4. Двойное бронирование

Standards for reservations 2014

1

Good morning / afternoon / evening, Natasha is speaking, may I help you?

2

May I know your name?

3

Mr. Smith, have you been in our hotel before?

CHECK THE PROFILE. IF POSSIBLE CHECK SMOKING OR NON.

4

Is it going to be a private reservation, or on behalf of a company?

CHECK THE COMPANY PROFILE, CORPORATE AGREEMENT. ASK TO SHOW BUSINESS CARD AT CHECK IN.

5

Arrival date

6

Departure date

7

Is it going to be a Single or a Double room?

8

Would you prefer King size bed or Twin?

9

We can offer you our Classic room at the rate of …. Or our Deluxe room which is bigger in size and has a view, the rate difference is only …

ALWAYS OFFER MORE THAN ONE ROOM TYPE. EXPLAIN WHAT RATES INCLUDES (BB/FITNESS CENTRE), EXCLUDES (VAT)

10

How would you like to guarantee your reservation?

Could you give me your contact tel.number

11

Mr. Smith, may I ask your credit card number?

ALWAYS CALL GUEST BY NAME!

12

Expiry date?

13

Would you like to reserve transportation from the airport?

ALWAYS TRY TO UPSELL MORE HOTEL SERVICES (CAR, RESTAURANTS)

14

Let me repeat your reservation details: arrival/departure, rate. Mr. Smith, your reservation is guaranteed with your credit card and the

ALWAYS EXPLAIN CANCELLATION POLICY

cancellation policy is 24 hours before arrival.

15

Mr. Smith, would you like us to send you confirmation by fax or e-mail?

INPUT CONTACT DETAILS OF THE PERSON (NAME AND TELEPHONE OR FAX)

16

Is there anything else I can help you with?

17

Thank you for the reservation and have a nice flight!