What questions should I ask to identify the customers' needs?

If the customer does not have a preference -

Can I get the city/state that you are wanting to book in?

If the customer has a hotel preference continue with -

• What are the check-in / check out dates?

• How many guests will be in the room?

• Is that for one bed or two?

You can probe further about what they want. Ask them questions nicely like:

"May I ask what are your specific needs?" or "Are you looking for anything in particular?” The customer might want to know about your indoor water slide, free breakfast, or family package deals, for instance, if they are traveling with children, this could be a great selling point.

If the customer is looking for a specific amenity your property doesn’t have, like an outdoor pool, promote alternatives and highlight the benefits of what you do have.

“We don’t have a pool, but we are an easy stroll from the beach and provide free beach towels.” or “The hotel does not offer an airport shuttle but there is a car rental service available in the hotel to bring you to the airport.”