TAKING A GROUP RESERVATION
To ensure reservation formalities for a group are handled effectively.
PROCEDURES
- Block reservations of 10 or more rooms can be termed as a group.
- Groups could classify into business or tour.
- Answer the phone within 3 rings.
- Be polite & cheerful when you answer the phone.
- Smile when speaking on the telephone. This will help to communicate enthusiasm, and keep the conversation pleasant.
- “Reservation Good Morning, may I help you”
- Be prepared with a pen and a reservation correspondence.
- When the caller requests for a block booking. Check for :
- The dates when the reservation needs to be made.
- Availability of rooms
- Types of rooms, twins & doubles
- Ask for the Caller’s name, Company/Travel Agent and Telephone/Fax number.
- Fill the details on the correspondence.
- Inform the group rate. In case there is no rate then follow SOP No. for Handling Sales Leads.
- Check for the billing details.
- Inform the caller that 15 days prior to the arrival the following details would be required:
- Total no. of single and double rooms
- No of twin rooms
- Rooming list
- Billing details
- Passport list (in case of foreigners)
- Flight details
- Special requests
- Advise cancellation policy.
- Use the caller’s name twice or thrice during your conversation.
- Inform that the confirmation would be faxed across.
- Thank the caller.” Thank you for calling. We look forward to welcoming your group to Hotel Rainna Plaza”.
Please Note:
- Three days prior to the arrival of the group and Action Plan to be circulated to all concerned departments.
- To work out the logistics involved in handling the group as per the Action Plan
- Every group to be traditionally welcomed
