April 3, 2023 • 6 mins
Welcome to INNsider Tips.
In today’s INNsider Tips, I will talk about Policy for Using Hotel Telephone.
This may sound like a strange concept to some, but there are still properties that use phones.
Why?
Continue watching, reading or listening, and I'll and I'll explain …
https://keystonehpd.com/policy-for-using-hotel-telephone-innsider-tips-049
Sign up for INNsider Tips
https://keystonehpd.com/innsider-tips
Did you get your copy of the “How to Improve Your Hospitality Properties Success” ebook?
https://keystonehpd.com//how-to-improve-your-hospitality-propertys-success
To find your best group option visit
https://keystonehospitalitydevelopment.com/private-groups
That’s today's INNsider Tips.
Until next time, have a fun day.
In today’s INNsider Tips, I will talk about Policy for Using Hotel Telephone.
This may sound like a strange concept to some, but there are still properties that use phones.
Why?
Continue watching, reading or listening, and I'll and I'll explain …
https://keystonehpd.com/policy-for-using-hotel-telephone-innsider-tips-049
Sign up for INNsider Tips
https://keystonehpd.com/innsider-tips
Did you get your copy of the “How to Improve Your Hospitality Properties Success” ebook?
https://keystonehpd.com//how-to-improve-your-hospitality-propertys-success
To find your best group option visit
https://keystonehospitalitydevelopment.com/private-groups
That’s today's INNsider Tips.
Until next time, have a fun day.
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:11):
Welcome to Insider Tips. In today'sInsider Tip, I will talk about guidelines
for answering your hospitality property's phone.How do I open a hotel resort in
bed and breakfast or vacation rental?Or how do I grow my hotel resort
in bed and breakfast or vacation rentalbusiness? Or what changes do I have
(00:37):
to make at my property post COVIDnineteen. If you have ever asked yourself
any of these questions, I'll behappy to answer. But before I do,
let me ask you a couple ofquestions. Does the idea of being
your own boss in the hospitality propertyindustry sound appealing? Is the thought of
sharing your corner of the world withguests intriguing? Have you ever thought of
(01:00):
opening or growing a hotel resort inbed and breakfast or vacation rental but are
not sure where to start? Areyou worried about whether guests will return and
keep returning to your property after COVID? If you've answered yes to any of
these questions, this course is foryou. This course is designed to get
(01:22):
you started and grow your business asa hospitality property owner or manager with more
than just quick fixed tactics but insteadhelp you develop successful long term operation methods.
I will cover Series one Hospitality PropertyOrganizational Structure, Series number two Steps
to hiring exceptional hospitality property staff,Series three, Marketing Strategy for hospitality Properties.
(01:51):
Series four Guest expectations in the hospitalityproperty industry. Do you want to
take your hospitality property to the nextlevel? Don't hesitate sign up now.
This may sound like a strange concept, but there are still some properties that
use phones. Why when people callyou to get information or are looking for
(02:17):
a reservation, they want to talkto a live human being, not a
robot. If you are operating asmall, independent property and are not always
at the desk, it's a goodidea to get a call waiting service or
have extra staff to make sure thereis a human answering your business phone.
(02:38):
The next step is to make surewhoever is answering your phone is using the
appropriate business skills. For many guests, your phone will be their first point
of contact and the first impression ofyour business. Here's how to answer a
phone properly and win business. A. Answer all calls for the third ring.
(03:01):
B. When you answer the phone, smile, be warm and enthusiastic.
See when answering the phone, welcomethe callers courteously and identify yourself and
your property. Say, for instance, good morning, Twin Oaks in Jerry
speaking, how can I help you? No one should ever have to ask
(03:24):
did I reach the twin Oaks ind Enunciate and speak slowly and clearly,
and keep your voice moderate so listenerscan understand you easily. E don't use
buzzwords or slang, or use fillerswhen you speak, for example, are
(03:49):
or like or you know. Quiteoften we do this without knowing it,
so if you're not sure, recordyour voice. Listen for filler words and
train yourself to hear them you're speaking. F Be positive when answering the phone,
even on a down day. Forexample, rather than saying I don't
(04:10):
know, say let me find outabout that for you. G Take messages
completely and accurately, using full sentences. If there's something you don't understand or
can't spell, ask the color torepeat it or spell it for you.
H Return messages within one day atthe latest. I can't emphasize this one
(04:32):
enough. I always ask the callerif it's all right to put them on
hold if you have to. Whenanswering the phone, and don't leave people
on hold. Provide colors with aprogress to report every thirty to forty five
seconds, and offer them choices ifpossible, such as this line is still
busy, would you like to continueto hold? Or should I have so
(04:54):
and so call you back? Anddon't leave your calors listening to dead air.
Set up a system where you havesome soft music playing and maybe some
of your own property's promotions thrown inj don't use a speakerphone unless absolutely necessary.
K. If you do have tohave an answering machine to answer calls,
(05:17):
make sure you have a professionally recordedmessage L train everyone who's going to
be answering your phone to answer thesame way. Well that's it for today's
insider tips. If you haven't doneso yet, subscribe and you want to
know what everybody else is doing inthe industry, join one of our groups
(05:41):
that best serves your needs. Youcan subscribe at Keystone HPD dot com slash
Insider hyphen Tips, and to findyour best group option, visit Keystone HPD
dot com slash Private Hyphened Groups.Well that's it for today's tip. Until
(06:03):
next time, have a fun day,
Welcome to Insider Tips. In today'sInsider Tip, I will talk about guidelines
for answering your hospitality property's phone.How do I open a hotel resort in
bed and breakfast or vacation rental?Or how do I grow my hotel resort
in bed and breakfast or vacation rentalbusiness? Or what changes do I have
(00:37):
to make at my property post COVIDnineteen. If you have ever asked yourself
any of these questions, I'll behappy to answer. But before I do,
let me ask you a couple ofquestions. Does the idea of being
your own boss in the hospitality propertyindustry sound appealing? Is the thought of
sharing your corner of the world withguests intriguing? Have you ever thought of
(01:00):
opening or growing a hotel resort inbed and breakfast or vacation rental but are
not sure where to start? Areyou worried about whether guests will return and
keep returning to your property after COVID? If you've answered yes to any of
these questions, this course is foryou. This course is designed to get
(01:22):
you started and grow your business asa hospitality property owner or manager with more
than just quick fixed tactics but insteadhelp you develop successful long term operation methods.
I will cover Series one Hospitality PropertyOrganizational Structure, Series number two Steps
to hiring exceptional hospitality property staff,Series three, Marketing Strategy for hospitality Properties.
(01:51):
Series four Guest expectations in the hospitalityproperty industry. Do you want to
take your hospitality property to the nextlevel? Don't hesitate sign up now.
This may sound like a strange concept, but there are still some properties that
use phones. Why when people callyou to get information or are looking for
(02:17):
a reservation, they want to talkto a live human being, not a
robot. If you are operating asmall, independent property and are not always
at the desk, it's a goodidea to get a call waiting service or
have extra staff to make sure thereis a human answering your business phone.
(02:38):
The next step is to make surewhoever is answering your phone is using the
appropriate business skills. For many guests, your phone will be their first point
of contact and the first impression ofyour business. Here's how to answer a
phone properly and win business. A. Answer all calls for the third ring.
(03:01):
B. When you answer the phone, smile, be warm and enthusiastic.
See when answering the phone, welcomethe callers courteously and identify yourself and
your property. Say, for instance, good morning, Twin Oaks in Jerry
speaking, how can I help you? No one should ever have to ask
(03:24):
did I reach the twin Oaks ind Enunciate and speak slowly and clearly,
and keep your voice moderate so listenerscan understand you easily. E don't use
buzzwords or slang, or use fillerswhen you speak, for example, are
(03:49):
or like or you know. Quiteoften we do this without knowing it,
so if you're not sure, recordyour voice. Listen for filler words and
train yourself to hear them you're speaking. F Be positive when answering the phone,
even on a down day. Forexample, rather than saying I don't
(04:10):
know, say let me find outabout that for you. G Take messages
completely and accurately, using full sentences. If there's something you don't understand or
can't spell, ask the color torepeat it or spell it for you.
H Return messages within one day atthe latest. I can't emphasize this one
(04:32):
enough. I always ask the callerif it's all right to put them on
hold if you have to. Whenanswering the phone, and don't leave people
on hold. Provide colors with aprogress to report every thirty to forty five
seconds, and offer them choices ifpossible, such as this line is still
busy, would you like to continueto hold? Or should I have so
(04:54):
and so call you back? Anddon't leave your calors listening to dead air.
Set up a system where you havesome soft music playing and maybe some
of your own property's promotions thrown inj don't use a speakerphone unless absolutely necessary.
K. If you do have tohave an answering machine to answer calls,
(05:17):
make sure you have a professionally recordedmessage L train everyone who's going to
be answering your phone to answer thesame way. Well that's it for today's
insider tips. If you haven't doneso yet, subscribe and you want to
know what everybody else is doing inthe industry, join one of our groups
(05:41):
that best serves your needs. Youcan subscribe at Keystone HPD dot com slash
Insider hyphen Tips, and to findyour best group option, visit Keystone HPD
dot com slash Private Hyphened Groups.Well that's it for today's tip. Until
(06:03):
next time, have a fun day,
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