The front desk is helping a guest, checking someone in, or it is the middle of the night. Someone calling about a booking should not have to call a competing hotel instead because nobody picked up.
Distinguish between new bookings (point to the online booking system, which also works at three in the morning) and guests already staying with you (they often need something in the moment and deserve a different route than a promise to call back).
Three scripts you can use right away
Replace the parts in [brackets] with your own details.
Welcome message
“Welcome to [hotel name]. Our front desk is currently helping a guest. Calling about a new booking? You can book a room directly online at [website]. Already staying with us and need something? Please stay on the line and the front desk will pick up as soon as possible.”
After hours
“Welcome to [hotel name]. Our front desk has limited availability overnight. For a booking, please visit [website]; that works right now too. Already a guest and need something urgently? Please press [night staff extension].”
Voicemail
“You have reached the voicemail of [hotel name]. Please leave your name, phone number and, if applicable, your booking reference or room number, and we will get back to you as soon as possible.”
Need more than one message?
See all prices and packages on one page, or create a single message first from $24.