Task 20 When calling a guest, it is also important to introduce yourself and give the reason for the call. For example: “Good afternoon, Mr. Wilson. This is Grey at the front desk. I’m calling to follow up on the service request you made this morning to repair the room’s air conditioning system. Is it working to your satisfaction now?”With this approach, Mr. Wilson knows who is calling and why the call is being made. Also, it’s less likely that he will consider the call an intrusion, since Grey made it clear that the call is in response to Mr. Wilson’s prior request. Face-to-face communication is just as important. Unlike telephone communication, where words and tone of voice alone determine how the message is received, face-to-face communication also includes body language and eye contact. Guests do not respond well when hotel employees don’t look at them when they are trying to communicate. Guests checking in at the front desk may become irritated when the front desk agents look only at their computer convey a sense of interest, confidence, and honesty. This is done through proper language, a professional demeanor( 举止,行为 ), and anattitude of hospitality. 96. Which of the following is included in the telephone communication?