Phone rings — answer within three rings
Situation: Incoming reservation or general inquiry call
Forbes focus
Answer within three rings; identify property; articulate speech.
Answer ≤ 3 rings. Hold check-back before 30 seconds.
Step sequence
Step 1 · Answer
“Good morning, Mr C Coconut Grove, this is [Name]. How may I care for you?”
Step 2 · Capture name
“May I have your name, please? … Thank you, [Name].”
Use the name naturally — not every sentence.
Step 3 · Serve the request
Quote rates/inclusions accurately. Note special requests for activation.
Step 4 · If hold is needed
“May I place you on a brief hold while I confirm that availability?”
Return before 30 seconds: Thank you for holding, [Name]…
Step 5 · Close
“Thank you for choosing Mr C Coconut Grove, [Name]. We look forward to welcoming you to the Grove.”
Do say
- · Certainly
- · My pleasure
- · I'll take care of that
- · I'll find out immediately
Don't say
- · Yeah
- · No problem
- · You guys
- · I don't know (alone)
Recovery
If you missed three rings: answer with full energy, never apologize for being busy in a way that sounds dismissive — own the moment and serve fully.
Related modules
Quarterly completion
Select your name under Staff & quarterly before marking this script complete.