FO Skills Training Manual Job 1: Effective Listening

Questions and Answers

What is an important aspect of active listening when taking a call?

Interrupting the caller to provide a quick solution

Speaking while the caller is still talking

Asking irrelevant questions

Taking notes if necessary (correct)

It is acceptable to place a caller on hold without seeking their permission.

False

Why is it important to listen attentively to the caller?

To understand the caller's inquiry or request and provide appropriate assistance

When placing a caller on hold, you should _______________________ permission to the guest first.

seek Signup and view all the answers

Match the following phrases with their corresponding actions:

Thanking the guest for calling the hotel = Bid farewell Taking notes if necessary = Details of the call Seeking permission to place on hold = Place on hold Signup and view all the answers

Why should you not use hotel jargons when communicating with a caller?

Because the caller may not understand hotel terminology Signup and view all the answers

You should let the caller hang up the phone first before ending the call.

True Signup and view all the answers

What is the maximum amount of time you should let a caller wait on hold?

45 seconds Signup and view all the answers

What is the benefit of apologizing when handling guest complaints?

To take responsibility and show empathy Signup and view all the answers

It's always best to handle guest complaints on your own without involving a superior.

False Signup and view all the answers

What does the 'C' in C.L.A.P. stand for?

Compose Yourself- BE CALM LISTEN CAREFULLY APOLOGIZE (IF IT IS OUR MISTAKE) ACKNOWLEDGE (IF IT IS NOT) PERSONALLY TAKE RESPONSIBILITY TO PERFORM CORRECTIVE ACTION Signup and view all the answers

When handling guest complaints, it's important to ______________________ carefully.

listen Signup and view all the answers

Match the following steps in C.L.A.P. with their descriptions:

Compose Yourself = Be calm Listen Carefully = Hear the guest's concern Apologize = Take responsibility and show empathy Personally take responsibility = Fix the problem Signup and view all the answers

What should you do if a guest complaint is beyond your capacity to resolve?

Ask for the help of a superior Signup and view all the answers

C.L.A.P. is only useful for handling guest complaints, not for other customer service situations.

False Signup and view all the answers

What is the purpose of the authority matrix?

To delegate authority Signup and view all the answers

What is one of the reasons to prepare the necessary things before answering calls?

To have the necessary tools and resources Signup and view all the answers

A friendly tone of voice is not important when answering phone calls.

False Signup and view all the answers

What determines a guest's or customer's mood when answering a call?

The tone of voice. Signup and view all the answers

According to the preparation steps, what is one of the necessary things to have when answering telephone calls?

Notepad and pen Signup and view all the answers

Match the following items with their purposes in answering telephone calls:

Console/Switchboard/Telephone Unit = Answering calls Computer with PMS = Answering calls Headset = Answering calls Notepad and pen = Taking notes Property telephone directory = Having a complete list of hotel staff Signup and view all the answers

What is one of the reasons to establish a good tone of voice when answering phone calls?

To make a good impression on the guest Signup and view all the answers

Preparing before answering calls is not important.

False Signup and view all the answers

Why is it important to have a friendly tone of voice when answering phone calls?

To make a good impression on the guest and determine their mood. Signup and view all the answers

Study Notes

Telephone Handling

Staff should be attentive when answering calls, listen carefully to the caller's inquiry or requests, and take down notes if necessary.
Key importance of listening attentively to the caller: to understand their needs and provide assistance effectively.
Hotel jargons should not be used when communicating with callers.
Importance of taking notes during the call: to ensure all details are captured and processed correctly.

Placing Calls on Hold

Seek permission from the guest before placing the call on hold.
Importance of seeking permission: to avoid keeping the caller waiting without their knowledge.
Activate the HOLD function in the console and ensure the caller does not wait for more than 45 seconds.
If assistance takes longer than expected, get back to the caller and update them on the status.

Bidding Farewell

Thank the guest for calling the hotel and seek any further assistance they may need.
Importance of letting the caller hang up the phone first: to ensure they have provided all necessary information.
Wait for the caller to hang up the phone in case they have forgotten to provide last-minute information.

Preparation for Answering Calls

Essential items needed to answer calls effectively: console/switchboard/telephone unit, computer with PMS, headset (for operators), notepad and pen, and property telephone directory.
Importance of preparation: to ensure all necessary tools are available to provide efficient service to guests.

Tone of Voice

Use a friendly tone of voice when answering calls to create a positive impression.
Importance of tone of voice: to determine the guest's mood and respond accordingly.

Handling Guest Complaints

Practice C.L.A.P. when handling complaints: Compose Yourself, Listen Carefully, Apologize/Acknowledge, and Personally take responsibility to perform Corrective Action.
Advantages of practicing C.L.A.P.: remains calm, listens carefully, and takes responsibility to resolve the issue.
Importance of asking for the help of a superior if the concern is beyond one's capacity: to ensure the guest's issue is resolved efficiently and effectively.

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Description

This quiz assesses staff's understanding of effective listening skills, including being attentive and understanding the importance of listening in a hospitality setting.

FO Skills Training Manual Job 1: Effective Listening

Questions and Answers

What is an important aspect of active listening when taking a call?

It is acceptable to place a caller on hold without seeking their permission.

Why is it important to listen attentively to the caller?

When placing a caller on hold, you should _______________________ permission to the guest first.

Match the following phrases with their corresponding actions:

Why should you not use hotel jargons when communicating with a caller?

You should let the caller hang up the phone first before ending the call.

What is the maximum amount of time you should let a caller wait on hold?

What is the benefit of apologizing when handling guest complaints?

It's always best to handle guest complaints on your own without involving a superior.

What does the 'C' in C.L.A.P. stand for?

When handling guest complaints, it's important to ______________________ carefully.

Match the following steps in C.L.A.P. with their descriptions:

What should you do if a guest complaint is beyond your capacity to resolve?

C.L.A.P. is only useful for handling guest complaints, not for other customer service situations.

What is the purpose of the authority matrix?

What is one of the reasons to prepare the necessary things before answering calls?

A friendly tone of voice is not important when answering phone calls.

What determines a guest's or customer's mood when answering a call?

According to the preparation steps, what is one of the necessary things to have when answering telephone calls?

Match the following items with their purposes in answering telephone calls:

What is one of the reasons to establish a good tone of voice when answering phone calls?

Preparing before answering calls is not important.

Why is it important to have a friendly tone of voice when answering phone calls?

Study Notes

Telephone Handling

Placing Calls on Hold

Bidding Farewell

Preparation for Answering Calls

Tone of Voice

Handling Guest Complaints

Studying That Suits You

Description

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