Chapter 7, Section 3

1. Chapter 7, Section 3

2. Printed reservation requests may arrive as: • Reservation cards • Letters • Memos • Faxes • Telegrams or telexes • Central reservations office printouts • Group rooming lists

3. Most hotels allow visitor to make reservations through the Internet.

4. For non-converted calls, reservationists enter one of the following: • Number of room nights canceled • Number of room nights denied due to stay controls • Number of room nights adjusted (date of arrival, number of rooms, etc.) • Number of room nights not converted for other reasons

5. Describe these upselling techniques: • Top-down

6. Describe these upselling techniques: • Bottom-up

7. Describe these upselling techniques: • Choice of alternatives

8. Special Request may Include Any of the Following: • Accessible room • Room by the pool • Specific view • Specific bed type • Specific amenities • Smoking or nonsmoking room • Specific floor • Specific room for sentimental reasons • Room away from elevator • Room with good lighting or desk space, room for a crib, etc.

9. Reservationists may respond to request for: • General property brochures • Property promotion brochures • Brochures about property facilities and rooms for guests with disabilities • Copies of the property’s restaurant menus • Rate information • Brochures of local attractions • Map with directions to the property

10. Why should packages marked as “priority” or sent overnight delivery be treated as urgent? • If an overnight delivery is delayed, it could cost the property a repeat guest.

11. Section 7.3 Quiz • True/False: Reservationists make reservations only by telephone. • True/False: Reservationists document phone calls they receive on a reservation call conversion form.

12. Section 7.3 Quiz 3. Which upselling technique describes the lowest priced room first, and then suggests extra amenities and benefits the caller could enjoy in a more expensive room. • top-down • Bottom-up • Choice of alternative

13. Section 7.3 Quiz 4. What do reservationists tell callers who request a special arrangement or room feature for their reservation? • That they can make no guarantees whatsoever • That they will do their best, but they cannot guarantee a specific room • That they can guarantee a specific room with payment in full

14. Section 7.3 Quiz 5. How to reservationists respond to guests who request information such as brochures or rate sheets? • By asking guests to submit their requests in writing • By giving guests a toll-free number to call for that information • By gathering the information and sending it the guest’s address on the same day.