Reservation Service Standards Flashcards
Telephone conversation is _____ and ______
calm and clear
The guest is always asked _______ before being
placed _______
permission; on hold
No telephone hold longer than ________ without
offering call-back
30 seconds
Staff is highly articulate and avoids ______ and
excessive use of __________
slang; phrase-fragments
Staff is polite and maintains a _______ and
_________ throughout the interaction
gracious tone; appropriate pace
Staff exhibits a genuine sense of _______ and ______
for the guest
interest and concern
Staff leads the conversation and is thoughtful and
intuitive, demonstrating _______ service when
appropriate and helpful
anticipatory
The guest’s name is used naturally as a signal of
_______
recognition
Reservationist specifically thanks the guest for the
booking and closes the interaction with a ______ and _________ remark
polite and
appropriate
The guest is offered a choice of _________ and ______ when available and/or appropriate
room rates and types
Reservationist can readily describe the various
physical elements in the guest room
xxx
Reservationist can describe _________ and
______ with clarity
hotel facilities; procedures
Reservationist can effectively provide _______ and/or ______________ and their associated costs
directions and/
or transportation options
Reservationist clearly explains ________ and _________ policies and any _____ charges
deposit and cancellation; penalty
Reservationist offers hotel services, such as
transportation service, dinner or spa reservations
xxx
