Courtesy Rules!

Better Telephone Skills Now

Video Companion Guide

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 DISCLAIMER
This publication is designed to provide accurate and authoritative information in regard to
the subject matter covered. It is sold with the understanding that the publisher is not en-
gaged in rendering legal, accounting, or other professional service. If legal advice or other
expert assistance is required, the services of a competent professional person should be
sought.
— From the Declaration of Principles jointly adopted by the American Bar
Association and a Committee of Publishers and Associations.
Nothing contained in this publication shall constitute a standard, an endorsement, or a
recommendation of the Educational Institute of the American Hotel & Lodging Association
(AH&LA). The Institute and the AH&LA disclaim any liability with respect to the use of any
information, procedure, or product, or reliance thereon by any member of the hospitality
industry.

©2004
Educational Institute
of the American Hotel & Lodging Association
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Suite 1800
Orlando, FL 32803
Phone: 800-752-4567
or 517-372-8800
www.ei-ahla.org
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 INTRODUCTION
Courtesy Rules! Better Telephone Skills Now demonstrates how to use the
telephone courteously and efficiently to serve callers and contribute to your
property's success. The information in this video companion guide is
separated into content points that are discussed in the video.
Your voice is the very first impression most callers get of your hotel. When
you are polite, courteous, responsive, and maintain a smile in your voice,
you help yourself, and your hotel stand out. Talking on the phone is a
relationship. It can either be a good or bad experience. It's up to you to make
it a good one for your guests or potential guests.
Answer the Telephone Promptly
It is important to answer the telephone promptly, within three rings, if
possible. This is a sign of respect to the caller or the potential customer.
Use a Pleasant Greeting and Tone
Use a greeting and tone that is pleasant, "alive" and "fresh." "Thank you for
calling, this is Melanie, how may I help you?" is a good example from the
video.
Face to face, 55% of communication is relayed through your body language;
38% through your tone of voice, and 7% through your actual words. But on
the telephone, 83% of communication is relayed through your tone of voice,
and only 17% through your actual words.
So smile when you talk, be enthusiastic. It's contagious. The caller will feel
it. You will feel it. It will help make everyone's day better, including your
own.

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Use the Caller's Name
Ask the caller's name if they don't provide it, and use the caller's name as
soon as you know it. Everyone likes it when you remember their name. So
say something like "May I ask who's calling?"
Use Clear Positive Language, No Slang
Always speak clearly and properly when speaking on the telephone, and avoid
using slang words or phrases. Speak positively, even if the caller, or the
situation, is negative. Counter a negative with a positive: "No, I'm sorry, Mr.
Clark, we don't have a game room, but we do have a pool!"
Avoid Jargon
The hospitality industry relies heavily on the use of jargon. Jargon allows
hotel employees to quickly convey information to each other, whether it be
verbal communication or through the use of the front office computer system.
But when speaking to guests on the telephone, it is important to avoid the
use of jargon which callers will not understand. For instance, if you tell a
caller "Okay, Mr. Clark, I just need to confo your rez number," he will have
no idea what you are saying. Instead, tell him that you need to confirm his
reservation number. Remember, jargon doesn't save time if the caller doesn't
understand.
Vary Your Tone
If you speak in a monotone, it won't matter what you are saying to a caller,
they won't be interested. Stay interesting by varying your tone. The caller
will more likely pay attention.
Don't Speak Too Fast or Garble
It's not how much you say or how fast, but what you say and how you say it.
The guest must be able to understand you. Keep a steady, even pace; not too
loud, not too soft.

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Stay Focused, Avoid Distractions
Do not perform other activities when you are on the phone that are not
related to work, such as smoking, doing your nails, chewing gum, or shuffling
papers. Stay focused, be alone with the phone, and give the caller your
undivided attention.
Listen Attentively, Don't Interrupt
Allow the caller to finish a sentence or thought when they are talking. Never
interrupt. They may be making a decision or may need to think out loud.
Allow them to finish, then make your point or suggestion. Listen actively,
then respond to what you hear.
Repeat Information Back
You should repeat relevant information back to the caller in order for you to
make sure that you have understood the caller's request correctly, and for
you to verify to the caller that you heard them. This can mean being specific.
For instance, do not assume that if a caller requesting a reservation says he/
she will be in town for two days it means he/she is staying two nights. Make
sure to confirm with the caller that he/she will be staying two nights at your
hotel. This will help you avoid any misunderstandings. Verifying information
shows you were listening, attentive, responsive, and hospitable.
Be Specific and Helpful
Always be specific when quoting pricing or providing specific hotel information
to a caller. For instance, specify that the rate for an evening's stay covers the
guest's use of the room from check in on one day to check out of the next
day. Also make sure to include any relevant taxes or additional fees. You may
find that the more specific you are, the less likely it is for the caller to have
additional questions. Be as helpful and detailed as you can be. Don't leave
them guessing.

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Never Give Out Room Numbers
The privacy and security of your guests should be a top priority. One line of
defense for your guest is for you to protect the privacy of their room number.
This means never revealing the name of a guest staying in a particular room
number, and never giving out the room number of a specific guest.
If a caller asks to be connected to a specific room number, ask the caller for
the name of the guest. This way you can make sure they have the right name
to go with it. You don't want a guest bothered by someone calling a wrong or
outdated number.
Acknowledge Transfer Requests
Transferring callers to another extension should always be done with proper
etiquette. This means informing the caller that he or she will be transferred
and to whom. For instance, say "One moment, Mr. Bell, while I transfer you
to Miss Watson."
You should inform Miss Watson that you are transferring Mr. Bell to her while
Mr. Bell is on hold. In addition, it is important to inform Miss Watson about
the purpose of Mr. Bell's call; this will save both of them time and confusion.
Once you have made the transfer, introduce the two parties before getting off
the line.
Allow Callers to Speak Before Placing Them on Hold
No one likes to be put on hold. However, it is frequently necessary to do so in
order to help callers and guests. But it can still be done with courtesy and
etiquette. This means ALWAYS asking a caller if you can place him or her on
hold. This will also give you an opportunity to find out what the caller wants.
They may simply want to be transferred to another department or to someone's
voicemail-tasks that can be accomplished in almost the same amount of time
it would take you to place them on hold!
Ask for the caller's name, and then ask permission to place them on hold. If
you end up placing the caller on hold, thank him or her. This extra second or
two spent interacting with the caller is the key to treating a caller with courtesy
and respect.
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Providing a caller with a choice is another way to show courtesy and respect.
For instance, by providing them the choice of being placed on hold while
they wait for a party to become available or to leave a message, you are allowing
them to decide how long or how little they wait. If you do place the caller on
hold, check back frequently, so that you can again offer them the choice of
continuing to wait or leaving a message.
Take Detailed Messages
Offer to take a message if the caller chooses not to wait any longer. Voicemail
may also be an option at many properties. Once again, by providing a choice,
you show courtesy and provide the caller with flexibility. Some may prefer
voicemail; others may prefer to convey their message to an actual person.
Always be thorough and detailed when taking a message. This includes:
• Name of person being called
• Date and time of call
• Caller's name and spelling
• Caller's organization, if any
• Caller's telephone number
• Brief message
• Your name and initials
• Repeat the message, names, and numbers back

Handle Multiple Demands

Multi-tasking is not easy, especially if you haven't done it before. But when
you are using the telephone, it is often necessary to multi-task. The important
thing is to remember to stay calm and stay courteous! With a little practice
and patience, you can do it perfectly. It's better to handle one thing at a time
very well, then four things badly.
Preparation is the key. You will face many instances when you are very busy,
so be prepared. Make sure you have everything you need at hand. You know
when your busy time usually is. Have supplies ready so you aren't scrambling
when the time comes.

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Handling multiple&demands
MAINTENANCE may also involve prioritizing tasks. For instance,
OPERATIONS
if you are assisting a checked-in guest at the front desk and the phone rings,
who should you help first? The paying guest right in front of you, or the caller
on the phone? Always give the paying guest priority, but try not to leave the
caller on hold for more than 30 seconds.
When there are multiple callers to place on hold, take them in order of when
they called. But as you learned earlier, you should still wait for a response
and thank them for holding when you pick up the line again. This is a simple
way to acknowledge their willingness to wait. For calls that you can't take at
the time, offer to call back. If you do this, always give a specific time you'll get
back to them.
Take Charge of Situations
If you take a call from someone having an emergency or someone who doesn't
speak English, don't get irritated or frustrated because you don't understand
them. Take charge of the situation by handling it yourself or getting someone
who can. This may involve sending security to the room, contacting a manager,
calling the police, or simply finding a co-worker who speaks the caller's
language.
Handle Dissatisfied Callers
No matter how good our guest service skills are, there will occasionally be
guests who are dissatisfied with something. When handling dissatisfied callers,
it is important to respond with empathy and offer the caller solutions to the
problem, not excuses. The guest is more interested in hearing what you can
do to fix the problem than why it happened or who's at fault. So listen,
empathize, and solve the problem.
It is important to get as many specifics about the problem as possible so you
can solve it. For instance, if a guest calls and says the guestroom television
isn't working, ask questions to find out just what may be wrong. Is the picture
snowy? Is there no sound? Is there a picture at all? Asking these questions
will give the maintenance department a better idea of what to expect and
what tools they will need to bring.
If solving the problem requires you to write down information, let the caller
know that you are taking a note. A verbal cue that you are writing will help
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avoid a long, awkward pause that might mislead the caller or seem
disrespectful.
Empathize With the Caller
Sometimes a caller just wants to tell their problems to someone or hear a
sympathetic voice. Empathizing with the caller can help, even if you are
unable to immediately solve the caller's problem. Listening with empathy
and with understanding before you move the caller along, is at the very heart
of phone courtesy. In that moment, it is the most important thing you can be
doing. Listen. Empathize. Apologize. Solve the Problem and Follow Up. That's
the magic formula for making an unhappy caller happy again.
Offer a Specific Time for the Resolution
Once you have offered the caller a solution to the problem, provide a time
frame for the problem to be solved. Then, once that time frame has been
reached, follow up and make sure the problem was solved to the caller's
satisfaction.
Sell Rooms for Your Property
Every time you answer the phone for your property, you represent your
property. Your service is part of what the potential guest is purchasing. If you
should lose a call, don't take the attitude, "It doesn't matter, somebody else
will call." If this happens too many times, you won't have any business!
First, ask questions of each potential guest to determine needs and
preferences. This will help you to determine which features or benefits to
describe.
For instance, if the potential guest is bringing the entire family, you may
want to describe features such as free movies, a game room, or local
attractions. If the potential guest is traveling on business, mention the fitness
center, free local calls, the in-room computer data ports, and the continental
breakfast.
Offer the potential guest alternatives such as different types of rooms and
rates. A business traveler hosting clients may be interested in hearing about
the mini-suites, which come with complete kitchen and dining areas.
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Encourage the potential guest's participation in making the choice. After all,
it is their choice. Once you have finished determining their needs and
describing the various features, rooms, and rates, ask for the sale. Then follow
your property's procedures to complete a reservation.

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 DISCUSSION QUESTIONS
1. How do your telephone techniques affect your property's bottom line?
2. What is the suggested greeting at your property when answering outside
calls? Internal calls? Within how many rings should the telephone be
answered?
3. How is speaking to someone on the phone different from speaking to
someone in person?
4. What are the international and long distance dialing procedures at
your property?
5. What telephone procedures are in place to protect guest privacy and
security at your property? Do these procedures demonstrate reasonable
care?
6. What can you do to prepare for busy periods at the front desk? What
training might help?
7. How is the way that you handle a dissatisfied caller different from
handling a dissatisfied guest in person?
8. What are your property's procedures for taking a reservation over the
phone?
9. What opportunities are there upselling (for example, additional
guestroom amenities, suites, spas)?

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 ACTIVITIES
Activity 1 - What You Say
Divide employees into groups of two or three. Ask each group to list three
common telephone statements that are annoying, negative, or contain hotel
jargon.
Exchange the lists between the groups. Have each group change the statements
into clear, positive statements.
Ask each group to share one negative statement and the corrected positive
statement. Discuss why the corrected versions create a better impression for
callers.
Activity 2 - How You Say It
Write a standard greeting or statement on a chalkboard or flip chart. For
example: "Good morning, Mayfield Inn. How may I help you?"
Ask several volunteers to repeat the statement out loud, standing behind the
rest of the group so no facial expressions or gestures are communicated.
Have each volunteer repeat the statement several times to contrast vocal
qualities. For example, Volunteer #1 would first speak without smiling, then
repeat the statement with a smile and friendly voice. Other contrasts might
include: "fast, slow, and moderate pace;" "loud, soft, and mid-range volume;"
"high, squeaky, and lower volume;" "and bored tone and varied tone."
Consider having employees record their greetings using a tape recorder so
they can play it back and listen to themselves. Ask employees to discuss
which versions they would respond positively to and why. Have employees
individually evaluate their own vocal qualities and work to improve the way
they sound.

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Activity 3 - The Telephone System
Assemble employees at your property's PBX system. Explain the system and
demonstrate the various functions, such as "hold" and "transfer." Allow
adequate time for all employees to practice so they feel comfortable with the
system.
Activity - Priorities
Have employees brainstorm the different types of calls they receive. These
might include outside and inside calls for guests, for staff, for reservations,
for other property business, for directions, or for personal business. List the
call types on a flip chart.
Ask employees to prioritize the types of calls as a guide to handling multiple
calls during busy periods. Discuss ways to prepare for busy periods at your
property.
Activity - Dissatisfied Callers
Have employees think about a dissatisfied caller they have dealt with recently.
Ask several employees to describe how they handled the call. Did they
empathize with the caller? Were they able to resolve the caller's problem?
Were they satisfied with the results? Did the caller seem satisfied? Would the
employees do anything differently now?
Review the steps for dealing with dissatisfied callers. Offer suggestions based
on calls you've handled, and discuss any specific procedures at your property
for handling such calls.
Activity - Selling Is Service
List several examples of common reservations on a flip chart; for example, a
family with several children staying three nights, a business traveler staying
one night, or a small group staying several nights. You may brainstorm these
examples with the group, or create them in advance.
Divide the employees into pairs. Assign one example from the flip chart to
each pair. Ask one person in each pair to act as the caller and the other
person to act as the employee.

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Have each pair role-play a reservation call. The person playing the employee
should try to upsell the caller, following the tips demonstrated in the video
and your property's procedures.
As a group, discuss how effective the upselling techniques were. Consider
how these techniques could be used to provide better service.
Activity - Property Tour
Conduct a property tour with employees so they can learn more about the
property. Point out features and benefits of such areas as:
• Different types of guestrooms
• Food and beverage outlets
• Pool and fitness facilities
• Meeting rooms
• Public areas
Ask employees to create a reference list of features and benefits to help them
upsell rooms and promote other property features to callers.
Don't stop there! Have employees brainstorm and create a second reference
list including local activities, services, and restaurants that can be suggested
to callers.

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 CONDUCTING A VIDEO TRAINING SESSION

Step One: Prepare

1. Read the companion materials.
2. Preview the video.
3. Customize the companion guide by adding your property’s policies
and procedures.
4. Prepare copies of the companion guide.
Step Two: Present
1. Introduce the video.
2. Show the video.
3. Discuss the video using the Discussion Questions in these companion
materials.
4. Explain differences between the video and your property’s procedures.
Step Three: Practice
Activities can help employees practice skills. Use the Activities in these
materials as well as materials from your own training program.

Step Four: Follow Up

Following up with employees is important to their continued success. Offer
praise when they perform well and suggestions when they need to improve.
Suggest that they watch the video periodically for review.

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