Unit 4: Explaining Hotel Services to Guests and Providing Information

Telephone Talk Cards 1A 
What is a professional way to 
answer the phone? 
Is it ever OK to tell a lie to a 
caller? 
How do you end a phone 
conversation? 
When do you need to smile 
when answering the phone —
before picking up the phone 
or when you hear the caller’s 
voice? 
When is it OK to hang up on a 
caller? 
When should you offer help to 
a caller? 
When can you “hear” a smile? 
If you are transferred to voice-
mail, what do you need to 
leave in your message? 
If you don’t know the answer to 
the caller’s question, what 
should you do? 
How long do you get to make a 
good impression on the 
phone? 

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Project Hotel T.E.A.C.H Curriculum 
Center for Immigrant Education and Training 
LaGuardia Community College 
115
Unit 4, Lesson 3: Handout 1 
Telephone Talk Cards 1B 
How can you say, “I have no 
idea what you’re talking about” 
in a more polite way? 
What are some ways to make 
your voice sound more 
professional over the phone? 
If the caller asks for someone 
who has just stepped out to go 
to the restroom, what do you 
say? 
What are your “pet peeves” 
about the phone? 
How long should you let the 
phone ring before you answer 
it? 
What are some ideas to help 
with an angry caller? 
What makes you most angry 
when you call a company?
If you don’t have voice-mail, 
how do you ask to take a 
message? 
If you don’t know the answer to 
the caller’s question, what 
should you do? 
What do you do if you get 
three phone calls at the same 
time? 

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Project Hotel T.E.A.C.H Curriculum 
Center for Immigrant Education and Training 
LaGuardia Community College 
116
Unit 4, Lesson 3: Handout 2