How to do a good job of hotel reservation

To do a good job in hotel reservation, we must first understand the general situation of the hotel, and then achieve further familiarity and understanding, familiar with the hotel operation process, the work and responsibilities of various departments, etc. This is the premise of being a qualified hotel reservation clerk.

Secondly, hotel reservation is also a front desk service, and the attitude towards guests should be cordial and enthusiastic, so that guests can feel "at home". For hotel reservation staff, they often have to deal with guests and often face problems such as guest complaints. Therefore, they should be good listeners, make guests feel respected, give them enough attention, and negotiate solutions seriously.

And be careful, check the reservation work and try to avoid mistakes, because once the reservation is wrong, the whole reception will not be smooth. If the hotel reservation clerk encounters an unsolvable problem, he can report it to the superior leader to solve it.

Because the reservation work starts before the guests arrive, which is the first step for the guests to form an impression on the hotel, therefore, the efficiency and quality of the reservation work becomes the first step for the guests to evaluate the hotel. It is directly related to the formation of guests' first impression of the hotel, and may even become a primary basis for influencing whether guests choose a hotel. Therefore, doing a good job in hotel reservation is an important link for hotels to do a good job in guest service, strive for customers and expand the market.

Among them, when the hotel can't meet the needs of hotel guests due to the number of rooms and maintenance, the hotel reservation staff should help the guests book the hotel quickly. First of all, by inquiring about the room status, we can know the acceptable booking date of the hotel and decide whether to accept the guest's request. We can accept the reservation request if there is a room available within the date requested by the guest. Secondly, repeat the specific requirements of the reservation to the guests to avoid mistakes. If the hotel can't meet the guest's requirements within the date requested by the guest, it's better to use the suggested method instead of directly rejecting the guest. For example, it is suggested that guests re-select the check-in date or change the room type; Guests are advised to leave their contact information as an appointment in the waiting room.

In short, to make a good hotel reservation, we must be serious and responsible, be clear about our responsibilities, not know how to ask more questions, sum up experience from practice, and gradually realize the charm.