best hotel management colleges in Kolkata

Why Telephone Etiquette Matters in The Hotel Industry

As technology evolves, many people would assume that the importance of telephone etiquette would decline. But the truth is quite the opposite. The hotel management industry is becoming larger than ever in recent days. It also means that even one guest complaint can create a lot of bad press, and that's the last thing you want in today's competitive business environment. That's why it's crucial to implement strong telephone etiquette policies and train yourself to learn them properly. Indian Institute of Hotel Management is one of the best hotel management colleges in Kolkata where you can gather all kinds of theoretical and practical learning altogether.


When you work in the hotel industry, your clients rely on you to make them feel safe and comfortable during their stay at your hotel. In order to do this effectively, you need to learn the right telephone etiquette when speaking with your guests, especially if they contact you by phone rather than in person. Clear communication between hotel staff and guests is essential for running a smooth operation. When guests call the front desk, they are usually trying to get help with something. Whether it's finding the nearest coffee shop or asking where to find extra towels for their use. But because of poor communication skills, it turns into misunderstandings and loss of business opportunities, lower guest ratings on review sites, and poor word-of-mouth recommendations.


Poor telephone etiquette can harm your hotel's reputation if you are not careful while attending calls. Dealing with hundreds and thousands of people over several hours, days, or weeks means hotel staffs need to be great at customer service. When calling a hotel, waiting on hold can feel like an eternity. It makes people lose their cool and snap at customer service reputations. The guest might get frustrated with the long wait. You should always stay calm, speak clearly, and let them know how much you value their help. You could even end up getting an upgrade or other perks down the line if your tone is polite enough.


Make sure that you are doing most of the listening when you talk with customers or associates. You'll be able to hone your ability of communication and management skills with the hotel management courses of the Indian Institute of Hotel Management, Kolkata. While attending to the guest over phone calls, it is also necessary to be a good listener. A great conversation can only be made if you are a great listener and a great communicator. Yes, you should be friendly and efficient, but it is also important to remember that you are spending someone else's time and resources.


Proper telephone etiquette builds loyalty and customer satisfaction. If you approach each interaction with a smile on your face, guests will likely feel comfortable with your service.

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Front Desk Operation is just not only about answering queries and booking reservations for the guests. You have to groom yourself a lot if you are going to appear for the front desk job. Yes! Excellent communication skill is the most important criteria for this job. But there are other mannerisms you need to polish up. Here are the top 5 essential tips for Front Desk grooming-


1) Body Language:

Body language is important for non-verbal communication. Eye contact, body postures, hand movement, even the movement of your eyebrows each gesture speak a lot about your personality. You should always put a smile on your face and be open to communication with your guests.


2) Speech Modulation:

Proper pitch control and tonal quality of your voice are essential. Your voice should be properly audible. Always deliver your message in a polite way and with easy language. The tone of the voice should be professional as well as sweet. If you know the native language of the customer, try to communicate with them through the particular language.


3) Hygiene:

Personal hygiene should be highly maintained. Your hair should be clean and neatly brushed. Always present yourself with a cleaned uniform. Do not forget to attach your name badge to your uniform. Wear polished shoes regularly.


4) Study about the Currencies:

You should collect data about the currencies of various countries in the world. If you have to accept foreign currencies then you should have an idea about the foreign currency exchange procedure related to your workplace.


5) Know about Workplace:

If there is any history related to your workplace, learn it. Turn the pages of the history that helped your workplace to grow. You would not know if the guests are interested to know about the stories behind the success of your workplace.


If you want to build your career in the hotel management industries then Indian Institute of hotel Management is the right choice for you. Indian Institute of Hotel Management  started its journey in 2004. With highly qualified and experienced faculty, this institute helps you reach the height of success in your future. This is one of the best hotel management colleges in Kolkata. Indian Institute of Hotel Management offers the best hotel management course in Kolkata that will help you to be enriched with knowledge and experiences.


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