Reservations Flashcards
To ensure that all Reservations agents understand the LQA (Leading Quality Assurance) standards.
When a Guest calls the Reservations Agent, the phone should be answered in how many rings?
Five rings,
Four rings,
Three rings,
Two rings
3 rings or 10 seconds
When you answer the phone, the Reservations Agent should first…
Provide an appropriate greeting.
Example: Thank you for calling/contacting, the One&Only Desaru Coast Reservations team, this is Albert Weise, how may I assist you?
When you ask for reservation dates, what two things do you need?
Arrival date and number of nights.
Do you need to verify the number of people in the party?
Yes, this will ensure that you recommend the correct room types to fit the needs of the Guest.
Why is it important for you to ask if the Guest has stayed with the Resort before? (list 5 reasons)
- To welcome them back.
- To make the reservation process easier for the Guest.
- To show we care about our Guests and especially repeat Guest.
- Allows you to identify any Guest’s preferences.
- Allows you to emotionally connect with the Guest by showing we keep important details.
How do you connect with Guests emotionally during a reservation call? (List 3 ways)
- You listen to them.
- You customize your recommendations based on their requests.
- You are able to repeat to guests what they have told you.
The Reservation Agent’s level of English should be…
Adequate to be fully understood.
Should the booking reference be offered during the call?
- Yes,
- No,
- Only if the caller request one,
- Not necessary, as the booking reference number will be sent with written confirmation
- Yes - you may offer verbally and also to email their booking reference number.
As a Reservation Agent, you should engage with people in a ________, __________, and _________ manner.
As a Reservation Agent, you should engage with people in a natural, friendly, and interested manner.
How often should you use the Guest’s name during an interaction?
There is not a standard on the number of times you should use the Guest’s name. It should be done discreetly without overusing it. We should never ask Guests for their room number - they are more than a “number”.
As a Reservations Agent, you should display _ ____ _____ __ __________ and _________ in your role.
As a Reservations Agent, you should display a high level of confidence and knowledge in your role.
When should you clarify the spelling of the Guests’ name?
- Never, in order not to upset the Guest,
- Just assume you understood correctly,
- When you are unsure.
When you are unsure.
What elements of the rate should be advised?
- The meal plan only,
- Any additional fees,
- The currency quoted.
Any additional fees.
What should you do if the requested dates are not available?
- Apologize and wait for Guest to suggest different dates,
- Proactively propose alternative dates,
- Inform the Guest that there are no available rooms for the date he/she requires.
Proactively propose alternative dates. You may also apologize to the guest and then propose alternative dates.
What Guest details should you obtain during the reservation call?
- Email address, telephone number and mailing address,
- Email address only,
- Email address and telephone number.
Email address and telephone number are required.
Note: If the guest has stayed with us before, you should be able to access their details in the system. Never disclose the details but you may ask the Guest to verify their details.
To actively listen on a call, a Reservation Agent should…
- Refrain from interrupting the Guest,
- Ensure there is no background noise that would interfere,
- Respond to the Guest’s request and tie back to information given (celebration of birthday, anniversary, etc.)
- All of the above
All of the above.
If we listen to the Guest and provide them with custom offering based on their individual needs, we are showing we listened, care about them, and value them.
What is the maximum amount of time you can put someone on hold?
- Fifteen seconds,
- Thirty seconds,
- The equivalent of three rings,
- Forty seconds
Thirty seconds,
Note: If the hold time is going to be longer, the Reservation Agent should offer the Guest a return phone call, i.e., call back option.
What other reservations should be promoted during the call?
- Spa booking,
- Restaurant booking,
- Golf booking,
- Assistance with any bookings.
Assistance with any bookings.
At the end of every interaction, the Colleague should…
- Thank the Guest,
- Offer their name for any further assistance required,
- Offer a sincere farewell and show appreciation.
Offer a sincere farewell and show appreciation. This shows to our Guest we care.
Service should be…
- Consistently applied to every Guest,
- Intuitive and adapted to meet each Guest’s exact needs,
- Reactive to each Guest’s needs
Intuitive and adapted to meet each Guest’s exact needs.
Colleagues should be ____ _______ and ______ _________.
Colleagues should be well groomed and neatly presented.
Colleagues should engage with people in a _______, _______, and _______ _____.
Colleagues should engage with people in a natural, friendly, and interested manner.
Colleagues should use the guest’s name __________ without _________ it.
Colleagues should use the guest’s name discreetly without overusing it.
Colleagues should collaborate seamlessly, ensuring service is _________, ____________, and ___-________.
Collaborate seamlessly, ensuring service is organized, professional, and non-intrusive.
Note: Ensure to connect various departments with the guest’s request, feedback, and purpose of visit. This demonstrates to our Guests that we listened to them and communicate across the Resort. The small details create Amazing Experiences and Everlasting Memories™.
If a Guest has stayed with us before we should…
- Welcome them back,
- Access their details in the Property Management System,
- Verify their email address and phone number,
- Identify any preferences that Guest may have,
- All of the above.
All of the above.
Note: you should never give the Guest’s details out but you may ask them to verify the phone number and email address to ensure you have accessed the correct Guest’s details.
What question could you ask to establish the purpose of the Guest’s visit?
Are you celebrating any special occasion during your visit?
Why should we establish the purpose of the Guest’s visit?
To ensure we provide them with alternative solutions to ensure that we create Amazing Experiences and Everlasting Memories™.
It allows us to celebrate life with our Guests.
Example: If a Guest is celebrating a big birthday, we may want to:
- Offer to make a reservation in the private dining area on their special night,
- Notify the F&B team so they can do a special welcome gift in the Guest’s room,
- Have the General Manager and/or Executive Team do a Birthday Card celebrating the Guest’s Birthday.
How many room selections should be offered to the Guest?
Offer at least two options, the options should be based on number of Guests and any special request the Guest has made. Example: We have a supervisor room with a view at €2.000 per night, we also have deluxe rooms with a view at €2,500 per night.
- State the benefits of the room type. (example: The superior room which overlooks the Resort’s infinity pool which will allow you to grab some quick sun during the day or to admire the water from your room while you relax. The deluxe room with a view has a private plunge pool and has direct access to the beach. This will allow you privacy inside your courtyard or on the beach while you enjoy our beautiful weather.
- Clearly state the room rate and what it includes (e.g., inclusive of breakfast, VAT, parking, etc.)
As a Reservations Agent, you should verify the _-____ ______ and _____ ______.
As a Reservations Agent, you should verify the e-mail address and phone number.
When a Guest makes a reservation, you should…(select the best answer)
- establish the purpose of visit,
- offer two room selections,
- inform the Guest of the Resort’s smoking policy (smoking free, etc.),
- verify room preference (single, two-double beds, king sized, etc.),
- confirm the Guest’s email address and phone number,
- notify the Guest of the Resort’s cancellation and deposit policy,
- get the Guest’s credit card details to confirm the reservation,
- offer assistance with any additional bookings,
- repeat and confirm all reservation details,
- offer the confirmation number for the reservation,
- thank the Guest and offer assistance with any additional bookings,
- offer warm, enticing comment regarding forthcoming stay,
- all of the above.
All of these should be done.
True or False.
You should ask the Guest for their estimated time of arrival and advise them of check-in time.
True. This allows us to set clear expectations with the Guests. The Guest may request to check in early and if the room is ready, we should make every attempt to accommodate the Guests.
If the Resort is in a peak period, you may offer to reserve the room for the night prior to their arrival to ensure they can access the room when they arrive. The normal room rates would apply if the Guest decides to take that option.
At a minimum, when the Guest arrives, the Front Desk should offer to store the Guest’s luggage, provide them with access to the Resort’s facilities (gym, WIFI, restaurants, bars, spa, etc.). Keep the guest updated on the availability of their room.
True or False.
You should offer to book transportation for the guest?
True. This allows us to provide a higher level of service from the time the Guest arrives in our city.
What would you say to thank the guest and offer further assistance?
Something like:
Thank you Mr. Smith, my name is George, if there is anything additional I may assist you with, please don’t hesitate to contact me.
Note: We do not want this to sound scripted but say it in a way that is genuine to you and still shows we are thankful for the Guest’s business and we here to support any assistance they may require.
What could you say to offer a warm comment regarding the Guest’s upcoming visit?
Thank you so much Mrs. Adams, and we look forward to your visit at the One&Only Le Saint Geran.
Note: if you can tie back to purpose of stay, it shows that you have listened to the Guest.
Example: Thank you Mr. Smith, we are excited to welcome you to the One&Only Le Saint Geran and helping you celebrate your anniversary.
Note: make sure to enter the special occasion in the system and create a seamless service delivery for the guest.
