Phone, Email & Messaging Standards
Three-ring answers, hold check-backs, confirmation accuracy, and in-stay messaging quality.
Phone
• Answer within **three rings**
• Identify property + self
• Capture name early; use it graciously
• Hold: state reason; **check back before 30 seconds**
• Close with appreciation and clarity on next steps
Email / confirmations
• Accurate dates, rate, inclusions, cancellation
• Correct grammar and property naming (Mr C Coconut Grove)
• No broken promises in fine print that contradict the call
In-stay messaging (if offered)
• Professional, timely, complete sentences
• Own the request end-to-end
• Escalate with the guest informed
Forbes connection
Efficiency + Technical accuracy + Courtesy. Digital friction and sloppy writing become service fails in the modern inspection journey.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.