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TAKING SIMPLE PHONE MESSAGES.ppt
- 1. In ahotel, 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 aresome 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 Mengangkattlp 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 diberijawaban 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 androom 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 istaking 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 andIntroducing 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 toReply 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 slowlyand 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 isthe name of the company? Is Mr Javier availabe in the office? When will Mr Javier be back from the meeting?