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.

• Standard Check-in and checkout times were provided. Along with early check-in and check-out charges (In case guest requested for this).

• 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.