Building Hotel Telephone Skills

Regardless of whom you talk with over the telephone, it’s essential to learn Hotel Telephone Skills so that you make a positive impression. Answering the telephone is an opportunity for you to portray a professional image as well as a positive image for the property.

During any business telephone conversation, you should:

1. Hotel Telephone Skills TIP 1: Smile even though you are on the telephone. When you smile, you automatically improve your vocal quality. You will sound pleasant and interested.

2. Hotel Telephone Skills TIP 2:  Sit or stand up straight. By sitting or standing up straight, you will be more alert and pay better attention to what is being said.

3. Hotel Telephone Skills TIP 3: Use a low pitch voice. A lower pitch will make you sound more mature and authoritative.

4. Hotel Telephone Skills TIP 4: Match your speaking rate to the caller’s. Let the caller set the tempo of the conversation. For example, he or she may be in a hurry; in that case, you should provide the information quickly.
5. Hotel Telephone Skills TIP 5: Avoid extremes in volume. If you speak too loudly, you may sound rude or pushy. If you speak too softly, you may sound timid or uncertain.

6. Hotel Telephone Skills TIP 6: Avoid expressions such as “yeah” or “nah”. Such expressions make the speaker sound dull, indifferent and uninterested.

Front office staff often take phone messages for other employees or guests. Most front offices have a standard telephone message form. If you answer the phone, it’s important that you listen carefully and take accurate written notes while speaking with the caller. When you take a telephone message, be sure to get the following information:

• Date
• Time of the call
• Name of the person being called
• Caller’s full name
• Caller’s department (if the call is internal)
• Caller’s company (if appropriate)
• Caller’s time zone (if out of state)
• Caller’s telephone number (and area code, if needed)
• Message (do not abbreviate – provide a full message)

If the message is urgent, mark it as such. It is also a good practice to repeat the telephone number and the message to the caller for accuracy. Finally sign your name and follow front office procedures for storing or delivering the messages.

Any telephone conversation can be improved by following these simple guidelines. Remember to treat all callers, guests and employees with courtesy and respect. Practice Hotel Telephone Skills.