Resource Library
3.2 Telephone Operations
Once upon a time the telephone operator was the first contact between a guest and the hotel.
With more and more hotels eliminating this department and the role of the operator being relegated to the receptionists, the role itself remains a vitally important part of the overall guest experience and should therefore be studied and understood well.
General
| Switchboard Answering | |
| Messages, Faxes & Mail | |
| Handling a Bomb Threat | |
| Bomb Threat Card | |
| Guest Service Center | |
Training Material
| Switchboard Quality Checklist | |
| Telephone Training (PPT) | |
| Telephone Training Trainer Notes | |
| Text Notes Telephone Training | |
Miscellaneous
| Hotel Telephone Structure | |