TAKE A RESERVATION
OBJECTIVE:
Reception and Guest Relation teams should know how to take a Room Reservation when Reservation Department is closed
PROCEDURE:
When receive a phone call for Reservation, the GSA answers the phone politely as standard
“Good morning/afternoon/evening, Front Desk, (NAME)’s speaking. How may I assist you?”
When receive the request of taking a reservation, GSA should ask for the period of stay and number of rooms needed
“May I know your arrival and departure date request and how many rooms you need please?”
Then she should check on the PMS system for the room availability and inform the guest the available room categories
“On your request, we have …. (What kinds of rooms are available?)
Ask the guest what kind of room they want, suggest the promotion in the mean time
“What kind of room would you like to book Sir/Madam?”
“At the moment, our hotel has special promotion for ... (a kind of room) with very special price of… (listing out price, and special offers). Would you like to try this Sir/Madam?”
If the guest seems like he would like a luxury room, make the suggestion of the highest room category which is available
“We have the ... (room type) available with the room rate is…”
When the guest decide to book a room, the GSA starts to take reservation
Ask for the guest name
“May I have your name please Sir/ Madam”
Note down the name and suggest him to spell the name
“Could you spell it please?”
Ask for number of person who will stay
“May I know how many people will stay please?”
If guest says coming for honeymoon, anniversary, engagement, birthday… , offer wine, cake, flowers… or any kind of special set up service
“Would you like to set up a bottle of wine/ bouquet of roses/birthday cake… in the room upon your arrival, Mr/Ms…?”
If guest says coming with children, ask for the age of the children
“May I know how old your children are please”
If the child is under 12 and over 6, offer to set up an extra bed
“Mr/Ms…, would you like to set up an extra bed for your child?”
Then inform the price and the entitle of extra bed if they take.
“The extra bed will cost … $ per day including breakfast”
If the child shares the bed with his parents, inform the extra charge for breakfast
“If so you will only pay … $ per day for his breakfast”
If the child is a baby / infant, offer a baby cot set up for free
“Would you like to set up baby cot in your room, Mr/Ms..? This’s complimentary”
Offer transport service
“Would you like an airport pick-up Mr/Ms...”
If have, ask for flight information and how many people (for car)
“May I have your flight number and arrival time please?”
Inform the guest the price of transportation
“The pick-up fee is … $ per way for the … (how many seats) car/van”
Survey for any other special requests
“Anything else may I assist you Mr/Ms..?”
Repeat the information (guest name, number of rooms, room type, number of person, arrival & departure date, special requests)
“Mr/Ms… books for … (how many, type of room) room(s) from … (date) to ... (date), request for… (extra services)…. Is that correct Sir/Madam?”
Ask for the payment method
“May I know how would you like to settle your bill (accommodation and outgoing charge) later Sir/Madam?”
If the guest would like to pay by cash, politely ask for the advanced deposit of 1 room night by transferring to hotel bank account before the certain period is established by hotel
“Excuse me, please deposit in advanced for 1 room night (inform the amount) to our hotel bank account (give account number, bank, account holder) before… (date) to guarantee your reservation”
If guest would like to pay by credit card, offer to send an Authorization Form for charging 1 room night from his credit card in case of late cancellation or no show. Also ask guest to make a copy both side of guest’s credit card which they use for guarantee.
“We will send you the Authorization Form, please fill in the requested information, sign and send it back to us for guarantee your booking before… (date)”
“Also, could you please make a photocopy of both side of your credit card and attach with the Authorization Form?” (For safety purpose from hotel side)
Inform Cancellation and No Show Policies
“Please be aware that any cancellation must be within 72 hours before arrival date. If not full charge of the first night will be applied full as cancellation or no show”
Offer further assistance and confirm email
“Is there anything else I may assist you Mr/Ms..?”
“Could you please give me your email address so that we could send the Booking confirmation to you later?”
Thanks the guest, inform to send the Confirmation to him and wish to welcome him
“Thank you very much for your booking. We will send you the Confirmation via your email and see you on (date of arrival)”
Wait for the guest hangs up first, then hang up
Note down all the information to the Reservation Form, key in the system, sign and send to the guest, don’t forget to enclose the Authorization Form in case guest would pay by credit card
Follow up the booking with Reservation, Accounting for the guarantee
