Communication

Question 0

Verbal communication examples

Answer 0

Use: give instructions
Talking to clients
Taking messages

Question 1

Written communication examples

Answer 1

Use: confirmation if booking
Memos
Taking orders

Question 2

Telephone communication eg

Answer 2

Use: taking messages

Giving responses

Question 3

Fax communication eg.

Answer 3

Use: information
Ordering
Newsletters
Internal memos

Question 4

ICT eg

Answer 4

Use: staff rotas
Bookings
Accounts
Invoices
Room management
Booking events and functions
Orders
Stock control

Question 5

Record keeping why is it useful?

Answer 5

It helps things run smoothly and tells people vital information

Question 6

How to communicate effectively

Answer 6

Be smart
Friendly
Clean 
Good verbal skills
Written skills
Be able to use ICT well
Be clear
Establish reason for call
 Transfer to correct department 
Be professional

Question 7

Telephone communication and it’s uses

Answer 7

Transfer calls
Place callers on hold
Arrange conference calls 
Sell products and services
Page staff
Connect calls 
Make calls

Question 8

Communication equipment

Answer 8

Single and multiple line phones
Email 
Internet
Answering machines
Fax
Pagers
Switch boards
Extensions

Question 9

Basic rules for answering a call

Answer 9

Answer promptly
Pick up with a smile
Be polite
Identify the establishment and yourself 
Ask how you can be of assistance

Question 10

What customers may want on the phone

Answer 10

A booking
Find out about facilities
Make a complaint
Make an enquiry
Arrange an appointment
Request room service
Arrange delivery