HANDLING GUEST

Here are words and expressions usually used in formal telephoning (penanganan tamu melalui telepon)

To make a call

Ü  Greetings (Good morning/afternoon/evening).

Ü  May I speak to …, please?

Ü  I’m …(your name) from …(your company’s name)

Ü  I’m calling about …(your purpose)

Ü  Could you put me through to Mr/Mrs…?

Ü  Could I leave a message?

Ü  Could you take my message for Mr/Mrs…?

To receive a call

Ü  Greetings (Good morning/afternoon/evening)+ name of your company.

Ü  Can I help you? May I help you?

Ü  Who’s calling, please? Who’s speaking, please?

Ü  May I have your name, please? Could I have your number?

Ü  Hold on, please.

Ü  Just a moment, please.

Ü  I’m sorry. The line is engaged. Sorry, Sir/Ma’am. The line is busy.

Ü  I’ll put you through to Mr/Mrs…

Ü  Do you want to hold on, or call again later?

Ü  Can I take your message?

Ü  Could you speak up, please? It’s a terrible connection.

There are some particular expressions usually used in handling guests (Penanganan tamu secara langsung)

In an office

Ü  Greetings (Good morning/afternoon/evening).

Ü  What can I do for you, Sir/Ma’am?

Ü  Could I take your name, please?

Ü  Just a moment, please. I’ll see if Mr./Mrs….is free/available?

Ü  Have a seat, please.

Ü  Would you like something to drink?

Ü  I’m sorry, Sir/Ma’am. Mr/Mrs…is not in.

Ü  Would you like to leave a message?

In a hotel

Ü  Welcome to our hotel.

Ü  Hope you enjoy your stay.

Ü  Have a nice rest, Sir/Ma’am.

Ü  Would you like some help with your luggage?

Ü  Here is your key.

Ü  Please, check your bill.

In a restaurant

Ü  Welcome to our restaurant.

Ü  May I take your order, please?

Ü  Are you ready to order, Sir/Ma’am?

Ü  Can I take your coat, Sir/Ma’am?

Ü  Hope you enjoy the food.

In a shop

Ü  Can I help you?

Ü  May I help you?

Ü  Which one fixes you?

Ü  Which one do you like?

CONTOH SOAL:

1.         Caller: I’d like to speak to Mr. Yulianto in Room 306, please

Risa   : Just a moment ………… Sorry, there is no reply

a.    The line is busy

b.    I’ll put you through

c.    Thank you for calling

d.    Mr. Yulianto’s speaking

2.   Mira  : Good morning.…….? 

      Man :I would like to speak to Mr. Radith, please.                     

A.  How can I assist you

B.  Can I put you through

C.  Could you hold the line

D.  Who is speaking, please

3.  Nurul               : Good morning, Bella Wisata tours &travel, …………..?

      Viola                : I am Viola. I would like to speak to Mr. Ronaldo.

A.   can I help you

B.   hold the line please

C.   do you want to leave a message

D.   may I know who is calling, please

4. Receptionist  : Good morning. Mutiara company. May I help you?

     Caller                : Good morning. ……, please ?

     Receptionist  : Hold on , please. I’ll see if he is in.                                                                          

A.      May I know who’s calling.

B.      I’ll put you through to him.

C.      Could you leave a massage.

D.      May I speak to Mr. Wawan?