Hotel telephone reservation operation process

Answer the phone within three rings and announce your home address (for example: Hello, this is Hotel XX).

Ask the guest clearly about the four elements of booking:

1. Arrival date?

2. Room type required (introduction of room types should be based on price from high to low) ?

3. Number of rooms required

4. Number of days of stay.

After asking, check to see if there is a room that meets the guest's needs. If so, politely ask the guest's name first, tell the guest the rack price of the room, and then ask the guest about the payment method: swipe card, pay in cash, or debit.

Be sure to leave the guest's contact information and inform the guest how long the hotel will reserve the room for him. If the guest fails to arrive after the reservation period, the reserved room will be sold to another guest.

Finally, just restate the guest’s reservation requirements.

Extended information

The application of the hotel call center allows customers to contact the call center customer service staff anytime, anywhere through web pages, instant messaging tools, emails, faxes, etc., and make room reservations. Handle reservations and other services.

Accept various services such as reservations applied for by customers through manual agents, self-service voice services, emails, faxes, instant chat tools, etc., generate dispatch orders and forward them to the corresponding departments for processing. After the pending results are returned to the enterprise call center through the network, customer service staff will respond to the customer by phone, fax, text message, email, etc. Customers can also know through the system at any time which link the applied business is in and which department handles it. The pop-up screen for incoming calls in the system allows customer service personnel to immediately know the identity and background information of the caller.

Customer Service mainly embodies a customer-oriented value, which integrates and manages all elements of the customer interface in a pre-set optimal cost-service portfolio. Broadly speaking, anything that improves customer satisfaction falls under the purview of customer service. (Customer satisfaction refers to the gap between the customer’s actual “perceived” treatment and his “expected” treatment.)

Customer service can basically be divided into manual customer service and electronic customer service. Among them, manual customer service Customer service can be subdivided into three categories: text customer service, video customer service and voice customer service. Text customer service refers to customer service that is mainly performed in the form of typing and chatting; video customer service refers to customer service that is mainly performed in the form of voice and video; voice customer service refers to customer service that is mainly performed in the form of mobile phone calls.

Customer service centers originated in the 1930s. They initially transferred users' calls to an answering desk or an expert. Since then, as the number of calls and responses to be transferred increased, interactive voice response systems began to be established. This system can enable responses to some of the customers' frequently asked questions to be answered and processed by machine "auto-attendants". In the traditional sense, a call center refers to a call response center that mainly answers calls and provides customers with various telephone response services.

Ensure efficiency while maintaining service levels. The call center must have the following characteristics:

(1) Unification of all channels between customers and the company;

(2) Allow customers to experience any channel interacting with the company;

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(3) Through available technology. Shift customer interactions to lower-cost channels;

(4) Continuously strengthen the automation of the interaction process to respond more quickly and effectively;

(5) Standardize the process. Resolve customer issues in a more timely and appropriate manner.

Reference materials

Hotel call center?Baidu Encyclopedia