Reservation Agent. things you should know, about becoming a Reservation or a Customer Care. for any type of Organization.

1. CUSTOMER SERVICE
HOTEL RESERVATION
DIP
Dipinfo@consultant.com

2. DEFINATION OF CUSTOMER SERVICE
Customer service is the provision of service to customers
before, during and after a purchase. The perception of
success of such interactions is dependent on employees
"who can adjust themselves to the personality of the
guest". Wiki.
WHO ARE THE CUSTOMER?
1. We are the customer(you and I) because we all buy or want some
special service in one way and the other. When I mean buy( air
ticket, hotel booking and domestic object.)
WHAT ARE THE SERVICE?
1. The service varies in consumer service which you might be
dealing with. But today we will be focusing in Reservation

3. SIMPLE STEP OF RECEIVING CALLS
PICK
INTRODUCE
YOURSELF
LISTEN
THIS ARE WHAT YOU NEED TO NOTE DOWN BEFORE PICKING A CALL
 MAKE SURE YOU SIT STRAIGHT WITH A CLEAR VOICE
 ALWAYS BE IN A HAPPY MOOD BECAUSE IT REFLECT ON THE OTHER SIDE OF THE PHONE.
 ALWAYS INTRODUCE YOUR YOURSELF NO MATTER WHO HIS CALLING
 ALWAYS PUT IN MIND YOU ARE THERE TO ASSIST THE QUEST
 BE A VERY GOOD LISTENER AND NOTE DOWN EVERYTHING THE GUEST SAID ON THE PHONE OR
MAIL.

4. KEY NOTE YOU NEED TO HAVE
Things You Should Learn:
1. You Should Know:
• Know your system first. You should be able to identify what is external and what is
internal call.
• How to transfer a call.
• Some frequently use telephone code
• Country code for outbound calls
• How to put your caller in hold
• How to use different phrase while talking
• How to receive other's call in your phone, etc.
TELEPHONE CALL RECEIVING PROCEDURE

5. KEY NOTE YOU NEED TO HAVE
(CONT)
2. You should always have pen or pencil and small note books to write down
message or notes.
3. Answer a telephone call within 3 rings.
4. If you receive an internal call then you should start with a greeting then your
department name then your name then asks how you can assist him.
5. For an external call follow this procedure: Greeting then your hotel's name
then ask how you can assist him.

6. SAMPLES DIALOGUE
Reservation: Good morning/afternoon/night, Novotel Hotel this is Precious
speaking. How may I help you?
or Thank you for calling Novotel Hotel my name is Precious how can I help you.
Caller: Good morning. I’d like to reserve a single room, please
Reservation: Yes, sir. For what date?,
Caller: From December 23rd to January 2nd.
Reservation: Yes, we still have some rooms available for those dates.
Caller: May I know your rate per night, please?
Reservation: For a single room, the rate is US $120 per night
Caller: Does the rate include breakfast?
Reservation: Yes, of course it does. The rate includes continental breakfast and
service charge and tax.
Caller: Right

7. Reservation: Do you want to reserve a room now?
Caller: Yes, of course, I do. I’m coming next week.
Reservation: May I have your name, please?
sometime you could ask if he's coming alone or accompany.
Caller: Yes, My name is Dip Wealth.
Reservation: And how would you be paying?
and if he said he be paying with card. reply with okay(can I have your credit card
number please?)NOTE:-(ALWAYS GET THE CREDIT CARD NUMBER AND THE
EXPIRY DATE. MONTH/YEAR) try and repeat everything he said so both of you should
stand in the same circle, Example :- like the names, card number, arriving date,
number of accompany, and special request.
Reservation: Will you like a smoking room or non
smoking room?
Caller: Non smoking Room
SAMPLES DIALOGUE CONT

8. Reservation: What is your email address, please?
Caller: My email address is dipnoni@gmail.com. Do you need a confirmation?
Reservation: Yes we do. Could you please send us email?
Caller: Right. I’ll send you email to confirm my reservation
Reservation: We look forward for your visit, OR we look forward to welcome you.
Mr. Dip
Caller: Thank you.
Reservation: Thanks for calling bye
SAMPLES DIALOGUE CONT

9. SAMPLES OF INQUIRY EMAIL
29 Ikoyi Lagos
Funtravx Co 219
Igando Ikotun
Nigeria
12 September, 2015
The Manager
Novotel Hotel
Sheikh Zayed Road
Sharaf DG Metro Station
Dear Sir,
I am attending an International Conference on World Population in World Trade Centre, Dubai next month. and I am
interested to stay in your hotel.
I should be pleased if you would send me your complete brochures and pricelist and other facilities you can offer.
I look forward to having your prompt reply.
Your faithfully,
Dip Wealth

10. SAMPLE OF EMAIL REPLY
12 September, 2015
Mr. Dip Wealth
29 Ikoyi Lagos
Funtravx Co 219
Igando Ikotun
Nigeria
Dear Mr. dip
Thank you for your email on 12 September, inquiring about our brochures and pricelist.
We are pleased to enclose our brochures and pricelist together with some other details of our hotel facilities
We look forward to your visit.
Your faithfully,
Precious .I. Okolo
Reservation

11. i. I would like to order/reserve a single room, please
ii. Could you tell me how much the rate per night is?
iii. How much is your rate per night?
iv. Does the price include breakfast?
v. Is there any discount for children?
vi. May I have your phone number, please?
vii. May I have your full name, please?
viii.Our rate doesn’t include breakfast.
ix. Thank you for calling us
x. We look forward to your visit, Mr. Dip
Topic: Taking Reservation by Phone
Expressions : Please learn the common expressions used in taking
reservation by phone

12. Topic: Handling Complaints And Feedback
Course Benefit: Skill of Handling Complaints
Expressions : Please learn the common expressions
used in handling complaints.
i. Please accept my sincere apology for any convenience that may have caused
you.
ii. Clearly, we’ve upset you and I want you to know that getting to the bottom of
this, is just as important to me as it is to you.
iii. Have I done something personally to upset you?
iv. That must have been very frustrating for you.
v. I realize the wait you encountered was an convenience.
vi. If I were in your shoes, I’m sure I’d feel just as you do
vii. We appreciate customers who let us know when things are not right.
viii. Please let us know if there are other means we could assist you.
ix. We are very sorry for the delay Mr. Dip let me double check with my colleague.

13. ANOTHER EXAMPLE SAMPLES DIALOGUE
Reservation: Novotel Hotel, Zarina, Good Morning
Caller: This is Daniel Mordi, I’d like to book some rooms.
Reservation: Oh hi Mr. Mordi, How may I help you?
Caller: my company will have a seminar, I wonder if you can help me for 14 rooms and
a seminar room for September
Reservation: My pleasure, just a moment please, I’ll check if we have any vacancies.
Mr. Mordi, for this period I can offer you ten single rooms, besides that we are fully
booked.
Caller: Well, our company always has the seminar in your hotel, I cant think of any
other hotel we can hold it.
Reservation: Please accept my sincere apology for any convenience that may have
caused you. If you want, I can check with another hotel if they have vacancies, this way
it would work out.
Caller: Alright. Please book me 14 rooms and a seminar room for September

14. Reservation: Ok perfect, I will arrange it for you. May I have your complete
address please.
Caller: It’s Greece k11 International City Dubai UAE.
Reservation: Perfect, may I have your email address and exact name please. I’ll
send you a non-binding offer.
Caller: Certainly, my name is Daniel Mordi and my email address is
odm_official@yahoo.com
Reservation: Ok, I have all the information I need, I will send you the offer,
just take your time to go over it and give us a call. I hope the seminar will take
place, and I hope we meet soon, thank you.
Caller: Thank you.
Reservation: You welcome and have a nice day, bye.
ANOTHER EXAMPLE SAMPLES DIALOGUE (CONT)

15. FOR MORE UPDATE DO CONTACT
GOOD LUCK
DIPINFO@CONSULTANT.COM