【Introduction】

In the Front Office, the Business Center offer telephone service. Guests can make a long distance call at the Business Center. Telephone is a common communication tool in every hotel regardless of its size or situation. The duties of the operator include receiving incoming calls and connecting them to the required extensions, providing long distance call and wake-up call service, taking messages for guests, etc. In this lesson, we will study the telephone service in the general switchboard at business center.

【New Lessons】

             5-3   Telephone Service  电话服务

Scene: The operator(O) isreceiving a local call.

O: Good morning. Huatian Hotel. Operator. May I help you?

Caller(C): This is John speaking. I’d like to speak to Mr. Benjamin Drake. However, I don’t know his room number.

O: There are several guests by this name. But I can connect you to his room if you give me more details.

C: He is the leader of the American People-to-people Education Delegation. He checked in yesterday.

O: Thank you. Please hold on and I’ll have a check.(after a while) Sorry to have kept you waiting, but Mr.Drake is not in right now. May I take a message?

C: Oh, don’t bother. Can you tell me his extension number, so that I can call him myself?

O: I’m afraid I can’t. The guest’s extension number is confidential. It’s the hotel’s policy not to give out the guest’s room numbers. Please understand. Would you mind leaving a message?

 C: Sure,please tell him to call me back when he returns. I am John Chambers, and my phone number is 62410490.

O: Well, when Mr. Drake comes back, I’ll tell him to call Mr. John Chambers at 62410490.

C: Exactly. Thank you.

                                             5-4  Dealing with the Telephone Problem                                                      处理电话问题

Scene: Mr. Bellow(B) complains about the telephone problem to the operator(O).

O: Good morning. Operator speaking. May I help you?

B: Good morning. This is Bellow calling from Room 908. I have tried to ring my boss in New  York twice this morning and both times I was cut off.

O: I am sorry to hear that. Did you actually speak to the person in New York, Mr. Bellow?

B: Yes, it was the same both times. We spoke for about twenty seconds and then the connection was broken.

O: I am awfully sorry for that, Mr. Bellow. That certainly should not have happened. May I have this number?

B: Yes, then umber is 001.212.5557878.

O: All right, Mr.Bellow. Let me try the number again and see if the fault is in their equipment or in ours. I will call back as soon as I can.

B: Good.Thank you very much.

O: You are welcome.

【Conclusion】

From this class, I hope you can know the telephone service offered by the Business Center and understand how to offer different kinds of related services to the hotel staying guests.