Ideally, when should telephone calls be accepted?

• A. As soon as possible
• B. Only during business hours
• C. After checking schedule
• D. Never

Answer: (A)

Prompt phone responsiveness is a cornerstone of good guest service. When a call comes in, the caller is seeking help or information, and answering as soon as possible communicates attentiveness and professionalism, setting a positive tone for the interaction and helping to secure a reservation or resolve a query quickly. Waiting to check a schedule before answering slows the caller down, can frustrate them, and risks losing their interest or business. Limiting calls to business hours reduces accessibility and misses potential guests outside those times, while never answering is simply unacceptable in hospitality. The best practice is to pick up promptly, greet warmly, and be ready to assist, even if you need to take a quick message or confirm details with a colleague and follow up.