Telephone Operator Definiton
Telephone operator is the person who is responsible for preparing and providing incoming telephone connection services to the intended person, as well as opening telephone lines if there are hotel employees who want to make telephone calls to parties outside the hotel1. Telephone Courstey
1. Pick up the phone before three times ringing, pick up the phone before / maximum of three rings
2. Greeting with a voice that is full of enthusiasm and attention, and clearly state the name of the company, section, and your name
3. Ask the name of the caller and tell the caller to spell the name
4. Speak with clear and precise voice and intonation and use formal language.
6. Concern with people who are invited to the telephone, and smile at the other party
7. Don't let the caller wait, never let the caller wait too long.
8. Always remember to say Thank you for calling, have a pleasant day as Farewell.
1. Pick up the phone before three times ringing, pick up the phone before / maximum of three rings
2. Greeting with a voice that is full of enthusiasm and attention, and clearly state the name of the company, section, and your name
3. Ask the name of the caller and tell the caller to spell the name
4. Speak with clear and precise voice and intonation and use formal language.
6. Concern with people who are invited to the telephone, and smile at the other party
7. Don't let the caller wait, never let the caller wait too long.
8. Always remember to say Thank you for calling, have a pleasant day as Farewell.
2. The Assignment of Responsibilitiest Telephone Operator
The assignment of responsibilitiest telephone operator
The main task of a telephone operator is to receive or connect a telephone, from or for guests at the hotel or outside the hotel. There are several other tasks, namely:
Provide wake up call services
Provide information to guests
Serving local, long distance, and international connections
Receive messages from guests, for guests
Maintain telephone courtesy
Receive and send fax documents from guests and from hotel management
Make telephone billing
Maintain cleanliness of the work area
Make reports on local, long distance, and international telephone connections
The assignment of responsibilitiest telephone operator
The main task of a telephone operator is to receive or connect a telephone, from or for guests at the hotel or outside the hotel. There are several other tasks, namely:
Provide wake up call services
Provide information to guests
Serving local, long distance, and international connections
Receive messages from guests, for guests
Maintain telephone courtesy
Receive and send fax documents from guests and from hotel management
Make telephone billing
Maintain cleanliness of the work area
Make reports on local, long distance, and international telephone connections
3. Telephone Operator Equipment Officer
Physical equipment
1. Switch board
2. Telephone set and head set
3. Computers, Operator Desks, and Chairs
4. Video system set and Audio system set
5. White board and dingding hours
filling cabinet
Non-Physical EquipmentPhysical equipment
1. Switch board
2. Telephone set and head set
3. Computers, Operator Desks, and Chairs
4. Video system set and Audio system set
5. White board and dingding hours
filling cabinet
1. Emergency call line
2. Wake up call system
3. Page system
4. Hotel information system
5. Rooming list
6. Telephone feature
4. Telephone Operator Terms
Collect Call:
a telephone call request for which a telephone bill is billed to the telephone recipient.
Fix time Call:
a telephone call request whose time is determined by the caller with operator approval.
Talk Free Call:
phone calls abroad or in the country through an automated service system that costs are distinguished to the person being called.
Conference call:
a telephone conversation by three or more people using certain equipment.
Credit Card Call: Request for telephone conversations that are paid by credit card holders.
Collect Call:
a telephone call request for which a telephone bill is billed to the telephone recipient.
Fix time Call:
a telephone call request whose time is determined by the caller with operator approval.
Talk Free Call:
phone calls abroad or in the country through an automated service system that costs are distinguished to the person being called.
Conference call:
a telephone conversation by three or more people using certain equipment.
Credit Card Call: Request for telephone conversations that are paid by credit card holders.
5. Conditions for a Telephone Operator
a. Can communicate with foreign languages (English, Italian, Japanese, Mandarin, French, etc.)
b. No interference with the vocal cords
c. Can work together with friends
Meanwhile according to Sugiarto 2004: 75,
the requirements to become a telephone operator are as follows:
Having the ability to operate a computer.
Knowing the working system in a switchboard.
Mastering or memorizing head numbers outside of the hotel and telephone numbers of airlines, travel agents, and others.
Spelling the board correctly so that it makes it easier to convey telephone messages from guests.
Understanding the ins and outs of the telephone both locally, between cities and between countries
6. Standart Greeting.
Sample Telephone Script 1
a. Can communicate with foreign languages (English, Italian, Japanese, Mandarin, French, etc.)
b. No interference with the vocal cords
c. Can work together with friends
d. Polite and friendly
Meanwhile according to Sugiarto 2004: 75,
the requirements to become a telephone operator are as follows:
Having the ability to operate a computer.
Knowing the working system in a switchboard.
Mastering or memorizing head numbers outside of the hotel and telephone numbers of airlines, travel agents, and others.
Spelling the board correctly so that it makes it easier to convey telephone messages from guests.
Understanding the ins and outs of the telephone both locally, between cities and between countries
6. Standart Greeting.
Sample Telephone Script 1
Hotel staff:
"Good Morning - thank you for calling Setupmyhotel (mention your hotel's name), how may I direct your call? "
Guest:
"I need to speak to someone from room reservation"
Hotel Staff:
“Reservations (Reconfirm the department), Connecting your call”
"Good Morning - thank you for calling Setupmyhotel (mention your hotel's name), how may I direct your call? "
Guest:
"I need to speak to someone from room reservation"
Hotel Staff:
“Reservations (Reconfirm the department), Connecting your call”
Sample Telephone Script 2
Hotel Staff:
“ Good Evening – thank you for calling The Coloud9 Hotel & SPA ( mention hotel name) my name is Sandy ( Mention staff attending the call) how may I assist you ?”
Guest:
Guest:
“I need to speak to the Travel Desk”
Hotel Staff:
Hotel Staff:
“Certainly Sir, allow me a movement while I connect your call”
7. Operational Hour Telephone Operator
The operator part's working hours are work hours that are applied in shifts and are divided into 3 shifts.
a. Morning Shift / morning: 07.00-15.00 WIB
b. Afternoon Shift / afternoon: 15.00-23.00 WIB
c. Night Shift / night: 23.00-07.00 WIB
Each Shift is 8 hours Operational. To meet the needs of guests who stay in the hotel, we provide full service 24 hours, whatever time the guest needs an operator, we must be prepared.
The operator part's working hours are work hours that are applied in shifts and are divided into 3 shifts.
a. Morning Shift / morning: 07.00-15.00 WIB
b. Afternoon Shift / afternoon: 15.00-23.00 WIB
c. Night Shift / night: 23.00-07.00 WIB
Each Shift is 8 hours Operational. To meet the needs of guests who stay in the hotel, we provide full service 24 hours, whatever time the guest needs an operator, we must be prepared.
Source:
M. Ilham AM. B3218039
Muqorrobin AA. B3218040
Ryan SP. B3218052
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