Just been reviewing top ways to answer a business phone including message machines.

The first thing to say (and the winner is)…. Thank you!

SCRIPT:

Thank you for calling (Your Hotel). This is (Your name), how may I help you?

TIP: speak with a smile on your face physically, it shows in the sound of your voice. If you have an accent, speak even slower.

Create a Good First Impression

Try to answer the phone on the second ring. Answering the phone too quickly can catch the caller off guard, while waiting too long is inconsiderate of the caller’s time. There are a number of ways to identify yourself and your organization:

• FRONT DESK – “Thank you for calling (Hotel name). This is (your name). How may I help you?”
• DEPARTMENTS – “(dept name), (your name),” OR “(Your Name), how may I help you?”

There has been a lot of discussion of using “good morning” or “good afternoon.” This is unnecessary if you use the right tone.

15 Business Telephone Etiquette Tips

1. Make sure you speak clearly, slowly, and are smiling as you answer the phone- Smile — it shows, even over the phone.
2. Ask permission before putting a caller on hold. "Would you mind holding while I get your file?" or "Can you please hold briefly while I see if Mr. Jones is available?"
3. When returning to your caller, remember to thank them for waiting.
4. Do not permit the phone to ring into the your or the departments office more than three times.
5. Always use a pleasant, congenial and friendly tone.
6. Never interrupt the person while he/she is talking to you.
7. Never engage in an argument with a caller.
8. Do not handle an unhappy caller’s concern openly at the check in/checkout desk.
9. Do not answer the phone if you are eating or chewing gum.
10. Do not give the impression that you are rushed
11. Learn how to handle several callers simultaneously with ease and grace.
12. Return calls promptly that have been left on voice mail or answer phones
13. Always offer to leave a message if a manager or another team member must return the call- and get the best number and the best time to have a call returned to the caller.

14. Always end with a pleasantry: "Thank you for your call" or "It was nice speaking with you".

15. Let the caller hang up first. This shows the caller that you aren’t in a hurry to get off the phone with them.