ERIC Number: ED281990
Record Type: RIE
Publication Date: 1985
There's a Call for You. Whenever the Phone Rings. The Helping Hand Series.
This booklet is intended to assist employees in the hotel and catering industry in learning to make effective use of the telephone in their jobs. The first two sections review some unpleasant experiences that a person can have when calling another organization or when receiving a business call from someone. The importance of the impression created by employees who are responsible for making and receiving telephone calls is discussed. The next two sections examine the basics of telephone systems and the types of questions that persons in the hotel and catering industry are likely to be asked during telephone calls. A list of golden rules of telephone usage and a checklist of the dos and don'ts of business telephone usage are given. Provided next are guidelines for handling incoming calls, transferring calls, taking and passing on messages, accepting reservations and bookings, and making outgoing calls. A three-page checklist serves as a final summary of the materials presented. (MN)
Publication Type: Guides - Classroom - Learner
Education Level: N/A
Authoring Institution: Hotel and Catering Training Board, Wembley (England).