak to Mrs. Jane Williams in room 48. R : One second please, I`ll connect you. I`m sorry, there`s no answer from room 48. Is there any message for Mrs. Jane? C : No it’s ok, thank you R : There is no problem, have a nice day.

10. THANK YOU 