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
Details of the booking are _______ for confirmation
repeated
A confirmation number is offered
xxx
Confirmation is offered and received within ________
of the call
24 hours
Confirmation email is _____
accurate
The guest is fully prepared for their stay after the
call, and they look forward to their visit with positive
anticipation
xxx
Cross-departmental channels of communication
among staff are consistent and complete
xxx
The service is handled without excessive ______ or ________
delays or interruptions
An online hotel booking engine or mobile application
is available
xxx
The booking engine is convenient and guides the
guest through the booking process
xxx
Date and room type selections are clear and
immediately show rates and availability
xxx
_____________ and ______ are clearly and
conveniently described during the online booking
process
Rate types and inclusions
Online room descriptions are helpful, with _____________ included
accurate photos
It is possible to make __________ and/or
additional arrangements through the _____ booking
engine
special requests; online
The ______ and _______ policy is clearly
explained _____ the booking is processed online
deposit and cancellation; before
For online bookings, confirmation is ________
immediate
