Courses

Process Reservations

Welcome to the course “Process Reservations”, designed specifically for hotel reservations team members. This comprehensive training program will equip you with the skills and knowledge necessary to manage guest reservations from start to finish effectively.

Duration: 2 Hours

Department: Front Office

Level: Skills

Start: Flexible

Process Reservations

By the end of this course, you will be able to confidently handle all aspects of the reservation process and provide guests with exceptional customer service.

Learning Outcomes:

Receive reservation requests

Determine the availability of the requested reservation and advise the customer.
Offer alternatives for unavailable reservations including waitlist options.
Answer enquiries regarding costs and other product features.

Record details of reservation

Record customer details against their reservation to allow correct interpretation by other operational personnel.
Enhance customer service and operational efficiency by using available customer profiles or history.
Record any special requests.
Confirm all details with the customer, confirm their understanding and agreement
File the reservation according to system or procedural requirements and provide the customer with a reference code.
Prepare and issue documents tailored to customer reservation.

Update reservations

Retrieve reservation data.
Accurately update financial status of the reservation.
Accept, process and record any customer requests for amendments or cancellations.
Provide details of amendment or cancellation conditions and charges and confirm customer understanding.

Advise others on reservation details

Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues.
Compile and provide reservation statistics.
Minimise the use of printed materials and maximise electronic transmission and record keeping to reduce waste.