Reservationists can make the difference between a profitable occupancy rate and a bleak one.
This guide gives them all the skills they need to be powerful sales tools for your property.
Reservationists will learn to:
- Use effective telephone sales techniques
- Accurately take and process reservations
- Prepare room availability forecasts
- And more!
This binder is divided into 6 tabbed sections:
- Overview
- Prepare to Train
- Present/Practice
- Follow Up
- Employee Knowledge
- Employee Skills
This guide provides the basis of a six-day training course for new employees and current
employees. Tabs 2, 3, and 4 provide details on how to train new and current employees using
the Job Knowledge, Task List, and Breakdowns.
This guide also provides information for the person training these new and current
employees, such as:
- What Makes a Good Trainer?
- What are a Trainer's Responsibilities?
- What Should a Trainer Expect From Employees? — Employees With Disabilities, Language
Barriers, and Limited Reading Skills
- Four-Step Training Method — Prepare, Present, Practice, Follow Up
The Employee Knowledge tab includes:
- Quality Guest Service
- Bloodborne Pathogens
- Personal Appearance
- Emergency Situations
- Lost and Found
- Recycling Procedures
- Safe Work Habits
- Manager on Duty
- Your Property's Fact Sheet
- Employee Policies
- The Americans with Disabilities Act
Employee Skill tab contains:
- Use the Reservations Computer System
- Use the Reservations Department and 800-Number Printers
- Use the Facsimile Machine
- Use the Photocopy Machine
- Follow Yield Management Procedures
- Greet Callers and Direct Calls
- Take Reservations by Telephone
- Take Reservations by Printed Form
- Take Reservations for Guests in Group Blocks
- Use the Guest History System
- Use Effective Telephone Sales Techniques
- Promote Special Marketing Programs
- Block Rooms for Guests With Special Requests
- Process Reservation Records
- Process Reservation Confirmations
- Set Up and Monitor Group Reservation Masters
- File Reservation Records
- Document Reservation Calls
- Give Directions
- Mail Information to Potential Guests When Requested
- Process Prepayments and Advance Deposits for Reservations
- Process Reseravation Changes and Cancellations
- Process Travel Agent No-Show and Cancellation Forms
- Complete and Run All Required Reports
- Help Prepare Room Availability Forecasts
- Prepare and Turn in the Reservations Department Checklist
- Review the Arrivals List for Errors
- Call Competitor Properties to Monitor Business
- Keep the Reservations Area Organized and Clean
- Respond to Emergency Alarms
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