Telephone Operator

Think of the knowledge and skills the telephone operator should have. What makes
person be a better telephone operator? Discuss with your friends.

Conversation
Telephone in hotels
Situation 1
Operator : Good morning Rainbow hotel. May I help you?
Caller : Good morning. Can I speak to Mr. Tommy Lee Jones, Please?
Operator : Im sorry. What was the name, please?
Caller : Mr. Tommy Lee Jones.
Operator : Rightthats room 707Just hold the line, please.
Its ringing for you now.

Situation 2
Operator : Good evening. Rainbow Hotel. Can I help you?
Caller : Yes, could you put me through to Mr.Jengin Room 113, please?
Operator : Hold the line, please..Still trying to connect you.
Operator : Its ringing for you now.
Operator : Im sorry. Im not getting any reply. Can I take a message?
Caller : Yes, Could you tell him that Miss Bennet called.
He has got my number. But I will call again in an hour.
Operator : Thank you Miss Bennet. I will give Mr. Jengin a message.

Situation 3
Operator : Good morning. Rainbow Hotel. May I help you?
Caller : Hello. Could I speak to Miss Sarah, Room 202?

Operator : Hold the line, please.

Operator : Im sorry, but the line is engaged. Would you like to hold on?
Caller : No, I dont think so. Perhaps you could tell her to call me.
Im her sister and Im at 541-5507.
Operator : 5-4-1-5-5-0-7. Ill give her the message as soon as possible.

Activity 1: What would you say when

1. You answer the phone come in.
2. You dont hear the voice properly.
3. You have called the guests room but no answer.
4. You try to call the guest room but he is using the phone.
5. A caller wants to reserve a room. The operator tells the caller.
6. The guest wants to make a long distance call. The operator asks.
7. The guest wants morning call. The operator asks.
8. The operator asks the caller to wait.
9. The operator asks whether the caller wants to leave a message.
10. The operator asks whether the caller wants to wait when the telephone line is
engaged.

Language Focus
1. When you have difficulty to understand.
- I beg your pardon.
- Im sorry I didnt catch your words. I cant hear you.
- Im sorry. Would you please repeat that?
- Im terribly sorry but I cant hear you. Please try again.

2. When you ask the caller to wait.

- One moment, please.
- Just one moment, please.
- Would you mind waiting a moment?
- One moment, please. Im putting you through.
- The phone is ringing for you.
- I am trying to connect the line.
- May I put you on the hold?
- Would you like to wait?
3. Returning to caller who you ask to wait.
- Im very sorry to keep you waiting but There is no answer.
I think nobody in the room.
The line is still engaged.
He/she is on another line.
He is not in.
4. Ask whether the caller wants to leave messages.
- Can I take the message?
- Would you like to leave the message?
- Would you like to call back later?
- Would you like him/her to call you back?
- May I have your name and your phone number?
5. Telephone message.
For Example: Message from caller:
- John leaving a message for Mary: Could you tell her Ill be waiting in front of Silom
complex at 7.00 p.m.
Message written down:
- John will be waiting for you in front of Silom Complex at 7.00 p.m.

Activity 2: Practice to writing message from the telephone conversation

1. Silom smile leaving message for Richard Gere: Please tell him his reservations is
confirmed.

2. Dada travel leaving message for Antony Hobgins.

Just tell him the driver will pick him up at 6.30 tomorrow morning.
..
3. Maria Clien leaving a message for Mariah Carey: Tell her Ill contact her again
when she come back from Milan.

4. Hansons Manager leaving message for Jaya Bees: Could you tell her she won a
concert ticket of Hanson and please call back at 2822072 as soon as possible.
.
5. The American Embassy leaving message for Ronny May: He should bring three
passports photos to us by Monday in order to get his new passport issued,

Message Note
Message for: Room No:
Date: Time: .
From: .. Tel. No..
Please call at the number above will call back at (time) .
Message.
...
Taken by time.

Conversation
Operator : Sawasdee Ka, San Sabai Resort. May I help you?
Caller : Yes, Id like to speak to Mr. Samuel.
Operator : Is he a guest at the hotel?
Caller : Im not sure. Could you check, please? His last name is Magill.
Operator : And could you spell that, please?
Caller : M-A-G-I- double L
Operator : M-A-G-I- double L Certainly, madam. Ill check the record.
One moment, please.
Im sorry. Mr. Samuel has a reservation for today but he has not arrived yet. Would
you like to leave a message?
Caller : Yes.
Operator : May I have your name, please?
Caller : My name is Pate. P-A-T-E
Operator : And your message is..
Caller : Please tell him that Ill meet him at the coffee shop at 8 p.m.
Operator : Yes, Ms. Pate will meet Mr. Magill at the coffee shop at 8 p.m.
Caller : Thats correct.
Operator : Ill make sure that Mr. Magill gets your message as soon as he
arrives. Is there anything else I can do for you, madam?
Caller : No, thank you very much.
Operator : Youre welcome. Good bye, madam.
Then operator records the message into the voice-recording machine in Mr. Magills
room.
Good afternoon, Mr. Magill. Ms. Pate has left a message for you. She said she will
meet you at the coffee shop at 8 p.m. tonight. Thank you for staying with us

Activity 4: What do these words mean?

A local call
A long distance call
An oversea call
A reverse charge call (AE a collect call)
An area code
Telephone directory
Message
Engaged
HANDLING TELEPHONE MESSAGE
CONNECT
R : Good Morning, Melati hotel, peppy speaking, can I help u?
G : Yes My Names Peppy, could u put through to Mr. Nana in room 103??
R : Hold the line please, Ill try to connect u,Thank u
G : Ure welcome
DISCONNECT
R : Good Morning, Melati hotel, can I help u?
G : Yes My Names Peppy,can I speak to Mr. Nana in room 103??
R : Hold the line please, Ill transfer ur call to his room
G : Thank u
R : Thank you for waiting, Im sorry the line is engage, would u like to wait or leave a message
G : Could u just tell him to hes meeting in restaurant at seven a.m
R : Certainly, Ill repeat ur message that hes meeting in restaurant at seven a.m
G : Yes
R : Ill pass on ur message to Mr .Nana as soon as possible
G : Thank u
R : Thank u for calling Melati hotel / Thank u for ur call