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1.05 How To Handle A Reservation Call PDF

This document outlines best practices for handling reservation calls: 1. Greet the caller professionally and listen attentively to understand their needs. Ask clarifying questions to identify the best room options. 2. Present the hotel and available room types, emphasizing the benefits and features that meet the caller's needs. Attempt to upsell by describing higher room categories. 3. Make a recommendation, take the reservation details, confirm the booking, and thank the caller before closing the interaction professionally.

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157 views4 pages

1.05 How To Handle A Reservation Call PDF

This document outlines best practices for handling reservation calls: 1. Greet the caller professionally and listen attentively to understand their needs. Ask clarifying questions to identify the best room options. 2. Present the hotel and available room types, emphasizing the benefits and features that meet the caller's needs. Attempt to upsell by describing higher room categories. 3. Make a recommendation, take the reservation details, confirm the booking, and thank the caller before closing the interaction professionally.

Uploaded by

s
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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1.

05 How to handle a reservation call

Scope Of SOP: To make telephonic reservations, by positioning the product and selling the right room to
the right person ensuring guest satisfaction and revenue optimization.

How to carry out the SOP Key Points


Greeting Refer to:
The Address – Telephone
This is the opening of the call, should be audible and clear. The standard Standards
opening dialogue should contain the greeting of the day, hotel’s name,
department name, person’s name, and an offer of assistance. Start with a SMILE when
answering phone, this sets
E.g.: "Good Morning / Afternoon / Evening, Address Jumeirah Resort, my the tone of the call.
name is _______, how may I assist you?"
LISTEN actively to what the
The standard opening dialogue should be recited in the same order to guest must tell us as they are
maintain uniformity. likely to give us valuable
information about
Listen to the caller’s requests attentively. themselves, their personal
needs and their
Mostly the caller tells you the reason for the call or his basic needs at the very requirements.
beginning.
E.g.: I need a room from the 19th of July. Refer to call flow and call
quality guidelines.
Listen patiently to the caller’s request and take note of key details mentioned
as these should not be requested for again during the call. Should the caller Always remember to quote
mention his name at this time take note and use it a couple of times during the the price after the benefit
conversation. statement of the room type.
By this stage, the reservation advisor has a basic outline of the caller’s
requirements. The advisor should now ask questions that are directed to the Refer to Hotel Benefit
caller’s needs and wants which help to identify what features would best suit Statements.
the guests’ needs.
Ensure we react
E.gs: Have you stayed at any of the Address Hotels before? commercially to the changes
If you give me your company name, I could check our corporate list for in demand.
preferred rates.
After obtaining the same information the Advisor must offer the property and Ensure that we have
offer the benefits to stay in Address Jumeirah Resort. convinced the guest of the
offer we have proposed.
“Address Jumeirah Resort is an excellent choice for your trip”.
Are you travelling alone or with family? Ensure that the bookings we
take will arrive and pay.
Position the product and present benefit statements
The arrival time must be
The property in focus should now be described with relevant information updated as it is important for
regarding the destination and location. the preparation for the room.
‘” Would you prefer a room or a suite?” Do not ask the caller to
repeat information which has
Additional facilities and features should be explained to the caller with regards already been given.
to the guest specific needs.
Remember that everyone
While presenting benefit statements it is required that the benefit is specifically who takes a reservation is a
addressed to the guest. Random verbal listings of features (“We have a pool, salesperson.
a restaurant, and a lobby...”) are not considered benefit statements. It is
preferred that the word "you" be included in the benefit statement. If the reservation made is for
the same day, the Advisor
E.g.: “For your viewing pleasure we have 55” UHD TV’s in all rooms.” must call the Front
Office/Reception to advise
Reservations Advisors should convey confidence and pride by using positive them of the new arrival.
factual statements, such as, “Our great location is the closest to the...” or “All
of our rooms are comfortable and more spacious than you might find
elsewhere”.

Attempt Up sell

Once the guests’ needs have been established and product and room type
have been positioned the reservations advisor should quote the room rate. At
least two room types should be quoted offering the guest a choice. Three
offerings may also be presented, when given a set of alternatives; the guest
will avoid extremes and have a natural tendency to choose something in the
middle.

Top- Down
The advisor gives a strong, enthusiastic recommendation of the highest room
category that fits a guest's situation. The guest may take the room. After all,
some guests simply want the best room available. Or the guest may decline
the room. The Advisor then describes a room in the next highest room-
category with equal enthusiasm, continuing down in the same manner until
the guest decides.

Bottom Up
This method is most often used to sell club category rooms. The advisor can
suggest extra amenities or features which can be enjoyed in a more expensive
room. E.g.: At an additional cost of only AED XXX, you could enjoy….

Attempt Close

The advisor should make an initial attempt to close the sale. It is preferred that
the "burden of action" is left with the seller.

“Which of these rooms would be most suitable for you Mr._______?”

Once the Advisor has been informed, we must validate the guest’s selection.
Doing so is a way of encouraging or reinforcing to the guest that they have
made a great decision. The Advisor may use any of the following examples.

“Excellent, I know you will enjoy that.”


“Excellent choice.”
“You have selected the best option.”
Additionally, the advisor can offer personal recommendations and/or
endorsement. By adapting and changing these endorsements to best suit your
own style, the special needs of the caller, you are reinforcing that the caller
has made the right decision in choosing your hotel.

All reasonable attempts to encourage the caller to book qualify as a primary


close.

Make the reservation and recap.

Run through the PMS procedure and follow the same order as the PMS.

Do not ask for the name again.


Do not ask again how many people will come.
Do not ask the date again.
Ask for the Guarantee and mode of payment.
Use polite and courteous language.

E.g.: May I have your complete name, kindly spell.


May I have your credit card details to guarantee the booking?

The Advisor must inform the guest of the check-in / check-out times and obtain
his flight details.

“Mr. _____, our rooms are prepared for arrival at 15:00 hrs., what time shall
we expect you? Do you already have your flight details?”

If the guest is not in a hurry, we can explain about other services available at
the hotel i.e. restaurants, spa etc.

Allow me to recap your reservation.

While recapping the reservation ensure that the below details of the
reservation are covered.

The arrival & departure dates, the day of the week and number of nights to be
reconfirmed.
The room type and room rate to be reconfirmed.
The name on the booking and number of persons to be reconfirmed.
Arrival time and preferences to be reconfirmed.
Name and contact details of the booker to be reconfirmed.

The Cancellation policy should be advised to the caller after recapping the
reservation.
E.g.: “Should you have any changes or would like to cancel the reservation,
the same may be done without charges before 15:00pm on XXX of XXX (the
date). Should you wish to amend & cancel the reservation after, 1-night charge
will apply from the credit card provided while making the reservation”.

Ask the guest if everything is to his satisfaction. If yes, provide him with the
confirmation number and inform him that a written confirmation will follow
shortly.
All guests should be sent confirmation letters.

“Please take note of your reservation confirmation number _____. We will be


sending you the confirmation by email within the day.”
Close the call

The call should be closed in a professional manner and further assistance


should be offered.

Is there anything else that I may assist you with, Mr. /Ms. _____?"
““It has been a pleasure speaking with you today Mr. ____ and I am sure you
will enjoy your stay with us at Address Jumeirah Resort. Thank you for calling.
Have a great day/evening.” Goodbye.”

Wait till the time guest keeps the phone down and then hang up.

Involvement: All reservations and front office personnel making telephonic reservations.

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