RUTH &

CINTH
 RUTH & CINTH ARE BOTH
SIT UA TIO N S IN W H IC H WE
LET THE CUSTOMER KNOW WE
ARE N O T T HE HO TE L. BU T WE
DO N´T DO TH IS TH E S AM E W AY
WITH ONE OR ANOTHER.
Let´s meet our two friends!
 RUTH
ARE YOU THE HOTEL ?
THE CS DIRECTLY ASKS IF WE ARE THE HOTEL
 RUTH
REQUIRED FAQ´s
Are you/Is this the hotel?
Are you at the hotel?
Are you at the front desk?
Do you work for the hotel?
Are you with the hotel?
Is this the hotel’s reservations department?
Am I calling the hotel?
Is this the hotel’s phone number?
Am I talking with someone at the hotel?
Are you related/affiliated to the hotel?
 RUTH
We are only able to answer the previous questions
with the following verbatim script
"NO, YOU CALLED
RESERVATIONDESK.COM/
RESERVATIONCOUNTER.COM/
TRAVELPASS
AN INDEPENDENT TRAVEL AGENCY
WE MAKE RESERVATIONS FOR THIS HOTEL"
+ TRANSITIONAL STATEMENT
 C I N T H
CLARIFY I´M NOT THE HOTEL
THE CS INDIRECTLY SHOWS HE THINKS HE IS
TALKING TO THE HOTEL
 CINTH
First, we don´t need to say "Wait
ma´am! I´m not the hotel, this is a
third party!". But there are some
cases in which we must clarify we
are not the hotel because not to
would be misleading.
 CINTH
We don´t have to be afraid of telling
our customer who our brand is! As
long as we sound confident and
transition back to the sales process
step we left at, our CINTH will be
successful!
 CINTH
Here are some examples of customers letting us know they think
they´re talking to the hotel without asking it and next, we will see
some examples of answers in which we CINTH.
Does your hotel count with parking?
Can you help me with information about your
property?
Is there a spa there at your hotel?
We wanted to go to your place for our anniversary
this coming weekend.
 CINTH
- Does your hotel count with parking?
- As a ReservationDesk agent I can include the free
parking in your reservation so you don´t have to pay extra
for leaving your car there... + other feature and benefit
- Can you help me with information about your property?
- As a ReservationCounter agent I have all the
information about the amenities you need, first I will need
check in and check out dates... + probing
 CINTH
- Is there a spa there at your hotel?
- As Reservationdesk I have all the information about the
amenities, the spa for example has massage services and
sauna so you can have a relaxing time... + features and
benefits.
- I wanted to go to your place for our anniversary
this coming weekend.
- As a Travelpass agent I can assure you called the right
place to make your anniversary booking! I´ll be more than
happy to assist you...