Accomodation Knowledge - How to Handle Reservation in Hotel

Introduction

This tutorial provides a comprehensive guide on how to handle hotel reservations effectively. Based on insights from the video by IPB Internasional, you will learn essential steps for managing reservation calls, ensuring customer satisfaction, and maintaining professionalism in the hotel industry.

Step 1: Prepare for the Reservation Call

Before answering a reservation call, take the following steps to ensure you are ready:

• Set Up Your Workspace

  • Ensure your phone and computer systems are functioning properly.
  • Have access to all necessary tools such as reservation systems and hotel information.

• Gather Information

  • Familiarize yourself with the hotel’s amenities, pricing, and policies.
  • Prepare to answer common questions regarding room types, availability, and special offers.

Step 2: Answer the Call Professionally

When receiving a reservation call, follow these guidelines to create a positive impression:

• Greet the Caller Warmly

  • Use a friendly tone and introduce yourself and the hotel.

• Listen Actively

  • Allow the caller to express their needs without interruption.
  • Take notes on important details like dates, number of guests, and special requests.

Step 3: Confirm Availability and Details

After gathering the caller's information, confirm their request:

• Check Room Availability

  • Use your reservation system to verify room types and availability for the requested dates.

• Present Options Clearly

  • Offer choices based on the caller’s needs, including room types, rates, and any promotional offers.

Step 4: Process the Reservation

Once the caller decides, proceed to process the reservation:

• Collect Necessary Information

  • Request the guest's name, contact information, and payment details.

• Confirm the Reservation

  • Clearly repeat the reservation details back to the caller to confirm accuracy.

• Send Confirmation

  • Inform the caller that a confirmation email will be sent and explain the cancellation policy.

Step 5: Close the Call Professionally

End the call on a positive note to ensure a good customer experience:

• Thank the Caller

  • Express appreciation for their reservation and invite them to reach out if they have further questions.

• Remain Available

  • Encourage them to contact the hotel for any additional needs before their stay.

Conclusion

Handling hotel reservations requires preparation, active listening, and clear communication. By following these steps, you can ensure a smooth reservation process that meets customer needs and fosters positive relationships. To improve your skills further, consider role-playing scenarios with colleagues or seeking feedback on your reservation handling approach.