This document provides information on standard operating procedures for telephone operators in a hotel front office. It discusses telephone courtesy, how to connect phone calls to rooms, restaurants, and other departments. It emphasizes the importance of getting names, taking messages, and handling wake up call requests. The document is adapted from the book "Professional front office management" and aims to help recognize standard procedures in hotel front office departments.

1. Front Office Operations
DELIVERING
EXCELLENCE SERVICE
Session 2

2. Standard Operating Procedure :
Telephone Operator

3. These slides have been adapted from:
Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New
Jersey. ISBN:0131700693
Acknowledgement

4. LO 2 : Recognize the Standard Operating
Procedure in Front Office Department.
Learning Objectives

5. FRONT
OFFICE
CREDO
VALUE :
• The relationship between the quality and
price of the product or service.
SERVICE
• Help guests by addressing their wants and
needs with respect and dignity in a timely
manner.
QUALITY
• Consistent delivery of products and services
according to expected standards.

6. FRONT
OFFICE
CREDO
RECOGNIZING BASIC
CONCERNS
Businessperson Family
NEEDS  Clean room, safe
environtment,
respectful and
polite from
employees
 Clean room, safe
environtment,
respectful and
polite from
employees
WANTS High-speed
internet access in the
room
Use of business
center
Swimming pool
Babysitting services
Roll away bed

7. • A = ALPHA
• B = BETA
• C = CHARLIE
• D = DELTA
• E = ECHO
• F = FOXTROT
• G = GOLF
• H = HOTEL
• I = INDIA
• J = JULLIET
• K = KILO
• L = LONDON
• M = MAMA
• N = NOVEMBER
• O = OSCAR
• P = PAPA
• Q = QUEBEC
• R = ROMEO
• S = SIERRA
• T = TANGO
• U= ULTRA
• V = VICTOR
• W = WHISKEY
• X = X-RAY
• Y = YANKEE
• Z = ZULU
INTERNATIONAL
ALPHABET

8. Telephone Courtesy
1. Preparation
• Prior to answer a phone call, make sure that nothing is in the
mouth. Never be in a rush mode and take your breath properly.
• Get ready and take a piece of paper and pen.
• Pick up the phone within three (3) rings and keep the mouth
piece about 5 cm from the mouth, and then greeting.
2. To connect a phone call
O: Good morning, Binus Hotel. This is Melinda’s speaking. How may I
help you?
G: Could you put me through to the Restaurant, please?
O: Please wait a moment, I’ll put you through to the Restaurant.
G: Thank you.

9. 3. To connect the phone call
• O: Good morning, Binus Hotel. This is Melinda’s speaking. How may I help you?
• G: Could you put me through to the Mrs. William’s room 2708, please?
• O: May I know your name Sir?
• G: Yes, my name is Mr. Andre.
• O: One moment Mr. Andre, I’ll put you through to Mrs. William’s room.
• (Operator call the room)
• O : Mrs. William, I am transferring a call for you from Mr. Andre. Would you like to receive
the phone call?
• Mrs. William: Yes, please connect the phone for me.
• O: Is there anything else I can be of any assistance?
• Mrs. William: No, thank you.
• O : Very well Ma’am. I will transfer the phone right away
(Operator transfer the call).

10. • O: Good evening, Binus Hotel. This is Richard’s speaking. How may I help you?
• G: Yes, please connect me to Mr. Bond, room 1708
• O: May I have your name, please
• G: My name is Jonathan
• O: One moment Mr. Jonathan, I’ll put you through to the room.
(Operator calls the room)
• O: I am sorry Mr. Jonathan, apperantly Mr. Bond isn’t at his room at the moment. Would you like to
leave a message for him?
• G: Yes, please tell him, I will meet him at the coffee shop at 7AM.
• O : May I know your phone number?
• G : 0811.4567.1235
• O: Alright, your message for Mr. Bond is that you will meet him at the coffee shop at 7AM. Your phone
number is 0811.4567.1235.
Is that correct?
• G: Yes, that’s correct, thank you.
• O: Is there anything that I can help you with?
• G: No, that’s all. Thank you for your help.
• O: Thank you for calling Binus Hotel Mrs. Jonathan. We will pass the message to Mr. Bond. Have a good
day.
4. To handle a message

11. • Name and organization of the person calling
• Phone number
(including the countrey and area code if different from that of the hotel) and the extension
of the person calling.
• Day and time of the call
(If any differences in time zones).
• Subject of the message
• Specific arrangements about responsibility for subsequent phone calls
(e.g. Will the caller contact the guest again or should the guest contact the caller?)
The Important Things when handling a message:

12. 5. To handle a wake up call request
Timely wake-up calls are so important to guests that at least one hotel chain offers a
guaranteed wake-up call program to ease guest anxiety associated with oversleeping.
The guarantee of Wake-Up calls:
Guests will receive their wake-up call within five minutes of their specified time or their
stayis FREE.
Most FOMs can design an effective manual wake-up call system. Such as simply require
the recording of:
- Guests name
- Room Number
- Preferred wake-up time
Experienced FOM know that maintaining an accurate wake-up log can be as challenging
as it is important.

13. 5. To handle a wake up call request
• O: Good evening, Binus Hotel. This is Ronny’s speaking. How may I help you?
• G: Yes, I need a wake up call for tomorrow morning.
• O: May I have your name and room number, please
• G: My name is Laura Peterson from room 560.
• O: And for what time is your wake up call request Mrs. Peterson?
• G: For 6AM please.
• O: Alright Mrs. Peterson, you request a wake up call for tomorrow at 6AM for
room 560. Is that correct Mrs.Peterson?
• G: Yes, that’s all correct.
• O: Is there anything that I can help you with?
• G: No, that’s all. Thank you for your help.
• O: Thank you for calling Binus Hotel Mrs. Peterson. Have a good rest.
(Operator fills the wake up call sheet).

14. Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New Jersey.
ISBN:0131700693
References

15. Thank You
HAVE A GOOD DAY