Title: Demonstrate professional communication etiquette.
Course: Lodging Management (12159) > Section: Communicating Professionally on the Job

Demonstration should include how to

- answer the telephone
- respond to guests' inquiries
- conclude a telephone conversation
- take telephone messages
- leave and retrieve voice mail messages
- appropriately use mobile devices, social media, and texting for business
- send and receive work-related email.

Process/Skill Questions:

- How should one handle a phone inquiry?
- How should one handle customer complaints over the telephone?
- What are the most important pieces of information to obtain when taking a phone message?
- Why should the use of personal communication devices be limited on the job?
- When is it acceptable to use personal communication devices on the job?
- What is the protocol for conducting professional business through social media?
- How long is it acceptable to leave a person on hold before checking back in with them?
- Why is one's phone presence just as important as one's in-person presence?