Service Standard Checklist – Reservation – Booking Enquiry

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Reservation Standard Checklist for Booking Enquiry

  • The reservation department staff answered within 3 rings.
  •  Reservation staff had a smiling greeting which included, thanks, name, and an offer of assistance.
  •  Permission was asked to place a call on hold, and reservation staff waited for a response. 
  •  Placed on hold for less than 30 seconds, thanks to Extended for placing the call on hold.
  • The guest’s 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 the caller was a repeat guest or a corporate guest.
  •  Staff customized 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 skillfully and knowledgeably addressed inquiries and requests and spoke clearly.
  •  Minimal background noise, and interruptions during the reservation process.
  •  The staff clearly explained the inclusions in the rate offered. (Breakfast / Package / Taxes etc)
  •  Staff asked for the correct spelling of the caller’s name and recognized repeat guests.
  •  Staff asked for the caller’s contact details mobile number, email, etc. in case of a 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 were confirmed, along with special requests, confirmation number was provided.
  •  Staff enquired about concierge services for airport transfers, pre-arranged entertainment, local transportation, or directions.
  •  Staff asked which email address they would like to use to send the reservation confirmation.
  •  Booking Confirmation was received at the 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 the guest requested this).
  •  The staff was pleasant, and courteous, and did not seem rushed throughout the conversation.
  •  The conversation ended with an authentic and memorable farewell comment, the guest was thanked. 
  •  The speed of the booking process was adapted to the environment and the needs of the guest.

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Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

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