Phone Calls = First Impressions

Jennifer Flynn
Apr 23
2 min read

We’re rolling out a small but mighty shift in our phone game—especially while we smooth out the kinks with our phone system. The Grove Motel’s direct number is now live on the website, email templates, and Google, which means calls could be coming your way anytime. And guess what? That’s a good thing—because it means we’re getting noticed.

But with great calls come great responsibility…

📞 Here’s What You Need to Know:

1. The Grove Motel’s Direct Number

📱 519-968-3418
This number is live everywhere. So if a guest calls it, we answer it just like we would at the Hotel.

2. No Call Handoff Needed

If a guest calls the Hotel but wants to book the Motel (or vice versa), don’t redirect them to call again.
Whoever picks up the call owns the call. 💪That’s the Grove way: quick, smooth, helpful.

3. Always Answer Like a Pro

“Good morning/afternoon, thanks for calling The Grove Hotel, this is [Your Name]. How can I help you today?”“You’ve reached The Grove Motel in sunny Colchester! This is [Your Name]—what can I do for ya?”

🌟 TIPS & TRICKS: Answering the Grove Way

🕒 Pick Up Promptly

Answer by the 3rd ring. If you're away from the desk, you’re expected to carry the portable phone. Missed calls = missed chances to shine.

😀 Smile First

Seriously. People can hear your smile. It sets the tone, even over the phone.

💬 Use Our Signature Greeting

Friendly, clear, and totally Grove:

“The Grove - [Your Name] speaking!”
“The Grove - how can I help?”

Just keep it warm and real, never robotic.

👂 Listen First

Let guests speak. Don’t interrupt or assume. Take notes if needed and stay cool.

🗣 Sound Like a Human

Be casual but professional:

✅ “Totally!” “You got it!” “No worries.”
🚫 “Whatever.” “Hold on.” “I dunno.”

❓ If You Don’t Know…

Don’t fake it! Say:

“Great question—let me double-check and call you right back.”

⏸ If You Need to Place Them on Hold:

“Would you mind holding for a moment while I check that?”Always say thank you when you return.

📋 Before You Hang Up:

Confirm you’ve helped:

“Did I get you everything you need today?”

Wrap it warmly:

“Thanks for calling The Grove. Can’t wait to see you! Enjoy your day!”

🔁 Check Voicemails Like a Boss

Check them often
Respond quickly
Delete messages once handled(Clutter-free = stress-free)

📌 Final Reminder:

You are the voice of The Grove. Whether it’s a curious guest, a big group inquiry, or someone calling just to say hi - we show up with friendliness, confidence, and great energy. Always!