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Ultimate Guide on Telephone Call Receiving Procedure

April 23, 2010

Today I will share a detail tutorial on telephone etiquette. I am confident enough that this tutorial will solve your all sorts of queries regarding handling telephone in different situation at the same time you could implement some tips i have shared here. My prime goal is to make you understand how to ensure consistent standard of handling calls to give a good impression to your guest. So, let’s learn the tricks.

Things You Should Learn:

1: You Should Know:

  • Your system first. You should be able to identify what is external & what is internal call.
  • How to transfer a call.
  • Some frequently use telephone code.
  • Country code for outbound calls.
  • How to put your caller in hold.
  • How to use different phrase while talking.
  • How to receive other’s call in your phone, etc.

2: You should always have pen or pencil and small note books to write down message or notes.

3: Answer a telephone call within 3 rings.

4: If you receive an internal call then you should start with a greeting then your department name then your name and then ask how you can assist him. For example: Good Evening, Front Desk, Tanji speaking, how may i help you?

5: For an external call follow this procedure: Greeting then your hotel’s name and then ask how you can assist him. For example: Good Morning, Abc Hotel, How may i help you?

Professional Telephone Etiquette:

A: During Call:

  • People easily become friendly and feel happy if you call him by his name. So, first ensure how should you address him and then call him by his name.
  • While talking for quite a long time shows your caller that you are eagerly listening to him. So sometimes making noises like “hmm”, “yes”, “ok”, “I understand” can make the conversation spontaneous. Otherwise in middle of a long discussing if you keep silent for the whole time your caller may be confused whether you are listing or whether you are still on line or not. So, don’t make your caller confused.
  • Receiving call demands deep attention. If you talking over telephone and at the same time doing other business then you cannot concentrate on anything. So, if you really have to finish another job then it is better to hold the caller or tell him that you will call him after a certain period of time.
  • Make your tone as friendly as possible. Try to smile while talking. The way you talk reflects in your tone.
  • Don’t neglect any call. Take it as a business opportunity for your organization.
  • If you or the caller cannot listen to other then offer him to call back.

B: Other People’s Call:

  • Don’t say you don’t know the person whom the caller is looking for. Tell him that you will call him back after locating him.
  • If you can’t find that person then offer the caller to receive any message on behalf of that person.
  • If you know when the person will be available then suggest the caller to call him.
  • Don’t share any personal contact address as long you are not sure enough about the caller.

Widely Used Phrases:

Now we will learn some most common widely used phrases and expressions used while handling calls:

  1. Sometimes by hearing the tone you may not identify whether your caller is male or female. It is better to ask “How should I address you?” or “May I have your name please?”
  2. If you need to transfer any call then say “Please allow me to transfer your call to Mr. X. Could you please hold down for a minute?” After that if the caller allows you and says Yes or Ok then transfer the call.
  3. If you found the extension is not reachable or dead then say “Thanks for holding. But I am afraid Mr. Y is not available. Would you like to leave a message for him or call back later?”
  4. If you found the extension is busy then say “Thanks for holding. Mr. Y is busy and still on line. Would you like to leave a message for him or call back later?”
  5. While finishing a conversation say “Thank you Mr. X for calling. Have a nice day.”
  6. Some common phrases are: “May I have your name please”, “May I have your contact number please”, “Mr. X please let me repeat the message…..Is that all right?”, “Mr. X could you please hold down for a minute?”

Taking Message:

Always keep pad, pen or pencil to receive any message. When you take any message try to write down these points of information in clear handwriting so that you can understand next time:

  • Date & Time of the message
  • Callers name
  • Reason of Calling
  • Message he left to deliver
  • Name of the Guest, caller calls
  • Guest’s room number
  • Callers telephone number, etc

Good & Bad Practices:

Bad Practice Good Practice
Just start a conversation with only “Hello” or “Department Name” or “Hotel’s Name” Start with greeting and then follow the procedure we discussed at the beginning.
Avoid taking responsibility in the way like “I am not working in HR department”. If you are not the person whom caller need then transfer to the appropriate person.
Requesting to hold down as because you don’t find you pen or pad. You should always keep your Pen, pad or pencil.
Being silent while talking for a long time. Must make some noises like “Hmm”, “Ok”, “Yes”, “I Understand” etc.
Use plain language Use some Magic words like “Certainly”, “You are right”, “I do understand”, “Thank you” etc
Taking wrong or incomplete message Pay deep attention while talking message and then repeat and be sure you have taken proper message.
Don’t take follow up While transferring any call or message be careful to take follow ups.
Give personal information about guest You can’t share guest information or room number to any unknown person. You should only transfer a call or take message on behalf of him

Last Words:

Dear Reader have you enjoyed this tutorial? If yes then please leave a comment. I believe this tutorial will be most helpful for you in order to handle any telephone call.

{ 43 comments… read them below or add one }

1 Majid December 21, 2017 at 1:49 am

Very informative…Thanks


2 Hotelier Tanji January 3, 2018 at 7:56 pm

You are welcome


3 elias March 28, 2017 at 9:47 am

thanks a lot i have learned something new from this lesson


4 Hotelier Tanji March 28, 2017 at 7:29 pm

You are most welcome


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7 faisal October 22, 2013 at 12:42 am



8 Camilla October 17, 2013 at 3:27 am

it is excellent. It does help me to handle incoming call


9 Nalliz October 30, 2012 at 11:57 pm

This is so great,please keep it up and im waiting for some more !!!


10 Rojs September 27, 2012 at 10:05 pm

Thanks A Lot. 😉


11 rini chahal May 19, 2012 at 1:14 pm

very effective


12 Asish Swain April 17, 2012 at 5:07 pm

Thanks for your great time for this great resource.If you make it more precise and add some more English vocabulary, it would be a great article. Thanks a lot…Just keep it up


13 Asish Swain April 17, 2012 at 4:59 pm

It’s really needed for every hotelier to be the professional


14 peter March 28, 2012 at 3:53 am

thank u for the lesson


15 Some guy March 21, 2012 at 9:37 am

I found this offensive very racist


16 Hotelier Tanji March 21, 2012 at 10:14 am

Would you please let us know the reasons behind your such thought? May be we can improve the article.We do appreciate criticism & suggestions from our readers


17 vijay April 10, 2012 at 2:39 pm

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if u allow us to copy then it will be very helpful.


18 Hotelier Tanji April 10, 2012 at 9:49 pm

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19 fred kemboi March 16, 2012 at 11:35 pm

it is the best lesson.thanks for providing this important information.


20 onyinanya February 4, 2012 at 5:19 pm

That was a splend and beautiful lecture.


21 simon February 1, 2012 at 9:54 am

it is very help full me to teach my subordinate


22 English January 11, 2012 at 9:59 pm

Great tips. But may I suggest that if you do a tutorial online in English, Get a better grasp of the language. Some if this was pretty difficult to understand.


23 Amarjeet January 4, 2012 at 10:54 pm

Very very helpful. thankyou you for your team


24 seema October 12, 2011 at 12:21 pm

thanksalot you are very helpfull may i know internal call reciving


25 siva October 11, 2011 at 2:34 pm

this was amazing!The real polite way of having an effective telephonic conversation!
God bless u!
Keep up the good works!


26 Abraham October 7, 2011 at 2:44 pm

Thank you. It is very useful.


27 akashrathore October 6, 2011 at 3:34 pm

hey its very gud way to improve communication skills nd even its helps lots towards our future so thanks team……..


28 ayman October 5, 2011 at 5:30 pm

thank you so much for information ,could you me some information about reception daily reports like statistical report or what the report that the front office manager must do daily for the GM .


29 Vishal June 29, 2011 at 5:39 pm

I am glad i subscribed to this newsletter. Its a great help…


30 sri wahyuni June 4, 2011 at 11:00 am



31 sothot May 18, 2011 at 12:05 pm

I would like to say thank you for your article. and do you have housekeeping & laundy service training course


32 Hotelier Tanji May 18, 2011 at 1:36 pm



33 Rahul April 11, 2011 at 7:46 pm

these phrases are very useful and helpful for hotelier.Read it


34 pia schentelie March 21, 2011 at 10:02 am

Do you have the different tones for telephone handling?:)


35 gail December 15, 2010 at 6:35 pm

its nice and very helpful especially to a student like me. I’m taking up BSHRM right now and this really helped me. I just hope I can print this out for me to have a copy but I guess I can’t,can I? =)


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37 merlyn October 7, 2010 at 8:15 pm

i love your topics here. it helps me a lot. very interesting and helpful. thank u.


38 samson aturu October 5, 2010 at 6:53 pm

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39 Hotelier Tanji October 5, 2010 at 11:54 pm

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40 jinky August 19, 2010 at 12:26 pm

very useful……..thanks………


41 ABIOLA August 12, 2010 at 9:52 pm



42 sateesh June 27, 2010 at 12:07 am

It is very interesting and more helpful for the people who working in Hospitality proffetion.

Thanks a lot.


43 nani November 8, 2010 at 11:32 am

its very good and it will be very use full to maintain good comunication to guest.


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