HorizonCall is a multilingual AI assistant that answers hotel phone calls, and what it says is decided by a greeting script. The same script works just as well for the person who picks up the phone.
What is a hotel greeting script?
A greeting script is a short text that fixes in advance what will be said when a call is answered. Its purpose is not to make the conversation recited, but to make every call start with the same information and the same tone.
Without one, the greeting changes with whoever answers. An experienced agent asks about dates and availability unprompted; someone new puts the guest on hold, and the call ends somewhere else entirely.
What belongs in a good greeting script?
A good script covers four things: who you are, how the call is received, the facts guests ask for most, and how the conversation should end. Without all four it is just a greeting line.
In practice the last one is skipped most often. If nobody has decided whether the goal is to take a booking, collect a number for a callback, or send a quote on WhatsApp, the call ends having given information and never turns into a sale.
Which ten questions shape the script?
The questions aim at whatever is specific to your property. The free tool asks, in order:
- What is the name and type of the business?
- Who should the answerer introduce themselves as?
- What are the three questions guests ask most?
- Which room or service types do you sell?
- Are prices given on the call, or sent as a quote?
- Which languages should the greeting cover?
- What are your hours, and how do they change off-season?
- Which topics must always go to a person?
- What is the goal of the call: booking, quote, or callback?
- What tone do you want: formal or warm?
Those ten answers are enough to turn a generic template into one business’s script. Questions three and eight carry the most weight: the first shapes most of the conversation, the second sets the boundary for handing over to a person.
The script is ready — what next?
Once generated, the script appears on screen and can be edited; what the tool produces is a starting point rather than a final text. Rewriting the lines in the hotel’s own voice is an expected step, not a sign something went wrong.
Generating it is free and only requires signing up. Putting it live on a working number — having the assistant answer real calls with it — requires a subscription. How that greeting then extends across channels is covered in the one-inbox guide.
Can you change the script mid-season?
Yes — the script can be updated from the dashboard whenever you need. As seasons, campaigns or room types change, the text is expected to change with them; it is not a document written once and left alone.
A practical rhythm is to review it once at the start of the season and once after the peak week. New capabilities can affect the greeting too, and the changelog tracks what changed and when.