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