Getting Started
Google Voice serves as our primary guest communication channel. Download the app from the App Store or Google Play, then sign in with your Guesthouse Google Workspace account. The desktop interface is available at voice.google.com.
Configuring On-Duty Hours
Open Google Voice settings (gear icon in top right)
Navigate to "Calls" in the left sidebar
Under "Call forwarding," set your availability schedule to match your on-duty hours
Enable "Do Not Disturb" outside these hours to route calls to the on-duty manager
Detailed instructions: Google Voice Call Forwarding
Call Handoff Protocol
In Settings → Calls, add the on-duty manager's number under "Linked numbers"
Use the "Transfer" button during active calls to seamlessly move conversations
Alternative: Enable call groups in Settings → Groups to ring multiple team members simultaneously
Transfer guide: Managing Calls in Google Voice
Identifying Google Voice Calls
Incoming calls display "via Google Voice" on the call screen
Your Google Voice number appears as the caller ID for guests
Enable custom ringtones in Settings → Calls → Ringtone to distinguish business from personal calls
Building Phone Best Practices
Every call is an opportunity to embody our principles. Answer with genuine warmth and presence. Listen for what guests need beneath what they say. Handle complexity with calm assurance.
Empathy: Understand before being understood
Grace: Respond with ease, even under pressure
Courage: Take ownership of every guest experience