In hotel:- how reservation take place.

1. How to reserve a hotel
room over a PHONE
CALL

2. First of all, what exactly is reservation?
The action of reserving something.

3. Why a reservation and its importance?
A hotel's reservation system is the heart of the hotel
itself. ... For many hotels, a reservations system does
more than just book rooms. It also organizes
reservations, saves details about guest preferences,
choices, behaviour, who stayed before.

4. Now comming over to telephonic
reservation.
basic tips for taking reservation on phone

5. Pick up the phone before 3 rings.
greet the guest according to time. try to keep very
fresh, clear and friendly voice tone so that guest from
other side of the phone may feel comfortable,
FIRST IMPRESSION IS THE LAST IMPRESSION.
it is advisable to greet in this way,'good morning.this
is Hotel X. Thank you for calling. How may I assist you.'

6. Try to identify caller gender by his or her sound. listen to
the name properly. repeat the name with Mr. or Ms. Caller
may be hurt if you by mistake call him wrongly.
Try to understand why the caller calls. In a hotel people call
not only for making reservation but also for getting
information, arranging party, sending messag to a guest or
making business deal, etc.
So, first listen carefully what sort of assistance the caller
wants from you.

7. if the caller calls for the room reservation and if he is not a
repeated guest then you should try to give a ovrview about
hotel, including hotel's feature and amenities, specialty,
special offer you are offering ETC.
In a mean time look at room status or reservation chart. OR
it will be so bad after informing everything , guest becomes
convenced and wants to have a room booked but you didn't
find any room to sell and all occupied. So always be
updated specially about room status.

8. If the callers called date is sold out, which means you
are unable to sell the room for that specific date, then
politely say sorry to the guest and let him known why
you are unable to sell the room.
If the requested date indicates “WAIT-LISTED”, then
politely inform to guest about the situation and inform
him that reservation on that day is wait-listed and for
that reason you are taking his reservation but not
giving full gurantee and request him to check again
closer to that date.

9. After giving an over view about the hotel, now try to
identify what sort of room the caller wants and try to
offer him some option so that he can decide from his
own or if he needs then assist him.
If the guest wants to book the room then say that we
are very please to reserve a room for you. May I have
some information from you please? now try to collect
these information with proper spelling.

10. 1 Name of the guest.
2 His contact address.
3 Room types.
4 Room rates.
5 Date of arrival.
6 Date of departure .
7 Date of reservation made.
8 Mode of payment.
9 Reservation made( if any ).
10 Reservation made by person or company.

11. Repeat all the information caller gives and at the same
time give him a reservation number.
If you any objection about guest's mode of payment
or anything then inform the guest about your rules
and request him to give you another option.
After settling everything thanks the Guest /Caller for
his patience and calling you. End up the call as warmly
as you, start and try to make him feel that he just have
made a perfect decision.