Function Telephone Operator
What is the main function of a telephone operator in a hotel?
To connect incoming and outgoing calls quickly and courteously.
What is the standard opening line when answering a hotel phone?
Greeting, Identifying, and Offering Help
Pre-Arrival
What is the basic principle of effective communication in the Front Office?
P=Pitch
I=Inflection
C=Courtessy
T=Tone
U=Undertsanding
R=Rate
E=Enunciation
What is the main function of a reservation form?
To record all guest booking details.
Why is speed important when answering a phone call?
Because it reflects the hotel’s service quality and guest satisfaction.
Why is it important to record the caller’s name?
To personalize the service and keep communication records.
Name two main types of room reservations.
Individual reservation and group reservation.
Give an example of a common complaint received by phone.
Noise, air conditioner not working, or missing amenities.
What is a telephone message form?
A form used to record messages for guests or staff who cannot be reached directly.
What are the basic telephone etiquette rules at the Front Office?
Greet politely, mention the hotel name, speak clearly and pleasantly.
What should an operator do if they don’t know the answer to a question?
Politely inform the caller and promise to call back with accurate information.
What details must be recorded during a telephone reservation?
Guest name, arrival/departure dates, room type, number of guests, payment method.
What is the Technique in handling a telephone complaint?
L=Listen
E=Empahtize
A=Apologize
R=Respond
N=Notify
Give examples of documents used in room reservation.
Reservation form, reservation slip, reservation diary, conventional chart, density chart, confirmation letter, rooming list.
What is the difference between an incoming call and an outgoing call?
Incoming call: received by the hotel; Outgoing call: made from the hotel.
What is the purpose of a call log book at the operator’s desk?
To record all incoming and outgoing calls for control and documentation.
What does “guaranteed reservation” mean?
A booking secured with advance payment or a credit card.
Why is it important to record the time and details of complaints?
For quick follow-up and service documentation.
What is a room status report and why is it important?
A report showing room conditions (occupied, vacant, out of order) for accuracy in reservations.
How should an operator handle an emergency call?
Stay calm, record key details, and immediately contact security or management.
How can the operator protect guest privacy over the phone?
Never disclose room numbers, personal data, or schedules without authorization.
How does the operator check room availability when receiving a booking?
By checking the room availability chart or PMS (Property Management System).
How should an operator politely close a conversation with a complaining guest?
Thank the guest for the feedback and assure immediate follow-up.
Explain the relationship between the telephone operator and the reservation section.
The operator relays reservation information by phone to the reservation team for system entry.