Active Listening
Learn to listen to words, tone and body language, and use the four steps Listen, Ask, Confirm, Act to get every guest request right.
Communication Skills
Telephone Service Standards
Answer within three rings, greet clearly, speak with a warm voice, listen and confirm, hold and transfer politely, take accurate messages and close professionally.
Overview
On the phone, the guest cannot see your smile, but they can hear it. This course, built from the Dyafa Hotels & Resorts training deck, shows every colleague who answers a hotel telephone how to make each call feel as warm and professional as a face-to-face welcome.
You will learn why telephone courtesy matters, the standard for answering and greeting, how to use your voice clearly, how to listen and confirm details, how to hold and transfer calls with permission, how to take a complete message and how to close a call so the caller feels cared for.
Source training material
Dyafa Hotels & Resorts
What you will be able to do
- Explain why the voice carries the welcome on every call
- Answer within three rings using the standard greeting
- Speak clearly, calmly and courteously while avoiding common voice mistakes
- Listen, confirm details and ask permission before holding or transferring
- Take complete messages and close every call professionally
Requirements
No prior training is needed; the course suits any colleague who answers or makes calls with guests.
Curriculum
Your Voice Is the Welcome
2 lessons · 11 min
- video Why Telephone Courtesy Matters Preview 5 min
- text Answering the Call and Using Your Voice 6 min
Listen, Confirm, Hold and Transfer
1 lessons · 6 min
- text Let the Caller Know You Are Still Listening 6 min
Messages and Closing the Call
1 lessons · 6 min
- text Accurate Messages, a Kind Close and What the Caller Expects 6 min
Frequently asked questions
How quickly should I answer the phone?
Within three rings at most, unless hotel policy states otherwise.
What should the greeting include?
A greeting such as Assalamu alaikum, good morning or good evening, the hotel or department name, your name and an immediate offer of help, in a warm and confident tone.
Can I put a caller on hold without asking?
No. Explain the reason, ask permission before pressing Hold, give the expected time if possible, return if the wait is long and thank the caller when you come back.
Related courses
Adapting Communication Style
Learn to observe each guest, adapt language, pace, volume, tone and detail, and keep the message accurate and respectful.
Communicating Across Language Barriers
Learn to serve guests who do not share your language: stay patient, simplify, point and show, use approved translation and always confirm understanding.
This course inside a full programme
Most teams take this as part of a department programme that ends in one verifiable certificate.