Reservation Standard Checklist for Booking Enquiry
Reservation department staff answered within 3 rings.
Reservation staff had a smiling greeting which included, thanks, name and an offer of assistance.
Permission asked to place call on hold, and reservation staff waited for response.
Placed on hold for less than 30 seconds, thanks to extended for placing the call on hold.
The guest name was requested and used at least one time.
Staff promptly offered assistance and led the conversation.
Features and benefits of the property were provided with enthusiasm, without prompting.
Staff inquired if caller was a repeat guest, corporate guest.
Staff customised the experience by determining preferences, offering a choice of smoking or non-smoking accommodations, room/bed type etc.
Staff inquired about the guest’s special requests (in case any).
Range of rates quoted beginning with higher price categories.
Staff asked if there were alternate dates that could be considered, in case of non-availability or sold out.
Staff skilfully and knowledgeably addressed inquiries and requests and spoke clearly.
Minimal background noise, interruptions during the reservation process.
Staff clearly explained inclusions in the rate offered. (Breakfast / Package / Taxes etc)
Staff asked for the correct spelling of caller's name and recognised repeat guests.
Staff asked for caller's contact details like mobile number, email etc. in case of first time visitor.
Reservation details were reviewed including hotel location, arrival/departure dates and time, the spelling of name, address and email.
Rate and room/bed type preference was confirmed, along with special requests, confirmation number was provided.
Staff enquired for concierge services for airport transfers, pre-arrange entertainment, local transportation, or directions.
Staff asked which email address they would like to use to send the reservation confirmation.
Booking Confirmation was received in time stated and was accurate.
Guarantee and cancellation policies were explained.
Staff was pleasant, courteous and did not seem rushed throughout the conversation.
The conversation was ended with an authentic and memorable farewell comment, the guest was thanked.
The speed of booking process was adapted to the environment and the needs of the guest.