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ReservationManual
DIVISION:ROOMS—DEPARTMENT:RESERVATION
GeneralStandards
•Agenttospeakinacourteous,friendly,enthusiasticand
pleasantvoice.Haveasmileinyourvoice.
•Reservationwillbeaccepted24hoursperday.When
reservationsdepartmentwillnotbecovered,FrontDeskshouldtake
allcalls
•Duringholidayperiods,coverageshouldbeprovidedby
FrontDeskifrequired
•Phoneswillbeansweredwithinfive(5)ringsas“Salutation,
HotelName,howmayIdirectyourcall”
•Offerapologyifunabletoanswerwithinfive(5)rings
•Callswillnotbeputonholdformorethanfifteenseconds
•Ifalllinesarebusy,apologizetoguestoffertoreturnthe
call
•Neveraskthecallertocallback
•Topersonalizethecall,establishcaller’snameanduse
throughouttheconversation
•“Goodmorning/afternoon/eveningReservationsthis
is………….Speaking”
•Agentmusthavealldetailsfor:
allavailablerates,packagesandpromotions
descriptionofthehotel
Reservationpolicy(i.e.:guaranteedreservations,
cancellation,depositetc.)
explainroomsize,locationdifferences“Paintthe
Picture”
bedtype
check-inandcheck-outtime
hoursofoperationforallFBservices
offertomakeaRestaurantreservation
awareofallcurrentpromotionswithinthehotel
useguestsnamethroughoutconversation
spa–sellfacilities
abletotakeadvancereservationsforhealthcluband
FBoutlets
airporttransportationandlimousineservice
generalinformationregardinghotelservicesandfacilities
earlyarrivalpolicy
latecheck-outpolicy
upgrade
•Reservat
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