Disposition and Accuracy
A hotel manager reaches out for assistance.
What is...Owner Inquiry
This/These properties have grills
What are CCR and some cottages at NBR
I start a new reservation here
What is the Reservations Tab?
These fields MUST be filled out on a lead form to be compliant
What are:
-Guest name (Capitalized correctly)
-Date
-Reason for stay
I am a month of the year that has 28 days
What is...all of them
A guest calls regarding a team baseball block that was set up and wants to "leave" a deposit on one of the rooms but decides to first check with others
What is a Hot Lead?
This EOS property is the next closest to Monterey Bay Suites
What is Ocean Reef Resort?
I can search for a reservation using these
What are:
-First/Last name
-Reservation number
I can overcome a guest refusing to provide their information before hearing rates or availability by doing this
-still commit to assisting and moving along with your call flow and try to de-escalate while complying with the guest.
(Ask your questions in between while you search. A show of compliance with the guest often times calms them and they become more willing to offer information)
I must be broken before you can use me
What is an egg?
A guest booked their reservation an hour ago and called to advise they have not received their confirmation. What do we advise the guest to assist?
What is...Emails take 24-48hours to receive
This resort has a 30-day cancellation window for 4-7 bedrooms
What is North Beach Resort and Villas?
In order to search for a guest reservation successfully, I must ensure these steps are followed
What are:
-First/Last Name
-Calendar dates removed
-Specific resort selected
-Click "Go"
A guest is coming for a family vacation at this resort of choosing. Highlight a property feature and demonstrate property knowledge
...
I am a question you can never answer yes to
What is...are you asleep?
A guest calls the wrong resort but asks for our rates anyways. You assisted with rates for April 24th-29th, but before you could ask for the sale, the call disconnects
What is...Hot Lead
This location is my next best cross-sell from Bayview Resorts
What is Breakers Resort?
I search for a Group reservation by completing the following steps
What is:
-Select "Group" on the main dashboard
-Enter the group name
These necessary steps must be included in the notes for the credit to be given for "Accurate and high-value lead form"
What are:
-All units discussed
-All rates discussed
-Clear and concise notes that are easy to interpret by yourself and others
-Lead form filled out and capitalized correctly and in full (Name punctuated, lead status, assigned agent, follow-up information filled out)
I am always in front of you but cannot be seen
What is the future?
You are following up with Jane Brown but Tiffany, her sister picks up instead and asks to take a message on her behalf because her sister is not home at the moment
What is...Outbound Call Left Message
This/These resorts offer free breakfast
What are The Strand and Monterey Bay Suites
I can identify a third-party reservation by checking/looking here... (list the areas)
What are:
-Reservation Alias
-Rate code
-Reservation Details (Booked by)
How would you overcome an objection and create urgency if a guest says they will callback/check with their relative/price
...
There’s a one-story house in which everything is yellow. Yellow walls, yellow doors, yellow furniture. What color are the stairs?
What is..there aren't any. It's a one-story house