2022 RCFK BSA - Room Reservations

Provide a warm greeting with a smile in their voice

Introduce self during initial greeting

Use department name during greeting

Thank guest for calling during greeting

Offer assistance during greeting

Use guest name during the call

Avoid dead space

Queue hold time is no longer than 3 minutes

Request permission to place the call on hold

Wait for caller's permission to place the call on hold

Thank the caller before placing the call on hold

If the hold time is longer than 30 seconds, ask the guest if they would prefer to be called back

Upon returning to the call, must thank caller for holding or apologize for having to hold depending on scenario

Hold time may be no longer than 3 minutes

Reservation Agent must offer to book a reservation

Ask for dates of stay

Describe any packages/rates available

Describe room types

Attempt to up-sell to Club Room or Suite

Describe the food and beverage presentations and the services available on the Club floor (if applicable)

Quote rates and inclusions

Assume the sale (e.g. "Which of those rooms would you like me to book for you?")

Guest name

Guest room preferences

Special requests or concerns

Guarantee method

Contact information

Ask for flight details (e.g. flight number) if determined that guest is flying to destination (non-US hotels only)

Reservation agent reconfirms reservation information (name and spelling, day and dates of stay, number of nights, room type and rate, preferences, special requests)

Reservation Agent must explain property features and services

Describe restaurant(s)

Describe In-Room Dining availability

Mention resort fee (if applicable) (see hotel list below)

Mention valet parking fee (if applicable)

Agent knows the hours of operation of the facilities

Ask you purpose of trip and respond accordingly

Offer recommendation (e.g. "I recommend visiting the Spa while you are there", "I suggest that you try the breakfast buffet")

Ask if you are celebrating a special occasion

Offer to sign up for Ritz-Carlton Rewards if not already a Ritz-Carton Rewards or Marriott Rewards member

Ask for estimated time of arrival

Employee must provide a confirmation number

Employee must offer to send electronic confirmation

Agent either e-mails or faxes confirmation

Confirmation is received within 1 hour

Employee explains cancellation policy including penalty (if any) of the hotel

Employee explains booking rules for the rate (e.g. 2-day minimum stay)

Fond Farewell

Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,

Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)

Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)

Mention own name at any time during encounter