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Tourism & Hospitality Front Office Operations and Management

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Tourism & Hospitality Front Office Operations and Management Paper: 07, Front Office Operation and Management Module: 19 Tele communications Principal Investigator Prof. S. P. Bansal Vice chancellor Indira Gandhi University, Meerpur, Rewari, Haryana Dr. Prashant K. Gautam Co-Principal Investigator Director, UIHMT Panjab University, Chandigarh Dr. Ankush Ambardar Paper Coordinator Assistant Professor Department of Tourism & Hotel Management Kurukshetra University, Kurukshetra Mr. Sumit Kumar Content Writer CT Institute of Hotel Management, Shahpur, Jalandhar, Punjab Tel Prof. Manjula Chaudhary Content Reviewer Professor Department of Tourism & Hotel Management Kurukshetra University, Kurukshetra 1 Tourism & Front Office Operations and Management Hospitality Telecommunications Items Description of Module Subject Name Tourism and Hospitality Paper Name Front Office Operations and Management Module Title Telecommunication Module Id Module no-19 Pre- Requisites Knowledge of telephone etiquettes Objectives To study the telephone communication in hotel Keywords EPABX, Telephone Exchange, Telephone Operator QUADRANT-I Module 19 TELECOMMUNICATION 1. Learning Outcome 2. Introduction 3. Types of equipment’s used in Telephone Communication in Hotel 4. Organization Structure of Telephone Exchange/Desk 5. Functions of Telephone Exchange 6. Duties & responsibilities of a telephone operator 7. Qualities of a Telephone Operator 8. Basic Etiquettes & Manners for Telephone Handling 9. Phrases used during Telecommunication in Hotel 10. Situation Handling in Telephone communication 11. Do’s & Don’ts of Telephone Handling 12. Globally used common telephony spelling codes 13. Summary 1. Learning Outcome After completing this module students will be able to: i. Understand the functions of telephone section in hotels ii. Basic etiquettes and manners. iii. Do’s and Don’ts of telephones 2 Tourism & Front Office Operations and Management Hospitality Telecommunications iv. Globally used common telephony spelling codes Source: http://www.hindihistory.com/inventions/telephone/ 2. Introduction: Telephone communication is a verbal mode of communication which allows two or more users to communicate with each other. Telephone was the first device which facilitated people to talk directly when they are far away to be heard directly. Telecommunication is one of the widely used forms of communication for the exchange of information in day to day life & in different sectors such as agriculture, science, culture, public health, personal service, hospitality industry etc. It is a simple & fast method of communication. Telephone Exchange/Desk is a necessity in hotel to handle incoming & outgoing calls of a hotel. Operations of Telephone Exchange & telephone operators depend on the size of the hotel. A small hotel may satisfy its need by placing a telephone switchboard at reception counter. A larger hotel will have a dedicated room with telephone switchboards and telephone operators for handling telephone calls. This section of Hotel maintains the communication network of the hotel which is usually situated near reception area to coordinate for providing better guest services. Telephone exchange maintains 3 Tourism & Front Office Operations and Management Hospitality Telecommunications temperature for the room through air conditioning to keep the equipment of telecommunication in working condition for smooth operations. Telephone Exchange works on 24*7 hours basis. Now days, the use of mobile phones have reduced the work of telephone exchange in hotels. 3. Types of equipment’s used in Telephone Communication in a Hotel: 3.1 EPABX (Electronic Private Automatic Branch Exchange): Electronic Private Automatic Branch Exchange may be defined as a switching system which enables internal & external calls of an organization. It works as virtual telephone operators & responds to all the needs of a guest. The EPABX is based on satellite connections. EPABX enables call transferring, forwarding, auto conferencing, automatic redialling, direct dialling of internal extensions, call waiting facility, speed dialling, hold button, call blocking, caller identification, charge monitoring facility, wake-up call facility, Do-not-disturb service, voice message service, hands free speaker etc. 3.2 Information Board: Information Board is used in telephone exchange to keep important information such as Room number and name of the guest, group detail, Events & functions of the hotel, Emergency Telephone Numbers etc. 3.3 Others: . Walkie-talkies: Hotels use two way walkie-talkies preferably used by security staff of hotel to communicate with each other in big functions for better coordination. Mobile Phones: Mobile phones which are purchased and maintained by telephone communication section in hotel. Mobile phone can be given to senior executives, & chauffeurs for better coordination in providing better guest services. 4. Organization Structure of Telephone Exchange/Desk: General Manager 4 Tourism & Front Office Operations and Management Hospitality Telecommunications Front Office Manager Telecommunication Supervisor Telephone Operators Trainees Source: http://www.techpl.us/benefits-of-voip-for-hospitality-industry/ 4.1 Job Description of Telephone Operator 5 Tourism & Front Office Operations and Management Hospitality Telecommunications Job Title: Telephone Operator Reports To: Telecommunication Supervisor/Front Office Manager Position Summary: Job Summary: To speak clear with a friendly & pleasant tone of voice. Use listening skills and provide prompt telephone services to guests & hotel employees as per hotel standards. Duties & Responsibilities: 1. Maintain telephone exchange & telephone equipment’s 2. Direct calls to guest rooms, staff, departments etc. as per request 3. Answer incoming calls 4. Receive guest messages & deliver to the concerned guest 5. Organise wake-up call service & perform wake-up call services 6. Provide information about hotel services to guests 7. Provide paging service for hotel guests & employees 8. Maintain information about the room numbers and name of VIPs & Groups 9. Use telephone etiquettes during telephone handling 10. Maintain caller privacy at all times 11. Know what action to be taken when an emergency call is required 12. Train new telephone operator in performance of duties 13. Take over shift log book & special instructions for the shift Minimum Educational Qualification: High School with certificate of telephone operation or Graduate or equivalent. Must speak, read & write & understand the language used in workplace & by the guest in hotel. Experience: Six months training or knowledge of centralized telephone system 5. Functions of Telephone Exchange: . To answer calls regarding the enquiries about hotel services, facilities & events. To coordinate emergency situation through telecommunication . To protect guest privacy 6 Tourism & Front Office Operations and Management Hospitality Telecommunications . To process guest wake-up calls as per guest request . To direct calls through the switchboard as requested by the guest . To handle incoming & outgoing calls of the hotel . To handle computerized call accounting system . To give wake-up calls as per guest instruction. To monitor call accounting system. To provide guest paging services over the public address system 6. Duties & responsibilities of a telephone operator: o Log Book: Telephone operator maintains log book during their shift in hotel which keeps important information about happenings, instructions etc. which may include duty roaster, VIP list, wake up calls, new procedures, group detail, charges posting etc. o Complaint Register: Telephone operator maintains complaint register which includes complaints of guests to be resolved which may be of different types related to technical fault, wake-up call, rude behaviour of staff etc. o Wake-Up Calls: Telephone operator also keeps the record of wake up calls on wakeup call sheet with the detail of the guest such as Guest Name, Room No, Time of Wake-Up Call & give wakeup call as per scheduled time. 7 Tourism & Front Office Operations and Management Hospitality Telecommunications Source: http://slideplayer.com/5/1484986/big_thumb.jpg 7. Qualities of a Telephone Operator: Telephone Etiquettes: A telephone operator should know dos and don’ts of telephone handling. He should use telephone etiquettes and manners while handling a telephone call. Good Memory: Telephone operator should have a good memory which will help him/her to remember guest names, hotel extensions & important phone numbers to take quick action & provide personalized services to the guests. Good Communicator: Telephone Exchange works as a first contact of a guest with a hotel. So, it is very important for telephone operator to attend calls of guests with a clear & friendly voice with a pleasant tone of voice. Team Player: He must coordinate & help others departments for better communication. He should communicate with other departments as per guest requirements and requests. It is mandatory to coordinate with other on time for providing services on time. Secrecy: Telephone operator should be aware about the rule & regulations of the hotel about keeping privacy of the guest. It is an offence to disclose the private conversation of the guest. He is also not allowed to listen guest conversation. So, it is mandatory to maintain the secrecy of the guest. Pleasant Tone of Voice: It is very important for Telephone operator to have a pleasant tone of voice as guest can’t see face expressions. It is only voice which creates first impression on
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