Forbes Travel Guide Reservation Service Standards

What role does a reservationist play in providing a luxury experience?

• Staff is more accurate than an online booking

• Staff can create a personal touch and first impression than online booking

• Staff is quicker than an online booking

• Staff is slower but preferred by guests who need more detail to book

What can a reservationist do to ensure that they create a luxury experience for your Guests?

• Be firm and get straight to the point.

• Limit your interaction to a set number of standard questions.

• Work quickly.

• Listen to Guests and connect with them.

Which of the following Forbes Travel Guide Elements of Luxury standards must be adhered during the reservations process?

• The telephone must be answered within 3 rings

• The staff looks forward to their visit and understands their personal needs

• The staff conveys enthusiasm.

• Confirmation is offered and received within 24 hours of the call.

Guests must feel that the reservationist is looking forward to their visit.

• True

• False

What does Graciousness, Thoughtfulness & Sense of Personalized Service look like when making a reservation?

• Follow-up questions are avoided.

• The Guest leads the conversation.

• The interaction is limited to a set number of standard questions.

• The reservationist leads the conversation

What can you do to show the Guest that you are genuinely interested in their stay while making a reservation?

• Lead the conversation.

• Ask appropriate follow-up questions and actively listen.

• Only ask standard questions.

• Let the Guest lead the conversation.

Which of the following scenarios the staff displaying Graciousness, Thoughtfulness & Sense of Personalized Service?

• Staff is calm and clear and always avoids follow-up questions.

• Staff speaks quickly, lets the Guest lead the conversation

• Staff is calm and clear, leads the conversation and provides suggestions

• Staff always keeps the conversation short and always says goodbye.

Which of the following reservation service standards is classified as Technical Execution, Skill & Knowledge?

• Offered a choice of room rates and types and able to describe the features

• The service is handled without excessive delays or disruptions

• Staff offers hotel services e.g transportation, dinner or spa reservations

• Guest is offered a selection of refreshments to choose from upon arrival

When making a reservation, staff has to repeat the details of the booking and provide a confirmation number.

• True

• False

During a reservation it is NOT required that a reservationist can effectively provide directions and associated costs.

• False

• True