EFFECTIVE

CALL HANDLING
A Workshop
 OBJECTIVES

At the end of this session, all trainees should:

• Enumerate the correct Brand Standards for
Telephone Communication
• Enumerate and apply the skills needed for
effective communication.
• Demonstrate the proper way to handle a call.
• Effectively manage multiple calls while
adhering to the Brand Service Standards.
 ROAD MAP
• Introduction
• Brand Standards Review
• Effective Communication
Skills
• Call Handling
– Defining Effective Call
Handling
– Steps in Call Handling
– Workshop
SERVICE STANDARDS: GUEST TELEPHONE COMMUNICATION

1) In telephone contacts with guests, the hotel must ensure it follows

these requirements:
(a) The phone is answered within three rings.
(b) The appropriate greeting is offered and either the hotel is
identified (in the case of external calls) or the hotel employee is
identified by first name (in the event of internal calls):
(i) External calls (example: “Thank you for calling the Hilton
(hotel’s name)”.
(ii) Internal calls (example: “Good Morning/Evening, this is (hotel
employee’s name)”.
(c) Assistance is offered.
(d) The caller’s name is obtained and used twice during the call.
SERVICE STANDARDS: GUEST TELEPHONE COMMUNICATION

(e) Before placing a caller on hold, permission is asked and a

response is obtained.
(f) If a call is placed on hold, the caller should be contacted every
thirty seconds, offering the caller the choice of remaining on hold,
leaving a message or receiving a call back.
(g) A caller is never connected to voice mail unless they have agreed.
All voice mail messages must include an option to return to the
operator.
(h) Callers who are transferred to a different department are advised
of the department to which they are being connected.
(i) Calls are not screened.
(j) Guest names or room numbers are never given out.
SERVICE STANDARDS: GUEST TELEPHONE COMMUNICATION

2) Wake up calls must occur within two minutes of the promised time.
The wake up call should be a signature, resort call for example
“Welcome to your day in paradise”. If the wake up call is manual, a
brief weather report for the day should be provided.

3) Hotel telephone operators must have knowledge of voice mail

equipment, modem connections, long distance services, fax
equipment and all other communications requirements and the
guest must be given helpful information during the call.
 WHERE ARE WE NOW?

• Looking at the Brand

Standards we just
reviewed, where are
we now?
• What are we doing?
• Why?
CALL vs COMMUNICATION
 COMMUNICATION
• The process of sending and receiving
messages
 GOOD COMMUNICATION
• Both parties
understand each
other
• Minimal barriers
• Common
understanding
• Brief and
straightforward
EFFECTIVE COMMUNICATOR
• Pleasant
• Open minded
• Straightforward
• Considerate
• Good speaking
voice
• Uses body
language
 EFFECTIVE
CALL HANDLING
• A call experience that
leaves a positive
impression on our
customers and guests.
• Is well spent time and
energy
• Converts calls into
business
• Leaves the
customer/guest with the
feeling of importance
 What’s IMPORTANT?
• Remember that all customers need:
– To feel important
– To be treated seriously
– To be respected
– To expect what is being promised to them
– To be attended to promptly
– To be properly informed
 CHARACTERISTICS OF AN
EFFECTIVE CALL
• Clear and slow speech
• Enthusiastic Voice
• Voice with a smile
• ‘Body’ Language
• Simple Vocabulary
• Prompt Response
• Sensitive and Empathetic
• Patient
• Attentive
 MULTIPLE CALL HANDLING
• This happens when one service provider
has to deal with more than one guest/
customer at a time.
How to IMPROVE Call Handling
• Words and Vocabulary to use
• Call structure and Call Control
• Saying “NO”
• Close the call correctly
• Ask leading questions
• Use Positive Languages
• Be familiar with different types of callers
 WORDS TO AVOID
• Ya • He’s not available
• Uh-huh, uh-hmm • Unfortunately
• Bear with me • I’m afraid…
• Right • I can’t do that…
• Sir/Madam • I’ll try
• …but… • No worries
• It’s policy • Let me see…
 SAYING “NO”
• Currently…
• What I can do is…
• What I can recommend
is…
• May I suggest that…
• In these circumstances,
what I normally suggest
is…
 CLOSING THE CALL
• The Brand Standard says…

“…
...”
 LEADING QUESTIONS
• Identifying the need early on
• Who are you? What do you do?
• Leading, not waiting…
– You’re calling Room Service, Mrs. ____, may
I have your order, Mrs.____?
 DIFFERENT CALL SITUATIONS
• Call for Hotel Information
• Call for a Team Member
• Call for Room Service
• Call for guests
• Call to ask for directions
• Call for concessionaires
• Call of a supplier
HANDLING MULTIPLE CALLS
• Know when to put the caller on hold
• Know HOW to put the caller on hold…
– “May I put you on hold, Mr./Ms. ____?”
HANDLING MULTIPLE CALLS
• Know when to end the call
• Know HOW to end the call
– “If it is alright with you Mr./Ms. ____, I will give
you a call back in 5 minutes.”
WORKSHOP