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Name : Melanie Firdha

Class : AB 5 B

TELEPHONE COURTESY

Telephone courtesy is a way of communicating through telephone media that is done in a


proper and appropriate manner. (Agus Sambodo & Bagyono, (2005: 55). The ultimate goal of
telephone courtesy is to give a positive impression or image to the company and must be applied
by all hotel staff from all positions. The procedure for telephone or telephone courtesy according
to Sambodo & Bagyono, (2005: 56) is as follows:

1. Answer the phone call as fast as possible (maximum of 3 rings)

2. Keep the distance between the phone and mouth about 5 centimeters so that your voice does not
sound too loud.

3. Say clearly the identity of your hotel, section and or your name.

4. Say hello with full attention and pleasant voice.

5. Get the name of the guest, ask the caller to spell the name because sometimes there are mistakes
in distinguishing the letters d with t, b with p and so forth.

6. Speak clearly and avoid using slank language or technical terms.

7. Use good and correct grammar according to the language used.

8. Pay full attention to the topic of discussion.

9. Smile when talking on the phone because your smile will be felt by the interlocutor even though
he can not see you directly.

10. Never let the caller wait too long.

11. If the caller leaves a message, make sure the message is accurately recorded and delivered to
the intended person.

12. Try to always mention the caller's name if you already know the caller's name.

13. Always remember to say thank you and say goodbye.

14. Give the caller a chance to say goodbye before hanging up.
15. Keep the distance between the phone and mouth about 5 centimeters so that your voice does
not sound too loud.

16. Say clearly your hotel identity, section and or name.

17. Say hello with full attention and pleasant voice.

18. Get a guest name, ask the caller to spell the name because sometimes there are mistakes in
distinguishing the letters d with t, b with p and so forth.

19. Speak clearly and avoid using slank language or technical terms.

20. Use good and correct grammar according to the language used.

21. Pay full attention to the topic of conversation.

22. Smile when talking on the phone because your smile will be felt by the interlocutor even though
he can not see you directly.

23. Never let the caller wait too long.

24. If the caller leaves a message, make sure the message is accurately recorded and delivered to
the intended person.

25. Try to always mention the name of the caller if you already know the name of the caller.

26. Always remember to say thank you and say goodbye.

27. Give the caller a chance to say goodbye before hanging up.

TELEPHONE EFFICIENTLY

Good use of the telephone will make work in an organization will run well too. So that the work
will run effectively and efficiently. Some benefits if the employee uses the telephone properly :

 Increase productivity
 Easy billing system
 Maintaining good customer service
TAKING THE PHONE MASSAGES

In the age of cell phones, telephone etiquette has largely gone by the wayside. Knowing
how to take messages is still useful when you're working in an office or taking calls for someone
else. The following is the procedure of telephone massages :

1. Answer the phone

The person on the other end asks for your immediate supervisor or co-worker who is not
at his/her desk. The first thing you should do is say, "He/she isn't available at the moment. Can I
take a message?" Assuming they say yes continue to the next step. If they say no then please insist
they at least allow you to help them. If they refuse politely, ask the person to at least give you their
name and company name; be sure to jot down their number off call id also let the person know a
good time to try back. Just remember to ask if you can do anything else. They might want to call
back and leave a message on the answering machine. Be sure to let whomever the call was for who
called and when they might try back.

2. Write down everything they say.

You may not think what they say is important but the person you are writing the message
for might think it is. If needed ask them to repeat information.

3. Say Good bye and "You're welcome" if it applies.

4. Don’t forget to give the message to the person as soon as possible or leave it
somewhere they will find it.

Example Phone Massage