Process Reservations Course

Course Overview

This course will equip hotel reservations team members with the skills and knowledge to manage guest reservations efficiently from start to finish.

Learning Objectives

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.

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.