RESERVATION PHONE TECHNIQUES
Agent: “Thank
you for calling the Sherwood Inn. This is the reservations office, Gregory
speaking. "
Guest: “This is
Holly Letsche in
Agent: “How many
are in your party?”
Guest: “Just me.”
Agent: “Are you
part of a group or convention at the
Guest: “No, I am
not, but I do have an Air Attic Frequent Flyer discount card.”
Agent: “Great.
What date will you be arriving and how many nights do
you plan to stay? "
Guest: “On
December 11th, for two nights.”
Agent: “Would
you care to reserve a suite in our special service tower, Ms. Letsche?"
Guest: “Yes, I
stayed there last time; that’ll be fine.”
[The agent now
checks the control book, wall chart, or computer file for rooms available on
the dates requested. Knowing that Ms. Letsche has
been a guest at the Sherwood Inn before might also suggest a quick check of the
hotel’s guests history records. ]
Agent: “A suite
is available. Do you have any other special requests that the
Guest: “Yes, I
think I’d like that.”
Agent: “May I
have the spelling of your first and last names and your area code, phone
number, and the home address?”
Guest: “H-o-l-l-y
L-e-t-s-c-h-e. My phone number is area code 816, and the number is 555-7676. My
home address is
Agent: “May I
have you Air Attic Frequent Flyer certificate number?”
Guest: “That’s
A37-P4088.”
Agent: “What
time do you expect to arrive on the 11th, Ms. Letsche?”
Guest: “I expect
to be there around
Agent: “Since
you’ll be there after
Guest: “Yes. Do
you take American Express?"
Agent:
"Yes, we do; may I have your card number and expiration date?”
Guest: “It is
card number 1234-567890-12345, and it expires 04/14.”
Agent: “Fine.
Your guaranteed reservation is confirmed for a non-smoking suite at the
Sherwood Inn in
Guest: “No’
that’s it.”
Agent: “Thank
you, Ms. Letsche. Have a good day."