Reservation Basics
What three basic pieces of information are usually needed to create a reservation?
Customer/guest name, reservation dates, and number of guests.
What should an agent do first when a customer is upset?
Listen, remain calm, and acknowledge the customer's concern.
A customer says they booked for Friday, but your system shows Saturday. What should you do?
Verify the customer's confirmation and reservation details and determine where the discrepancy occurred before making changes.
Customer: "I just want to make a reservation."
Absolutely! I'd be happy to help you with that. May I start with the dates you'd like to reserve?
What has keys but can't open a door?
A piano.
Why should an agent repeat the reservation details back to the customer before ending the call?
To verify accuracy and prevent misunderstandings or errors.
What communication technique shows a customer that you understand their concern?
Empathy and active listening.
A customer says they never received their confirmation email. What should you check?
Verify the email address, reservation status, and confirmation details, then resend the confirmation according to procedure.
Customer: "Why do you need all this information?"
That's a great question. We need the information to make sure we create the reservation accurately and have everything needed to assist you.
What gets wetter the more it dries?
A towel.
A customer wants to change their reservation dates. What should you check before confirming the change?
Availability, rate, restrictions, and applicable change/cancellation policies.
A customer says, "I've already explained this three times!" What is a good response?
Acknowledge their frustration, apologize for the repetition, and take ownership of helping resolve the issue.
A customer wants to cancel but says they were never told about the cancellation policy. What should you do?
Review the reservation and applicable policy, explain it clearly and professionally, and follow the appropriate procedure.
Customer: "Your price is too expensive!
I understand. Let me see what options are available and whether there are any other rates or dates that may work better for you.
What has many teeth but cannot bite?
A comb.
What is the difference between a reservation request and a guaranteed reservation?
A request may be subject to availability or confirmation, while a guaranteed reservation has been confirmed according to the applicable terms.
Why should an agent avoid saying, "That's not my job"?
It can make the customer feel dismissed. The agent should take ownership and help find the appropriate solution.
You see two reservations for the same customer with overlapping dates. What should you do?
Verify with the customer whether both reservations are intentional and follow the appropriate procedure for duplicate reservations.
Customer: "I want a room, but I don't know exactly when I'm traveling."
No problem. If you'd like, we can narrow down your preferred timeframe and look at the options available for those dates.
What can travel around the world while staying in one corner?
A stamp.
A customer asks for a specific room/location that isn't guaranteed. What should you tell them?
The request can be noted, but it cannot be guaranteed unless the reservation specifically includes that guarantee.
A customer is yelling at you. What should you NOT do?
Argue, match their tone, interrupt unnecessarily, or respond emotionally.
A customer claims another agent promised them something that isn't documented on the reservation. What should you do?
Don't blame the other agent. Review the available information, determine what can be done under current policy, and offer the best available solution.
Customer: "If you don't fix this right now, I'm never booking with your company again!"
I understand how frustrating this situation is, and I want to help. Let me review the reservation and see what options are available to resolve this for you.
What has a head and a tail but no body?
A coin.