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Detail instructions on how to prepare hospitality industry standard resume, cover letter, thank you letter and many more. Comprehensive Collection of 230 Hotel Front Office Management Standard Operating Procedures (SOP). Professional Spoken English book for non native English speaking Hotel & Restaurant workers. Don’t forget to visit our blog regularly for all free training tutorials and updates on our training manuals.
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If the caller calls for room reservation and if he is not a repeated guest then you should try to give a short overview on your hotel including hotela€™s feature and amenities, specialty, special offer you are offering etc.
If callers requested date indicates a€?SOLD OUTa€? which means you are unable to sell the room for that specific date, then very politely say sorry to the guest and let him know why you are unable to sell the room.
If the requested date indicates a€?WAIT-LISTEDa€? then politely inform the guest about the situation and inform him that reservation on that day is wait-listed for that reason you are taking his reservation but not giving full guarantee and request him to check again closer to that requested date. After giving an overview of you hotel, now try to identify what sorts of room the caller wants and try to offer him some options so that he can decide from his own or if he needs then assist him. If the guest want to book the room then say that we are very please to reserve a room for you.
14.A  If you have any objection about guesta€™s mode of payment or anything then inform the guest about your rules and request him to give you another option. This is really resourceful material, i’m struggling to improve my english speaking skill, most precisely on the phone, and this website is helping me a lot!
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Perfect telephone handling ensures efficiency of the reservation agent which at the same time upholds hotela€™s standard.
Try to keep very fresh, clear and friendly voice tone so that guest from other side of the phone may feel comfortable. In a hotel people call not only for making reservation but also for getting information, arranging party, sending message to a guest or making business deal etc. It will be so bad if after informing everything, guest becomes convinced and wants to have a room booked but you dona€™t find any room to sell as all are occupied.
Repeat all the information caller gives and at the same time give him a reservation confirmation number. Please do recommend this blog to all your students and request them to recommend others as well. Then you will get these resoruces in both rts and pdf format which can be edited or opended in MS word and Adobe Acrobat Reader respectively. If you just keep 100 $ to 150 $ for next 12 months then you can afford to buy all my resources. If you are looking forward to read those then please click HERE to get the ultimate list of all our training tutorials. End up the call as warmly as you start and try to make him feel that he just have made a perfect decision.



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