I'm afraid Mr Javier is not available right now. He is in a meeting until 3pm. Can I take a message or have him call you back?

1.  In a hotel, communication with the guest
must be clear and great. This is a true
when you speak on the phone, you
represent the hotel voice. The people
can’t see you, they only hear your voice.
In a way, your voice is the hotel’s voice.
The impression you give people is the
impression they have to the hotel. So,
politeness is vitally important. The magic
word of courtesy : thank you, I’m sorry,
please and you’re welcome are even more
important

2.  Here are some rules for using the telephone :
 When answering a call, identify your hotel or
section cleary
 If calling, identify yourself and say why you are
calling
 Use a natural voice. Don’t shout and don’t
whisper
 Give your message cleary
 Listen with full attention to the caller
 Have a pencil and paper ready to take message
 Repeat message and instruction
 Remember the magic words when you have
finished always say “good bye and have a nice
day

3.  Expression
 Mengangkat tlp
 Kori Maharani hotel, good morning, hans
speaking
 Can I help you
 Could I help you
 May I help you
 Menanyakan nomor kamar tamu dan nama
 Could I have your room number pls
 Could have your name please

4.  Setelah diberi jawaban mengenai kamar
 Thank you sir/madam
 Thank you ms black
 Harap ulangi
 I beg your pardon
 Menanyakan ejaan nama
 I’m sorry sir/madam
 Could you spell your name pls
 Would you spell your name pls
 Could you spell that pls
 Would you spell that pls
 How do you spell your name pls
 How do you spell that pls

5.  Names and room number
 HK : Housekeeping, good morning, may I help you
 G : Good morning, could I have some more pillow pls?
 HK : Of course madam, could I have your room please
 G : Yes, this is room number 1137
 HK : I beg your pardon, madam
 G : Room 1137
 HK : Thank you madam, could I have your name pls?
 G : Mrs smith
 Hk : Thank you mrs smith, good bye
 Buatlah percakapan berikut, pukul 3 siang seorang tamu
laki laki mr john blake di kamar 2014 meminta sebuah
tambahan selimut.

6.  G : could I have another towel pls?
 HK : Of course sir, could I have your room number pls?
 G : this is room 4123
 HK : what kind of towel sir? A bath towel or a hand towel?
 G : A bath towel pls
 Hk : and your name pls ?
 G : Andropov
 Hk : thank you mr andropov,. So that’s another bath
towel for mr an

7.  Receptionist : Good afternoon,
Mega Network Services, Nadia
speaking. Can I help you?
 Alice : Good afternoon,
this is Alice. Could you put me
through to the Human
Resources department please?
 Receptionist : Certainly, one
moment please.
 Siti : Hello, this is
Siti. I’m afraid I’m not in at the
moment. Please, leave a
message after the beep.
 Udin : Hello Siti, this is Udin.
It’s about noon and I’m calling
to see if you would like to go
to the Mega Mallon Friday.
Could you call me back? You
can reach me at 111-6577
until four this afternoon. I’ll
talk to you later.Bye

8.  What is taking simple phone
messages?
 Taking simple phone is
something that important
and useful in every language.
At home or at work, we
might need this skill when we
receive a call on the phone
and need to pass a messages
for others.
 Some information you should
know when taking a phone
message are ;
Who called ?
When did the caller call
Who is the message for ?
What is the caller’s phone
number ?
What is the message?

9.  Greeting and Introducing
yourself (Receiver )
 Hello, how can I help you?
 Hello, Ken (name of receiver
speaking?
 Hello, Notina Company
 How can I help you?
 Asking Who is on the
Telephone( Receiver )
 Who is this?
 Can I ask who is calling, please ?
Asking for Someone (Caller)
 Can I have extension 321 ?(
Extension are internal numbers at a
company)
Could I speak to….
Is…. In ?Informal idiom?
Connecting Someone
( Receiver)
I’ll put you through.
( Meaning. Connect)
Can you hold the line?
Can you hold on a moment?
I’ll connect you to…
I’ll put… on the line
I’m sorry, there’s no reply from Mr. Jones
Can you hold the line?
Can you hold on a moment?

10.  How to Reply when someone
is not available (Receiver )
 Sorry, Mr Jacob as not available
at the moment.
 The line is busy. Can you call
back later ?
 Mr Jackson isn’t in. can you
call back after lunch?
 Thank you for waiting. I’m
afraid Mr. Jones is not in at the
moment.
 I’m sorry; Mr. Jones is in a
meeting.
 Can/ Could you call back later
in the day?
 I’m afraid … is not available at
the moment.
 The line is busy… (When the
extension requested is being
used)
 Taking a Message
( Receiver )
 Could (Can, May) I take a message
?
 Could (Can, may) I tell him who is
calling?
 Would you like to leave a message?
 Can I take a message?
 Would you like to leave a message?
 Can I give him/her a message?
 I’ll tell Mr. Jones that you called.
 I’ make sure Mr. Jones rings you as
soon as possible.
 At what number can you be
reached?

11.  Speak slowly and clearly. If the receiver can’t understand your
message, it will be useless and frustrating
 Pause between each thought.
 Spell out whatever isn't obvious (like the name of your company,
which you know but they don't!)
 Repeat your own name and number (or the other contact info they
should use to reach you) twice

13.  What is the name of the company?
 Is Mr Javier availabe in the office?
 When will Mr Javier be back from the
meeting?