What action should take place when answering the phone?

When answering the phone, a smile is essential because it positively influences your tone and overall demeanor, which can be felt by the caller even though they cannot see you. Smiling while speaking transforms your voice, making it warmer and more inviting. This sets a friendly tone for the conversation, helping to ensure that the caller feels welcomed and valued before they even start discussing their needs.

Being attentive and approachable over the phone is crucial in hospitality settings, where customer service is a priority. A smile conveys enthusiasm and readiness to assist, which is key in helping to create a positive first impression for guests calling in.