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WorksheetsProfessional Call and Answering Calls Worksheet
Total questions: 49
Worksheet time: 25mins
What should you say first when making a professional call?
Who's this?
Hello, I'm calling from Front Office.
Hey, what's up?
Wait, who are you?
Before making a call for a guest, you should:
Ask permission first.
Dial immediately.
Ignore the guest.
Say nothing.
When calling another department, you should:
Identify yourself and your department.
Speak rudely.
Just say hello.
Hang up.
Before transferring a call, what should you confirm?
Guest's name and extension.
Nothing.
Guest's favorite color.
Caller's birthday.
If your call is not answered, you should:
Leave a message or try again later.
Keep calling endlessly.
Get angry.
Forget it.
A polite way to ask for someone on the phone is:
May I speak to Mr. Brown, please?
Give me Mr. Brown!
Where's Brown?
Put me through!
When calling a guest's room, the first thing you should do is:
Identify the hotel and yourself.
Stay silent.
Ask if they're there.
Hang up.
When ending a call, always:
Thank the caller politely.
Hang up suddenly.
Say nothing.
Wait silently.
The proper tone when making calls is:
Polite and clear.
Angry.
Fast and unclear.
Lazy.
When calling another department, use:
Professional and respectful language.
Slang.
Jokes.
Short words only.
How should you answer the phone at the front desk?
Good morning, Front Office, how may I assist you?
Hello?
What do you want?
Wait!
The phone should ideally be answered within:
1-3 rings
10 rings
8-9 rings
No limit
If the caller is unknown, what should you do?
Ask politely for their name and purpose.
Hang up.
Ignore.
Yell.
If you cannot hear the caller clearly, say:
Could you please speak a little louder, sir/madam?
What?
Forget it.
Never mind.
If the caller requests to speak with the manager, you should:
Transfer the call politely.
Refuse.
Say the manager is busy without checking.
Hang up.
When answering a reservation call, confirm:
Guest name, date, and room type.
Guest's hobby.
Hotel decoration.
Menu list.
If the caller is silent, what should you do?
Say "Hello, may I help you?" after a few seconds.
Hang up.
Shout.
Wait silently.
When the caller is angry, you should:
Stay calm and listen.
Argue.
Shout back.
Hang up.
A phrase showing good listening is:
"I understand, sir."
"Whatever."
"Fine."
Silence.
Before ending a call, always:
Thank the caller.
Hang up first.
Wait quietly.
Ignore.
When taking a message, write:
Caller's name, time, and message.
Only name.
Only time.
Nothing.
Why is it important to take accurate messages?
To ensure correct communication.
To waste time.
Not important.
For fun.
If you don't understand the caller, you should:
Politely ask them to repeat.
Guess.
Ignore.
Pretend to know.
The polite phrase for taking a message is:
"May I take a message for you, sir?"
"Call later!"
"I'm busy."
"Hurry up!"
Messages should be delivered:
Immediately and accurately.
When you have time.
Never.
Tomorrow.
If a message is confidential:
Keep it private.
Tell others.
Post it publicly.
Forget it.
To confirm a message, you should:
Repeat it to the caller.
Say nothing.
Guess.
Write anything.
After writing a message, you should:
Deliver it promptly.
Leave it on the desk.
Throw it away.
Wait hours.
Which tool is used to record messages?
Message pad or logbook.
Calculator.
Receipt book.
Phone bill.
If the guest is not in, you should:
Take a message.
Hang up.
Ignore the caller.
Say "Not here."
"Putting a call on hold" means:
Temporarily pausing the call.
Ending it.
Ignoring it.
Hanging up.
If you transfer a call wrongly, you should:
Apologize and redirect correctly.
Ignore it.
Blame others.
Disconnect.
The polite response to a complaint call is:
I'm sorry to hear that, sir. Let me help.
Not my problem.
You're wrong.
Call later.
Good telephone etiquette includes:
Courtesy, clarity, and professionalism.
Fast careless talk.
Slang.
Silence.
What should you avoid while on the phone?
Eating or drinking.
Speaking clearly.
Taking notes.
Listening.
The best phrase to end a call:
"Thank you for calling. Have a nice day."
"Bye."
"See ya."
"Whatever."
Good listening is shown by:
Saying "I see" or "Yes, sir."
Interrupting.
Talking over.
Ignoring.
If a call is for another department, you should:
Transfer it politely.
Say "Wrong number."
Hang up.
Refuse.
When handling multiple calls, you should:
Prioritize politely and manage time.
Panic.
Disconnect all.
Ignore.
When calling housekeeping, say:
"Front Office here. We have a cleaning request."
"Clean now!"
"Do it later."
"Hey, listen!"
When calling maintenance, mention:
Room number and problem clearly.
Only say "It's broken."
Complain loudly.
Say nothing.
Before transferring a call to a guest's room, you should:
Verify guest's name and room number.
Connect immediately.
Ask personal questions.
Ignore rules.
If a guest is not in their room, you should:
Offer to take a message.
Tell the caller to stop calling.
Hang up.
Say "Don't know."
When speaking with a VIP guest, your tone should be:
Respectful and formal.
Casual.
Loud.
Joking.
Telephone log books are used to:
Record all incoming/outgoing calls.
Decorate the desk.
Play games.
Trash paper.
The correct greeting during a night shift call:
"Good evening, Front Office speaking."
"Yo, what's up?"
"It's late!"
"No one's here."
When the line is bad, you should say:
"I'm sorry, the line isn't clear. Could you repeat that?"
"Speak louder!"
"I can't hear you, bye!"
"Forget it!"
Professional phone manners help to:
Build a positive hotel image.
Waste time.
Annoy guests.
Delay service.
The main goal of handling calls properly is:
To give excellent guest service and clear communication.
To make calls longer.
To confuse guests.
To reduce work.
