1. Communicating on the Telephone
Chapter 4
Communicating on the Telephone
Refer to page 103

2. Learning outcomes
Describe the role and responsibilities of the telephonist;
Describe a range of telephone systems;
Demonstrate how to use the telephone;
Respond to incoming calls;
Record requests and messages;
Promote the venues services and facilities on the telephone;
Manage threatening and suspicious calls; and
Make outgoing calls.
Refer to page 103

3. Who is the telephonist?
The telephonist is the person responsible for receiving, transferring and screening incoming calls.
Incoming calls may be from people external to the organisation (guests, supplies, staff, etc) or people within the organisation (guests, colleagues etc.).
All accommodation services staff require excellent telephone skills.
Refer to page 104

4. Toll Free Line
Telephone line whereby the venue pays the cost of the incoming calls (on that number/line)
Usually only available for calls outside the local area of the venue
Refer to page 106

5. Direct Dial Telephone
A telephone that allows the user to make calls directly to the required number without telephone operator assistance
Refer to page 106

6. What guests expect of the venues telephone system
Direct dial (IDD & STD)
Message light
Voice mail
Facsimile
Internet
Refer to page 110

7. When receiving incoming telephone calls…
Know how to use the telephone system in your workplace
Be prepared to accept calls (smile, etc)
Respond to calls within 3 rings
Speak distinctly and into the mouthpiece
Concentrate on the what the caller is saying
Follow enterprise procedures
Refer to page 112

8. Respond to external incoming calls
Greet the caller
Identify the venue
Identify yourself
Offer assistance
Refer to page 115

9. Respond to internal incoming calls
Greet the caller
Identify the department
Identify yourself
Offer assistance
Refer to page 116

10. Transferring a call
Requires you to connect an incoming call to another extension.
Before transferring a call, let the caller know what you are doing.
Refer to page 116

11. Placing a call on hold
Calls that need to be placed on hold usually have music or a recorded message to listen to.
Before placing a call on hold, ask the caller’s permission.
Return to the call within 30 seconds and provide an update on the status of their call.
Refer to page 117

12. Screening a call…
Means asking the caller who they are and why they are calling before you transfer them to the requested extension.
Refer to page 118

13. Taking a message When recording a message, record: Time of call Date
Callers name and contact details
Name and room number or department for whom the message is for
Actual message
Your name or initials
Refer to page 119

14. Taking a message When you have recorded a message:
Repeat the details back to the caller
Deliver the message in a timely manner
Refer to page 119

15. Operator assisted calls
Calls that require the telephonist to connect the person placing the call with the person the caller wants to speak to
Refer to page 120

16. Emergency procedures Types of emergency calls Fire Bombe threat
Illness or accident
Refer to page 123

17. Receiving a fires emergency call
Ask for the following information:
Exact location of the fire
Nature of the fire (what is burning)
Callers name and location
What action has been taken
Refer to page 123

18. Placing an emergency call to the fire department
If you need to call the fire department, give detailed information about the fire:
Name of the venue and the exact location in the venue of the fire
Explain the nature of the fire
What action has been taken
Answer any additional questions you may receive and follow the instructions given by the fire department
Refer to page 123

19. Receiving a bomb threat
If you receive a bomb threat:
Remain calm
Don’t hang up
Take the call seriously
Question the caller (when, where, how, what, why)
Record the wording of the call
Don’t hang up (even if the caller does. The police may be able to trace the call)
Refer to page 124

20. Receiving a bomb threat
After you have received the bomb threat, immediately:
Alert your supervisor
Call the police
Refer to page 124

21. Illness or accident
Both guests and staff ay fall sick or be injured. If you receive a call advising of illness or an accident:
Remain calm
Determine the exact nature of the illness or the accident
Record the callers name and room number or department
Let the caller know what action you will take
Contact your supervisor
Contact emergency services where appropriate
Refer to page 124

22. Before making outgoing calls…
Be familiar with the equipment you are about to use
Prepare yourself (locate the number, have pen and paper ready, etc)
Put a smile on your face
Think about what you are going to say
Avoid doing anything else
Refer to page 125

23. When making outgoing calls
When someone answers the number you call:
Offer a salutation.
Say who you are and where you are from.
Ask to speak to the person you are calling.
When that person receives the call, clearly state the reason for your call.
Refer to page 126

24. Expressions to avoid on the telephone
Yeah!
G’day!
He’s out
What’s your name?
What did you say your name was?
Can you speak up?
What?
Hang on?
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25. Expressions to avoid on the telephone
Transferring you.
You wanna leave a message?
What do you want?
Thanks mate!
Hang on a minnie!
Refer to page 127

26. Expressions to use on the telephone
Yes.
Good morning/afternoon/evening.
I’m sorry, he’s not available at the moment.
Would you mind telling me your name please?
Excuse me, could you say your name again please?
I’m sorry, I’m having difficulty hearing you.

27. Expressions to use on the telephone
I beg your pardon?
Would you mind holding please?
I’ll transfer you to her extension.
Would you like to leave a message?
How can I help you?
Thank you for calling