Front desk phone scriptCall Answering

Phone script for a hotel front desk: bookings by phone, guest requests, complaints and upselling with care

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  • If you do not respond within 3 days of delivery, the work is accepted automatically.
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Phone script for a hotel front desk: bookings by phone, guest requests, complaints and upselling with care

Example result

Example for the Standard package

Call script: inviting past customers of a window cleaning firm back for spring

Scenario 1: a past customer answers

Opening. "Hi, is this Mark? It's Anna from Clearview Window Care. We cleaned your windows last April. Have you got a minute?"

  • Yes → go to The reason for the call.
  • "Not now" → "Of course. When is better, today after five or tomorrow morning?" Note the time and end the call politely.
  • "Who?" → "Clearview, the window cleaners. We did your house on Elm Road last spring." Then The reason for the call.

The reason for the call. "We're planning the spring rounds on your street for the week of April 14. Past customers get first pick of the days. Would you like us to book you in?"

AnswerWhat to say next
"Yes""Great. Is it the same as last time, outside only, or inside too?" → Booking
"How much is it?""Last time it was the outside of a two-storey house. That's $120 this season." → Booking
"We're not sure yet""No problem. I can hold a day for you until Friday with nothing to pay. Shall I?"
"We use someone else now"Go to objection 7.

Objections (3 of 15)

4. "It's too expensive." "I understand. Most customers on your street book outside only, and that keeps it at $120. If you book with a neighbour on the same day, you both get $15 off. Would that help?"

7. "We found someone cheaper." "That's fair, thanks for telling me. If anything changes, we're still doing your street on April 14. Can I send you a text with our number, just in case?"

11. "Call me in the summer." "Sure. Shall I put you down for a call in the first week of June? The summer rounds book up fast."

Voicemail

"Hi Mark, it's Anna from Clearview Window Care. We're cleaning on your street the week of April 14, and past customers get first pick of the days. Call or text us back on this number. Thanks!"

Files: Word and PDF. The prices, discount and dates come from the client's brief: we write the script and never call anyone.

Client: Clearview Window Care, a window cleaning firm with 4 crews in one city. Task: a script for calling customers who booked last year but not this year, to offer the spring clean. Standard package: 3 scenarios, 15 objections, a voicemail and a follow-up text. Excerpt below.

The client and all details are made up.

About this service

Guests judge a hotel by its phone manner before they arrive and every time they call down from the room. This script gives your front desk calm, consistent words for the calls they take: booking a room by phone, answering questions about rooms, rates, parking and check-in times, handling requests and complaints from guests in the house, and pre-arrival calls with a gentle offer of extras such as an upgrade, breakfast or a transfer. Difficult moments, like a fully booked date, a guest who wants a discount or a noise complaint at night, get polite replies. Rates, policies and services come only from your brief. You get a Word and PDF script. We write it only: we never take calls or bookings. Rules on taking card details by phone and recording calls differ by country, so check the script against yours.

What is included

  • What you getA Word and PDF script: each call type in your package with a greeting, questions, branches for the usual situations, booking or request steps, a polite close and replies to the tricky moments in your package. From Standard, a voicemail and a booking confirmation message; in Premium, a one-page cheat sheet for the desk and a short training guide with practice in pairs.
  • Booking by phoneDates, guests, room type, rate and confirmation
  • Calls from roomsRequests, small problems and who to send
  • Complaints with careListen, apologise, act and follow up
  • Gentle upsellingUpgrades, breakfast and transfers without pressure
  • Fully booked datesA kind refusal with alternatives you offer

How it works

  1. 1
    BriefYou send your rooms, rates, policies and the calls you get
  2. 2
    ScriptWe write the call flows, branches and replies
  3. 3
    DeliveryYou get the script in Word and PDF on the order page
  4. 4
    At the deskStaff use it and you ask for changes within the package

What we need from you

Your hotel type and rooms, real rates or how rates are quoted, check-in and check-out times, cancellation, deposit and pet policies, extras you sell (breakfast, parking, transfers, late check-out) with prices, how payment by phone works at your hotel, which calls you need (bookings, calls from rooms, pre-arrival, complaints), and the language and tone. You may attach a rate sheet, house rules or a current script as Word or PDF files or screenshots, up to 3 files.

We will ask you:

  • What kind of hotel is it?
  • Which calls do you need?
  • Which extras do you offer?
  • Language and tone

Compare packages

Basic1 call type, 5 tricky moments$12Standard3 call types, 15 tricky moments$25Premium5 call types, 30 tricky moments, training$45
Deadline1 day2 days3 days
Revisions123
Scenarios135
Branches per scenarioup to 3up to 5up to 8
Objections with answers51530
Voicemail and follow-up messageNoYesYes
Cheat sheet and training guideNoNoYes
BusinessHotel front deskHotel front deskHotel front desk
OrderOrderOrder

Payment protection

You pay when you order, but the money is released only for accepted work.

  • Fixed priceThe package price does not change after you pay.
  • The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
  • Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
  • Free revisionsAsk for changes within your brief as many times as the package allows.
  • Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
  • Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
How it works →

Questions and answers

Will you take bookings for our hotel?

No. We write the script; your front desk takes the calls and bookings.

Can the script be in two languages?

Each order is written in the language you choose. For a second language version, place another order or ask about it before ordering.

Will it include upselling?

Yes, if you want it: short, polite offers of the extras you list, made once and dropped if the guest says no.

How do you handle card payments by phone?

We write only the steps your hotel already uses, such as a secure payment link. Card rules differ by country and payment provider, so check them.

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