Why Telephone Etiquette Matters in The Hotel Industry

February 1, 2022
hotel management college

As technology evolves, many people would assume that the importance of telephone etiquette would decline. But the truth is quite the opposite. The hotel management industry is becoming larger than ever in recent days. It also means that even one guest complaint can create a lot of bad press, and that’s the last thing you want in today’s competitive business environment. That’s why it’s crucial to implement strong telephone etiquette policies and train yourself to learn them properly. Indian Institute of Hotel Management is one of the best hotel management colleges in Kolkata where you can gather all kinds of theoretical and practical learning altogether.


When you work in the hotel industry, your clients rely on you to make them feel safe and comfortable during their stay at your hotel. In order to do this effectively, you need to learn the right telephone etiquette when speaking with your guests, especially if they contact you by phone rather than in person. Clear communication between hotel staff and guests is essential for running a smooth operation. When guests call the front desk, they are usually trying to get help with something. Whether it’s finding the nearest coffee shop or asking where to find extra towels for their use. But because of poor communication skills, it turns into misunderstandings and loss of business opportunities, lower guest ratings on review sites, and poor word-of-mouth recommendations.


Poor telephone etiquette can harm your hotel’s reputation if you are not careful while attending calls. Dealing with hundreds and thousands of people over several hours, days, or weeks means hotel staffs need to be great at customer service. When calling a hotel, waiting on hold can feel like an eternity. It makes people lose their cool and snap at customer service reputations. The guest might get frustrated with the long wait. You should always stay calm, speak clearly, and let them know how much you value their help. You could even end up getting an upgrade or other perks down the line if your tone is polite enough.


Make sure that you are doing most of the listening when you talk with customers or associates. You’ll be able to hone your ability of communication and management skills with the hotel management courses of the Indian Institute of Hotel Management, Kolkata. While attending to the guest over phone calls, it is also necessary to be a good listener. A great conversation can only be made if you are a great listener and a great communicator. Yes, you should be friendly and efficient, but it is also important to remember that you are spending someone else’s time and resources.


Proper telephone etiquette builds loyalty and customer satisfaction. If you approach each interaction with a smile on your face, guests will likely feel comfortable with your service.

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