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Reservation Format

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					                                           Sample
                                      Premier Pro Points
                       Reservation Quality Assurance Test Call
                                                          Prepared By




                                                   Inquiry Details
   Facility Being Shopped:        Sample Hotel                               Shop Type:        Reservations

               Date of Shop:      November 13, 2002                                  Code:     251

                        Agent:    Eddie                                                 ID:    251b(11)pm
            Market Segment:   Business Traveler           Number of Guests: 1
                 Client Name: Pam Young                        Time of Call: 2:31 PM EST
                     Request: One room arriving December 2, 2002, departing December 4, 2002



       Confirmation Number:       32413                              Cancellation Number:     111432413



                                                   Score Summary
                                     Section                   Possible        Actual             %

                    Greeting                                     7               7             100%
                    Qualification of Needs                       3               3             100%
                    Presentation                                 9               7              78%
                    Handling Objections                          3               3             100%
                    Attempt to Close                            11               9              82%
                    Cancellation Call                            8               5              63%
                    Total With Cxl Call                         41             34               83%
                    Total Without Cxl Call                      33             29               88%



                                                Financial Summary
                                      2 roomnights @ $299.00                                  $598.00




Sample Premier Pro Points for Reservations                                            Sample Hotel November 13, 2002 251b(11)pm Eddie
                                                            Greeting
  Switchboard
  1. Number of rings before answer           2     Answered in four rings or less        Yes     No         N/A
                                                                                           2       0          0
  2. Call dealt with immediately w/out being put on hold               Yes          No          N/A
                                                                           1         0             0
  3. Professional and friendly greeting                                Yes          No          N/A
                                                                           1         0             0

  Reservations Department
  4. Number of rings before answer 1               Answered in four rings or less        Yes     No         N/A
                                                                                           2       0          0
  5. Number of seconds on hold               0     Caller placed on hold                 Yes     No         N/A
                                                                                           0       0          0
  6. If put on hold, client is asked for permission                    Yes          No          N/A
                                                                           1         0             0
  7. If put on hold, Caller on hold 25 seconds or less                 Yes          No          N/A
                                                                           1         0             0
  8. If put on hold, when returned to phone, Agent                     Yes          No          N/A
     apologizes and thanks client for holding                              1         0             0


  9. Professional and friendly greeting                                             No          N/A
                                                                       Yes
                                                                           1         0             0


 Subtotal Greeting: 100% 7 points out of a possible 7




                                                 Qualification of Needs
10. Agent asks if traveling on business or pleasure                    Yes          No          N/A
                                                                           1         0             0
11. Agent asks if client has stayed at the hotel before                Yes          No          N/A
                                                                           1         0             0
12. Agent asks number of people in the party                           Yes          No          N/A
                                                                           1         0             0
13. BONUS POINT Agent asks if there are an special                     Yes          No          N/A
    requests ( smoking preference or Bedtype options are                   1         0             0

    not considered a special request)

 Subtotal Qualification Score: 100% 3 points out of a possible 3



                                                       Presentation
14. Agent presented a feature of the accommodations                    Yes          No          N/A
    and/or the hotel without prompting and before quoting                  2         0             0

    rate.
15. Agent includes a benefit statement                                 Yes          No          N/A
                                                                           2         0             0

16. If dates are unavailable, client is asked for alternate            Yes          No          N/A
    dates                                                                  2         0             0
17. BONUS POINT Agent attempts to upsell                               Yes          No          N/A
                                                                           2         0             0
18. Agent is able to respond to reasonable questions                   Yes          No          N/A
                                                                           2         0             0
19. Agent uses client’s name during all                                Yes          No          N/A
                                                                           1         0             0
20. Agent was friendly and professional                                Yes          No          N/A
                                                                           2         0             0


 Score: 78% 7 points out of a possible 9



Sample Premier Pro Points for Reservations                                           Sample Hotel November 13, 2002 251b(11)pm Eddie
                                                 Handling Objections
 First Rate Quoted: $299.00              If an objection was raised, final rate quote was: $299.00

21. If confronted with an objection, Agent offers alternative            Yes         No              N/A
    option or responds effectively to overcome objection.                   3          0               0

    (If holding firm, must say something more than, “That is
    the best rate.”)

 Score: 100% 3 points out of a possible 3




                                                    Attempt To Close
 22. Agent asks for the business                                         Yes         No              N/A
                                                                           5           0               0
 23. Agent repeats all information back to client                        Yes         No              N/A
     (# Rms, C/I & C/O Dates, Rate, Guarantee Status)                      1           0               0

 24. Agent explains cancellation policy including the                    Yes         No              N/A
     penalty for canceling                                                 1           0               0


25. Agent explains guarantee policy which must include                   Yes         No              N/A
    how long room will be held for                                         1           0               0

26. Confirmation number is offered without prompting                     Yes         No              N/A
                                                                            2          0               0


27. Agent ends call with friendly and professional                       Yes         No              N/A
    conclusion (i.e. more than just “Goodbye”                               1          0               0


 Subtotal Closing Score: 82% 9 points out of a possible 11




                                                     Cancellation Call
28. Call is answered within 4 rings by switchboard                       Yes         No              N/A
                                                                            1          0               0

29. Call is answered within 4 rings by reservations                      Yes         No              N/A
                                                                            1          0               0

30. Agent was friendly and professional                                  Yes         No              N/A
                                                                            2          0               0
31. (Bonus) Agent uncovers reason for cancellation                       Yes         No              N/A
                                                                            1          0               0
32. Agent seeks alternative date to rebook                               Yes         No              N/A
                                                                            2          0               0
33. Cancellation number is offered without prompting                     Yes         No              N/A
                                                                            1          0               0
34. Agent ends call with friendly and professional                       Yes         No              N/A
    conclusion (i.e. More than just “Goodbye”                               1          0               0




 Score: 63% 5 points out of a possible 8




Sample Premier Pro Points for Reservations                                             Sample Hotel November 13, 2002 251b(11)pm Eddie
 Recap of Call

 The reservation call was placed on Wednesday at 2:31 PM EST. The hotel answered after two rings
 with a pleasant greeting. The caller asked for reservations and was immediately transferred. The agent
 answered after one ring with a very quick greeting. The caller inquired about making a reservation and
 the agent asked the arrival date, the number of nights, and if caller was with a group or a company. He
 stated he had rooms available and offered a rate of $299.00. The agent asked to make the reservation
 and stated the rooms offered either a king-sized bed or two twin beds overlooking the river or the city.
 The caller objected to the rate and the agent stated it was a very busy time for the hotel and that would
 be the best rate he could offer for the stay. Eddie asked again if the caller would like to make the
 reservation and Caller stated she would. He asked the number of people in the party and if it was the
 first time in the city and at the hotel for the caller. Eddie stated the hotel had a swimming pool and
 health club that were complimentary to guests and were open from 6:00 AM to 10:00 PM. He verified
 the arrival date, number of nights, and asked if Caller would like to upgrade to a junior suite. The caller
 declined and Eddie asked for Caller's smoking preference, if Caller preferred the river or the city view,
 and suggested the river view. He then asked for the caller's last name, first name, address, and verified
 that a king non-smoking would be suitable to Caller. Eddie asked for a credit card to guarantee the
 room, took Caller's telephone number, and stated they offered a three-star restaurant that specialized in
 American cuisine and served breakfast, lunch, and dinner. Eddie confirmed the arrival date, number of
 nights, room type, smoking preference, rate, and credit card to guarantee the room for late arrival. He
 offered the check-in and check- out times, stated they had a 48-hour cancellation policy by 4:00 PM to
 avoid any penalty. Eddie added he had reserved a room in the East Tower overlooking the river, asked
 if Caller had any other special requests, and offered the confirmation number. He then thanked the
 caller for her business and the call was ended with a professional conclusion.

 The cancellation call was placed on Thursday, November 14, 2002, at 12:13 PM EST. The hotel
 answered after one ring with a pleasant greeting. The caller asked for reservations and was transferred
 immediately. After 15 rings, Lawrence answered with a professional greeting. Caller stated she needed
 to cancel a reservation and Lawrence asked for the confirmation number or the last name. Caller
 offered the confirmation number, Lawrence verified the number, the name on the reservation, and
 asked if Caller wished to cancel both nights. Caller stated she would, the agent asked for Caller's
 name, and apologized for asking her name. He offered the cancellation number and the call ended with
 a pleasant conclusion.




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Sample Premier Pro Points for Reservations

				
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