Telephone

Exchange
Procedures
 Telephone Exchange Section
It is one area which takes charge of a
very important role in the operation of the
entire business – communication.
It boost additional revenue through
telephone service thus this resale capability
enables this section to be a potential profit
center.
 Telephone Operators
- direct traffic on the flow of communication within
the property.
- make wake-up calls for guests and facilitate
emergency communication.
 Manually operated switchboards
- assisted with the use of telephone
sheets and other forms to monitor the billings
and the telephone charges for this system are
still channeled through the local telephone
companies which give the amount of the bill
to the hotel telephone operator who
computes the account with addition of
handling fees and service charges then relays
it to the front office cashier for posting to the
proper guest account.
Manually operated switchboards
 Direct Dialing Systems

Allows the guest to make

outside call without passing
through the telephone
operators that most of the
hotels today used it.
 Call accounting system
- a computerized method of telephone
billing where the charges are easily traced
through the computer screens giving all the
details related to the calls (number called,
destination, time, number of minutes, etc.)
and telephone charges can be posted
electronically to the proper guest folio.
 Call accounting system
- unload the tedious of ob recordings on the
part of the telephone operators as it
eliminates the manual computation and
posting of charges
- automatically makes wake-up calls to
particular guestrooms at preprogrammed
times.
- allows telephone operators to concentrate
more on telephone traffic existing within the
property.
 Working as a telephone operator demands
professionalism in the manner of communicating
with the other line. As front liners of the hotel,
first impressions are reflected though its
employees. Communication is not face – face,
thus making it more difficult on the part of the
sender to convey effectively the message. Proper
diction, pronunciation and enunciation of words
are required to transmit the right information.
Courtesy (“please and thank you”) is often
observed as it is reflective of the operator’s
sincerity to be of service.
 What is a telephone?
A telephone is an instrument used to transmit
and receive information or calls simultaneously
thus permitting one party to communicate with
another consequently, sends and receives voice
messages and data. It convert speech and data
to electrical energy, which is sent to great
distances. It used for casual conversations, to
conduct business and to summon help in an
emergency.
Telephone
Parts of the Telephone
Central office or exchanges

- a complex switching systems

that all telephones are linked
which establish the pathway
for information to travel.
 Types of Calls
1. Local calls – made within the hotel’s non-toll
dialing area.
Example:
Calls within the community: Iloilo City
2. Extended area calls - a connection beyond the
local dialing area that is still handled by the hotel’s
local carrier and billed as long distance.
Example:
Calls within the suburbs or municipalities: Maasin,
Carles or other municipalities outside Iloilo City.
 Types of Calls
3. Direct distance dialing – the traditional definition of
a long distance is a connection directly dialed by the
guest that goes outside the hotel’s non-toll area and
is switched from the local carrier to the common
carrier.
Example:
Calls from the outside the province: Iloilo City to
Bacolod City or vice-versa
Calls from country to country: Philippines to Canada
or vice-versa.
4. Operator service dialing – those that require
intervention by local or long distance operators for
billing purposes.
 Telephone Manner
1. Answer calls promptly and pleasantly on the
second ring, at the most.
 Telephone Manner
2. Always have a notepad and pen by your
phone so that you can messages correctly.
 Telephone Manner
3. Before you make outgoing calls, ask
yourself whether you really need to make
the call.
 Telephone Manner
4. Always put a smile in your voice.
 Telephone Manner
5. Before placing a call, plan the purpose of the
call.
 Telephone Manner
6. If necessary, list down all the points you
want to discuss so as not to forget the
purpose of the call.
 Telephone Manner
7. Make sure you have the correct number
before dialing in order to save time and
embarrassment.
 Telephone Manner
8. Use your forefinger when dialing.
 Standard Telephone Dialogue
When Answering Outside Calls:

Good Morning/ Afternoon/

Evening. Continental Hotel.
Caller responds and makes
This is _____ how may I/we
help you?
 Standard Telephone Dialogue
When Answering Internet Calls:

Never leave a caller.

Mr./Ms. _________ this is (name of
employee) of the (dependent), how Inform the caller after 4-
5may we help you? rings.
 Standard Telephone Dialogue
Connecting
Never leave a caller.
Thank you Ma’am/Sir *one
moment please, I’ll connect you Inform the caller after 4-5
now.
rings.

Thank you for waiting

Im sorry Sir/Ma’am nobody

answer, would you like to leave a
message, please?”

Thank you for calling.

 Standard Telephone Dialogue
If you wish the caller to identify himself, ask
politely:

May I know who’s calling please?

 Standard Telephone Dialogue
Before calling the person being requested by
the caller say:

One moment please.

 Standard Telephone Dialogue
In case you get a wrong number call, say:

I’m sorry Ma’am/Sir you dialed the wrong

number. This is Continental Hotel.
 Standard Telephone Dialogue
Some ways of saying good-bye:

Thank you for your time, I know

your busy so I won’t keep you.

Nice speaking to you,

Speak to you soon.

That’s fine. Thank you for your

time, Good-bye.
 General Office
Telephone Etiquette
The following is a video to help personnel develop
telephone professionalism and etiquette.
 Telephone Codes
Telephone codes are used by
telephone operators to make sure messages
and spelling of words are taken accurately.
Different sectors of society like the
telecommunications companies, military,
shipping lines, airlines and hotels have
made it a practice to communicate
messages effectively by using these
telephone codes.
 Phonetic Alphabets Used in Telephone
Communication
A Alfred America Alpha O Oliver Ohio Oscar
B Benjamin Boston Bravo P Peter Philippines Papa
C Charlie China Charlie Q Queen Quebec Quebec
D David Denmark Delta R Robert Russia Romeo
E Edward England Echo S Samuel Shanghai Sierra
F Frank France Foxtrot T Tommy Tokyo Tango
G George Germany Golf U Uncle United Uniform
I Isaac Italy India V Victor Victory Victory
J Jack Japan Juliet W William Washington Whisky
K King Korea Kilo X X-ray X-ray X-ray
L London London Lima Y Yellow Yokohama Yankie
M Mary Manila Mike Z Zebra Zamboanga Zulu
N Nancy Norway November
 Communication Systems
• Cellular Telephones - is designed to give the user maximum
freedom of movement while using a telephone. A cellular
telephone uses radio signals to communicate between the set
and an antenna.
 Communication Systems
• Computers – a modem converts the digital bits of a
computer's output to an audio tone, which is then converted
to an electrical signal and passed over telephone lines to be
decoded by a modem attached
to a computer at a receiving
end. This type of
communication is used by
hotels when receiving
reservations through
computers.
 Communication Systems
• Direct Distance Dialling (DDD) – A telephone service that
provides the ability to place international calls without the
assistance of an operator. By adding a three digit area code in
front of the subscriber's old number and developing more
sophisticated common-control-switching machines, it becomes
possible for subscribers to complete their own long distance
calls.

• Intercom – Transferring calls from one set to another without

using an outside telephone line.
 Communication Systems
• Fax Machine- Another special purpose telephone is a facsimile
machine, or fax machine, which produces duplicate of a
document at a distant point. Fax service is common in the
business environment and is becoming more widespread in the
residences. This is indicative of a trend in which the worlds of a
telephone, the computer, and television are gradually melting ,
possibly into one-all-purpose instrument.
 Communication Systems
• Private Branch Exchange – A switching machine with hundreds of
lines, all of which can be reached by dialling one number.
 Communication Systems
• Radio - Some properties located in remote areas still rely on radio
as source of communication. Another approach to long distance
transmission is the use of radio. This is made up of a very powerful
long wave (low frequency) radio stations used for long distance
calls.
 Communication Systems
• Telephone Switchboard – Before automatic exchange were
invented , all calls were placed through manual exchanges in which
a small light on a switchboard alerted an operator that a subscriber
wanted service.
 Glossary of Telephone Terminology 
• AIOD - Automatic identification of outward dialing
• AOS - Alternate operator service
• ARS - Automatice route selection
• Blended Rate - Mix time of day and day of week charges
• CAS - Call accounting system
• CRS - Call rating (pricing ) system
• CSR - Customer service record
• DDD - Direct distance dialing
• Dedicated acces – Use of T1 circuits for digital signal
transmission
• Flat Rate - Constant monthly charge regardless of
call volume
• HOBIC – Hotel outgoing billing information center
 Glossary of Telephone Terminology 
• LEC - Local equipment company
• LCR – Least costing routing
• Message unit rate – Variable rate based upon call volume
• PBX – Public board (branch) exchange – switchboard, also known as
• PABX - automatic computer based switchboard
• SMDR - Station message detail record (on a PBX )
• Switched access - Analog trunks converting analog to digital
signals
• 10 XXX - ten triple X, equal acces preffered carrier
(refers to the five digits used to reach the carrier , soon
to be changed to 101 XXX)
• T1 - Digital circuit ( usually long distance access )
• Tarrif - Table used to compute calling costs
 PLDT's Telephone Services and
Special Features
• PLDT Call Waiting Feature
- Allows a subscriber served by a digital exchange to
know when a caller is trying to reach his telephone number
while he is talking to another caller. This is made possible
through a special call waiting.
The subscriber can then place
his current call on hold and
answer the new caller. He may
even alternate between the
new and previous call or
release one of the two calls.
 PLDT's Telephone Services and
Special Features
• PLDT Abbreviated Dialling
- Get faster connection and avoid dialling a wrong
number with PLDT abbreviated dialling . Store up to 20
telephone numbers into a memory by assigning a code to
each number. So when you need to call, all you have to duo
is dial the code number. It's the perfect way to dial
frequently called IDD, NDD, cellphone, and pager numbers. 
• PLDT Security Code
- is a service feature which protects subscribers from
unauthorized DDD calls made on their telephones. The
security code makes use of the confidential PIN which is
composed of four digits. Access to the DDD service can only
be made after entering this PIN on the telephone.
 PLDT's Telephone Services and
Special Features
• PLDT Do Not Disturb
- Get an electronic secretary that temporarily prevents all
incoming call from getting through. Your callers hear a pre-recorded
message telling them that your phones “ Do not Disturb “ feature
is activated.
 PLDT's Telephone Services and
Special Features
• PLDT Call Barring
- A subscriber can request the company to bar all or
certain outgoing calls from his telephone.
• PLDT Fonkard Plus
- This pre-paid telephone card lets you do away with
those bulky coins. Available in denominations of P100, P250,
P500, and P1,000. Fonkard Plus may be used local, domestic,
and international calls made from PLDT card phones.
 PLDT's Telephone Services and
Special Features
• PLDT Conference Call
- An engaged subscriber may hold the existing call and
make a call to a third party. The subscriber may then
introduce a common speech path between all these parties,
switch between the two calls or release either.
 PLDT's Telephone Services and
Special Features
• PLDT Priority Subscriber
- The subscriber's outgoing calls “ camped on “ the line of the called
party if the latter is busy, even of the called party does have not the
same feature. The subscriber receives a ringing tone for a specified
time interval (50 seconds ) and is automatically connected once the
busy line becomes free. If the called party continues to hold his
phone after 50-seconds interval, the calling subscriber will then
receive a busy signal.
• PLDT Call Forwarding
- Whether you are outside the office, on the road, or out of town,
you may forward your phones incoming calls to a specified number
where you can be reached. PLDT Call Forwarding diverts your
incoming calls to another phone number. Automatically or only if
your line is busy or no one is able to answer after 4 rings.
 PLDT's Telephone Services and
Special Features
• PLDT Philippine Direct
- When travelling abroad, call collect to family and friends
at home through Philippines Direct. Your call will be charged to the
called number in the Philippines. Access through private and public
payphones in over 40 countries.
It is essential for a hotel receptionist to know-how to
answer and make a phone call appropriately.

By just answering a phone call, the hotel as well as the

service id being publicized at the same time promoted.

Whatever calls received, your duty as receptionist/front

desk officer is to handle it properly and with
courteousness.

HERE ARE SOME OF THE TIPS THAT YOU

MIGHT USE DURING A PHONE
EXCHANGE:
Before you pick up the Telephone:
Stop your conversation if you were in the middle of talking
with somebody. 
Exhale and make a smile before you pick up the telephone.
Even if you are busy with another stuffs, try to escape from
it pay your full attention to the telephone. Wait for  two or
three times ringing before you pick up the telephone.
Prepare a note pad and ball pen to take note.
On the Telephone:
Assumed that you are already on the smile.“Hello, Good Morning/Good
afternoon/Good evening. Welcome to Continental Hotel reception. How
may I help you? (For example) Mr. Celestino speaking.” Speak pleasantly.
Do not be in a hurry. Speak clearly.
Help the privacy of your guests. Do not give the information
of confidential things on the phone such as room number
and complete address of the guests. If they insist, “I am
afraid but Sir/Madam, this is our hotel policy.”
If the caller would like to talk to the in-house guest, ask him
to hold on for a moment. But do not let it go over more than
30 seconds. Then set the caller’s telephone on “Hold on”
mode. When you got back to the caller, start with an
appreciation word, “Thank you for waiting, Sir/Madam.”
If the telephone call is not for the Front Office desk, “Would
you like to please hold on for a moment, I will connect you to
GM or Business office right away.” Remember that you, being
a receptionist, you will receive all kinds of telephone call. All
the call will first arrive at your desk.
At the End of the telephone calls:

Always leave an impressive word to the caller. If he

is able to talk to a person whom he would like to
talk, ask “Would you like to leave a message?” And
try to mention his/her name before the telephone
hang up. Do not hesitate to say “Thank you for
calling.”
Here are also some videos to
help you IMPROVE
your communication skills. 
Thanks for listening!