Internal and external phone calls

Certificate II in Hospitality Studying a school-based traineeship in hospitality introduces you to the foundational elements of customer service: presenting yourself on the telephone.

An establishment will be judged by the promptness with which external phone calls are answered, and by the attitude of the person answering the call.

External calls are those calls from outside the venue, while internal calls come from within the organization such as colleagues in other departments.

Internal calls from staff members in other sections and departments should receive the same prompt attention. Good internal customer service is just as important as good external customer service. If you do not provide internal staff with the information and service they require, this will be reflected in the service offered to all of your customers.

Regardless of whether the call is from an internal or external customer or from prospective customers, suppliers or other business, you have the opportunity on the telephone to make a good impression.

You have a responsibility to ensure that all calls are:

  • Promptly and professionally answered

  • Correctly transferred, placed on hold, or screened

To be able to do this, you must:

  • Know how to use the telephone system correctly

  • Know the various activities taking place in the venue

  • Know all departments, employee roles, and their extensions

  • Be organised, friendly and professional

  • Accurately record messages

  • Have a good telephone manner

  • Have good knowledge of the products and services the venue offers

As you cannot be seen, when using the telephone, the quality of your voice takes on a real importance. Rhythm, speed, volume and pitch all affect the meaning of what you are saying to the listener, and how the listener interprets your message and perceives your attitude.

When people can’t see you, your tone of voice also becomes vitally important.  When you are feeling angry, that negative emotion collects in your voice, escalates and adds to your stress. How you sound is as important as what you say. The way you sound to others can mean the difference to the listener between good and bad communication.

Undertaking a school-based traineeship in hospitality will assist you in presenting yourself to customers and colleagues in a professional manner.