Purpose : Able to
handle room request based on guest need
: Staff able to handle the booking
with professional
Preparation : Know our hotel product knowledge,
facilities, unique selling point, procedures ect.
Example : room rate,
differences of the room type, room benefit, hotel facilities, children policies
Procedure hotel:
check in – check out time additional late check out, and children policy
Reservation Steps
1. Customer
relationship (Getting to know the customer and their requirements)
2. Selling technique
(Making sound commercial proposal to the customer according to the guest
requirement to secure their commitment)
3. Process (Applying
policies and procedure relevant to the booking.
4. Repeat
5. Farewell
1.
Customer Relationship
-
Pick up the telephone not more than 3
ringing
-
Greetings, good
morning/afternoon/evening, favehotel Tuban, your name
-
Asking caller name
-
Asking if this is for business or
holiday (for segmentation and able to inform the exiting place in or near our hotel)
-
Asking from company / travel agent /
individual booking. If company, please inform to find out maybe we have special
corporate rate.
-
Asking is the booking for the caller
or for the other guest. If for the guest, please ask the guest name.
-
Asking if already stay before at
favehotel Tuban. (we can check the data before)
-
Asking for check in and check out
date
-
Asking for how many adults and
children will be staying. (to inform the children policy and benefit)
-
Asking how many room
-
Asking king size bed or twin bed
-
Inform that our room is non smoking
2.
Selling Technics (make a commercial
proposal: room type, use knowledge unique selling point, bedding configuration,
currency, )
-
Offering minimum 2 room type
-
Inform minimum 3 facilities in the
room
-
Inform the room rate include
breakfast or not
-
Inform completely the value of the
tax and service charge
-
Asking the guest to choose which room
type based on their needs
-
Do not forget to say thank you and
inform the guest to continue we make the reservation.
3.
Process and Documentation (explain
hotel general sales condition)
-
Asking the phone and email address
-
Asking the term of payment
-
Inform the non guarantee reservation
procedures
-
Inform the guarantee reservation
procedures
-
Inform the cancelation procedures
-
Asking arrival time of the guest (to
inform early check in procedure include early check in additional charge)
-
Offering transportation pick up in
the airport
-
Asking guest if she need to know
information about our hotel
4.
Repeat (To make sure if every booking
detail is right)
-
Repeat name of the guest
-
Repeat arrival and departure date
-
Repeat room type, how many room,
special request ex: king size / twin ect
-
Repeat room rate
-
Asking to guest if all the data is
right or not
-
Give confirmation number
-
Offering to send the confirmation by
email to guest
-
Offering if is there anything else we
can do
5.
Farewell
Thank
you for calling favehotel Tuban, we are looking forward to welcoming you at
favehotel Tuban
