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    Session Plan

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    siddarth gayadole
    The document provides guidance on training hotel staff to properly handle external calls. The training session is divided into three parts - an introduction, demonstrations, and practices. Staff are taught to greet callers promptly, introduce themselves, place calls on hold politely, retrieve calls respectfully, and close interactions gratefully. Questions are also used to reinforce lessons and ensure understanding. The goal is to demonstrate efficient and positive call handling.

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    Session Plan

    Uploaded by

    siddarth gayadole
    5 views4 pages
    The document provides guidance on training hotel staff to properly handle external calls. The training session is divided into three parts - an introduction, demonstrations, and practices. Staff are taught to greet callers promptly, introduce themselves, place calls on hold politely, retrieve calls respectfully, and close interactions gratefully. Questions are also used to reinforce lessons and ensure understanding. The goal is to demonstrate efficient and positive call handling.

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    The document provides guidance on training hotel staff to properly handle external calls. The training session is divided into three parts - an introduction, demonstrations, and practices. Staff are taught to greet callers promptly, introduce themselves, place calls on hold politely, retrieve calls respectfully, and close interactions gratefully. Questions are also used to reinforce lessons and ensure understanding. The goal is to demonstrate efficient and positive call handling.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    5 views4 pages

    Session Plan

    Uploaded by

    siddarth gayadole
    The document provides guidance on training hotel staff to properly handle external calls. The training session is divided into three parts - an introduction, demonstrations, and practices. Staff are taught to greet callers promptly, introduce themselves, place calls on hold politely, retrieve calls respectfully, and close interactions gratefully. Questions are also used to reinforce lessons and ensure understanding. The goal is to demonstrate efficient and positive call handling.

    Copyright:

    © All Rights Reserved
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    of 4

    I- Hi, Good morning. Just wanted to share an instance, I once made a call to a hotel XYZ to make a reservation.

    on. The call was


    received and there was silence from the other side. I waited for a moment and said hello. I heard a hello in return. I
    doubted myself; did I call a wrong number instead of the hotel. I said am I speaking to hotel XYZ? The answer went YES.
    There was no urgency in the voice and I didn’t even know who I was talking to. It felt tedious and I disconnected the call
    and decided to book somewhere else.

    N– It can happen to any guest calling our hotel also.

    T– So I thought we will do session on ‘how to handle external calls’

    R- We will be learning the process and also practicing it. This session will take 20 minutes.

    O– By the end of this session you will be able to demonstrate ‘handling the external calls’ with efficiency.

    Task Analysis for One-on-One Training for Telephone Cleaning

    Procedure ( 1) Question ( 3) Standard (2)


    1 Answering an External Call How do we answer an external call? Answer within three rings

    2 Introduce yourself and offer How will you introduce yourself and offer help? Hi, this is ________ (your name) from
    assistance. GINGER (City/ Location),
    How may I assist you?
    3 Plain the call on hold What will you say while placing the call on May I place your call on hold while I get the
    hold? required Information for you
    Wait for approval and say Thank you
    4 Taking the call back What to say when you take back the call? Thank you for your patience.

    5 Closing the call with gratitude What to say when closing the call? Thank you for calling Ginger Wakad Pune, have
    a nice day.

    Beginning Middle End

    Demo 1.

    1 Answering an External Call How do we answer an external call? Answer within three rings

    2 Introduce yourself and offer How will you introduce yourself and offer help? Hi, this is ________ (your name) from
    assistance. GINGER (City/ Location),
    How may I assist you?
    3 Place the call on hold What will you say while placing the call on May I place your call on hold while I get the
    hold? required Information for you
    Wait for approval and say Thank you
    1. When will you receive the call?
    2. What will be the opening line?
    3. How will you introduce yourself?
    4. How will you place a call on hold?

    Speech 1- Now may I request you to, please start from the beginning and finish till I have done

    Practice 1

    Keep on Encouraging (Don’t stop and correct trainees mistakes)

    __________________________________________________________( Half)
    Demo 2____________________________________________________

    4 Taking the call back What to say when you take back the call? Thank you for your patience.

    5 Closing the call with gratitude What to say when closing the call? Thank you for calling Ginger Wakad Pune, have
    a good day.
    Wait for the guest to disconnect.

    Questions:

    1. What is the maximum time a call can be placed on hold before another intimation?
    2. What to say when you take a call back?
    3. Why do we need to close a call with gratitude?
    4. Why should we wait for the guest to disconnect?

    Speech 2 – Now do it from the stage you had stopped and do it till the end

    Practice 2

    Keep on Encouraging (Don’t stop and correct trainees mistakes)

    ______________________________________________________________________________________________________________________
    Speech 3 – Now I want you to do the task from the beginning till the end, but before that I would like to ask you some questions.

    1. Why is it important to introduce yourself and the hotel?


    2. What happens if you delay answering the call?
    3. What happens if you place a call on hold without seeking permission?
    4. What happens if you place a call on hold for too long?

    I have asked you so many questions, I am sure you will have some questions to ask (Verbal check)

    Practice 3

    Keep on Encouraging (Don’t stop and correct trainees mistakes)

    ______________________________________________________________________________________________________________________

    May I ask you to explain the importance of handling external call?

    So today we have learned how to ‘handle external calls’ and in the next session we will learn ‘how to take a reservation over a call?’

    Thank you very much for you active participation. Have a good day

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