Interactive Learning on Professional Telephone Operator Skills

This video tutorial provides an overview of professional roles in hotel frontline services, focusing on the responsibilities of a telephone operator. It covers the skills needed to handle incoming calls, the tools and equipment required, and the etiquette to maintain during calls. The video also outlines standard operating procedures for call management and offers practical examples to reinforce learning.

What is the primary focus of the video tutorial?

• Housekeeping management

• Managing hotel reservations

• Professional telephone operator skills

• Customer service in restaurants

Which department is responsible for handling incoming calls in a hotel?

• Security

• Telephone operator

• Front desk

• Housekeeping

What is the role of a reservation department in a hotel?

• Managing room bookings

• Handling incoming calls

• Providing security

• Organizing events

What is one of the key skills required for handling incoming calls?

• Cooking skills

• Nonverbal communication

• Driving skills

• Financial management

What is the purpose of the telephone switchboard in a hotel?

• To centralize incoming calls

• To manage room service orders

• To handle guest check-ins

• To organize hotel events

Which of the following is NOT a recommended etiquette for telephone operators?

• Maintaining a polite tone

• Eating while on a call

• Listening carefully

• Using appropriate greetings

Which tool is essential for recording information during a call?

• Stationery

• A calculator

• A telephone

• A computer

What should a telephone operator do if the intended recipient of a call is unavailable?

• Ignore the call

• Transfer the call to another department

• Hang up immediately

• Ask the caller to leave a message

What is the first step in the Standard Operating Procedure for handling incoming calls?

• Transfer the call

• End the call

• Use the left hand to pick up the phone

• Identify the caller

How should a telephone operator conclude a call?

• By asking for feedback

• By thanking the caller and allowing them to hang up first

• By transferring the call

• By hanging up first