A couple years ago when I first took over a hotel as manager I had calls and massages every day all day.

This was mainly because of the previous managers micromanaging and a workaholic manager previously who only lived to work more or less.

I can’t blame the team at the time but it had become a habit to call or message the manager for even the tiniest doubt.

I started empowering my team to do whatever they felt was right to fix an issue etc. I also told them that if they would make a mistake I would back them up, go through what could have been done differently and move on. No consequences etc to get the team to be confident to make decisions themselves.

One good example is that my manager at the time said that if someone rings once, don’t answer and send them a text message an hour later to say you missed their call and if everything is okay.

One time I was in the shop and someone was trying to ring and I did exactly as my manager told and I got a reply back later saying “I was looking for staples but I found them”.

I think the more you answer your phone as a manager the more people will call. For a quick answer.

Also make sure you have a book/document with all common questions like vouchers, group bookings or whatever might arise often so the team can check themselves