Hotel Phone Etiquette

Hotel telephone etiquette requires more than a pleasant greeting and friendly speaking voice. Hotel employees who answer phones promptly and can respond to callers' needs accurately can have a positive impact on business.

Function

Learn how to use your hotel's telephone system. Know how to answer calls on a multi-line system, how to place callers on hold and how to transfer calls without losing them.

Greetings

MMM Training Solutions recommends answering the phone within three rings. Speak slowly and clearly, using a standard greeting, such as "Good afternoon. Thank you for calling Holiday Hotel. My name is Jane Doe. How may I direct your call?" Listen to the caller's needs without interrupting and ask permission before placing her on hold.

Warning

Resist the urge to be rude or abrupt with an irate caller. Allow the caller to voice his complaints, and respond with empathy, according to MMM Training Solutions.

Expert Insight

Poor phone etiquette can mean lost business for your hotel, according to Stark Service Solutions. Callers form an impression of your business based only on your words and tone of voice, since they cannot see your facial expressions or body language, according to UCLA communications researcher Albert Mehrabian.

References

• MMM Trainings Solutions: Telephone Etiquette
• Hotel News Resource: Hospitality Teaser: The Sound of Hospitality - Can Your Guests Hear It?
• The Phone Coach: The Importance of Tone of Voice to Telephone Customer Service

Resources

• PR Hospitality Service: Telephone Manners and Skills