Reservation Standard Checklist For Booking Enquiry

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.
Telephone Service
Standard for
Operators
 All Calls were answered within 3 rings, every time.
 External greetings included: name of operator and an offer of assistance.
 Operators spoke in a clear tone with an entertaining smile in their voice, never
sounded too rushed to be of help.
 Callers were allowed to speak and not interrupted.
 In case of internal guest calls operators used guest name at least one time.
 Operators waited for the caller to hang up first to ensure that the call was
complete.
 Operator asked Permission to place call on hold, and operator waited for
confirmation from guest / caller.
 Placed on hold for not more than 30 seconds, in case of extending confirmation
was asked.
 Callers were informed that they would be transferred and destination of transfer
was verified before transfer.
 Proper telephone etiquette was used while transferring calls.
 Operators verified guest name before contacting room when only room number
was given.
 Operators never released room number or name to callers.
 Operator offered to take message and repeated details with complete accuracy.

 Messages delivered within 30 minutes; content was complete, accurate and
legible.
 Operator was the last to speak, confirmed transfer, offered thanks or offer of
additional assistance.
 When wake up calls were requested, the following information was obtained:

Name, room number, time, date and day.
 A second reminder call was always offered. (Generally, a 15 minute reminder call
is given)
 Wake up call information was reconfirmed and also offered for coffee, tea,
breakfast service.
 Wake up calls entered on EPBX or PMS within 5 minutes after the request.
 Wake up call was personalised and included time of the day, outside temperature
and weather and wish of a pleasant day.
 Operator, offered additional assistance after providing wake-up call.

Reservation Standard Checklist For Booking Enquiry

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Reservation Standard Checklist For Booking Enquiry

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What details are checked during a hotel reservation call?

What telephone etiquette is expected of hotel operators?

Reservation

 The guest name was requested and used at least one time.

 External greetings included: name of operator and an offer of assistance.

 Callers were allowed to speak and not interrupted.

 In case of internal guest calls operators used guest name at least one time.

 Proper telephone etiquette was used while transferring calls.

 Operators never released room number or name to callers.

 Operator offered to take message and repeated details with complete accuracy.

 When wake up calls were requested, the following information was obtained:

 Wake up calls entered on EPBX or PMS within 5 minutes after the request.

 Operator, offered additional assistance after providing wake-up call.

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