RECORD

DETAILS OF
RESERVATION
 Taking
Reservation
Details
How to use the guest
history system?
3
 General steps on how to use
the guest history system

• Access the guest history 4

system on the computer

when taking
reservations.
 General steps on how to use
the guest history system

• Use guest history to 5

personalize service
 General steps on how to use
the guest history system

• Always exercise caution

6

in using guest profile

Processing Reservation Records

1. Input the 7

reservation
information on the
reservation record.
 Processing Reservation Records

2. Guarantee the 8

reservation.
3. Confirm and enter
the method of the
guarantee
 Processing Reservation Records

4. Repeat the details of 9

the reservation
5. Give confirmation
number
 Processing Reservation Records

6. Enter the 10

reservationist

7. Thank the guest

Sample telephone
verbiage for taking 11

reservations.
“This is room
reservations, my
name is
(reservationist’s
name) and I will
12

be taking your
reservations
(guest name)
“May I have your
name?” or “May I
have the name of 13

the person you are

booking for?
“May I have your
arrival date Mr. 14

Smith?”
“How many
nights would you 15

be staying Mr.
Smith?
“How many
rooms would you 16

be needing Mr.
Smith?”
“Do you have any
company 17

affiliation Mr.
Smith?”
“We do have an
Executive De Luxe
Room available on
the 28th of August 18

Mr. Smith for $230

exclusive of service
charge and taxes.”
“The rate is inclusive of full
buffet breakfast; pre-dinner
cocktails; complimentary 5
pieces of laundry every day,
roundtrip airport transfers, 19

local calls, and the use of the

facilities like the gym,
swimming pool and outdoor
jacuzzi.”
Multiple scenarios in
availability:
If the caller has no company affiliation but is a returning
guest, check his history in the system. Offer the same
20
package if it is still valid but upsell to higher room
category.
“Mr. Smith, the package you availed is still valid but you
are very fortunate because we have an available
Superior De Luxe on September 9 and this room is more
spacious and has larger windows and a fantastic view.”
Multiple scenarios in
availability:
If the package is no longer available,
offer existing package. 21

“Mr. Smith, the package you availed

on your last stay is not valid anymore.
However, we are offering you another
exciting package.”
Multiple scenarios in
availability:

22

“Mr. Smith, may we know what budget

are you looking at for this stay?”
Multiple scenarios in
availability:
If the room is not available:
“We don’t have any available 23

Executive room on the 28th of

August Mr. Smith. Would you like me
to book you to a Superior Room
instead?
Multiple scenarios in
availability:

If the room is available 24

“Would you like me to make a

reservation for you Mr. Smith?”
Obtain other reservation details
including:

 Smoking or non-smoking room 25

“Mr. Smith would this be smoking

or non-smoking room?”
Obtain other reservation details
including:
 Type of room
“Mr. Smith would this be a king
26

size or twin size bed?”

Obtain other reservation details
including:
 Time of arrival
“Mr. Smith may I know your
27

estimated time of arrival?”

Obtain other reservation details
including:

28

Mode of Payment
Obtain other reservation details
including:

Flight details and transportation 29

requirements of the guest

Obtain other reservation details
including:

Special request 30
Obtain other reservation details
including:

Recap the details 31

Obtain other reservation details
including:

Offer to send a faxed 32

confirmation letter to guest

Obtain other reservation details
including:

Close and thank the caller 33

 Thank you for
listening!!
Have a good
Day!

34