电话预订流程

RESERVATION TRAINING PREPARED BY: Tim Lu1.Greeting 10%2.Identifying 25%3.Selling Initiative / Reccommendation 25%4.Documentation 10%5.Recap 5%6.Farewell 5%7.Rapport /Customer Service 20%8.Hotel Full /Refusal 100%GREETINGSD☺ ☺ “Good morning / afternoon / eveningReservations. Tim Speaking. How may I assistyou?”☺ 您好, 预定部, 有什么可以帮您☺CLOSING☺ “Thank you for calling Days Inn Beijing, Mr.Wang Good Bye ☺☺ 王先生, 感谢您致电北京戴斯酒店,再见.☺IdentifyingIdentify the name of the caller:May I have your name please?Asked if the booking is for the caller?May I know is this booking for yourself?If not,asked for the name of the guest.May I have the name of guest please?May I know the guest name how to spell?Identified if a previous guest.Have you stayed at our hotel before?Do you know if Mr Wang has stayed with us before?I f yes, ― How long ago was that ?( Search guest history records & confirmwith customer if the record matches)By the way do you mind me asking how you heard about the hotel? Identified arrival and departure dates then check room availability.May I know your arrival date?How many nights would you like to stay with us?What dates do you have in mind?May I ask what date were you planning to arrival at the hotel?What would be your departure date?Wait a moment please,I will check room availability during this period.Thank you for waiting,we have the room at that time.Identified the number of people travellingHow many people will be on this travelling?How many people will be staying in the room?If more than one person travelling checked if any childrenWill you be travelling with children?Are any children traveling?(if yes)May I ask their ages?Identified required room typeWhich room type do you like, King bed room or twin bed room.What kind of room type do you need, we have deluxe …..Identified purpose of travelMay I know this travelling for business or leisure.For Business—May I request the name of your company?May I know your company‘s name?Does your company have a contract with our hotel?For Leisure—Will you be having breakfast at our hotel?Identified if an VIP/Loyalty cardholderMay I ask that do you have any Membership Card?Selling Initiative / RecommendationOffered a type of room matching the customer‘s needs:From the above information what you have told me, I would offer the ……room to you.We have a deluxe room with a king size bed available during that period .The room is 51 sq meters and has a large desk for you to work on with easyinternet access…….Offered the rate by comparing to the rack rate:The rate for this type of room is usually …..but on this dates I can offer you a rate of…..Normally our deluxe room rate at RMB2400++, However if you make the boking with me now, we can offer you a best promotion rate for deluxe roomonly at RMB988 include breakfast,15% surcharge and government tax.通常我们的豪华间是人民币2400++, 但是如果您现在就需要预订房间,我们可以给您一个特别优惠的价钱, 每晚您只须付人民币988元即可入住我们的豪华间, 并且这个价格已经包含了最多两份早餐及15%的服务费和政府税收.Asked to proceed with making the booking:Let‘s make the booking now.Would you like me to go ahead and make a reservation for you?DocumentationRequested contact number:May I Know your telephone ( fax) number, please?May I know your e-mail address , please?Requested Guarantee:May I have your credit card details in order to guarantee the booking?Do not force the guest to guarantee the booking,Request arrival time:What time do you think we could expected you?May I know your arrival time?Advised 6pm room release for non guaranteed bookings:Please be advised that we release all non guaranteed rooms at 6pm. If you believe you might arrive after 6pm may I advise you to call me back with your credit details to guarantee the booking.Advised no-show policy for guaranteed bookins:If Mr Wang decides to cancel his trip please let us know otherwise we will charge one night stay on his credit card.Advised cancellation policy:Should you cancel your trip , kindly call us before 6pm on the day of your arrival to cancel your reservation.Advised check-in and check-out time.Please note that our hotel‘s check in time at 02:00pm and check out time at 12:00am.RecapRestated arrival and departure dates:Let me just verify this with you…..Restated room type:May I recap/recomfirm what you have told me…..Restated room rate per night:Your room rate is XXX per room per night (when every night is one the same rate)Or the rate is XXX Pper room for the first night and XXX per room per night for any other night.Recap if any inclusions or room only;This rate includes max.two daily buffet breakfast,15% surcharge and government tax.Checked accuracy of information restated:Is it correct?Offered confirmation number:Your Confirmation is: xxxxThis is your confirmation number XXXXXFarewellOffered assistance with anything further:Is there anything else I can do for you today?.I look forward to assisting you in the future.User the hotel name closing the call.Rapport Customer Service7.1Used the customer’s name at least twice during the callWhat:Mention the customer‘s name during the call.How:Reservation sales agent must use the customer‘s name at least twice during the call. They use the customer‘s name at appropriate points throughout the call, at the beginning and at the end of the call. Dependent on conversational style of the customer they adopt the first or last name with correct title. If a customer‘s name is too difficult to pronounce use the appropriate title example: Sir, Madame.When:Ask for customer‘s name towards the beginning of the call. Try to mention customer‘s name as often as appropriate during the conversation, with a minimum of once when closing the call.Why: To build rapport by personalising the interaction with the customer. Exceptions: None7.2Lead the conversationWhat: The reservation sales agent is in control of the conversationHow: The reservation sales agent greets the caller, offers assistance, asks the caller appropriate questions in order to identify his needs or reason for his call, makes sure all is understood and agreed on.When: From the greeting to the farewell.Why: To give the caller a positive first impression of the hotel by demonstrating the reservation department‘s professio nalism. The caller will feel secure about his reservation if the agent is confident. Furthermore, by leading the conversation the agent can turn a shopping call into a reservation. Exceptions: None7.3Avoided extended silences during the callWhat: Avoid more than 2 period of silence over 5 seconds during the call How: Where delays are experienced in communicating information the reservation sales agent positively explains the reasons. They avoid making blaming statements e.g. ―my computer system is slow‖, ― I have a problem…‖. They can fill in the gaps, for example, by explaining more features of the hotel. They should be positive for eg ―The system is now looking for the best possible rate for you‖Why: To let the customer know that you are still on the telephone line. It prevents the customer forming any negative impressions.Exceptions: If customer asks the reservation sales agent to hold7.4Was speaking clearlyWhat: To be understood by the customerHow: Reservation sales agent speaks at an appropriate pace and articulates,especially if the customer is not fluent in the language used or if the agent hasa strong accent. The customer should not need the agent to repeat himself.When: At all times during the callWhy: To build and maintain rapport with the customer. To avoid anymisunderstanding or annoying the customer.Exceptions: None7.5Was speaking at appropriate volumeWhat: To use a voice tone that enables the customer to hear you withouthaving sore ears.How: Reservation sales agent establishes the appropriate volume for his voice.The agent should speak loud enough to be heard but should not hurt thecaller‘s ears by screaming. The customer should not need the agent to repeathimself.When: At all times during the callWhy: To build and maintain rapport with the customer. To avoid anymisunderstanding or annoying the customer.Exceptions: None7.6 Was politeWhat: Use correct grammar and appropriate language.How: Reservation sales agent uses correct grammar and avoid use of negative or aggressive words. Avoid slang, jargon, acronyms, sighing or mumbling.Use appropriate articulation and positive phrasing.When: At all times during the conversation with the customerWhy: By using the correct grammar and language a professional image ismaintained and misunderstandings can be avoidedExceptions: None7.7Used ‘please’ and ‘thank you’ at least once during the callWhat: To repeatedly use these courtesy words, where appropriate in theconversation.How: The reservation sales agent must use these two words of courtesy atleast once each during the call.When: Anytime, where appropriate in the conversation. Reservation salesagent must remember to thank the customer for their enquiry before closingthe call.Why: To create a positive first impression. Courtesy words convey to thecustomer the reservation sales agent‘s respect for their potential business.Exceptions: None7.8Did not put the caller on hold more than once - no longer than 2minutesWhat: To avoid putting the customer on hold. The caller should not be put on hold more than once and no longer than 2 minutes.How: When the agent needs to check something in the system, he/shecontinues the conversation for example by explaining the features of the hotel.When: This situation should rarely occur except when circumstance are suchthat it cannot be avoided e.g. the need to verify information with another hotel staff memberWhy: Placing a customer on hold is rarely pleasant experience for them, so itmust be avoided. The agent may need to ask something to his manager butshould not need to do so more than once during the call.Exceptions: None7.9If caller is put on hold he is given a reasonWhat: To explain to the caller why you are putting him on hold.How:Where it is necessary to place a client on hold this is politely ‗managed‘ by the reservations sales agent. Always give a reason to the client whenplacing them on hold. If the caller needs to be on hold longer than anticipated go back to the guest and offer to take their contact details to call them back ina specified time period. Explain to the caller that you are putting him on holdfor his own benefit. For example:❑―I need to check with my manager if we could offer you this promotion‖❑―I am not sure. I need to make a quick call to the restaurant to be able to answer your question‖When: This situation should rarely occur except when circumstance are such that it cannot be avoided e.g. the need to verify information with another hotel staff memberWhy: Placing a customer on hold is rarely pleasant experience for them, so it must becarefully and politely managed when circumstances dictate that it is unavoidable.Exceptions: if customer is not placed on holdReservation - Rapport / Customer Service (cont.)7.10Caller is asked permission before being put on holdWhat: To ask the caller for his permission before putting him on hold.How:Where it is necessary to place a client on hold this is politely ‗managed‘ by thereservations sales agent. Always ask permission to place the caller on hold (do not just pressthe mute button or place hand over the receiver). Wait for their response before placing themon hold. For example:❑―May I put you on hold while I check this information for you‖❑―I need to verify this with my colleague. Would you mind holding for a minute while I do so?‖When: This situation should rarely occur except when circumstance are such that it cannot be avoided e.g. the need to verify information with another hotel staff memberWhy: Placing a customer on hold is rarely pleasant experience for them, so it must be carefully and politely managed when circumstances dictate that it isunavoidable.Exceptions: if customer is not placed on hold7.11Caller is thanked for holdingWhat: To thank the caller for holding when resuming the callHow:Where it is necessary to place a client on hold this is politely ‗managed‘ by the reservations sales agent. Always thank the caller for their patience bysaying ‗thank you for holding‘ when you resume the call.When: This situation should rarely occur except when circumstance are such that it cannot be avoided e.g. the need to verify information with another hotel staff memberWhy: Placing a customer on hold is rarely pleasant experience for them, so it must be carefully and politely managed when circumstances dictate that it isunavoidable.Exceptions: if customer is not placed on holdHotel Full/RefusalRequested if booking dates flexible and offered to check room available foranother date:By the way may I check another date for you….Offered to waitlist the booking:By the way I can waitlist this booking for you and call you when a room becomes available…?Cancellation BookingAsked for the name for the reservation being cancelled:May I please requested the name the reservation was made under?Was this booking for you?Is the booking under your name?Asked for the dates of the reservation:May I Know the arrival date?Cancellation –RecapI have cancelled the reservation for Mr Wang from 20-24/Nov.Identified reasons for cancellation:May I know your cancellation reason?If guest change the date?May I have your update arrival date and I will change the booking for you.If guest advise room rate too expensive or want to change to other hotel Offer another room type(lower) or Offer another room rate,ie exclude breakfast.Identified the name of the person canceling the booking:May I know your name please,May I know your telephone number?Offered cancellation number:Your cancellation number is:XXXXOffered assistance with anything further:Is there anything else I can do for you?Closing。