The document provides guidance for telephone operators on how to properly handle incoming calls at a hotel. It outlines the goals of training which include demonstrating polite telephone etiquette, taking accurate messages, handling complaints courteously, and promoting hotel services. The duties of telephone operators are described as answering calls, directing them to rooms or departments, and processing wake-up calls. Operators are advised to speak clearly and listen attentively to make a good impression. Proper call handling procedures and standard phrases for different call situations are also presented.

1. TELEPON OPERATOR
MENJAWAB PANGGILAN TELEPON YANG MASUK
OLEH: LUH ADE SYAH SUGIARNI, S.TR.PAR., M.PAR

2. 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

3. 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.

4. 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

5. 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.

6. TELEPHONE OPERATOR DUTIES AND RESPONSIBILITIES

7. TELEPHONE COURTESY (KESOPANAN DALAM BERTELEPON)

9. TELEPHONE CALL RECEIVED PROCEDURE
 Phone should be answered within 3
rings.
 If you receive an internal call then
you should start with a greeting
then, your department name then,
your name then, asks how you can
assist him.
 For an external call follow this
procedure: Greeting then your
hotel's name then ask how you can
assist him
 Match your speaking rate to the
callers
 Avoid extremes in volume
For Example:
(Call from External Hotel)
Good Morning…..
(Hotel’s Name)
(Department)
… speaking
How may I assist you?
For Example:
(Call from Internal Hotel)
Good Morning…..
(Department)
… speaking
How may I assist you?

10. 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

11. 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?”

12. ACTIVITY
 Group 1: Answering a call from Internal
hotel -> Reservation Agent calls Receptionist
to ask if The Guest (Mr. Bright) 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
says ok.