The document provides guidance for hotel staff on taking telephone messages, providing wake up calls, and handling complaints. It discusses including key details like the date, time, caller's name and number, and message when taking a message. For wake up calls, it notes informing the guest of the time, asking if they want a second call, and following up if they don't answer. When handling complaints, it advises addressing the customer by name, giving them your full attention, apologizing even if not at fault, offering solutions, and following up.

1. Telephone Operator
Taking a message, Wake up Call, Handling Compaint, Telephone Spelling Codes

2. Taking a message
Tip: keep a note and a pen when you answer a call
• Date and Time of the Message
• Callers name (If in-house guest calls,
don’t forget to note their Room Number’s)
• Reason of calling
• Message left to deliver
• Caller’s phone number (to call back)
• Etc.

3. Activity:
Receptionist : Good Morning. Monarch Resort, Front Office, (…..) speaking. How may I assist you?
ABC Travel : Good Morning. Could you transfer this call to Ms. Sally, the Director of Sales & Marketing
Department?
Receptionist : Alright, ma’am. May I have your name please?
ABC Travel : My name is Marina from ABC Travel.
Receptionist : Alright Ms. Marina. Please wait for a moment.
------A few moments later--------
Receptionist : I am sorry, Ms. Marina, Ms. Sally is not in the office at the moment. Do you want to leave some
message for her?
ABC Travel : Yes. Please inform her that I would like to visit the hotel on 10th of August at 11 AM for rooms
inspection.
Receptionist : Alright Ms. Marina. I will repeat your message, so you would like to visit the hotel on 10th of
August at 11 PM for rooms inspection. Is that correct, ms?
ABC Travel : Yes. All Correct. Thank you.
Receptionist : Can I have your phone number ms?
ABC Travel : Yes, it’s 081782930897.
Receptionist : I will repeat your number, ms. It’s 081782930897, is that correct?
ABC Travel : Perfect
Receptionist : Thank you for your calling, Ms. Marina. Wish you a good day ahead.
ABC Travel : Have a good one. Bye.
Receptionist : Good Bye

4. Wake up Call
• https://www.youtube.com/watch?v=p4KVZa-agkA

5. Wake up calls:
Wake Up Call Is An In-house Telephone Call To A Sleeping Guest At A Specific Time To Wake Him Up
• Room number
• Name
• Time to wake-up
guest
• Ask the guest
that if he wants
to have a 2nd
wake-up call or
not.

6. • Ensure that guest really wakes up after
your call
• If no reply is done by the guest while
you are calling or guest just hang up
the phone then you should call him
again
• While calling you should start this way,
“Good Morning, Mr. X. This is 6 Am in
the morning which is your wake up
time. Have a nice day.”
• If after 2nd call, guest does not
respond at all then informed the bell
person with Duty Manager to knock
his door and wake him up.

8. Assignment
• Group 1: Do a role play for “Taking Messages from a Telephone call”
Case: In-house guest (Name: Ms. Kylie Jenner, Room Number: #202) calls Front Desk to connect the
phone to her friend (Name: Ms. Khloe Kardashian, Room Number: #205), but Ms. Khloe doesn’t pick up
the phone. Front Desk asks ms. Kylie if she wants to leave a message, and Ms. Kylie says yes. The message
is to inform Ms. Khloe to be in the lobby tomorrow at 5 AM for their trip to Lovina.
• Group 2: Do a role play for “Taking Messages from a Telephone call”
Case: Guest’s family (Mrs. Grande) calls Front desk to connect the phone to her daughter (Name: Ms.
Ariana, Room No: #301) but Ms. Ariana doesn’t pick up the phone. Front Desk asks mrs. Grande if she
wants to leave a message, and she says yes. The message is to inform Ms. Ariana that Mrs. Grande will
pick her on her departure (check out)
• Group 3: Do a role play for “Taking Messages from a Telephone call”
Case: The Ritz Carlton Hotel’s front desk and Resort calls front desk in The Monarch Hotel Resort to
connect to In-house guest (Mr. Justin Bieber, Room Number #101) that he left his guitar at The Ritz
Carlton Hotel’s. Front desk connects the phone but Mr. Justin Bieber doesn’t pick up the phone. The Ritz
Carlton’s front desk leaves the message to ask if Mr. Justin Bieber wants to pick the guitar by himself of
wants t to be delivered to The Monarch Hotel.

9. Assignment
• Group 3: Mr. Miko (Room #305) calls Front Desk to ask for a wake up call
service for tomorrow morning at 3.30 AM because he will go for a mount-
hiking at mount batur. The front desk asks Mr. Miko if he wants second
phone call, and he says yes. The next morning front desk calls Mr. Miko, he
picks up the phone but only says “Hmmm…”. He doesn’t get up. Then Front
desk calls again and Mr. Miko finally wakes up.
• Group 4: Ms. Ranita (Room #107) calls Front Desk to ask for a wake up call
service for tomorrow morning at 5.30 AM because he will have a flight at 7
AM. She also asks for Transportation service to the air port. The price is Rp.
150.000,- and Ms. Ranita will pay it tomorrow when checking out. The
front desk confirm her requests and asks Ms. Ranita if she wants second
phone call, and she says yes. The next morning Ms. Ranita wakes up at the
first call.

10. Handling Complaints
• Address customers by name
• All communication should be in the first person
• Don’t make excuses or blame others in your
organization
• Give the customer your full attention
• Paraphrase their complaint in your own words to
determine whether you have correctly understood the
situation
• If you don’t know the answer to their problem, don’t
lie.
• Call back when you say you will, even if for some
reason, you haven’t been able to obtain a satisfactory
answer by then make the customer part of the
solution not part of the problem

11. • Don’t be defensive
• Be composed at all times
• Don’t take criticisms personally
• Offer an apology even if the disservice is not your fault
• Show empathy by using such phrases as: “I can
understand how you feel”, “I appreciate what you’re
saying.”
• Tell them what you can do…not what you can’t do
• Find out what it will take to turn their dissatisfaction
into satisfaction
• If they agree to that solution, act quickly before they
change their mind
• Follow up
• And remember: You can never win an argument with a
customer

12. Ilustrasi

13. Next: Alphabet