1. GREET -

A warm, friendly, professional greeting including the hotel name, dept name (if appropriate) and the person's name who answered the call. It is suggested that the greeting end with a helpful statement that assures the caller you are willing to help.

2. LISTEN -

One of the most important techniques in telephone etiquette is to actively listen to the caller. Listen for both the content as well as the intent.  Usually the caller tells you both in his/her opening statement. By listening actively to the caller's opening comments, you can then RESPOND with a statement that assures the customer you HEARD.

3. EMPATHIZE -

In other words, think like a guest/walk a mile in your customer's shoes.

4. PROBE-

Although probing isn't a technique that may come naturally to everyone, it is a required skill for anyone servicing customers over the phone. Keep it simple and remember the basic open questions ....Who - What - When - Where - How. I have found the phrase, Tell me more about...... works miracles when trying to discover information.

5. COMMON COURTESIES -

Ask permission to place a caller on hold and get the caller's attention when you return. Most of us can remember all too clearly a time when we were placed on eternal hold and wondered if we had been forgotten. A simple rule to remember: call the guest by name when you return to the line and thank the caller for holding. 

6. AVOID COMPANY JARGON & RULES -

All properties have their own set of rules and terminology. These can sometimes be defined as hot buttons for some guests as most of us do not want to hear quotes about what you can and can not do according to hotel policy or procedure!

7. OFFER SOLUTIONS/ALTERNATIVES -

If you know you can't do what the guest is asking, just tell them what you CAN do. There are usually alternatives that a guest will be willing to accept, if you just take time to offer!

8. TONE -

Since you are not face-to-face, the most important measurements of good communication in this case are voice quality and tone. Keep it positive and enthusiastic. Remember, the image the customer has of the person who is answering your company's phone is the image the guest has of YOUR HOTEL. Is it flat, monotone or upbeat and perky? Is it abrupt, indifferent or polite and empathetic? You want to hire NICE people to answer your phone who will be NICE to your guests.

9. APPRECIATION-

Before the caller hangs up, make sure your guest services agent has expressed sincere gratitude for calling as well as their patronage.

10. GO THE DISTANCE -

Run an extra mile for every guest - every time! Take time to extend yourself in some way to make a positive, lasting impression on the guest. Be your hotel's ambassador and watch your property flourish! Providing exceptional telephone service is nothing more than following "the Golden Rule" that we all learned as a child.