Phone Greeting & Hold Script (Reservations)
Three-ring answer, property ID, name use, hold check-back, close.
Answer (within 3 rings)
"Good morning, Mr C Coconut Grove, this is [Name]. How may I care for you?"
When name is known
Use it naturally within the first exchanges — never force it every sentence.
Hold (must check back before 30 seconds)
"May I place you on a brief hold while I confirm that suite availability? … Thank you for holding, [Name]. I have those dates…"
Special request capture
"I've noted a high floor, soft pillows, and late arrival after 9 p.m. You'll see this confirmed before arrival, and our team will prepare the room accordingly."
Close
"Thank you for choosing Mr C Coconut Grove, [Name]. We look forward to welcoming you to the Grove."
Avoid: slang, "no problem," dead air, overpromising specific room numbers or views that cannot be guaranteed.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.