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Policies and Procedures

Effectivity Date : Jan. 1, 2015

Department : Sales & Marketing
Section : Reservation
Policy No. : SM.R-001

Subject : CUSTOMER RELATIONS

POLICY STATEMENT:

It is the policy of this operation to establish standards and guidelines for Customer Relations that will project a professional and
efficient sales and reservations force.

THE IMAGE
In telephone contact, the tone of voice is the only thing a person has to go by. Consequently, it becomes the cornerstone on which
effective phone communication is built.

The caller will use your tone of voice and your words to form an IMAGE of the Hotel as you talk with
each other. To the caller, at that moment, YOU ARE THE HOTEL.

THE VOICE
What is it in a voice tone and your words that we should cultivate and what should we avoid? How do we learn to recognize the
acceptable and superior voice qualities? The voice tone we use when talking to other people is a reflection of our emotional state.
Things we THINK and FEEL have a direct bearing on how we talk. By controlling our thoughts and emotions, we can also control our
tone of voice. When talking on the telephone, this becomes much more important that when talking with a person face to
face. When you are talking with a person, you can watch that person’s facial expressions and gestures. By doing so, you can
often detect reasons for changes in voice tone. On the telephone you have no such benefit. Every interpretation of a change in voice
tone is left up to the imagination of the receiver.

SAYING THE RIGHT WORDS

Words have a great impact on people. This is especially true when talking on the telephone. Since you cannot see the other party,
well-chosen words and a pleasant voice are the only means you have to favorably impress the caller. Choosing the right words is
sometimes a difficult thing to do.

To make it easier for reservations officer to choose proper wording, phrases for many of the frequently occurring situations
have been standardized as listed below:

OPENING PHRASE: “Thank you for calling Golden Phoenix Hotels, good morning, how may I help you?

WHEN INFORMATION IS REQUESTED:

Phrase: “Just a moment please, I’ll check for you.”

If the checking takes longer than 20 seconds:

Phrase: “Just a moment please, I’m still checking.”:

PUTTING SOMEONE ON HOLD:

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Phrase: “Could you please wait for a moment while I put you on hold?”
When returning:
Phrase: “Thank you for waiting.”

WHEN QUOTING RATES:

Quote rates from high to low.
Quote first two available categories only at published/rack rates, saying:
Phrase: “I can confirm a deluxe room for you with a king sized bed at (state rate) or with two queen sized beds. Both rooms are of the
same rate, which do you prefer?

WHEN TRANSFERRING A CALL TO A DIFFERENT EXTENSION:

Phrase: “I’ll transfer your call to __________, one moment please.”

WHEN THE CALLER WANTS FOR A CHEAPER RATE:

Phrase: “Just a moment while I check for you.”
Quote the same category at a local resident or promotional rate.
Phrase: “I have a deluxe room room available at (state rate) at the back part of the hotel. Would that be satisfactory? If caller does not
ask for a cheaper rate but is about to hang up because the rates are too high:
Phrase: “Would you like me to check for a lower priced room at the hotel for you?”

WHEN SPECIAL OR DISCOUNT RATES NOT AVAILABLE:

Phrase: “Sir/Ma’am, discount is not available for those dates.”

WHEN HOTEL IS CLOSED TO ARRIVAL:

Phrase: “Sir/Ma’am, the hotel is closed to arrivals on that date. I would be happy to offer you
__________.”

WHEN ENDING A CONVERSATION:

Information call: “Thank you for calling Golden Phoenix Hotels ______.”
Guest Booking: “Thank you for staying at Golden Phoenix Hotels ________.”
TA Booking: “Thank you for selling Golden Phoenix Hotels __________.”

WHEN ADVISING OF DEPOSIT REQUIREMENTS:

Phrase: “To guarantee your reservation, we require a one-night deposit at least one (1) week
before arrival. Otherwise, we will be holding the room until 6PM only.”

WHEN BOOKING NON-GUARANTEED RESERVATION:

Phrase: “We will hold your room until 6PM of the day of arrival.”

WORDS TO AVOID:
ONLY “Only” is a negative word that portrays compromise or something undesired.
Don’t say, I can ONLY give you a _________ room.”

NOT OFFERED Don’t say: “The hotel is NOT OFFERING a TA discount.”

Say: “The TA discount rate is not available for those dates.”

NEGATIVE WORDS: Avoid any words or phrases that might produce a NEGATIVE reaction or image
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in the caller’s mind.

THINK POSITIVELY.

SPEAK POSITIVELY.
Hello When returning to a customer after having them on hold, Or I am back Say: “Thank you for waiting, Ms. Doe.”(Use the
customer’s name when possible.)