FRONT-OFFICE-Group4.pptx312312312312312312312312312

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1. FACILITATE OUTGOING CALLS

2. 1.1: IDENTIFY THE TYPES OF OUTGOING CALLS THAT MAYBE MADE AND THEIR IMPORTANCE TO THE BUSINESS. TELEPHONE -   it is important in any business and advances in telecommunications has enabled business to radically change the way in which they conduct their business over the phone. All staff are needed to familiariaze with the host telephone system they are using in order to provide a efficient and professional service.

3. TYPES OF OUTGOING CALLS CONTACTING SUPPLIERS CONTACTING EMERGENCY SERVICES –  like Fire,  Unesses  accident, Police, Placing personal or private call MARKETING AND SALES ACTIVITIES CONFIRMATION RESERVATION MAKING RESERVATION  FOLLOW-UP A VARIETY OF SITUATIONS  . RESPONDING TO COMPLAINTS RETURNING CALLS 

4. 1.2: IDENTIFY THE COMPONENTS OF THE TELEPHONE SYSTEM.   MOBILE PHONES – also known as cellular phones. It is also a tool that can make and receive call over the world. Aside from receiving and making a calls, it also allows for text messaging, MMS, email, internet access, short range wireless communication {Bluetooth] business application and even photography.

5. PAGING SYSTEM – a two way radio that is used to maintain contact within a large organization such as large hotels, resort, locatin , or places where staff more around a lot in their work and need to be contacted. SWITCH BOARDS -   a piece of equipment that allows on establishment to manage several telephone lines and multiple extension at once. HANDSET AND HEAD SETS – has become invaluable in the office as it more comfortable than holding a telephone for long periods of time and frees up the person hards to take notes and process data. CALLER IDENTIFICATION – caller ID may be used to track down or limit the impact of telemarketers or prank calls and other annoyances. It can also impede communication by enabling users to become evasive. 

6. DESCRIBE THE FUCTIONS AND FEATURES AVAILABLE IN THE TELEPHONE SYSTEM CALLER ID DISPLAY -  an application transmits the number of the called party's telephone equipment during the ringing or when the call is being set up before the call is answered  CALL RETURN – also known as last call return is a telephony features offered by a telephone service provide to give a called party the time and telephone number of the last receive call and may also offer the facility to place a call back to the calling party. TRANSFER AND TRANFER A CALL – the skill of transferring a call does not only depend upon the understanding of the establishments telephone equipment but also requires courteous and proffesional  manner.

7. PROCEDURE TO TRANFER A CALL        Answer the incoming call according to establishment procedures Find out who the call is for Let the caller know you are going to tranfer then When the phone is answered, dentify yourself, let them know you are transferring call, tell the person what the caller want.  TRANFER RECALL – if you tranfer a call and do not wait for someone to pick up the call at the other end most telephone system will allow for transfer recall. 

8. PLACING CALLS ON HOLD – most telephone system have the ability to play an advertising message or music when a call is placed on hold or before it answer.  MULTIPLE CHAT FACILITIES AND CONFERENCE CALL-  is a telephone call in which the calling party wishes to have more than one called party listening in to the audio portion of the call. Conference call can be designed to allow the called party to participate during the call. SPEED DIAL -  is a function available on many telephone systems allowing the user to place a call by pressing a reduced number of key. AUTOMATIC RE-DIAL – is a service feature that allows the user to dial the previous number called by depressing a single key on a few keys.

9. ENTERPRISE POLICIES AND PROCEDURES  COSTING OF TELEPHONE CALLS – call made by either staff or guest are charged according to the number of units or 'pulses' sound that represents a unit of time and therefore a dollar value and which creates a charge to the call. STANDARD PHRASES -  standard phrases for staff to use when answering the phone call will ensure a  profesional standard is projected and maintained.

10.                    STANDARD PHRASE SHOULD BE: A suitable greeting Identify the establishment Identify yourself Offer of assistanc e TRAINING REQUIREMENTS – it is essential that all new staff are trained in the use of the system. The best way is to have a supervisor acting as mentor for the staff member and they are  rostered into the same shifts for at least the first month. ROLE OF THE TELEPHONE IN THE EMERGENCY MANAGEMENT PLAN (EMP)-  the responsible manager must develop and maintain a formal and identifiable list of contact phone numbers in addition to the standard phone numbers provided below for use during an incident. 

11. 2.2: DIFFERENT BETWEEN FACE TO FACE AND OVER THE PHONE COMMUNICATION In modern society, with the rapid development of technology, people have more choices of the ways to communicate with each other such as face-to- face,letters , emails, or telephones. Each method has its own advantages and disadvantages. FACE TO FACE TELEPHONE COMMUNICATION First of all, communication face-to-face means they can get responses immediately without misunderstanding During face-to-face conversation, people can not only hear responses from others, but also see their expressions and gauge how they are feeling. This might let you know you need to supply more information as the person is confused Face-to-face communication allows people to use eye contact. This helps get an understanding of where the communication is at, offering a greater richness of information. Body language will add to the communication in a face-to-face situation. Experts say that more than seventy percent of people of communication is made up of body language

12. 2.3: USE APPROPRIATE        TELEPHONE       COMMUNICATION           SKILLS Positive attitude and speaking skills Use your voice effectively including tone and volume  APPLY LISTENING AND QUESTIONING SKILLS  Listening skills  Questioning skills   Respond Professionally

13. 2.4: USE APPROPRIATE TELEPHONE TECHNIQUES Well developed telephone techniques will display an impression of professionalism and provide excellent service.   Clarify Caller Requirements   Repeat names, dates, times   Phone Alphabet

14. 2.5:DESCRIBE ACCEPTABLE TELEPHONE ETIQUETTE Telephone etiquette require answering the phone promptly, speaking clearly, using a suitable opening phrase, listening to the guest requests and processing the call in a professional manner. TELEPHONE ETIQUETTE   Answer the call within the second or third ring Always speak clearly and slowly  Avoid extreme volumes.

15. ELEMENT 3: PLACES OUTGOING CALLS ON BEHALF OF THE ENTERPRISE OUTGOING CALL -   when making outgoing calls on behalf of enterprise, unless the client or guest known the numbers they need you will have to consult a directory.       Directories can be:   Internal                                               Client Directories   External Directories   Local Directories   Regional Directories   International Directories

16. 3.2: DETERMINE PURPOSE OF CALL  Returning a call or following up on a previous request or message.   Making a enquiry clarifying information checking on what is available   Seeking Information                                                       3.3: ESTABLISH CONTRACT              Once you have been connected to the number you requested or dialed the person at the other end should also be following acceptable telephone etiquette and answer the phone with an appropriate greeting and give the name of the establishment.        

17. 3.4: FACILITATE CONFERENCE CALLS CONFERENCE CALLS -  teleconfering can be done through an audio conference call using only the telephone or through the web if you need to share files or visual aids.       3.5: IMPLEMENT STANDARD RE-DIAL PROCEDURES AS REQUIRED REDIALING – to dial a number that you have previously dialed, press the 'Redial" button. The screen will display       

18. 3.6: LOG DETAILS OF CALLS Details of outgoing calls that need to be logged are: Record the date and time the call was placed   Record the name of the business/person called Duration of the call Record the guest name and room number                                   3.7: PLACE EMERGENCY  CALLS        The receptionists or telephonist is  likely to be responsible for calling the emergency services. Nature of the Emergency:  Fire Ambulance   Police

19. 3.8: SPEED DIAL FACILITY If you speed dial facility uses codes such as a one-or-two digit numbers to apply the redial function make sure you have a listing of the codes equal to the numbers of all staff to use. ELEMENT 4.1: COST GUEST CALLS FOR POSTING TO ACCOUNT HOTEL PHONE CALLS: Many hotels will change a surcharge for making a call, whether or not the call connected.                    

20. GROUP  4  MEMBERS: ANACESCA DILCO ALYSON CENT CASTRO MA. JESSA ARRIESGADO CRESENTA ENCOMIENDA KAYLE GENN BATISTIS EUGENE YATCO This Photo by Unknown author is licensed under CC BY-SA-NC .