IKL Knowledge

Opera Reservations Process Manual

2015

Reservations

3.3

Telephone Reservation Guidelines

Operator

Good (Morning, Afternoon, Evening), Pub Name and Innkeeper’s Lodge, (Name) speaking, how may I help you?

Booker/Guest

Do you have any rooms for the (26th March)?

Operator

Is that (Saturday 26th March 2011)? (Confirm back day AND date)

Booker/Guest

Yes

Operator

And for how many nights?

Booker/Guest

(2 nights)

Operator

I will check availability for you. How many rooms do you require?

Booker/Guest

(One room) please

Operator

How many people will be staying? (What room type would be best?)

Booker/Guest

(2 adults)

Operator

I can do that for you (explain the room layout). I can offer our (Flexible rate) which is (£81.99) per room, per night, and includes a full cooked breakfast. Would you like to go ahead with the reservation?

Booker/Guest

Yes please

Operator

Have you stayed with Innkeeper’s Lodge before? (Check for Profile by asking for their surname, first name etc)

Booker/Guest

(Mrs Anne Smith)

Operator

Will you be (one of) the guest(s) staying in the room? (Use as appropriate)

Booker/Guest

Yes

Operator

Can I take your postcode please (Mrs Smith)?

Booker/Guest

Yes, it is (B3 1JP)

Operator

Is that (Fleet Street, Birmingham)? (Confirm postcode as required)

Booker/Guest

Yes

Operator

And do you have a house name or number?

Booker/Guest

(Number 18)

Operator

Thank you (Mrs Smith). Can I please take a contact telephone number and email address so I can send you booking confirmation

Booker/Guest

(07700 444 555)

Operator

Thank you, can I please take the card type and the long number on the front of the card to secure your booking?

Booker/Guest

Yes, it is a (visa) card and the long number is (4444 4444 4444 4444)

Operator

And the expiry date on the card?

Booker/Guest

(02/12)

Operator

Is there an issue number on the card? (Only ask if a switch card)

Booker/Guest

(3)

Operator

And the name as it appears on the card please?

CONTINUED

17

Innkeeper’s Lodge

Opera Process Manual