Phone Communication with Your B&B Guests
As bed and breakfast innkeepers, it is likely that you will speak to your guests and potential guests over the phone. We are going to look at ways you can make the most positive impression on guests during your phone communication.
When speaking to your guests over the phone, it is important to clearly and cheerfully pronounce the name of your bed and breakfast as well as your name when you answer the phone. This way they know they have reached the right number and answering with a pleasant voice is your first way to extend your hospitality to them.
If you receive a call during the time you are with your current guests and/or making breakfast, it is best to let your callers leave a message so that you can respond at a time when you can give them your full attention. If you sound distracted or like you are busy (which you can often be) they may not think they will receive the care and attention they expect when visiting your bed and breakfast.
Be sure to take notes of every phone call. Including the following information:
- Caller’s name and contact information
- The purpose of their call
- Any questions they asked you
- Their reservation information (if applicable)
- Comments about their interests and reason for staying
- Other relevant information you do not want to forget
Having this phone log will save you precious time. This can let any other innkeepers and/or staff become aware of the phone conversations you had without you having to take the time to verbally provide the details to every phone conversation to other employees. It also helps remind you of previous conversations with the guest(s).
You should have a list of things to do in your area–including recommended restaurants, tourist attractions, community activities, and so forth. This will be your quick reference guide so you can answer questions without having to hunt for the information during your time on the phone. Guests will appreciate how organized you are.
Make sure that guests know a phone number to reach you at during every moment of their stay. This is vital to providing them with a pleasant experience, answering their questions, exchanging important information, and for safety in case of emergencies.
Be sure to ask, “Is anything else we can help you with?” before ending every call. They will appreciate this courteous phone communication and it shows that you care about their experience at your bed and breakfast. This goes a long way towards establishing repeat business as well as gaining referrals!