1) Pick up the call in 3 rings ( current industry standard )
2) Smile on the phone (guest can hear you smile)
3) Good Morning this is (Mention your hotel name)how may I help you.
“Wait for guest’s response.”
5) With pleasure.
6) Could I request you for your name and number please
“Wait for guest’s response.” ( And note down all details on the reservation form.)
7) Could I have the arrival and departure dates please
“Tell the guest the available room categories in your hotel”
8) Mr. Guest name. We have 3 categories of rooms available.
Executive Suite the tariff for the same will be ( Room rate + Taxes / All Inc )
Deluxe Suite the tariff for the same will be ( Room rate + Taxes / All Inc )
Deluxe King the tariff for the same will be ( Room rate + Taxes / All Inc )
Standard Twin the tariff for the same will be ( Room rate + Taxes / All Inc )
9) While I check the availability allow me to explain the facilities of the hotel
(explain the facilities in your hotel – Usually main 3 or 4 facilities of the hotel)
Eg: We have a 24 hour coffee shop where the complimentary breakfast is served, a fitness center with Sauna and Steam.
10) We do have rooms available.
“ Mention the categories which are available during this period”
11) Could I have the name of the guest for whom the reservation has to be made
12) Could I have the arrival and the departure details
13) Would Mr. / Ms. be needing an airport pick up
“Inform about the sharing and charges”
14) Mr./ Ms. The airport pickup will be complimentary and on sharing basis, the car will be shared by a maximum of 3 guests
“ Note down any special requirement like size of the bed etc”
15) How would the guest be settling the bill
Card / cash: I would need the CC details in order for me to confirm the booking
Bill to Company or On Credit : I would need a letter from the company in order to confirm the booking
“ if the caller says the guest is paying by cash , then still insist on CC details or cash advance” the booking is not confirmed unless guaranteed”
“Repeat the reservation with the confirmation number”
16) Thank you for calling ( Mention your hotel name) , Have a nice day
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