CHAPTER III

FRONT OFFICE COMMUNICATION

Source: Google Image

INTRODUCTION

Healthy communication among staff members and visitors, as well as between staff
members and the management body, creates mutual trust and a sense of unity.
Communication between the front desk and other departments can make or break a guest's
stay at the hotel.

The front desk is a big revenue generator because it is responsible for selling hotel
rooms. As a result, communication both inside and outside the front office department must
be lively and upbeat.

LEARNING OUTCOMES:

At the end of this unit, the students are expected to:

1. Discuss the importance of communication in front office department;

2. Enumerate the do’s and don’ts of hotel and telephone communication; and
3. Perform telephone communication.

Lesson 1: Importance of Front Office Communication

The front office department is in charge of communicating with all other hotel
departments, as well as various parts within the department. Front office employees must
communicate with their peers, colleagues, and subordinates in order to do front office and
back office tasks properly.

The front office staff communicates with one another within the department to
provide the best possible client services, such as reserving accommodations, registering
guests, managing guest accounts, handling guest mail, and offering customized guest
services.
Interdepartmental Communication

From the time a guest inquires about a reservation to the moment the guest departs,
the front office communicates with several departments. Here is how front office needs to
communicate with other departments.

 Communication with Human Resource − The front office collaborates with the HR
department to conduct interviews, shortlist applicants, and pick the most qualified
ones. It also communicates with the Human Resources department on staff training
and induction programs, as well as pay, leaves, dues, and appraisals.
 Communication with Accounts − Because the front office department is in charge
of all guest accounts, the staff must frequently communicate with back-office
accounting colleagues about payment settlements or dues for guests or non-guests,
discount offers, and coupon validation. It also needs to work out the details and
determine the current status of night audits with accounts.

 Communication with Food and Beverage Department − Since the front office is
where guests convey their food and beverage needs during reservations, the front
office must communicate with the food and beverage sections regularly.

 It also keeps track of what guests spend in the hotel's restaurant, bar, and
coffee shops.
 It informs the F&B department of the guest's particular food and beverage
preferences.
 It handles, accepts, and reserves banquet requests, as well as coordinating
with the appropriate departments.

 Communication with Marketing and Sales Department − The front office inputs
about the guests are primarily focused upon by the sales and marketing
departments. The front office department's visitor history is a great resource for
segmenting customers, creating customer-specific packages, and planning and
executing campaigns.

If electronic marquees or message boards are needed for promotions, the

front office staff notifies the marketing and sales department.
 Communication with Housekeeping − The front desk staff must communicate with
the housekeeping department concerning about the following matters:

 The readiness of a vacated accommodation to be sold.

 The security of the accommodation.
 Front desk handles guest’s complaints on amenities
 Guests' request that filthy dishes or linen be removed from the
accommodation.
 In addition, for the amount of lodgings sold, departures, walk-ins,
stay-over guests, and no-shows, the housekeeping department relies
on front office staff. The housekeeping manager can arrange
employee personal leaves and vacations more easily if the
accommodation sales are distributed on time.

 Communication with Banqueting − The front office and banqueting department

needs to interact with each other on the concerns like −

 Expected number of guests to attend the banquet.

 Showing directions of the venue to the unfamiliar banquet guests.
 Posting of daily messages on felt board regarding venue, occasion,
hosts and guests.
 Settling of the city account against the banquet service for the guest.
Lesson 2: Do's and Don'ts of Hotel Communication

Both verbal and nonverbal communication are required for effective communication.
Here are some common communication Do's and Don'ts that the front office personnel
adhere to.

Do’s of Hotel Communication

• Maintain a friendly manner at all times.

• Always walk and stand tall, as this expresses your self-confidence.
• Keep your domain's subject in mind. Make an effort to learn more about your portfolio. This
keeps you out of awkward situations where you are expected to respond to guests.
• Before you begin speaking, understand as much as you can about the topic.
• Use a clear, audible voice.
• Simplify and correct your wording.
• Use terminology that everyone can understand about what has previously been stated.

Don’ts of Hotel Communication

• Avoid jargon and words like "hmm-hmm," "yeah," and similar expressions. Instead, use
terms like "perfect," "exactly," and other similar words.
• Avoid speaking too quickly, slowly, or in a low or high tone of voice.
• Do not speak over the speaker.
• If it is not relevant to the work, do not speak with co-workers during working hours.
• Don't make assumptions when you speak.
• Do not jump to a conclusion unless you are certain.
• Do not run around the work area.
• Don't be a jerk to your subordinates.
• At work, do not appear untidy.

Essential Attributes of Front Office Staffs

Front-desk communication includes not just verbal and written communication, but
also the staff's body language.

Source: Google Image

 Following are some essential attributes the front office staff must have −

 Pleasant, sturdy, and agile personality

 High sense of good conduct and hygiene

 Ability to solve problems and decide quickly

 Salesmanship

 Integrity

 Punctuality

 Knowledge of etiquette and manners

 Command over language

 Confident yet polite nature

 Capacity to tackle situations of emergency

 Integrity and honesty

Switchboard Operators

The switchboard operator who represents the hotel is the key element between
possible customers and the hotel itself. When guests phone the hotel, the call is routed
through the switchboard operator first.

The switchboard operator can handle the influx of calls by using his or her knowledge
of the portfolio, tone of voice, and mastery of the language. When engaging with consumers,
the operator represents the hotel's proficiency in the market. In most cases, the switchboard
operator welcomes visitors and directs their calls to the appropriate department.

When it comes to the area where a switchboard operator should work, there are two
different views. Some experts believe they should be visible, while others advise
designating a distinct, secluded area in the hotel for them. In today's world, a switchboard
operator's job of routing incoming calls to various departments is computerized and
requires less human intervention.

During peak hours, the switchboard employees are instructed not to transmit any
calls to the executive chef or banquet manager. The operator must precisely take the
message and deliver it to the appropriate person on time.

Lesson 3: Standard Telephone Dialogue

When Answering Outside Calls:

Good Morning/Afternoon/Evening. Plaza

Luisa. This is _____ how may I/we help
you?

When Answering Internal Calls:

Caller responds and makes
 Mr./Ms. _______ this is (name of Never leave a caller.
employee) of the (department), how may Inform the caller after 4-5 rings.
we help you?

Connecting

Thank you Ma’am/Sir *one moment Never leave a caller.

please, I’ll connect you now. Inform the caller after 4-5 rings.

Thank you for waiting

I’m sorry Sir/Ma’am nobody answers, would

you like to leave a message, please?

Thank you for calling

If you wish the caller to identify himself, ask politely.

May I know who’s calling please?

Before calling the person being requested by the caller say:

One moment please

In case you get a wrong number call, say:

I’m sorry Ma’am/Sir you dialled the

wrong number. This is Plaza Luisa.

Some ways of saying good-bye

Thank you for your time, I know you’re

busy so I won’t keep you

Nice speaking to you.

Speak to you soon.

That’s fine. Thank you for your time,

Good-bye!
General Office Telephone Etiquette

The following are some general guidelines observed to help personnel develop
telephone professionalism and etiquette.

DON’T DO

Don’t let the phone ring and ring and Always pick up the phone by the third
ring. ring.

Don’t answer the telephone by saying Say, “Good morning”, “Good afternoon.”
“Hello.” Identify your company and your name.

Don’t wait to find out what the client Ask “How may I help you?” with a
wants. Don’t just say. “May I help you?” natural, friendly but modulated voice.

Don’t be too casual or too informally Be cordial and helpful. If the client says
friendly. this is John Doe unless otherwise
directed personnel should address the
client by his or her surname (Mr. Doe).
But personnel should refer to their own
company’s staff by their first or second
name, not Mr. or Ms. unless referring to
the President or other high ranking
executive. John Brown is not in the
office, but she will be calling in, may I
take a message?” use Dr. or Rev. when
appropriate.

Don’t say he or she is on vacation or out Get the client’s name, company,
on business unless instructed to say so telephone number, area code, and
– it is no one’s business. message if the client wishes to leave
one ask, “Would it save you some time
Don’t take a vague message.
if I could tell him or her what you are
calling about when he or she calls in?”
(Based on your company procedures or
arrangements you may ask if someone
else may help the client, etc.)

Don’t assume you got the information Repeat the telephone number, etc. to
correctly or you got all the information. make sure you have the right
information. Ask clients to spell their last
names, if necessary. Make a point to
learn names and affiliations of clients
you should know so that you don’t have
to check spelling or ask for the caller’s
company. Even if you think you have
the caller’s telephone number, check
say, “Mr. X, are you at your Jones
Office?” You may be surprised that
today he is in Lahug. Don’t make
 assumptions. Ask about area codes and
times.

Don’t say “Who are you with?” Be more polite and say, “Mr. X, may I
ask the name of your company?” More
important, as mentioned, become
familiar with names and affiliations of
your clients, so that when you hear the
caller’s name you will know without
asking what to write. Also, you can
make the caller feel important: “Oh Mr.
Dela Cruz of ABC Company.” If the
caller does not give his or her name
say, “May I ask who is calling?”

Don’t sound like a prosecuting attorney. Get the information in a positive, friend
fast way.

Don’t merely take a message if you can If the caller needs something you can
also help a client. handle, be proactive. For example, if
client did not receive a copy of a
document such as a receipt, send one
and advise the salesperson. Of course,
follow your company’s policy regarding
confidential information. Never send
information that would compromise your
organization or that is not absolutely
directly related to the client.

Don’t get defensive or hostile when Say “I apologize (apologize for the
called by an irate client. situation) and then work to solve the
problem by showing empathy, asking a
question to get the information you
need, positioning your response
satisfied the caller. If the situation
seems urgent and the individual caller is
trying to reach is not in, get the call to
the appropriate manager or
salesperson. Be empathetic throughout
but do not make a commitment about
what your company will do or will not
do.

Don’t do what is convenient for you. Be helpful if it means getting up for a

second and looking around for the
person being called. Of course, don’t
leave the telephone unattended.

Don’t let the caller control the call. If you Tactfully ask the caller for the
are taking a message, don’t just take information you need: ask who, what,
what the client gives you. However, when, where. Then summarize.
avoid offending the client or taking too Rephrase your questions to soften
much time. them.

Listen to what the client has to say and

tailor your response accordingly.

Don’t be canned. Recognize an urgent situation. The

client may say it is urgent or show that
by calling back two or three times in a
short time frame. After the second, call
back, take the message to a manager
who can call the client back and try to
help.

Don’t treat everything the same way. When you have to transfer a call, tell the
caller what you are going to do: “Please
hold, Mr. Smith, while I ring Ms.
Wilburn.”

Don’t put clients on hold or transfer calls Confirm that the person you plan to
without explaining what you are doing. transfer the call is available first.

Announce to him or her who the client is

on the other line and give your internal
colleague the information you have
about the caller.

If you trying to find the person, get back

to the caller and keep him or her posted
within 30 seconds.

If the party is not there, take a message

from the caller.

If after trying to find the right party you Be responsible in getting the client to
still cannot help the client, give the client the right party. Make the connection,
the number to call for himself or herself. whenever possible, yourself. Ask the
next party to call the client back.

Don’t leave a client on hold for more If the client is on hold, get back to him
than 30 seconds. or her within 20-30 seconds and give a
status report: “Sorry to keep you on
hold, Tom Smith will be right with you.”

Again, help the client. Call the reason for each question,
showing a benefit whenever possible.
For example, “So that I can look into
this, and have it ready for X, may I ask
…”

Don’t use long or casual language. Use standard English. Say, “yes”,
 Don’t use “yeah”, “OK”, “thanks”, etc. “certainly,” “thank you.”

Overall, don’t be negative or impatient. Overall, maintain an attitude of

Don’t be a message taker. helpfulness. Be courteous, competent,
and show you care. Create a positive,
professional image for your organization
and yourself.

This general office telephone etiquette is a very important training to enable

personnel to communicate with their clients effectively. Proper manners are observed while
using the telephone. These can help develop selling skills to the advantage of the company.

Telephone Codes

Telephone operators use telephone codes to ensure that messages and word
spellings are correctly recorded. Telecommunications firms, the military, shipping lines,
airlines, and hotels, among other sectors of society, have made it a practice to communicate
messages successfully utilizing these telephone codes.

Phonic
Symbol Code Word
(pronunciation)

A Alfa/Alpha AL FAH

B Bravo BRAH VOH

C Charlie CHAR LEE

D Delta DELL TAH

E Echo ECK OH

F Foxtrot FOKS TROT

G Golf GOLF

H Hotel HOH TELL

I India IN DEE AH

J Juliet JEW LEE ETT

K Kilo KEY LOH

L Lima LEE MAH

M Mike MIKE

N November NO VEMBER

O Oscar OSS CAH

P Papa PAH PAH

Q Quebec KEH BECK

 Phonic
Symbol Code Word
(pronunciation)

R Romeo ROW ME OH

S Sierra SEE AIRRAH

T Tango TANG OH

U Uniform YOU NEE FORM

V Victor VIK TAH

W Whiskey WISS KEY

X X-ray ECKS RAY

Y Yankee YANG KEY

Z Zulu ZOO LOO

Numbers

0 to be pronounced as OH with a long O

1 to be pronounced as WUN with a long N

2 to be pronounced as TOO with a strong T and long O

3 to be pronounced as THR-EE with a rolled R and long E

4 to be pronounced as FO-WER with a long O

5 to be pronounced as FIVE with a long I and strong V

6 to be pronounced as SIX with a strong X

7 to be pronounced as SE-VEN with a strong V

8 to be pronounced as ATE with a strong T

9 to be pronounced as NI-YEN with a strong N at the end

10 to be pronounced as TEN with a sharp T and strong N

Communication Systems

Businesses have realized the importance of communication systems in their daily

operations and transactions. While the United States and Canada are the most
technologically advanced countries in the world, the Philippines, like most developing
countries, is not far behind. Telephone companies are now evolving and the privatization of
the telephone service has encouraged competition as the industry becomes more
technologically advanced.
Cellular Telephones For properties which do not have access of the
landline telephone, communication is channelled
through cellular telephones. Cellular telephone is
designed to give the user maximum freedom of
movement while using a telephone. A cellular
telephone uses radio signals to communicate
between the set and an antenna. Practical power
considerations limit the distance between the
telephone and the nearest cellular antenna, and
since cell phones used radio signals, it is very
easy for unauthorized people to access
communications carried out over cellular phones.
Computers A modem converts the digital bits of a computer’s
output to an audio tone, which is then converted
to an electrical signal and passed over telephone
lines to be decoded by a modem attached to a
computer at a receiving end. This type of
communication is used by hotels when receiving
reservations through computers.
Direct Distance Dialing A telephone service that provides the ability to
(DDD) place international calls without the assistance of
an operator. By adding a three-digit area code in
front of the subscriber’s old number and
developing more sophisticated common-control-
switching machines, it becomes possible for
subscribers to complete their own long-distance
calls.
Fax Machine Another special-purpose telephone is a facsimile
machine, or fax machine, which produces a
duplicate of a document at a distant point. Fax
service is common in the business environment
and becoming more widespread in the
residences. This is indicative of a trend in which
the worlds of the telephone, the computer, and
television are gradually melting together, possibly
into one all-purpose instrument.
Intercom Transferring calls from one set to another without
using an outside telephone line.
Private Branch Exchange A switching machine with hundreds of lines, all of
which can be reached by dialling one number.
Radio Some properties located in remote areas still rely
on radio as source of communication. Another
approach to long distance transmission is the use
of radio stations used for long distance calls.
Telephone Switchboard Before automatic exchanges were invented, all
calls were placed through manual exchanges in
which a small light on a switchboard alerted an
operator that a subscriber wanted service. The
operator inserted an insulated electrical cable into
a jack corresponding to the subscriber requesting
service. This allowed the operator and the
subscriber to converse.
ASSESSMENT:
On a separate sheet of paper, answer the following.
1. Making a reservation over the phone.

Desk Clerk Guest

Is this reservation section?

I would like to make a
reservation.

I need a standard single

room on October 5 – 8.
The name of the guest is
Loryn Ann Baker.

My address is 12 San Jose

Street, San Diego,
California.

By the way, my account will

be charged to my credit
card. The number is 675259.

I would also like to have a

special request – I need an
extra towel in my room.

I think that would be all.

Thank you. I look forward
to visiting your hotel.
2. With the specific responses provided, fill in the box with the specific situation.
Specific Situation Specific Responses

1. Thank you for calling

(dept./unit). How may I help
you?

2. This is (give your full name).

How may I help you?

3. I’m sorry sir/ma’am (person’s

name) is not at her desk at the
moment. May I take a message?

I’m sorry sir/ma’am (person’s name)

4.
is still busy with another call. Do you
mind waiting or may we just return
your call?

5. May I tell him/her who’s

calling please?

6. One moment please, (caller’s

name).

7. Sorry sir/ma’am, you’ve got

the wrong number. This is
_______________.

8. Sir/Ma’am let me transfer you to

(dept.). Just ask for (person
concern) and I’m sure he/she can
help you.

9. I’m sorry sir/ma’am do you

mind spelling that for me
please?

10. Thank you, Mr./Mrs. (name

of caller).
 I’m sorry sir/ma’am. I can’t
11.
understand you. Do you mind
repeating that for me ?please?

12. Mr./Mrs. (name of caller). I’m

I’m sorry sir/ma’am that this
sure everything all right now.
happened. (Proceed to
handle).

3. Make a video presentation memorizing the 26 code words of NATO phonetic alphabet
and spell your full name using the phonetic alphabet. Submit your output to your
instructor’s email address.

4. Essay.

 What is communication? How important is it to the hotel?

 Enumerate the Do’s and Don’ts in hotel and telephone communication.