STANDART HANDLING RESERVATION

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