RESERVATION PHONE TECHNIQUES

Agent: “Thank you for calling the Sherwood Inn. This is the reservations office, Gregory speaking."

Guest: “This is Holly Letsche in Kansas City. I’m going to Dallas and I need a room at your hotel."

Agent: “How many are in your party?”

Guest: “Just me.”

Agent: “Are you part of a group or convention at the Inn?”

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 11^th, 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 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 guest's history files. ]

Agent: “A suite is available. Do you have any other special requests that the Inn can provide, such as a no-smoking room?"

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 4729 Elk Lake Drive, Kansas City, Missouri, 6441."

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 11^th, Ms. Letsche?”

Guest: “I expect to be there around nine o’clock that evening.”

Agent: “Since you’ll be there after 6 P.M., you might wish to make a guaranteed reservation with your credit card. This ensures that your room will be held after our 6 P.M. cancellation hour. You can arrive any time that evening and a room will be waiting for you. If your plans change, simply call us before 6 P.M. Dallas time on the 11^th to cancel. Would you like to make a guaranteed reservation, Ms. Letsche? "

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 Dallas, arriving the night of December 11^th, and departing on the morning of December 13^th. Your reservation confirmation number is 293GG566. My name is Gregory. We’ll send you a letter of confirmation, which you should present at the front desk when you arrive. If your plans change and you have to cancel or change your reservation, please call the hotel before 6 P.M. Central Standard Time on the 11^th. Do you have any questions?"

Guest: "No’ that’s it."

Agent: "Thank you, Ms. Letsche. Have a good day."