Why this exists
Greens has implemented a standardized auto-attendant phone system across all properties to ensure every guest call is handled professionally and efficiently. This system helps eliminate missed calls, reduces wait times, and ensures callers reach the right department quickly — even during busy periods or when staff are assisting other guests. By providing consistent phone service across all Greens hotels, we enhance the guest experience and allow our team to work more effectively.
Who does what
- General Manager — Ensures the auto-attendant system is properly configured for their property and that all staff understand how calls are routed
- Regional Facilities Engineer — Champions this standard across all properties and provides guidance on system setup and best practices
- Front Desk Agent — Handles calls transferred through option 2 (new reservations) and option 0 (general front desk inquiries)
- Sales Manager — Receives calls transferred through option 3 and ensures someone is available to answer sales inquiries
- IT Service Provider — Works with the hotel to configure and maintain the auto-attendant system according to Greens standards
Steps
Setting up your auto-attendant system
- Contact your designated IT service provider to begin the auto-attendant configuration process
- Provide them with the standard Greens menu structure (detailed below) and any property-specific phone numbers
- Schedule a time for testing when call volume is typically low
- Test each menu option to ensure calls route correctly
- Train all staff on where calls will be routed so they can prepare accordingly
Required menu configuration
Every Greens hotel must configure their auto-attendant with these four standard options:
- Press 1: Existing Reservations — Routes callers to the brand's ResMax service for modifications, confirmations, or questions about existing bookings
- Press 2: New Reservations — Transfers directly to the hotel's front desk for new booking inquiries and walk-in availability
- Press 3: Sales — Rings both the back office phone and the sales department phone simultaneously to ensure sales inquiries are answered promptly
- Press 0: Front Desk — Provides direct access to the front desk for general questions, guest services, or any other needs
Maintaining your system
- Test the auto-attendant monthly by calling your hotel and verifying each option works correctly
- Update your IT service provider immediately if any extensions change
- Monitor guest feedback about phone service and address any routing issues promptly
- Ensure voicemail boxes are set up for any extensions that might not always be staffed
Rules and exceptions
- All Greens hotels must implement an auto-attendant system — this is not optional
- The four menu options listed above are the minimum requirement; hotels may add additional options (such as "Press 4 for Group Reservations") with General Manager approval
- The greeting message should be professional, brief, and clearly state each option
- If your property has unique needs that conflict with this standard setup, contact the Regional Facilities Engineer for guidance before making changes
- During overnight hours, ensure the system still functions properly and consider having option 3 (Sales) route to voicemail or the front desk instead