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  • 02 MDS - Reservations

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    Ayan Mitra
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    This document provides guidelines for staff at The Park hotels' Reservations departments when interacting with callers. It includes greeting the caller with name and department, using the caller's last name twice during the call, not putting callers on hold for more than 30 minutes, determining the guest's needs and room preferences, confirming billing and payment details, providing a confirmation number, and completing the reservations process within 10 minutes. The goal is to help the caller, upsell room features when appropriate, and give the impression that the hotel looks forward to the guest's arrival.

    Original Description:

    RESERVATION

    Original Title

    02 MdS - Reservations

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    This document provides guidelines for staff at The Park hotels' Reservations departments when interacting with callers. It includes greeting the caller with name and department, using the caller's last name twice during the call, not putting callers on hold for more than 30 minutes, determining the guest's needs and room preferences, confirming billing and payment details, providing a confirmation number, and completing the reservations process within 10 minutes. The goal is to help the caller, upsell room features when appropriate, and give the impression that the hotel looks forward to the guest's arrival.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    13 views1 page

    02 MDS - Reservations

    Uploaded by

    Ayan Mitra
    This document provides guidelines for staff at The Park hotels' Reservations departments when interacting with callers. It includes greeting the caller with name and department, using the caller's last name twice during the call, not putting callers on hold for more than 30 minutes, determining the guest's needs and room preferences, confirming billing and payment details, providing a confirmation number, and completing the reservations process within 10 minutes. The goal is to help the caller, upsell room features when appropriate, and give the impression that the hotel looks forward to the guest's arrival.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    Reservations

    1. Greeting includes department name, staff name and offer of help. E.g.
    “Good morning, Reservations, speaking! How may I help you?”
    Name of team
    member
    (This shall be utilized by The Park hotels at Bangalore and Kolkata)

    “ , Reservations, speaking! How may I help you?”


    Local greeting Name of team
    member
    (This shall be utilized by The Park hotels at Chennai, Hyderabad, Navi Mumbai, New Delhi and Visakhapatnam)

    2. Use callers’ last name twice immediately after collecting it and evenly throughout, but not in
    excess
    3. Callers not to be put on hold for more than 30 seconds
    4. Determine guest needs and appropriate rate by asking relevant questions
    5. Offer information on room categories and features and attempt to upsell without being pushy
    6. Ascertain requirements of airport pickup and any other special requests
    7. Ascertain and confirm billing details and mode of settlement
    8. Offer information on hotel facilities, terms and conditions of use
    9. Advise the caller on confirmation number unprompted or offer to send via email after repeating
    all details
    10. Complete Reservations process within 10 minutes and attempt to impress upon the caller that
    the Hotel is eagerly awaiting the guests’ arrival

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