Title: Demonstrate communication etiquette.
Course: Hospitality, Recreation, and Tourism II (16999-II) > Section: Fulfilling the Responsibilities of the Rooms Division and Lodging Facilities Operations

Demonstration should include

- answering calls courteously
- providing one’s name and the name of the company
- directing calls to appropriate guests/departments
- using positive and professional verbal, nonverbal, and electronic communication
- protecting privacy
- taking messages
- setting wake-up calls
- using elements of etiquette (e.g., using a pleasant tone, responding quickly and accurately, active listening, enunciating, eye contact, and addressing guests by name).

Process/Skill Questions:

Thinking

- What information is required to take a message for a customer?

Communication

- What constitutes an appropriate salutation?
- What is the procedure to set a wake-up call?
- What is the routing procedure for transferring calls?

Leadership

- What are steps that ensure communication privacy?
- How does management encourage proper telecommunications etiquette?

Management

- What are effective training procedures for telecommunications etiquette?
- How are guest complaints handled?