So you're calling to reserve a room...what should you expect from the person on the other end? The operator's etiquette could raise some red flags about your hotel's quality. Here are some guidelines:
Someone should answer: Quality hotels accept reservations 24 hours a day, 7 days a week, either at the hotel itself or through a central reservation system.
Someone should answer promptly: The phone must be answered within three rings.
The operator should give a good first impression: He or she must give a warm and sincere greeting, including "Thank you for calling" and a proper introduction.
He or she should ask your name early on: The operator should ask for the guest's name and address the guest by his or her name prior to the end of the call.
Information should be given upfront: The operator should anticipate the guest's needs and offer any other ways he or she can be of service. He or she should also offer rate structure, room availability, and an overview of facilities and services.
Smoking policies should be revealed: The operator should give the caller a choice of a smoking or a non-smoking room, and if the property is a smoke-free premise, that should be revealed during the call.
You should be given the hotel's payment rules: The operator should collect registration information and explain deposit and cancellation polices. Any unusual payment options should be explained.
The operator should always be professional: The caller's reservation request should be reviewed and received with sincerity and polish!
You should be given a contact person: The caller should receive a confirmation number or the name of a contact.
In the days prior to your stay, you should receive a reminder: The property should mail, fax, or phone confirmation to the guest in advance.
