MAKING RESERVATIONS ON TELEPHONE (SOP)

Steps You Should Follow

Step-1: Answer the telephone within 3 rings.

Step-2: Greet the guest properly. “Good morning, thank you for calling Grand Hotel. My name is Jhullia
How can I help you today?”

Step-3: In this stage, be sure about the name and when guest wants to check in and check out. Try to
understand this conversation:

Guest: “I want to make a reservation”

Agent: Ok Ma’am. How should I address you?

Guest: I am Carla Cabantog.

Agent: Ok Ms. Carla, are you our priority Club Member?

(Ask to ensure about guest) Or

“Did you stay here before?”

(If guest says yes then ask following question)

“May I have your previous check in & check out date, please?”

(Ask this question to know what price was offered before and what is guest preference and other
information related to that guest)

Step-4: After confirming about guest proceed to the next level. In this case, first look for room inventory.
You may either find any vacant room or no room for sale. Now, follow these steps in those cases.

If you don’t find any room Available:

Agent: I am terribly sorry, Ma’am Cabantog. All our rooms are booked on March 08 date. If you wish,
then I can put your reservation on waiting list or would you like me to recommend another hotel?

Now if guest want his reservation to be put on waiting list, then take full details about the guest and give
him a reservation confirmation number.

If you find a room Available:

Now your approach will be to know which room will best match with guest. Follow these steps:

Agent: OK, Ma’am Cabantog, will you travel alone or not?

(As an agent your duty is to recommend such room which match with guest. If guest travel with family,
then you cannot recommend him a single room and on the other hand if he comes with a family or
friends then you should look for family room or others which is for more than 1 person. Read our Room
Types tutorial for clear concept.)
Agent: Ma’am Cabantog, currently we have deluxe room, suite, and studio room to accommodate your
family.

(If you have different types of rooms vacant then give some options to guest.)

Step-5: Try to highlight different features of each type of rooms and their price. If there any is any
discounted offer, offer it. Be ready all the time for up selling.

Step-6: Make reservation properly. First be sure about guest name.

Agent: How should I spell your name maam?

Guest: It is C-a-r-l-a Carla and Then C-a-b-a-n-t-o-g Cabantog

Agent: Is it C-a-r-l-a Then C-a-b-a-n-t-o-g?

Guest: Yes, you are right. Then politely request him for guaranteed booking.

Agent: Ma’am Cabantog as you know our hotel is a busy hotel. So, I would like to recommend you
guarantee your booking as we have very high occupancy rate, you know.

Step-7: Explain your procedure for guaranteed reservation.

Agent: Ma’am Cabantog I just make your reservation guaranteed. This will ensure your booking. Now, if
you do not come on XXX date, without informing us then one night room rate will be charged from your
credit card as penalty. But if you like to change your reservation then you must inform us 24 hours in
advance. I guess you understand our policy.

Step-8: Get contact details.

Agent: May I have your contact number and address, please.

Step-9: Offer more services to your guest.

Agent: Ma’am Cabantog we are offering more for our guest. Would you like us to arrange pick up
service for you in the airport?

Guest: Yes, that’s great.

Agent: OK ma’am. For transportation facility, both fax or telephone and credit card guarantees are
required. Once we received confirmation from you, our concierge will contact you and make all the
arrangements.

Step-10: Now you will approach to close the selling. Repeat all required information to be sure that you
have made proper reservation.

Agent: So,. Ma’am Cabantog now I am going to repeat your reservation details. You like to be checking
in on Grand Hotel and you’re checking out date is March 8. You preferred non-smoking, twin-bedded
supreme room for you and your family. Room rent is XXX US$ per night which included
complimentary breakfast. You also pay in advanced for transportation service. Your confirmation
number is 023-498”

Guest: Yes, you are right.

Step-11: Thanks, the guest for his calling and finish the conversation.

Agent: Thankyou Ma’am Cabantog, for choosing XXX hotel. Certainly, you take the right decision. So,
Ma’am Cabantog see you on Grand Hotel. Have a nice day!

MAKING RESERVATIONS

Receptionist: Good morning. Welcome to The Grand Hotel.

Client: Hi, good morning. I'd like to make a reservation for the third weekend in
September.
R: Yes ma’am, may I know the specific date for the reservation?
C: I would like to reserve a room for March 5
R: How long will you be staying?
C: I'll be staying for 3 days.
R: How many people is the reservation for?
C: There will be two of us.
R: And what type of room do you like to reserve ma’am?
C: A double bed with aircon and other facilities please.
R: Great. Just give me a minute ma’am, let me check first.

After a few seconds

R: Thank you for patience ma’am. Yes, a few double-bedded rooms are available
on March 5. Would you prefer to have a room with a view of the ocean?
C: If that type of room is available, I would love to have an ocean view. What's the
rate for the room?
R: Your room is five hundred and ninety dollars per night. Including taxes with
complementary breakfast at our restaurant. Now what name will the reservation
be listed under?
C: Carla Cabantog
R: Could you spell your last name for me, please?
C: Sure. Its C-a-r-l-a then C-a-b-a-n-t-o-g
R: Alright ma’am, may I have your address please? And is there a phone number
where you can be contacted?
C: Sure, 124 Mercado St. Plaridel Malolos Bulacan and my cell phone number is
555-26386.
R: I repeat its 555-26386 Great. Now I'll need your credit card information to
reserve the room for you. What type of card is it?
C: Yes definitely. Visa. The number is 987654321.
R: Now what do you prefer to pay ma’am? Is it Cash or credit card and what is the
name of the cardholder?
C: I would like to pay thru credit card. The number is 9345678, Carla Cabantog.
R: Alright, Ma’am Cabantog, your reservation has been made for the March 5 for
a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you
have any other questions, please do not hesitate to call us.
C: Great, thank you so much.
R: My pleasure. We'll see you in March, Ma’am Cabantog. Have a nice day.

Checking-In

Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help
you?
Guest: I have a reservation for today. It's under the name of Carla Cabantog.
Hotel: Can you please spell that for me, ma’am?
Guest: Sure. Its C-a-r-l-a C-a-b-a-n-t-o-g.
Hotel: Yes, Ma’am Cabantog, we've reserved a double room for you with a view of
the ocean for two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just
sign the receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five-star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the
company's dime. What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use
of the hotel's safe are all included.
Guest: So, what's not included in the price?
Hotel: Well, you will find a mini bar in your room. Use of it will be charged to your
account. Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the
right up to the fourth floor. Turn left once you exit the elevator, and your room will
be on the left-hand side. A bellboy will bring your bags up shortly.
Guest: Great. Thanks.
Hotel: Should you have any questions or requests, please dial 'O' from your room.
Also, there is internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?
Hotel: At midday, ma’am.
Guest: Ok, thanks.
Hotel: My pleasure, ma’am. Have a wonderful stay at the Grand Hotel.

Check-out / Getting to the airport

Hotel: Good day ma’am, how can I help you? Did you enjoy your stay with us?
Guest: Yes please. I would like to check out.
Hotel: sure madam. Did you enjoy your stay with us?
Guest: Yes!
Hotel: May I ask your name and room number, ma’am?
Guest: Carla Cabantog, room 487.
Hotel: Have you used any service here ma’am?
Guest: No, not at all.
Hotel: Ok madam here is your bill now. For 2 nights you have been charge for 500
and 90 pesos. The bill comes 590 pesos. How would you like to pay for that?
Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my
company.
Hotel: Absolutely. Here we are ma’am. If you like you can leave your bags with the
porter and he can load them onto the shuttle for you when it arrives.
Guest: That would be great thank you.
Hotel: Would you like to sign the hotel guestbook too while you wait?
Guest: Sure, I had a really good stay here and I'll tell other people to come here.
Hotel: That's good to hear. Thank you again for staying at The Grand Hotel.