FOOM- Finals Quiz 1 Flashcards
the most important visitor on our premises. He is not dependent on us.
customer
T/F: We are independent from our customers.
F (independent- dependent)
He is not an interruption in our work. He is the purpose of it. He is not an outsider on our business.
customer
T/F: Customers are the purpose of our work. They are an outsider on our business.
F (an outsider- not an outsider)
play a vital role in presenting a strong customer service front.
reservation personnel
the first point of contact for guests, whether that is over the telephone, in person or by mail.
reservation staff
the ___ established by reservation staff at this stage is very important.
rapport
examples of common accommodation amrkets:
- holiday makers
- business travelers
- families
- honeymooners
- groups
- backpackers
Traits needed to prosper in reservation field:
- provide timely service
- be approachable
- listen to customers
- provide security
- provide honest info
responsibilities of reservation team:
- sell core accommodation products
- forecast demand
- manage occupancy
- establish rates
- create promotional plans
You may receive an inquiry in different ways:
- phone
- walk-in clients
- letter
Always answer the call by stating the following:
- time of day
- department
- name
- offer assistance
info needed to determine availability:
- date of stay
- no. of people
- reason of visit (corporate/ leisure)
this is important to help you choose what suits your potential client well and to offer what is best for them at a reasonable price.
determine availability
reservation process:
- receive the inquiry
- determine availability
- explain and sell
- record information
- confirm details
It is important for the client to clearly understand what you are selling them based from the details they have provided earlier to elude future conflicts especially during check-in or in their stay.
explaining and selling
Make sure to obtain all necessary details again this will help to elude future confusion and problems.
recording information
info needed to record:
- arrival date
- departure date
- room type
- room price
- full name of guest
- `contact number
info needed to confirm details:
- occupant’s name
- requested dates
- room type
- room price
- MOP
- special request
Before you end your conversation with your guest make sure to always reconfirm details to verify if you got the right details and both of you agreed especially the guest of their booking.
confirming details
