Hotel telephone booking operation process

Answer the phone within three rings and announce yourself (for example, hello, this is XX Hotel).

Ask the guest about the four elements of reservation:

1, arrival date?

2, the required room type (room type should be introduced according to the price from high to low)?

3. Number of rooms required

4. Days of stay.

After asking, see if there is a room that meets the needs of the guests. If yes, ask the guest's name politely first, and then ask the guest the payment method: credit card, cash or debit card.

Be sure to leave the guest's contact information, and then tell the guest when the hotel will reserve a room for him. If the guest fails to arrive after the reservation period, he will sell the reserved room to another guest.

Finally, repeat the guest's reservation requirements.

Extended data

Through the application of the hotel call center, customers can get in touch with the customer service staff of the call center anytime and anywhere through web pages, instant messaging tools, emails, faxes, etc. , and make reservations and other services.

Accept customers' booking applications and other businesses through manual seating, self-service voice service, e-mail, fax and instant chat tools. , generate a dispatch and forward it to the corresponding department for processing. After the results are sent back to the enterprise call center through the network, the customer service staff will reply to the customer by telephone, fax, SMS and email. Customers can also know at any time which part of the business they are applying for and which department is handling it through the system. The system can let the customer service staff know the caller's identity background information for the first time.

Customer service mainly embodies a customer-oriented value, and integrates and manages all elements of the customer interface with the preset optimal cost-service combination. Broadly speaking, anything that can improve customer satisfaction belongs to the category of customer service. Customer satisfaction refers to the gap between what the customer actually "perceives" and what he expects. )

Customer service can be basically divided into manual customer service and electronic customer service, among which manual customer service can be subdivided into three categories: text customer service, video customer service and voice customer service. Text customer service refers to customer service mainly in the form of typing and chatting; Video customer service refers to customer service mainly in the form of voice and video; Voice customer service refers to customer service with mobile phone as the main form.

Originated in the 1930s, the customer service center initially transferred users' calls to the answering desk or experts. Since then, with the increase of calls and answers that need to be transferred, an interactive voice response system has been established, which can realize that some common questions of customers can be answered and handled by the machine "automatic operator". In the traditional sense, the call center refers to a call answering center that mainly answers people by telephone and provides customers with various telephone answering services.

In order to maintain the service level and ensure the efficiency, the call center must have the following characteristics:

(1) Unification of all channels between customers and companies;

(2) Allow customers to experience any channel of interaction with the company;

(3) Changing customer interaction to a lower-cost channel through the existing technology;

(4) Continuously strengthen the automation of the interaction process in order to respond more quickly and effectively;

(5) Process standardization. Solve customers' problems in a more timely and appropriate way.

reference data

Hotel call center? Baidu baike