For hotels, the phones will always be necessary—no matter how sophisticated alternative communication systems become. Even with new apps and online booking systems being developed, guests still rely on phone calls for reservations, inquiries, and quick service requests. A well-functioning hotel telephone system is only as good as the people using it, which is why it is important to train staff on proper phone etiquette and system features.
But how do you ensure your team is prepared to use the hospitality phone system well? This article examines the steps to set your staff up for success and why it matters for guest satisfaction and overall operations.
The Basics of Telephone Training
Start with the fundamentals. These are the core skills every staff member needs when using a hospitality phone:
Clear and Polite Communication
Staff should speak clearly, avoid jargon, and always be polite. Simple phrases like “Thank you for calling” or “One moment, please” go a long way in creating a welcoming atmosphere.
Active Listening
Teach staff to focus on what the caller is saying without interrupting. Taking notes during the call can help ensure that no details are missed, especially for specific guest requests or complaints.
Managing Hold Times
If a call needs to be placed on hold, staff should inform the caller and check back frequently. Long or silent holds can frustrate guests. A good script might be, “Would you mind holding while I check that for you? I’ll be back in just a moment.”
Resolving Issues Efficiently
Staff should know how to handle common issues, like reservation errors or billing inquiries, and who to contact for more complex problems. Providing quick solutions reassures guests that their concerns are a priority.
Understanding the Hotel Telephone System
To use a hotel telephone system effectively, staff must understand its features. Many modern systems offer more than basic calling, including options like voicemail, call forwarding and group paging. Training should cover:
Basic Navigation
Walk staff through the system interface, showing them how to make internal and external calls, transfer calls, and access voicemail. Clear instructions and hands-on practice are crucial.
Using Advanced Features
Features like call forwarding, setting up wake-up calls, or managing conference lines can improve efficiency. For example, a front desk agent might forward calls to housekeeping for faster responses or use speed dial for frequently contacted departments.
Troubleshooting Common Issues
Staff should know what to do if the hospitality phone system malfunctions, such as dropped calls or connection errors. A quick reference guide can be helpful for these scenarios.
Role-Playing Scenarios
Role-playing is one of the best ways to train staff. Create scenarios based on real-life situations they might encounter. For instance:
● A guest calls to request extra towels or pillows.
● A caller wants detailed directions to the hotel.
● A guest has a billing question or complaint.
Staff build confidence and learn to adapt to different situations by practicing responses. Please encourage them to think on their feet while maintaining professionalism.
Tailoring Training for Departments
Different hotel departments use the phone for various purposes, so training should be tailored accordingly:
Front Desk Staff
These team members handle most guest interactions. Focus their training on reservation calls, complaint resolution, and answering general inquiries.
Housekeeping and Maintenance
These teams often communicate internally. Teach them to respond promptly to calls and relay information to the front desk.
Food and Beverage Staff
For in-room dining requests or restaurant reservations, emphasize clear communication and taking accurate orders.
Ongoing Support and Refresher Training
Initial training is a great start, but regular refresher courses help staff stay sharp, especially as new features or updates are introduced to the telephone system. Periodic assessments, such as mock calls or customer feedback reviews, can highlight areas for improvement.
Additionally, provide resources like quick guides or cheat sheets near phone stations. These tools can be lifesavers during busy shifts.
Enhancing the Guest Experience
The ultimate goal of training is to improve the guest experience. When staff confidently use the hospitality phone system, calls are handled better, guests feel cared for, and operations run smoothly.
For example, consider the difference it makes when a guest calls late at night with a question about their reservation. A trained staff member can quickly access the necessary information and provide a reassuring answer. It’s a small moment, but it leaves a lasting impression.
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