Why do I need to build rapport?

Rapport is a quick connection, a commonality that you find with your guest. Building rapport helps reservation agents gather the information that will enable them to sell relevant amenities and deals. At the beginning of the call, you should sound welcoming to the guest.

Here are some sample statements you can use to build rapport:

Guest is traveling for the holiday or weekend: "That sounds fun!"

Guest chooses a hotel: "That's a great choice. One of the popular ones!"

Guest is booking for a birthday or anniversary: "Advanced happy birthday!", "Happy Anniversary"

*Remember: building rapport does not mean sharing personal information