CHAPTER 6

FRONT OFFICE:
TELEPHONE EXCHANGE
LESSON 2
Telephone communication is a
verbal mode of communication
which allows two or more users
to communicate with each
other.

Telephone was the first

device which facilitated
people to talk directly
when they are far away to
be heard directly.
TELEPHONE EXCHANGE

A Telephone Exchange/Desk is a necessity in the hotel to handle

incoming and outgoing calls of a hotel.

Operations of Telephone Exchange and telephone operators depend

on the size of the hotel.

A small hotel may satisfy its need by placing a telephone switchboard

at the reception counter.

A larger hotel will have a dedicated room with telephone switchboards

and telephone operators for handling telephone calls.
TELEPHONE EXCHANGE

This section of the Hotel maintains the communication network of the

hotel which is usually situated near the reception area to coordinate
for providing better guest services.

Telephone exchange maintains the temperature of the room through

air conditioning to keep the equipment of telecommunication in
working condition for smooth operations.

Telephone Exchange works on 24*7 hours basis. Nowadays, the use of

mobile phones has reduced the work of telephone exchange in hotels.
TELEPHONE CALL CHARGING

It has been a practice of most hotels to

charge guests a substantial amount when
using the telephone whether local or
long-distance calls.

This practice of charging telephone calls

is not actually an issue if only guests are
informed ahead of time of the policy
regarding usage of telephone service and
billing practices.
TYPES OF CALLS

1.Local calls – made with the hotel’s non-toll dialing

area.

2. Extended area calls – a connection beyond the local

dialing area that is still handled by the hotel’s local carrier
and billed as long distance.

3. Direct distance dialing – the traditional definition of

a long distance is a connection directly dialed by the
guess that goes outside the hotel’s non-toll area and is
switched from the local carrier to the common carrier.

4. Operator service calls – those that require

intervention by local or long distance operators for billing
purposes.
TYPES OF EQUIPMENT’S
USED IN TELEPHONE
COMMUNICATION IN A
HOTEL:
1. EPABX (Electronic Private Automatic Branch Exchange):
Electronic Private Automatic Branch Exchange may be defined as a
switching system which enables internal & external calls of an
organization. It works as virtual telephone operators & responds to all
the needs of a guest.
The EPABX is based on satellite
connections. EPABX enables call
transferring, forwarding, auto
conferencing, automatic redialling, direct
dialling of internal extensions, call
waiting facility, speed dialling, hold
button, call blocking, caller identification,
charge monitoring facility, wake-up call
facility, Do-not-disturb service, voice
message service, hands free speaker etc
2. Information Board:

Information Board is used in

telephone exchange to keep
important information such as
Room number and name of
the guest, group detail, Events
& functions of the hotel,
Emergency Telephone
Numbers etc.
3. Others:

Walkie-talkies: Hotels use

two-way walkie-talkies
preferably used by security
staff of the hotel to
communicate with each
other in big functions for
better coordination.
Mobile Phones: Mobile phones
which are purchased and
maintained by telephone
communication section in hotel.
Mobile phone can be given to
senior executives, & chauffeurs
for better coordination in
providing better guest services.
FUNCTIONS OF TELEPHONE EXCHANGE:

1. To answer calls regarding inquiries about hotel services, facilities and events.
2. To coordinate emergency situation through telecommunication
3. To protect guest privacy
4. To process guest wake-up calls as per guest request
5. To direct calls through the switchboard as requested by the guest
6. To handle incoming and outgoing calls of the hotel
7. To handle computerized call accounting system.
8. To give wake-up calls as per guest instruction.
9. To monitor call accounting system.
10.To provide guest paging services over the public address system
 TELEPHONE COURTESY
RECEIVING
OUTSIDE CALLS INSIDE CALLS

Greetings Greetings

State the name of the hotel State the name of the department

Say your name Say your name

Offer assistance Offer assistance

 ANSWERING TELEPHONE CALLS

✔ ✖
• Be sure to answer the phone within 3 rings. • Don’t let the phone ring multiple times.
• Greet and say the hotel’s name and your name.
• Don’t answer the phone by saying “Hello”.
• Repeat what you have got from your
conversation to check if you got exactly what • Don’t assume you got the information
the guest really wanted then ask if there's correctly or you got all the information.
anything else you can do.
• Don’t get defensive or hostile when called by an
• Say apologize and then work to solve the
irate guest.
problem by showing empathy, asking to get the
information you need, positioning your response
and checking if the response satisfy the caller.
TELEPHONE
ETIQUETTE
1. Make sure you speak clearly and are smiling as
you answer the phone; also identify yourself.
2. Before placing a caller on hold, ask their
permission first and thank them.
3. It is better to return a call than to keep
someone on hold too long. If the phone rings back
to you, you’ve kept them on hold too long.
4. Do not forget to return the call as promised.
5. Do not permit the phone to ring into the office
more than three times.
6. Always use pleasant, congenial and friendly
tone.
7. Never interrupt the person while he/she is talking to
you.
8. Never engage in an argument with a caller.
9. Do not handle an unhappy caller’s concern openly at
the check in / check out desk.
10. Do not make it a habit of receiving personal calls at
work.
11. Do not answer the phone if you are eating or
chewing gum.
12. Do not give the impression that you are rushed. It
is better to return the call when you can give the
person the time they need to handle the reason for
their call.
13. Learn how to handle several callers
simultaneously with ease and grace.
15. Always get the best number (and an alternate) and the best
time to have a call returned to the caller, especially if a
manager or another team member must return the call.
16. Do not leave a message with someone else or on an
ansafone or voice mail regarding details of a delinquent
account. Instead, leave a message asking the person to call the
“Accounting/Finance Department.
17. Always make collection calls in private and away from the
patient flow or public areas.
18. If possible, provide a telephone for
patients/customers/clients to use. An area providing privacy is
preferred.
19. Do not call a guest’s home, unless they’ve given you
permission to do so.
20. When hanging up the phone, make sure the caller or person
called hangs up first if the phone is slammed on the receiver.
Otherwise, always hang up the phone, gently.
GLOBALLY USED COMMON TELEPHONY SPELLING CODES:
This table indicates the International Spelling Codes for letters of the alphabets which are
used during telephonic or radio communication.
LETTER CODE LETTER CODE
A Alpha N November
B Bravo O Oscar
C Charlie P Papa
D Delta Q Quebec
E Echo R Romeo
F Foxtrot S Sierra
G Golf T Tango
H Hotel U Uniform
I India V Victor
J Juliet W Whiskey
K Kilo X X-ray
L Lima Y Yankee
M Mike Z Zulu