A Short Explination of: Telephone operation system Job description of the telecommunication department Different telephone exchange system used in hotel Basic telephone etiquette's Skills essential for telephone operations

1. **SWITCH BOARD
OPERATIONS
{TELEPHONE OPERATION}**

2. MADAN ASHRIT MEMORIAL TECHNICAL SCHOOL
Group:-**A**
• Faculty:-**DHM 1YEAR /2ND Semester**
• Front Operations
 Presentation On:-
* Switch Board Operation *

3. **SWITCH BOARD OPERATIONS**

4. PARTICIPATE NAME :-
 Telephone operation system : Mamila magar
 Job description of the telecommunication department : Karki Debindra
 Different telephone exchange system used in hotel : Roshan Shakya
 Basic telephone etiquettes. : Amrit kc
 Skills essential for telephone operations : Karki Sandip

5. **TELEPHONE OPERATING SYSTEM**
 Switch board operators seldom come face with guests
nonetheless these front office personnel play an
important role in representing the hotel to guest .A
friendly and courteous tone of voice is all important for
this position clear and distinct speaking as well attentive
objective listening are skills that operators use to put
callers at ease and obtain accurate .Complete
information.

6.  Switch board operators typically answer incoming calls and directing them to guest rooms
through the switch board (PBX or private branch exchange system or to hotel personnel or
department.
 Switch board operators also process guest wake-up calls other hotels rely on the switch
board operator to provide personal service . Switch board operators monitors the operation of
automated system.

7. Relationship:-
Reports to the front office manager

8. **JOB DESCRIPTION OF
THE
TELECOMMUNICATION
DEPARTMENT**

9. Job Description Of The
Telecommunication Department

10. **POSITION SUMMARY**
 Speaks clearly, distinctly and with a friendly,
courteous tone . Uses listening kills to put callers at ease
and obtains accurate, complete information . Answers
incoming calls and directs them to guest rooms through
the telephone console or to hotel personnel or
departments .

11. **Job Title**:-**Switch Board Operation{Telephone
Operation}**
**Reports To**:-*Front Office Manager*

12. **DUTIES AND RESPONSIBILITIES OF SWITCH
BOARD OPERATION**
 Answers incoming calls .
 Places outgoing calls .
 Directs call to guest rooms , staff, or departments through the switch board .
 Receives guest message and deliver the same to the guest .
 Provide paging services for hotel guest and employees .

13. Provides information about hotel services to guests.
Logs all wake-up call requests and performs wake-up call
services.
Must be polite and courteous while answering the phone.
Knows what action to take when an emergency call is
required.
***

14.  Understand the telephone operator board or POX switch board operations.
 Open and close telephone functionality on the hotel front office software.
***

15. .

16. Private Branch Exchange (PBX):
This system is most used in
small and medium hotel.
This is a manually operated
system which consists of a
single line with few
extensions. PBX is found in
different capacities. The
charge of call made by the
guest should be calculated
manually and the bills
should be prepared
manually by the telephone
operator. All the outgoing
calls are made made with
the help of telephone
operator.

17. Private Automatic Branch Exchange
(PABX):
This system is widely used in
large hotel where there is 100's
of incoming and outgoing calls
everyday. This is automatically
operated system where there
are number of extension lines.
Individual meters are provided
for each extension line. A guest
can directly make an outgoing
call from the room without
going through the telephone
operator. This system is
comparatively expensive to PBX
system.

18. Electronic Private Automatic Branch
Exchange (EPABX):
This system is the
developed form of PABX
where the charge is made
by computerized system.
Wake-up call requested
by the guest are also
computerized by this
system. This system has
reduced the size of PABX
by eliminating the need of
individual meters for each
extension.

19. SKILLS FOR
TELEPHONE
OPERATORS

20. INTRODUCTION
Skills means to have personal or particular knowledge about
the particular field.
Competence is the quality or sate of having sufficient skill,
knowledge, abilities, or qualification, i.e. able or suitable for
a general work.
The ability to perform some task.

21. SKILLS THAT REQUIRED FOR TELEPHONE
OPERATOR
The skills that needed for telephone operator are mention below:
 Speaking
 Active listening
 Reading comprehension
 Writing
 Service orientation
 Judgment and decision making
 Critical thinking
 Coordination
 Active learning and so on……………..

22. SPEAKING
Talking to others to convey(to transport, to take) information
effectively.

23. ACTIVE LISTENING
Giving full attention to what other people are saying, talking
time to understand the points being made, asking questions
as appropriate, and not interrupting at appropriate times.

24. READING COMPREHENSION
Understanding writing sentences and paragraphs in work
related documents.

25. WRITING
Communicating effectively in writing as appropriate for the
needs of the audience(hearing).

26. SERVICE ORIENTATION
Actively looking for ways to help people.

27. JUDGMENT AND DECISION MAKING
Considering the relative costs and benefits of potential
actions to choose the most appropriation one.

28. CO-ORDINATION
Adjusting actions in relation to others actions.

29. KNOWLEDGE OF MULTILANGUAGE
S/he must know more then one language. If not s/he
must know the structure and content of English language
including the meaning and spelling of words.
The rules of compositions and grammar .

30. KNOWLEDGE OF PUBLIC SECTORS
The telephone operator must have the contact of hospitals,
polish station, and many more information about emergency
needed contact.

31. CONCLUSION
 Switch board operators seldom come face with guests nonetheless these front
office personnel play an important role in representing the hotel to guest.
 The main role of switch board operator is to handle the calls of in house and out
house guest as well as of staff.
 Information is also provided by the switch board operating system.
 Speaking, Active listening, Reading comprehension, Writing, Service
orientation, Judgment and decision making, Critical thinking, Coordination,
Active learning and so on.
 Operator, staffs should have certain knowledge about speaking.( The switch
operator should have clear voice which can be easily understand.)

32. REFERENCE
• Wikipidea
• My Majors
• Hotel Management
• BP Chhetri

33. .

34. DHM FIRST YEAR SECOND SEMESTER.