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Making Room Reservation on Telephone (SOP)

October 6, 2010

Requirement


Read this Tutorial first: How to take Reservation on phone. This will give you more theoretical concept which will be needed to understand this particular tutorial.

Discussion

For a front desk agent making proper reservation is the most important job. Generally most of the reservation has been done by phone. Here you will learn exactly what steps a front desk agent needs to follow to make a reservation in phone.

Training Video

Click Here to Watch: How a Hotel Front Desk Agent or Receptionist Make Room Reservation by Phone with Dialogue

Steps You Should Follow

Step-1: Answer the telephone within 3 rings.

Step-2: Greet the guest properly. “Good Morning, Front Desk. This is XXX hotel. How may I assist you?”

Step-3: In this stage be sure about the name and when guest wants to check in and check out. Try to understand this conversation:

Guest: “I want to make a reservation”

Agent: Ok sir. How should I address you?

Guest: I am Robert Temple.

Agent: Ok Mr. Temple, are you our priority Club Member?

(Ask to ensure about guest) Or

“Did you stay here before?”

(If guest says yes then ask following question)

“May I have your previous check in & check out date, please?”

(Ask this question to know what price was offered before and what is guest preference and other information related to that particular guest)

Step-4: After confirming about guest proceed to the next level. In this case, first look for room inventory. You may either find any vacant room or no room for sale. Now, follow these steps in those cases.

If you don’t find any room Available:

Agent: I am terribly sorry, Mr. Temple. All our rooms are booked on XXX date. If you wish then I can put your reservation on waiting list or would you like me to recommend another hotel?

Now if guest want his reservation to be put on waiting list then take full details about the guest and give him a reservation confirmation number.

If you find a room Available:

Now your approach will be to know which room will best match with guest. Follow these steps:

Agent: OK, MR. Temple, will you travel alone or not?

(As a agent your duty is to recommend such room which match with guest. If guest travel with family then you cannot recommend him a single room and on the other hand if he comes with a family or friends then you should look for family room or others which is for more than 1 person. Read our Room Types tutorial for clear concept.)

Agent: MR. Temple, currently we have deluxe room, suit and studio room to accommodate your family.

(If you have different types of rooms vacant then give some options to guest.)

Step-5: Try to highlight different features of each type of rooms and their price. If there any is any discounted offer, offer it. Be ready all the time for up selling.

Step-6: Make reservation properly. First be sure about guest name.

Agent: How should I spell your name sir?

Guest: It is R-O-B-E-R-T  Robert and Then T-E-M-P-L-E Temple

Agent: Is it R-O-B-E-R-T  Then T-E-M-P-L-E ?

Guest: Yes, you are right.

Then politely request him for guaranteed booking.

Agent: Mr. Temple as you know our hotel is a busy hotel. So, I would like to recommend you to guarantee your booking as we have very high occupancy rate, you know.

Step-7: Explain your procedure for guaranteed reservation.

Agent: Mr. Temple I just make your reservation guaranteed. This will ensure your booking. Now, if you do not come on XXX date, without informing us then one night room rate will be charged from your credit card as penalty. But if you like to change your reservation then you have to inform us 24 hours in advance. I guess you understand our policy.

Step-8: Get contact details.

Agent: May I have your contact number and address, please.

Step-9: Offer more services to your guest.

Agent: Mr Temple we are offering more for our guest. Would you like us to arrange pick up service for you in the airport?

Guest: Yes, that’s great.

Agent: OK sir. For transportation facility, both fax or telephone and credit card guarantees are required. Once we received confirmation from you, our concierge will contact you and make all the arrangements.

Step-10: Now you will approach to close down the selling. Repeat all required information to be sure that you have made proper reservation.

Agent: So, MR. Temple now I am going to repeat your reservation details. You like to be checking in on XXX and your checking out date is XXX. You preferred non-smoking, twin bedded supreme room for you and your family. Room rent is XXX US$ per night which included complimentary breakfast. You also pay in advanced for transportation service. Your confirmation number is XXX”

Guest: Yes, you are right.

Step-11: Thanks the guest for his calling and finish the conversation.

Agent: Thanks you Mr. Temple for choosing XXX hotel. Certainly you take the right decision. So, Mr Temple see you on XXX. Have a nice day.

{ 25 comments… read them below or add one }

1 javed July 19, 2013 at 12:59 pm

nice sir

Reply

2 Ms Su Su May 7, 2012 at 12:39 pm

nice , i am sales Manager at a hotel management and I am sure this we be very helpful for my reservation team

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3 Alphard January 24, 2012 at 4:27 pm

Hi! I just wanna know if there is such a word as “Thanks you”?? just wanna know…Thanks!

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4 Sana December 21, 2011 at 7:44 pm

Hi Tanji,

Please correct contact spelling in step NO 8

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5 Hotelier Tanji December 22, 2011 at 8:53 am

Thanks,Corrected

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6 Hellen November 10, 2011 at 11:39 am

Its very nice,but dont u think using sir or madam will be more preferable than mr or miss?

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7 Hotelier Tanji October 1, 2011 at 12:30 pm

You have to purchase our tutorial collection in order to copy these

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8 charan September 22, 2011 at 7:47 pm

it is very easy to learn

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9 RAUSHAN KUMAR May 1, 2011 at 10:42 am

hi……,every one
i want to write somthing I thing if we have well knowledge of front office but we don’t have well communication then what should we do. As we like front office.

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10 Michel January 5, 2011 at 2:44 pm

Instead of using OK. Try to use; Certainly sir or By all means madam. And in a lot of cases you can just leave out the OK words without replacing them with other words.

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11 Michel January 4, 2011 at 10:34 pm

There is a lot of OK in the phone conversation. That is not really professional language if you ask me.

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12 Hotelier Tanji January 5, 2011 at 2:51 am

Please share your expertise..

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13 Dipak Sengupta December 2, 2010 at 10:31 pm

Dear Madam,

Nice tutorial and very useful for students of hotel management.

Thanks.

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14 Crabby October 10, 2010 at 4:58 pm

Nice and very useful! Thanks!!

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15 pelsinka October 10, 2010 at 3:51 pm

It is very nice tutorial. It will be helpful for me.
Thank you for all your advises.

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16 Abu Sohiab Usmani October 9, 2010 at 11:33 am

Extremely nice…. I am an assistant manager at a Hotel manangement college and I am sure this will really help my students in being a good hotelier…

Thanks & Regards

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17 Hotelier Tanji October 9, 2010 at 12:05 pm

Dear Mr. Abu Sohiab Usmani,

I hope you will recommend this blog to all your students and if you have any facebook fan page then please add my blog’s name as recommended source of information. Also you may contact me for training resources if you need. Thanks a lot for your valuable comment.

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18 B.RATHINAVELU June 29, 2010 at 1:00 pm

MOST OF YOUR ARTICLE SEEMS TO BE VERY USEFUL IN TRAINNING MY CREW IN THE HOTEL.

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19 eddie June 6, 2010 at 8:56 pm

Keep it up and do come up with more updated methods, all these will be beneficial to all..

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20 Rintu Anns June 6, 2010 at 10:48 am

Hi Tanji,
It is very good tutorial..no better..it helped me to give training to my staff ” How to take reservation”. Very nice. Thank you sooo much
All the very best.

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21 Nieseeth March 23, 2010 at 5:44 pm

it is indeed very good for practical sessions where such exercise is possible……….
all our best wishes

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22 jhoy March 16, 2010 at 5:52 pm

great,,,,

it will help me to do my job almost perfect

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23 Admin March 17, 2010 at 9:31 am

Thanks a lot. Keep commenting more and more…

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24 baron February 12, 2010 at 12:10 pm

very nice, so useful ,thanks

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25 Admin February 12, 2010 at 10:17 pm

Hi baron Thanks.

Reply

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