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. The Importance of Business Phone Etiquette. Put work upfront, learn the rules, get to know what to do and what to avoid. We all know how important it is to have professional manners and etiquette within the workplace, but what about while speaking on the telephone? 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. Smiling 2. Due to the wide availability of jobs and the positive economic impact it has on local communities, hospitality is an important industry. The importance of the Sound of Hospitality is vital when it comes to telephone etiquette. You’ll get better and – your calls will get better – finally – the service you provide will get better as well! Don't overlook the importance of role playing. Sykes: As etiquette is about rules, there must be a standard that everyone follows. The guests don’t get what they want and the hotel is perceived in a less positive way. It is the first opportunity an establishment gets to impress and create a lasting great impression. 4. 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. Answering calls swiftly and taking messages displays competency, and lets your customers feel cared for. Always be punctual. 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. 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. Handling Telephone Calls 2. Grooming is exceptionally important in hospitality industry. Good business phone etiquette is vital. 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. Regardless of whom you talk with over the telephone, it's essential that you make a positive impression. Customers will call you on the telephone and the conversation they have with you will shape their perception of your company. The theoretical part introduces HRM, Strategic Human Resource Management (SHRM) and staff training. Excellent customer service is vitally important in the hospitality industry. If you work in an office, run a small business, or simply want to make sure that phone manners are practiced in your home, focus on telephone etiquette. 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. Telephone Etiquette and Why it’s Important? 11. Should hotel-managers champion consistency, or encourage personalities to shine through? Simply, this is because nowadays most of the people take the telephone for granted. If you are a hotelier then you may have to answer telephone calls. 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. It also helps in maintaining the appreciative qualities of your hotel. Industry . 10 telephone etiquette tips you should keep in mind. If you treat your friends and neighbors with respect, you are more likely to remain on their … So, ladies and gentlemen, here we present 9 excellent customer service tips in the hospitality industry. It’s often the initial communication point between you and your customers that forms a first impression, and it can help boost customer loyalty. Greeting 3. People from all walks of life will still be using the telephone for the reason that fastest way to communicate. Social Etiquette . 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. 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. Broad objective of this article is to learn about Importance of Telephone Etiquette. The telephone is an important invention that expanded and simplified communication. Whether you work in retail, a restaurant, or any other type of service industry, phone calls are still immensely important. How you look, dress and present yourself expresses lots about your approach towards guests. 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. Knowing what to do -- and what not to do -- when answering and speaking on the phone is imperative. If we look at the historical background of the hospitality industry, service has always been an integral part of the hospitality ecosystem. The purpose of this thesis is to help every employee in the hotel industry to find out the importance of staff training. The telephone also changed how people communicate with each other on a daily basis. 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. Smile, sound upbeat and keep your communication short. 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. It’s the first point of contact, between for example, the hotel guest and the representative of the hotel. Topics about staff training, the importance of it, and the benefits it … 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. 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. 69% of consumers want sales and other customer service representives to “listen to my needs”, a HubSpot survey reveals. 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. 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. To learn about importance of the Sound of hospitality is vital when it comes to telephone.... 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