1800 call centre presentation with survey suggestive-in hotel Industry

2.  We called in Marriott, Starwood Hotels, Taj, Calson & Sarovar.
 Conclusion :
a) I found that phone is picked up through systematic mode within 2 rings
,then they start giving the information regarding there
properties. (System Generated) (Same things translate in Hindi)
b) Press 1 for Existing booking/ cancel the booking.
c) Press 2 for other Information.
d) When I press 2. : My call was transfer to customer agent, and I was put
on hold. (Same things translate in Hindi.)
e) They have proper Information regarding the all properties of there
brand.
f) They have all the rates for the all hotels.
g) They have authority to give the discounts.
h) They can charge the credit/ debit card over the phone. “If any one is
not ready to give the card details, they will send you a link to charge the
card online and that link is approved with PCI compliance rules.”
i) Once you done with payment you will get the booking reference code
and booking voucher on your email.

6. Greetings
•Associate answer call in a welcoming
manner that exudes approachability. This
warm welcome should be genuine and
the associate should offer to assist the
guest with their specific needs. (Good
day, this is name, how can I get you
started today? / How may I assist you?)
•Example :
•Good morning, XXX speaking, how may I
assist you today? (Tone - Energetic,
upbeat & cheerful)]
•Be ready when you hear the whisper.
Branded Bridge
•What do we look for? Acknowledging the
pace of the call thus far and taking into
consideration the frame of mind and
where the guest is, the associate
confidently states what they CAN do for
the caller. This ownership statement
should be done in an optimistic tone (i.e. I
can, I will, I can definitely, Yes, Let me see
what I can do).
•Rephrase whenever caller does not
understand. Avoid jargons or slang like:
Singlish
•(Try getting caller/ guest’s name from the
start of the call.)
•Example:
•Most times, caller states details as soon as
they are being answered., we assure
guest: -
•“Sure, Certainly, I’ll arrange that for you!”
•"Let's see what I can do for you."
•"Let me see how best I can arrange…
(depending on business/ leisure)… for
you."
•"Since is a celebration ... (honeymoon,
birthday, engagement or spending time
with love ones or getaway)... let me see
how I could make your stay more
enjoyable...I would recommend...
•Since Mr XXX is here for medical
treatment... I would recommend ...
On- Brand
•Our on brand language should always
feel sincere, positive, and instinctive. The
tone should be straightforward and
concise, warm, and conversational, but
not overly casual. The associate should
focus on being welcoming and being
approachable in this section of the call.
Associate should listen actively to the
guest and the dialogue going on during
the phone call. Gathering all information
but keep in mind the pace of the call and
the frame of mind of the guest. There
should not be any excessive chit chat
during the phone call but the associate
should create a comfortable environment
for the guest.
•Example:
•Smile
•Desire to help
•Approachable

8. Destination (Hotel & Dates)
•In an effort to open up conversation the
associate asks where the guest is looking
to travel to and what dates they are
coming in for.
•* Avoid asking guest, "Is it for 1 night
only?"
•Example :
•Which city would you like to make the
reservation for?
•Do you have any preference on location/
hotel in … (city)…..?
•NA - When caller provides details.
Reassurance
•Recap
•The associate appropriately confirms the
hotel and day of the week, dates in a
conversational manner. "We're looking
at…"
•Taxes
•Advise ‘plus taxes’/ ‘include taxes’ (%)
and other additional charges (e.g. $26.30)
•CC#/ Cancellation policy
•The associate read cancellation policy to
guest and ask for estimated time of arrival
time at the hotel.
•The associate also provide the
confirmation number advising that email
confirmation will be sent shortly.
•AU privacy act
•Only apply for new enrollment.
•Example :
•For recap: -
•We are looking at… (Initial recap)…
•I just want to be sure the information’s
correct at…
•For cancellation policy: -
•If you would like to amend or cancel this
reservation, you may call/ inform us
before 6pm hotel's time, on the day/
24hrs/ 72hrs ...(date)... prior to arrival to
avoid the amount/ charge of $.....
•For checking of ETA: -
•What time shall we expect your arrival on
the … (date)…, Mr XXX?
Purpose of Stay
•Associate asks an open-ended question
to derive the purpose of the stay (i.e.
What brings you to town, what brings you
to city.
•Example :
•Will this be a leisure/business trip for you
Mr/Ms XXX?
•What brings you to … (city)…?
•Are you celebrating for any special
occasion?

9. Acknowledgement Appropriately
•In a conversational and genuine tone,
the associate's response should be
engaging with the guest.
•Be sincere.
•Understand what the caller says before
acknowledging.
•Depending on response by guest, the
associate should be sympathetic,
celebratory, etc depending on the
scenario.
•Example :
•Acknowledge guest with affirmative
words like: Sure, Certainly, I’ll arrange that
for you, etc.
•*For special occasion, we should give
wishing accordingly
•If it is special request, send email to hotel
and revert back to guest once hotel
respond.
Reservation security
•It involves the associate adhering to the
established security protocol (not
providing credit card/contact information
without qualifying, sensitive information,
etc).
•Ask probing questions to ensure thorough
search.
•Example :
•When required to locate reservation with
names, we must verify details before
confirming that belongs to guest.
Other needed trip Info
•The associate should gather all other
information needed to recommend the
guest with the room that best fits the
needs (i.e. corporate rate/ vhr, number of
guests).
•For special occasion, associate
instinctively ask if any arrangement is
required.
•Example :
•Will a king bed/ non-smoking room be
good for you?
•Would you like to arrange for any airport
transfer?

11. Recognition
•Recognizing needs and preferences of
guest, the associate makes a meaningful
recommendation based on all available
information (match needs & offering rates
– e.g. room, smoking and bed
preference).
•Be ready to offer alternatives/
recommendations if you have to say "No"
to guest/ caller.
•Example
•In the event if guest’s preference is not
available…
•We do not have … (room type)…
available at the moment. May I
recommend the … (upsell room)… for
you?
•The ... is not available at this moment, I
would send a special note to inform the
hotel of your preference/ medical
condition for you.
•* If guest wants a smoking room, but hotel
is smoke-free, we ensure that we
acknowledge guest preference & cross
sell to another property in the city
accordingly.
Advised Property Conditions
•Relevant advisories & property conditions
which will affect Guest’s stay.
•Avoid using “Just for your information…”
•Example
•“I would like to let you know that…”
Upsell
•Associate properly uses information
gathered during the call to offer the guest
a proper upsell to a club level room or
suite when applicable
•Benefits must be shown to caller.
•When requested room type is not
available, associate should always try
upselling to higher room types stating the
benefits to attract guest.
•Example
•Since you have a busy schedule, I would
recommend our Club/Tower room which
comes with lounge benefits, you will enjoy
breakfast in the privacy of the lounge &
usage of meeting room.... & inclusive of
check-in/check-out counter to expedite
your waiting time.
•*Upsell when standard room is not
available.
•The standard rooms are fully booked at
this moment. However, we have the Club
room which comes with lounge benefits
(details depending on individual hotel)
and usage of meeting room at an
additional of $30 per night.

12. Reservation Accuracy
•It relates to the degree to which the associate
provided the caller with the exact room-type,
rate, etc… that was requested.
•If the caller made special requests, comments
would also be applicable.
•Example :
•To ensure accuracy, associate should always
verify number of person staying in the room or
corporate rate/ voucher (AU) used so as to book
rate accordingly.
•Quoting of rates & taxes: per room/ per night

14. VOICE
• The associate provides the guest
with opportunity to be transferred
to VOICE. (i.e. May I connect you
to our customer feedback line to
obtain your valuable opinion on
the experience you had today?).
• Example :
•May I invite you to evaluate on
my performance today? This will
take less than 2 minutes, 5 will be
the Good.
• Associates should invite where it
applies.
•NA – Hurried & driving guest.
Closing
•Using guest's last name, the
associate asks for additional
business in a warm tone and uses
the close as the last opportunity
to connect with the guest's
phone call to the brand.
• Example :
•Mr XXX, is there other reservation/
services/ another trip I could do/
arrange for you?
•Avoid negative comments.
On-Brand
• Associate spoke in a warm tone
while closing the call. This is the
associate's last opportunity to
connect with the guest.
• Example :
•Close with brand - Thank you for
calling XXX!

16. System use
•Associate's use of the computer and
phone system is in accordance with
company standards. They did abuse
the mute button to speak to other
associates and did not toggle over to
websites that do not have any
bearing on the call (Personal email,
Encompass, etc).
•Example :
•Associates use correct procedures
will get a 3.
•No using of mute.
•Exception for car transfer
arrangement.
•Associates should invite where it
applies.
•NA – Hurried & driving guest.
Seamless
Interaction (Dialogue)
•Associate interacts effectively to fill in
dead spaces/ system waiting and
make the call flow smooth and
seamless.
•Example :
•Engage with caller on what associate
is doing for guest.
•Associates should not be doing other
stuffs while on call. E.g. Packing
his/her bag, drinking water, etc…
Hold Etiquette
•Associates use the hold button
sparingly and only when necessary.
They did not place the caller on hold
for extended periods of time without
periodically checking back to
reassure the guest they were still
working on the issue.
•Example :
•Thank you for holding, Mr XXX!”
•If longer time is needed, do not hold
guest further, apologies and offer to
call guest back.
•Engaging & acknowledging the
caller without the use of mute button.

17. Fun
•Both the associate and the
caller genuinely had fun while
addressing all of the guest's
needs/ enquiry.
•As long as caller enjoyed
talking to associates at the
end of the call.
•Example :
•Creating connections by
using the details provided by
caller in calls.
•Tip: You could hear it when
you offer further assistance.
Respecting caller
(Please & Thank you)
•Associate effectively used
please and thank-you during
the call to convey respect
and pride to the caller.
•Example :
•However, using please this
way will not be professional:
"Email please.", "Postal code
please.", "Your contact
number please".
•Note: Grading base on overall
call
Understanding
•When necessary, the
associate used thoughtful
questions to understand the
caller's needs and match to
the specific requirements of
the guest.
•Be instinctive. Asking probing
questions to understand
needs.
•Example :
• If caller is traveling with
children, associate should ask
if they would like to add a
rollaway & non smoking room.