IKL Knowledge

Opera Reservations Process Manual

2015

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3.3

Reservations

Booker/Guest

(Mrs A Smith) (Remember to check if a third party card form is required) Thank you. There is no payment taken from the card, it acts as a guarantee, you will be asked to pay in full upon check in at the lodge. (This applies to our Flexible rate, other rates have different terms) Mrs Smith can you please confirm that the following details are correct? The reservation is for (1) room(s) on (Saturday 26th March 2011 for 2 nights) at the Innkeeper’s Lodge (Doncaster). I have booked (1 double) room on our (Flexible rate with English Breakfast) at (£81.99) per room, per night, inclusive of VAT and a complimentary buffet breakfast. Check-in is between 3pm & 11pm and you can cancel up to 1pm on the day of arrival without incurring any charges. Any cancellations or non arrivals after 1pm will incur the first nights charge in full. This will be taken from the guarantee card against your reservation. (First night’s value in full) Your reference number (AZR1234). Is there anything else I can help you with (Mrs Smith)? (Remember that different rate types have different guarantee/payment and cancellation terms and conditions).

Operator

Booker/Guest

No thank you

Operator

Thank you (Mrs Smith), We look forward to seeing you then Goodbye (Wait for booker/guest to hang up)

It is important to recap the booking terms and conditions, including the payment terms and cancellation policy. The above script is a guideline, which can be adapted to suit. Always try and sell inclusive of cooked breakfast where possible and remember to ask for the business! Use the guest’s/booker’s name three times during the conversation. Lodges can sell the promotional rates when they are visible to sell. Sometimes a 2 night stay might apply. Do not quote rates to the guests if none are coming forward, as rates are always subject to availability/change.

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Innkeeper’s Lodge

Opera Process Manual