Telephone and Digital Communication Etiquette
Sets the professional standard for how associates answer phones, write guest-facing messages, and use digital channels, including privacy protections.
Why This Matters
Every phone call and message is a guest's direct impression of the brand, often more honest than a scripted in-person interaction because there's no body language to soften a bad tone. This is also where guest privacy is most easily broken — a room number said aloud in a lobby or texted carelessly is a real exposure. Consistent etiquette protects both the brand voice and guest confidentiality.
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