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Proper Use of TelephonesProper Use of Telephonesin the Hospitalityin the Hospitality

IndustryIndustry

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Taking a ReservationTaking a ReservationFront Desk ReceptionistFront Desk Receptionist

Enterprise Hotels,Enterprise Hotels, LiseLise speaking. How can I helpspeaking. How can I help you? you?

What date are you looking for?What date are you looking for?

How long will you be staying?How long will you be staying?

How many adults will be in the room?How many adults will be in the room?

I'm afraid we are booked that weekend.I'm afraid we are booked that weekend.

There are only a few vacancies left There are only a few vacancies left ..

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We advise that you book in advance during peakseason.

Will two double beds be enough?

Do you want a smoking or non-smoking room?

The dining room is open from 4 pm until 10 pm.

We have an indoor swimming pool and sauna.

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We serve a continental breakfast.

Cable television is included, but the moviechannel is extra.

Take Exit 8 off the highway and you'll see us afew kilometers up on the left hand side.

The rate I can give you is 99.54 with tax.We require a credit card number for a deposit.

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G uest

I'd like to make a reservation for next week.

Is it necessary to book ahead?

Do you charge extra for two beds?

How much is it for a cot?

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Do you offer free breakfast?

Is there a restaurant in the hotel?

Do the rooms have refrigerators?

Do you do group bookings?

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Is there an outdoor pool?

Do you have any cheaper rooms?

When is it considered off- season?

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The following is a telephone exchange between a hotelguest and room-service,at a hotel in Asia, which wasrecorded and published in the Far East Economic Review:

Room Service (RS): Morrin. Roon sirbees.Guest (G): Sorry, I thought I dialed room-service.

RS: Rye..Roon sirbees..morrin! Jewish to oddorsunteen??

G: Uh..yes..Id like some bacon and eggs.

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RS: Ow July den?

G: What??

RS: Ow July den?pryed, boyud, poochd?

G : Oh, the eggs! How do I like them? Sorry,scrambled please.

RS: Ow July dee baykem? Crease?

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G: Crisp will be fine.

RS : Hokay. An Sahn toes?

G: What?

RS:An toes. July Sahn toes?

G: I dont think so.

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RS: No? Judo wan sahn toes??

G: I feel really bad about this, but I dont know what

judo wan sahn toes means.

RS: Toes! toes!Why jew don juan toes? Ow bowAnglish moppin we bodder?

G: English muffin!! Ive got it! You were sayingToast. Fine. Yes, an English muffin will be fine.

RS: We bodder?

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G: Nojust put the bodder on the side.

RS: Wad?G: I mean butterjust put it on the side.

RS: Copy?

G: Excuse me?

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RS: Copyteameel?

G: Yes. Coffee, please, and thats all.

RS: One Minnie. Scramah egg, crease baykem,Anglish moppin we bodder on sigh and copy.rye??

G: Whatever you say.

RS: Tenjewberrymuds.

G : Youre very welcome.

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Receptionist: Thanks for calling Quality Inn. Morine speaking.

Caller: Hello. I'm interested in booking a room for theSeptember long weekend.

Receptionist: I'm afraid we're totally booked for that weekend. There's a convention in town and we're the closesthotel to the convention centre.

Caller: Oh, I didn't realize. Well what about the weekendafter that?

Receptionist: So... Friday the seventeenth?

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Caller: Yes. Friday and Saturday.

Receptionist:It looks like we have a few vacancies left. Werecommend that you make a reservation, though.It's still considered peak season then.

Caller: Okay. Do you have any rooms with two doublebeds? We're a family of four.

Receptionist:Yes, all of our rooms have two double beds. The ratefor that weekend is $129 dollars a night.

Caller: That's reasonable. And do you have cots? One of mydaughters might be bringing a friend.

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Receptionist: We do, but we also charge an extra ten dollars perperson for any family with over four people. The cot isfree.

Caller: Okay, but I'm not positive if she is coming. Can wepay when we arrive?

Receptionist: Yes, but we do require a fifty dollar credit card depositto hold the room. You can cancel up to five days inadvance and we will refund your deposit.

Caller: Great, I'll call you right back. I have to find myhusband's credit card.

Receptionist: Okay. Oh, and just to let you know...our outdoor poolwill be closed, but our indoor pool is open.

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Let the telephone ring a reasonable length of time

If you dial a number that is wrong, apologize,promptly and hang-up.

Calling a business at or very near closing time isto say the least un-thoughtful.

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State your name when placing a call.

When speaking to anyone who is working andtime is of the essence, make your callinformative and short.

Dial carefully and in proper lighting to avoid

calling a wrong number and inconveniencingothers.

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A phone is ringing somewhere in your office. By the thirdring the call should beanswered. BUT before you pick up that phone:

1. Clear your mind of all but the task at hand respondingto the caller.

2. Prepare your phone voice

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3 . Answer by the 3 rd ring

4. Offer your standardized greeting.

5. Be prepared before you respond.

6. Treat the caller with respect; be efficient,effective, empathetic andresponsive.