Forbes - Reservation Service

Telephone conversation is calm and clear

The guest is always asked permission before being placed on hold

No telephone hold longer than 30 seconds without offering call-back

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff exhibits a genuine sense of interest and concern for the guest

Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

Staff proficiently performs the requirements of their department and can capably answer questions about the entire hotel or obtain effective and prompt assistance

The guest's name is used naturally as a signal of recognition

Reservationist specifically thanks the guest for the booking and closes the interaction with a polite and appropriate remark

The guest is offered a choice of room rates and types when available and/or appropriate and staff can readily describe the various physical elements in the guest room

Reservationist can describe the hotel facilities with clarity

Reservationist can effectively provide directions and/or transportation options and their associated costs

Reservationist conveys enthusiasm

Reservationist clearly explains deposit and cancellation policies and any penalty charges

Reservationist offers hotel services, such as transportation service, dinner or spa reservations

Details of the booking are repeated for confirmation and confirmation number is given

Confirmation is offered and is received within 24 hours of the call

Confirmation is personalized, professional and accurate; it accurately represents the property and/or brand

The guest is confident that the reservationist understands their personal requirements, and they look forward to their visit with positive anticipation

Cross-departmental channels of communication among staff are consistent and complete

The hotel's booking engine and/or mobile application is available, easy to navigate and complete a reservation

The service is handled without excessive delays or interruptions