Embedded Files
We suggest the following Call Flow to handle a guest in Customer Service
We suggest the following Call Flow to handle a guest in Customer Service
Agent is ready to take the call on time.
Agent is ready to take the call on time.
🙋🏻♂️Must open the conversation with the correct introduction:
🙋🏻♂️Must open the conversation with the correct introduction:
💬"Thank you for calling Hotel Reservations, My name is ____, how may I assist you?" Guest example: Hey Im calling for assistance to confirm my booking.
💬"Thank you for calling Hotel Reservations, My name is ____, how may I assist you?" Guest example: Hey Im calling for assistance to confirm my booking.
🙋🏻♀️Acknowledge Guests requests, reiterating guests needs:
🙋🏻♀️Acknowledge Guests requests, reiterating guests needs:
💬Sure I´ll be glad to assist you to confirm your booking, may I have your itinerary #.
💬Sure I´ll be glad to assist you to confirm your booking, may I have your itinerary #.
🙋🏻♂️Must open the conversation with the correct introduction:
🙋🏻♂️Must open the conversation with the correct introduction:
💬"Thank you for calling Hotel Reservations, My name is ____, how may I assist you?" Guest example: Hey Im calling for assistance to confirm my booking.
💬"Thank you for calling Hotel Reservations, My name is ____, how may I assist you?" Guest example: Hey Im calling for assistance to confirm my booking.
🙋🏻♀️Acknowledge Guests requests, reiterating guests needs:
🙋🏻♀️Acknowledge Guests requests, reiterating guests needs:
💬Sure I´ll be glad to assist you to confirm your booking, may I have your itinerary number.
💬Sure I´ll be glad to assist you to confirm your booking, may I have your itinerary number.
🙋🏻♂️Must confirm and provide all relevant information to the caller. (First and last name, itinerary number, hotel name and booking dates). Before triggering any process:
🙋🏻♂️Must confirm and provide all relevant information to the caller. (First and last name, itinerary number, hotel name and booking dates). Before triggering any process:
💬Already “guest name” I just need to confirm the reservation, may I have your full name or the name under this booking, “guest reply”, May I have the check in and check out, also could you please confirm the location details.
💬Already “guest name” I just need to confirm the reservation, may I have your full name or the name under this booking, “guest reply”, May I have the check in and check out, also could you please confirm the location details.
🙋🏻♀️Call Efficiency and Expectations (only if needed):
🙋🏻♀️Call Efficiency and Expectations (only if needed):
💬Do you mind if a place this call on hold to confirm any updates regarding your request? Example: sure go ahead, (after verifying any updates ) “thanks for holding“.
💬Do you mind if a place this call on hold to confirm any updates regarding your request? Example: sure go ahead, (after verifying any updates ) “thanks for holding“.
🙋🏻♂️Must explore and find all solutions/alternatives for caller's needs and issues. Following processes and making decisions, showing ownership of the call:
🙋🏻♂️Must explore and find all solutions/alternatives for caller's needs and issues. Following processes and making decisions, showing ownership of the call:
💬Already “guest name” seems that the reservation it´s confirmed, let me contact the property to confirm the booking also, “do you mind if I place the call on hold”, “guest reply”, after verifying with the property if the booking it´s confirmed with no further request get back with the guest “thanks for holding”, I have verified with the property and your reservation it´s confirmed.
💬Already “guest name” seems that the reservation it´s confirmed, let me contact the property to confirm the booking also, “do you mind if I place the call on hold”, “guest reply”, after verifying with the property if the booking it´s confirmed with no further request get back with the guest “thanks for holding”, I have verified with the property and your reservation it´s confirmed.
🙋🏻♀️Must be professional throughout the conversation
🙋🏻♀️Must be professional throughout the conversation
💬Avoid jargon/slang/abbreviations.
💬Avoid jargon/slang/abbreviations.
🙋🏻♂️Must properly document notes:
🙋🏻♂️Must properly document notes:
💬 When placing your notes make sure to select the accurate drop down that matches the guest request), Client called to confirm, the guest called to confirm the booking, verified the reservation and contacted the hotel spoke with “hotel assistant” who confirmed the booking with no issues, advised the guest and no further assistance were requested, “ agent name” Resolved with an explanation. “If the guest request were not handled on the same call do not close the ticket using “Resolved with an explanation” so the escalation team could further assist.
💬 When placing your notes make sure to select the accurate drop down that matches the guest request), Client called to confirm, the guest called to confirm the booking, verified the reservation and contacted the hotel spoke with “hotel assistant” who confirmed the booking with no issues, advised the guest and no further assistance were requested, “ agent name” Resolved with an explanation. “If the guest request were not handled on the same call do not close the ticket using “Resolved with an explanation” so the escalation team could further assist.
🙋🏻♀️Must recap the customer of all relevant information, and the possible outcomes of their request setting correct expectations:
🙋🏻♀️Must recap the customer of all relevant information, and the possible outcomes of their request setting correct expectations:
💬Already “guest name” I have confirmed the booking with the property and on my end also the reservation is fully confirmed, anything else I can help you with? “GUEST REPLY”, already thank you for calling hotel reservations (if the guest requires further assistance proceed to assist).
💬Already “guest name” I have confirmed the booking with the property and on my end also the reservation is fully confirmed, anything else I can help you with? “GUEST REPLY”, already thank you for calling hotel reservations (if the guest requires further assistance proceed to assist).
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