How can hotels develop excellent telephone sales skills?

Task

Remark

1

The phone should not ring more than three times

2

My Hotel Reservation Center Telephone Greeting

Good morning/afternoon/evening! My Hotel Reservation Center, I am XX, how can I help you?

3

Listen carefully to the caller's request

A. Set up a call forwarding service if possible

B. Adjust the process if necessary

C. Start the booking process

4

Search hotel inventory by enquiry request

Make sure you have the following information:

Check-in date

How many days do you want to stay?

How many people? How many rooms?

If the hotel has rooms available, reconfirm your check-in and check-out dates (and confirm which day of the week they are) and proceed to step 5.

If the hotel has no rooms, guests are advised to check in at another time (a time with available rooms before or after the expected check-in date).

If you really can't arrange it, you can first record the guest's needs and contact the guest once there is a vacancy, or recommend him another hotel (only do this if the guest asks you to recommend it.)

Note: Never recommend other distribution channels to customers (such as wholesalers and travel agencies, etc.)

5

Have you stayed in our hotel before?

If you have never lived there, please read Article 6. If you have lived there, please read Article 9.

6

Are you traveling for business or leisure?

If it is a business trip, ask the caller which company he works for, and then go to number 7. However, while you are introducing the hotel, look up the caller's company information and associate his reservation information with the specific company.

If you are travelling for leisure, please see Article 8.

Note: This question is asked to personalize the sale to meet the caller's needs.

7

Hotel Overview (For Business Travelers)

Introduce the hotel's positioning (real business selling point)

Geographic location (nearby public transportation information, distance to office locations, restaurants and business districts)

Facilities (convenience store, meeting room, gym, parking lot, restaurant, etc.)

Room introduction (emphasis on special facilities for business travelers)

See Article 11

8

Hotel Overview (For Leisure Travelers)

Introduce the hotel's positioning (real leisure selling point)

Geographical location (nearby public transportation information and distance to various attractions)

Facilities (convenience stores, restaurants, gyms, parking lots, etc.)

Room introduction (emphasis on leisure facilities)

See Article 11

9

Get guest information

"Very good, welcome back! Could you please tell me your name so I can find your relevant information?

10

View guest stay history

Throughout the remainder of the sales process, address the customer by name (at least three times).

11

Introduce your room (this is the best time to make a sale)

Reconfirm the guest's information

View the guest's previous hotel stays and confirm their address and personal information.

"We now have XX rooms at XX price."

Note: When responding to price resistance, emphasize the hotel's limited inventory and reiterate that this rate is the best available. If possible, state why inventory is limited (cite specific events). Never use terms such as "better" or "cheaper." Do not apologize to the caller for the price because your price is reasonable.

Emphasize that this rate is the best available right now and that you cannot guarantee that it will remain the same in the future. If more bookings come in, the rate may have to go up.

If the guest still thinks the room rate is too high, then it is recommended that he check in during a time period with more favorable room rates.

When you give guests this kind of "don't miss the opportunity" psychological hint, it is easier to convert telephone inquiries into bookings.

12

Convert phone inquiries into bookings

1: Do you want to confirm this reservation?

2: Could you please confirm this reservation for you?

13

Processing orders

Record all the information needed for the reservation, including the company name (even if the company has no previous connection with the hotel.)

Confirm details (including guest's name, inform guest of hotel's cancellation or change conditions, check-in and check-out times, early check-out fee and reservation number.)

14

Conclusion

Ask the guest if there is anything else you can do to help him.

Send guests a booking confirmation (with local must-sees, transportation information, taxi service information, etc.).

Thank the guest for their call and say we look forward to seeing them again.