On the Gold Coast, the phone is still one of the most important booking tools for hotels, holiday apartments, tour operators, restaurants and attractions. Even with online booking, plenty of visitors prefer to call and ask a question first. In school holidays and around major events, those calls can stack up quickly. What callers hear while they wait is a chance to sell the experience before a staff member says hello.
Sound like the holiday they are planning
Callers ringing a Gold Coast business are often planning something enjoyable. Music on hold can reflect that: relaxed, sunny and inviting, rather than corporate. Light acoustic, laid-back grooves or gentle tropical styles suit many tourism and hospitality businesses. The key is to match the feel of your venue, so a fine-dining restaurant might choose something more refined than a family theme park.
Promote what callers may not know
Hold time is an ideal place to mention extras guests might otherwise miss:
- Packages, upgrades or bundled experiences
- Function rooms, private dining or group bookings
- Gift vouchers, which are popular for birthdays and holidays
- Transfers, parking or how to find you
- Online booking, for callers who would rather finish the job themselves
Answer the predictable questions
Front desks hear the same questions all day: check-in times, parking, whether children are welcome, what to wear on a tour, whether a table can be booked for a large group. A short message covering the most common question can shorten calls and help your team move through the queue faster during the busiest weeks.
Be ready for peak periods
The Gold Coast calendar has plenty of busy patches, including school holidays, long weekends and major events. Reviewing your hold program ahead of each peak means your messages talk about what is relevant now. A message promoting a winter special that is still playing in January can confuse callers and undercut the impression you want to make.
Speak to interstate and international visitors
Many callers are not locals. A clear, friendly Australian voice, plain language and simple directions all help visitors who do not know the area. If your website has maps, menus or itineraries, mention it so callers know where to find the details after they hang up.
Keep the energy positive, not pushy
There is a fine line between helpful and hard sell. Rather than repeating "book now" over and over, describe the experience and let it speak for itself. A caller who hears about a sunset cruise or a chef's tasting menu while they wait may well ask about it when their call is answered.
Test it on a real phone
Once your program is in place, call your own number from a mobile and listen through a full cycle. Check the volume, the clarity of the voice and how long it takes before messages repeat. Small adjustments can make a big difference to how polished it sounds.
Let us create your hold program
We produce music and messages on hold for businesses across the Gold Coast, from boutique accommodation to busy attractions and restaurants. If you would like your callers to hear something that sells your experience, contact us for a free quote.