1300 Telephone Services Guide 1305 Your Telephone Skills

1300. Telephone Services Guide, 1305 Your Telephone Skills C. Your Telephone Voice Your telephone

1300. Telephone Services Guide, 1305 Your Telephone Skills C. Your Telephone Voice (cont. )

1300. Telephone Services Guide, 1305 Your Telephone Skills D. Use the Correct Words You

1300. Telephone Services Guide, 1305 Your Telephone Skills YOU HAVE REACHED THE END OF

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1300. Telephone Services Guide, 1305 Your Telephone Skills Image from Microsoft Office online, Mar. 2011 A. Overview To make the best impression on callers, you need to be skilled in the use of business telephones. These skills are in following categories: v Telephone equipment skills v Your telephone voice v Using the correct words The following sections of this policy give you more information on each of the above skill categories. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1300. Telephone Services Guide, 1305 Your Telephone Skills B. Telephone Equipment Skills Before accepting and making business calls on behalf of our Hotel, be sure you have been trained on the Hotel telephone equipment and know how to do the following: v Receive an outside call. v Put a call on hold. v Transfer a call. v Respond to an emergency call. v Make an emergency call. v Use voice-mail features. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc. Image from Microsoft Office online, Mar. 2011

1300. Telephone Services Guide, 1305 Your Telephone Skills C. Your Telephone Voice Your telephone voice represents your attitude to callers. The wrong voice inflections may give the impression that you are unfriendly, in a hurry or do not care about callers’ needs. Here are some tips on giving callers the right impression of you and the hotel: v Put a smile in your voice. Sound happy and helpful. Sound as though you are glad to receive each call. v Speak clearly. Pronounce each word carefully. v Do not speak too fast. You do not want to sound as though you are in a hurry. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1300. Telephone Services Guide, 1305 Your Telephone Skills C. Your Telephone Voice (cont. ) v Use correct pronunciation, for example do not drop the “g” sound from “–ing” words. Correct: “Going to” Incorrect: “Gunna” and “goin’ to” v Do not refer to callers by their first names without permission. v Never interrupt. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1300. Telephone Services Guide, 1305 Your Telephone Skills C. Your Telephone Voice (cont. ) v Do not speak too loudly or too quietly. v Request—do not demand, for example: Wrong: “Wait just a minute. ” Wrong: “Hold on. ” Right: “Can you wait a moment? ” Wrong: “Say that again. ” Right: “Can you repeat that please? ” Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

1300. Telephone Services Guide, 1305 Your Telephone Skills D. Use the Correct Words You want to sound professional to every caller, so use correct grammar, for example: v Do not use slang, such as “you guys”. v Avoid shortened and slang versions of words such as hi, bye, okay and yeah. v Do not use hotel jargon, such as “GM”, “double-double” and “rez center”. End GUEST SERVICES GUIDE © Marin Management, Inc.

1300. Telephone Services Guide, 1305 Your Telephone Skills YOU HAVE REACHED THE END OF THIS SECTION. v To return to a previous page: Press the Page Up key or v To leave this section: Press the space bar End GUEST SERVICES GUIDE © Marin Management, Inc.