We all know how important it is to have professional manners and etiquette within the workplace, but what about while speaking on the telephone? For top-notch service, it is important to gauge what your customers perceive about your hotel. Smiling 2. It’s the first point of contact, between for example, the hotel guest and the representative of the hotel. The following are important things that you should bear… Proper phone etiquette involves active listening and making customers feel that you’re hearing them. Telephone etiquettes - An individual needs to follow a set of rules and regulations while interacting with the other person over the phone. Interacting with customers can be a frustrating experience if you don’t know the proper telephone etiquette. This invention sped and increased global communication, increasing the capacity for real-time interaction at a distance. Figure 9.1 A family checks in at a hotel where they’re provided with an engaging customer service experience Customer Service as Part of BC’s Tourism Marketing Plan. Topics about staff training, the importance of it, and the benefits it … Handling Telephone Calls 2. This happens mostly with front desk staffs. At the end of the day, this is a lose-lose situation both for the hotel and the guests. The purpose of this thesis is to help every employee in the hotel industry to find out the importance of staff training. Social Etiquette . It’s also hugely varied; whether you choose to work in hotels, catering, beverages, cruises, events or nightlife, there are hundreds of roles on offer, with many choosing to stay in the sector long term and work their way up the ladder. If your rooms look out of date, your lobby is dirty or your restaurant looks cramped, guests will make an initial judgment about your property that will not be in your favor. Every time you answer the phone, you not only represent your organization, but you may be the first—or only—contact a caller has with your firm. Simply, this is because nowadays most of the people take the telephone for granted. These are some basic techniques you should apply while answering any call in hotel or restaurant. Customers will call you on the telephone and the conversation they have with you will shape their perception of your company. ... Telephone Etiquette –The telephone should be answered as quickly as possible, certainly by the third ring. Smile, sound upbeat and keep your communication short. Etiquette and Manners While Walking IN CORRIDORS •if guests are approaching, get aside and give them first right of way •If near a door, open the door for the guest to pass through. If you want to grow your business, or simply challenge your way of thinking and open up your mind to new concepts within the context of global travel, this book is for you. Many credit Expo 86, and the training that began the previous year under the SuperHost banner, with bringing this important topic to the forefront of BC’s tourism industry. Multitudes of businesses, companies, and departments use telephones in their work every day; however, most of us don’t think of the telephone as a tool, and as a result, accidentally misuse it. The telephone also changed how people communicate with each other on a daily basis. Good business phone etiquette is vital. Telephone Etiquette and Why it’s Important? The Importance of Business Phone Etiquette. ... the hotel will go to work on correcting the situation at once Social etiquette involves how you behave out in the public, with friends and strangers, whether you are at someone's home, at the symphony, or in a restaurant. Greeting 3. Receptionist Etiquette Tips: How to Answer Telephone Calls in a Hotel BY Natalie Ramirez The tourism industry has turned into a free-for-all as sites like Airbnb and HomeAway introduced a new way to book travel accommodations. In the hospitality industry you will come across many different types of customers, and it is important to always provide the same standard of service to all your customers. Follow up training, practice, and role playing are important steps to develop and refine your team's telephone etiquette. Excellent customer service is vitally important in the hospitality industry. Should hotel-managers champion consistency, or encourage personalities to shine through? TIPS & TRICKS FOR TELEPHONE ETIQUETTE The telephone is one of the most important and commonly used tools in business. The guests don’t get what they want and the hotel is perceived in a less positive way. The hotel industry is all about pleasing your customers and making their requirements a priority. These tips to impress hotel guests would help the hotel managers to ensure there guests leave with sweet memories and recommend the hotel to others. Essential Rules of Phone Etiquette… Industry . This is a great tool that allows your staff the opportunity to practice their new techniques in a "safe" environment that allows them to build their confidence and skills prior to hitting the phones with your actual guests. 4. That’s why being aware of the basic rules of phone etiquette is so important. Today we will learn some most effective telephone answering tips. Regardless of whom you talk with over the telephone, it's essential that you make a positive impression. It is the first opportunity an establishment gets to impress and create a lasting great impression. Sykes: As etiquette is about rules, there must be a standard that everyone follows. Broad objective of this article is to learn about Importance of Telephone Etiquette. However, you need to maintain of the proper telephone etiquette since the way you communicate may either help to make or break your personal image and your partnership with others. The telephone is an important invention that expanded and simplified communication. WHICH SIDE • Walk on the left hand side • If accompanying a guest, walk on his/her right hand side and open the door of the guest • Walk erect and maintain the poise Etiquette and Manners While Walking 3. Effective telephone communication is vital to the success of your business. Due to the wide availability of jobs and the positive economic impact it has on local communities, hospitality is an important industry. Whether you work in retail, a restaurant, or any other type of service industry, phone calls are still immensely important. Grooming is exceptionally important in hospitality industry. It underscores the importance of focusing on the details to deliver a superb customer experience — especially crucial in this industry, given the nature of hospitality. Don't overlook the importance of role playing. This is the first impression your customers will have before visiting your practice, so it’s extremely vital to get this part of the customer journey perfected in order to keep your retain loyal customers. Etiquette, name for the codes of rules governing social or diplomatic intercourse.These codes vary from the more or less flexible laws of social usage (differing according to local customs or taboos) to the rigid conventions of court and military circles, and they extend to the legal, medical, and other professions. Thus, do not understate the importance of proper telephone etiquette. People from all walks of life will still be using the telephone for the reason that fastest way to communicate. Sometimes, hotel guests hold back on their requests because they don’t want to be perceived as demanding or imposing. Importance of Telephone Etiquette in Hotels When it comes to Hotel industry regardless to whom the staff is speaking too it is very essential to make a positive impression. So, ladies and gentlemen, here we present 9 excellent customer service tips in the hospitality industry. Always be punctual. If you treat your friends and neighbors with respect, you are more likely to remain on their … 11. Since you are the face of your organisation, no matter what your job role is, grooming makes you and as an extension your organisation presentable. 10 telephone etiquette tips you should keep in mind. Thus, it has almost become a habit of daily life due to which one tends to forget basic etiquette in daily life and its routine. These are often called as telephone etiquettes. That said, I truly believe that while staff need to uphold this consistency, they shouldn't be discouraged from actually going above that standard and really wowing a customer in a way that stays with them. Today's Telephone Etiquette for the Workplace by ASAPorg.com Staff Although new technologies have changed the face of business, the need for proper workplace telephone etiquette has not changed. If you are a hotelier then you may have to answer telephone calls. Collecting their feedback gives perspective in the direction that needs improvement. In this new age of electronic communication, one should not forget that effective verbal and non-verbal communication skills should be emphasized and well-executed in the hospitality industry. Defining Service in the Hotel Industry It’s customer service that makes top-notch hotels stand out from fly-by-nights. DOs: Answer the telephone promptly within 3 rings. Compelling communication skills are important in a hotel regardless of … Most hotel managers are already aware of the importance of service in the hospitality industry. Everything about your property will be evaluated through photographs and reviews before a guest even decides to purchase a room. Answering calls swiftly and taking messages displays competency, and lets your customers feel cared for. It also helps in maintaining the appreciative qualities of your hotel. In the hotel industry, polished presentation is vital to success. It’s often the initial communication point between you and your customers that forms a first impression, and it can help boost customer loyalty. 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. So why are telephone communication skills required when we talk over a telephone. Knowing what to do -- and what not to do -- when answering and speaking on the phone is imperative. 69% of consumers want sales and other customer service representives to “listen to my needs”, a HubSpot survey reveals. Taking notes during important calls ensures best phone etiquette. Put work upfront, learn the rules, get to know what to do and what to avoid. If we look at the historical background of the hospitality industry, service has always been an integral part of the hospitality ecosystem. With a smile on your voice and the right techniques, however, these interactions can be enjoyable and profitable. 11 Basic Skills of Hospitality 1. You’ll get better and – your calls will get better – finally – the service you provide will get better as well! ETIQUETTEThe practices and forms prescribed by socialconvention or by authority. The theoretical part introduces HRM, Strategic Human Resource Management (SHRM) and staff training. Presentation: Telephone Etiquette 1. 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