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. Proper phone etiquette involves active listening and making customers feel that you’re hearing them. 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. For top-notch service, it is important to gauge what your customers perceive about your hotel. Knowing what to do -- and what not to do -- when answering and speaking on the phone is imperative. These are some basic techniques you should apply while answering any call in hotel or restaurant. It also helps in maintaining the appreciative qualities of your hotel. Handling Telephone Calls 2. That’s why being aware of the basic rules of phone etiquette is so important. Sykes: As etiquette is about rules, there must be a standard that everyone follows. Thus, do not understate the importance of proper telephone etiquette. Put work upfront, learn the rules, get to know what to do and what to avoid. 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. 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. Compelling communication skills are important in a hotel regardless of … ... the hotel will go to work on correcting the situation at once Due to the wide availability of jobs and the positive economic impact it has on local communities, hospitality is an important industry. Collecting their feedback gives perspective in the direction that needs improvement. Broad objective of this article is to learn about Importance of Telephone Etiquette. 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. The telephone also changed how people communicate with each other on a daily basis. Industry . Most hotel managers are already aware of the importance of service in the hospitality industry. Topics about staff training, the importance of it, and the benefits it … In the hotel industry, polished presentation is vital to success. This happens mostly with front desk staffs. Smiling 2. 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. Smile, sound upbeat and keep your communication short. 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. Essential Rules of Phone Etiquette… The theoretical part introduces HRM, Strategic Human Resource Management (SHRM) and staff training. It’s the first point of contact, between for example, the hotel guest and the representative of the hotel. ... Telephone Etiquette –The telephone should be answered as quickly as possible, certainly by the third ring. Simply, this is because nowadays most of the people take the telephone for granted. 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. We all know how important it is to have professional manners and etiquette within the workplace, but what about while speaking on the telephone? 10 telephone etiquette tips you should keep in mind. At the end of the day, this is a lose-lose situation both for the hotel and the guests. Answering calls swiftly and taking messages displays competency, and lets your customers feel cared for. Sometimes, hotel guests hold back on their requests because they don’t want to be perceived as demanding or imposing. People from all walks of life will still be using the telephone for the reason that fastest way to communicate. Telephone Etiquette and Why it’s Important? Good business phone etiquette is vital. 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. Customers will call you on the telephone and the conversation they have with you will shape their perception of your company. Defining Service in the Hotel Industry It’s customer service that makes top-notch hotels stand out from fly-by-nights. 3. 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. The Importance of Business Phone Etiquette. 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. Don't overlook the importance of role playing. Excellent customer service is vitally important in the hospitality industry. Presentation: Telephone Etiquette 1. Effective telephone communication is vital to the success of your business. DOs: Answer the telephone promptly within 3 rings. 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. 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. 11 Basic Skills of Hospitality 1. So why are telephone communication skills required when we talk over a telephone. Social Etiquette . 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 Grooming is exceptionally important in hospitality industry. With a smile on your voice and the right techniques, however, these interactions can be enjoyable and profitable. Taking notes during important calls ensures best phone etiquette. Follow up training, practice, and role playing are important steps to develop and refine your team's telephone 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. Everything about your property will be evaluated through photographs and reviews before a guest even decides to purchase a room. This invention sped and increased global communication, increasing the capacity for real-time interaction at a distance. The telephone is an important invention that expanded and simplified communication. 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. 11. Whether you work in retail, a restaurant, or any other type of service industry, phone calls are still immensely important. 69% of consumers want sales and other customer service representives to “listen to my needs”, a HubSpot survey reveals. 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