TELEPON OPERATOR

MENJAWAB PANGGILAN TELEPON YANG MASUK

OLEH: LUH ADE SYAH SUGIARNI, S.TR.PAR., M.PAR

TUJUAN PEMBELAJARAN DAN PELATIHAN

1. Peserta didik mampu mendemonstrasikan pelayanan pembicaraan melalui telepon

2. Peserta didik mampu menaruh telepon yang masuk pada nada tunggu jika diperlukan; Peserta didik mampu
mendapatkan informasi atau pesan lewat telepon dengan akurat
3. Peserta didik mampu menangani complain atau keluhan tamu lewat telepon dengan sopan.
4. Peserta didik mampu mempromosikan produk dan layanan hotel dgn baik dan akurat.
5. Peserta didik mampu mengidentifikasi berbagai percakapan/panggilan yang bernada mengancam dan
mencurigakan
6. Peserta didik dapat menjelaskan tugas dan tanggung jawab sesuai standar operasional prosedur
7. Peserta didik dapat menyebutkan berbagai peralatan telepon secara benar
8. Peserta didik harus sopan, santun dan teliti
INTRODUCTION TO THE TELEPHONE OPERATOR

 Answering the telephone is

an opportunity for
telephone operators / front
desk agents / hotel staffs to
portray professional image
as well as a positive image
for the hotel. it's essential
that you make a positive
impression.
HOW DO WE MAKE A GOOD IMPRESSION?

 A friendly and courteous

tone of voice
 Clear speaking
 Attentive(penuh perhatian)
objective (objektif-netral)
listening
 Obtain accurate, complete
information
WHAT DO YOU DO AS A TELEPHONE OPERATOR?

 Answer incoming calls and directing them to

guestrooms through the switchboard system
or to hotel personnel or departments
 Telephone operators also process guest wake-
up calls. Other hotels rely on the switchboard
operator (PABX or Private Automatic Branch
Exchange)to provide personal service.
Switchboard operators monitor the operation
of automated systems.
TELEPHONE OPERATOR DUTIES AND RESPONSIBILITIES
TELEPHONE COURTESY (KESOPANAN DALAM BERTELEPON)
 TELEPHONE CALL RECEIVED PROCEDURE

 Phone should be answered within 3 rings.

For Example:
 If you receive an internal call then you For Example:
should start with a greeting then, your (Call from External Hotel)
department name then, your name then, (Call from Internal Hotel)
Good Morning…..
asks how you can assist him. Good Morning…..
 For (Hotel’s Name)
an external call follow this (Department)
procedure: Greeting then your hotel's (Department)
name then ask how you can assist him … speaking
… speaking
 Match your speaking rate to the callers How may I assist you?
How may I assist you?
 Avoid extremes in volume
TIPS DURING A TELEPHONE CALL

 People easily become friendly and feel happy if you call him by his name. So, first ensure how should
you address him and then call him by his name. You can say
 While talking for quite a long time shows your caller that you are eagerly listening to him. So sometimes
making noises like “hmm”, “yes”, “ok”, “I understand” can make the conversation spontaneous.
Otherwise in middle of a long discussing if you keep silent for the whole time your caller may be
confused whether you are listing or whether you are still on line or not. So, don’t make your caller
confused
 Receiving call demands deep attention. If you talking over telephone and at the same time doing other
business then you cannot concentrate on anything.
 So, if you really have to finish another job then it is better to hold the caller or tell him that you will call
him after a certain period of time.
 Make your tone as friendly as possible. Try to smile while talking, the way you talk reflects in your tone
 Don’t neglect any call. Take it as a business opportunity for your organization
 WIDELY STANDARD PHRASES
 Sometimes by hearing the tone you may not identify whether you caller is male or female. It is better
to ask “How should I address you?” or “May I have your name please?”
 If you need to transfer any call then say “Please allow me to transfer your call to Mr. X. Could you
please hold down for a minute?” After that if the caller allows you and says Yes or Ok then transfer the
call.
 If you found the extension is not reachable or dead then say “Thanks for holding. But I am afraid Mr.
Y is not available. Would you like to leave a message for him or call back later?”
 If you found the extension is busy then say “Thanks for holding. Mr. Y is busy and still on line. Would
you like to leave a message for him or call back later?”
 While finishing a conversation say “Thank you Mr. X for calling. Have a nice day.”
 Some common phrases are: “May I have your name please”, “May I have your contact number
please”, “Mr. X please let me repeat the message…..Is that all right?”, “Mr. X could you please hold
down for a minute?”
ACTIVITY
 Group 1: Answering a call from Internal hotel ->
Reservation Agent calls Receptionist to ask if The Guest
(Mr. Yokoshima) already checking in or not.
 Group 2: Answering a call from Internal hotel ->
Housekeeper calls Front Desk to inform the guest that
their phone was left in the room, and Housekeeper will
bring it to Front Office to give to the guest. (the guest is
still in the lobby)
 Group 3: Answering a call from External hotel->
Travel Agent (TA) Holi Holi Day calls Receptionist to
ask for room availability for 3rd of July to 5th of July (2
Nights 3 Days). TA ask for 4 deluxe rooms with double
bed. Receptionist says there are rooms available for
mentioned date.
 Group 4: Answering a call from External hotel -
> Supplier Aneka Buah calls Front Office and asks to
connect the phone to Accounting Department. FO
staff connects the phone but no one answer because
it is lunch break. FO staff suggests the supplier to
call again in the next 30 minutes after lunch break.
 Group 5: Answering a call from External hotel ->
An upcoming guests calls to ask for transport pick up
service from the airport today at 7 PM. Front desk
confirms to pick the guest at the airport, but there
will be additional charge @IDR 300.000,- and
should be paid when the guest checks in. The guest
agrees.
TELEPHONE PHRASES

 Answering and Introducing yourself

 Good Morning, Heavenly Hotel Resort.
Front Office. Dian speaking. How may I
Assist you?
 May I know who is calling please?
 The Caller:

 Connecting someone on the phone  Good Morning, This is Sandy from

Good Holiday Travel. May I speak to
 Please wait for a moment. I will connect you
to Sales and Marketing Department Office.
Ms. Sally from Sales and Marketing
Department, please?
 Please hold on for a second. I will check if
he/she is available at the office at the
moment
 Taking a message
 I'm sorry, but Ms. Sally is not here at the
moment. Would you like to leave a message?