When you start working with an answering service for inns, bed and breakfasts, or hotels, it’s super important to get the scripting right so things go smoothly. Here is a sample of a hospitality answering service script to get things moving in a good direction.
Answering service scripts for hospitality businesses can come in many different shapes and sizes. The most crucial part is that you create one that fits the unique needs of your inn, B&B, hotel, or rental property. A hospitality answering service can help you provide round-the-clock service, reservation scheduling, and so much more. But you must get the script dialed in first. So, here’s what part of a hospitality answering service script may look like…
Agent: Thank you for calling The Five Peaks Inn. This is Melissa speaking. How may I help you?
Caller: Hi, I was just checking out your website and was looking at your Mountain View room with a queen bed. I’m trying to plan an anniversary vacation for my wife and I, and I wanted to check your availability for this August.
Agent: Great! I’d be happy to help. May I ask who is calling?
Caller: My name is Greg Sullivan.
Agent: Thank you, Mr. Sullivan. Please give me just one moment while I check our availability for August. Do you have any preferred dates that month?
Caller: Well our anniversary is going to be Saturday the 20th, so it’d be great if we could stay that Friday through Sunday.
Agent: It looks like the Mountain View room with a queen bed is already booked for that weekend. However, we do have the Creekside Suite available August 19th through the 21st.
Caller: Oh I did see the Creekside Suite on your website. That looked great too.
Agent: Would you like to book your reservation at this time for that room?
Caller: Yes, please. I should probably take care of it now before somebody else snags it.
Agent: Sounds good! Your name is Greg Sullivan. S-U-L-L-I-V-A-N?
Caller: That’s right.
Agent: And may I please have your telephone number?
Caller: Sure, it’s 206-555-9746.
Agent: Thanks, and what would be the best time for us to reach you in the event we need to?
Caller: Mornings from 8-10 or evenings from 6-9.
Agent: Ok, and what is your email address?
Caller: It’s my first and last name at gmail.com.
Agent: Just to confirm, you want to check into the Creekside Suite on Friday, August 19th and check out on Sunday, August 21st?
Agent: And it will just be the two of you, right? Nobody else?
Caller: Nope. Just us two.
Agent: Will any pets be with you?
Agent: Ok. Because our inn is small, cancellations can have a big impact on us, so I’d like to go over the cancellation policy with you real quick.
Caller:Â Go for it.
Agent: If you should cancel your reservation 30 days or longer before you’re check in date then your full amount will be refunded. If you cancel less than 30 days before your check in date we will attempt to fill the room. If we are successful, we will refund you 75% of the amount due. But if we are unable to book the room for those dates then you will be responsible for the full amount.
Caller: Ok. I saw something about that on your website before I called.
Agent: Alright, Mr. Sullivan, may I have your address please?
Caller: It’s 1302 SW Rainier Drive, Seattle, WA 98103
Agent: And the phone number you gave me earlier, is that your home phone?
Caller: That’s just my cell number.
Agent: Do you have an alternative number?
Caller: No, really just my cell.
Agent: That’s fine. What time would you like to check in?
Caller: Let’s see, I think we can be out there by eleven, but there is a lake we want to stop at first, so could we check in at 1:00 pm?
Agent: That works perfectly. Now, what is your credit card information?
***Credit card information given and confirmed***
Agent: Perfect. And may I ask how you heard about us?
Caller: I think I remember seeing something about The Five Peaks Inn somewhere in a travel magazine. I don’t remember which one, but then I recognized you when I did an online search for places to stay in the area.
Agent: Great! Now is there anything else I can help you with today?
Caller: Actually, I was wondering what will be on the menu in August.
Agent: I’m afraid I’m not sure what the menu will include at that time, but I’d be happy to find out and have someone give you a call back.
Caller: That sounds good. Well thank you so much for your help. I really appreciate you getting my reservation all set up.
Agent: It was absolutely my please. We look forward to seeing you when you visit in August. Take care!
This is just one of the multitude of scripting variations a hospitality answering service can use. It all depends on your goals as a hospitality organization. But no matter what, every time the phone rings there is an opportunity to provide great service, share information, or get a room booked, so missing a call shouldn’t be an option. An answering service can do so much for places that provide lodging, but that script must be dialed in first so they can do their job most effectively.
If you are interested in creating a hospitality answering service script, please contact us and we will be happy to lend a hand.