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Chapter 7, Section 1

Chapter 7, Section 1. Reservationists Can Make a Difference!. Reservationist can be Excellent Team Players by:. Explaining reservation terms to callers Notifying engineering staff members about repair needs Updating the concierge with information about guest requests and VIP arrivals

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Chapter 7, Section 1

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  1. Chapter 7, Section 1

  2. Reservationists Can Make a Difference!

  3. Reservationist can be Excellent Team Players by: • Explaining reservation terms to callers • Notifying engineering staff members about repair needs • Updating the concierge with information about guest requests and VIP arrivals • Learning the hours of operation and the location of restaurants, lounges, health clubs, and other areas at the property

  4. Look What Scripts Can Do: • Walk reservationists through a sale. • Provide suggested phrases to use when taking reservations. • Help reservationists ask for information in the most efficient order. • Help reservationists keep control of the call.

  5. Important Group Member Reservation Information: • List of groups • List of group rates • List of group dates • Source of business codes • Group reservation methods

  6. Making Travel Agent Reservations • Get the travel agent’s International Air Transport Association (ATA) number, and enter it into the computer. • Ask for travel agency’s complete address. • Verify the correct commission. • Determine an agent’s commission for groups.

  7. In General, Reservationists are Responsible for: • Taking reservations by telephone, printed form, Internet, etc. • Blocking rooms and arranging forecast reports • Documenting and filing various reservation records • Processing payment or cancellation of reservations

  8. Section 7.1 Quiz • Travel agents are more likely to book rooms at a property when they get their _____. • _____ help reservationists ask for information in the order that is most efficient for them and the caller.

  9. Section 7.1 Quiz 3. Why are group reservations very beneficial to a lodging property? • Group reservations require less attention than individual reservations. • Group reservations are handled by the sales department, leaving reservationists free to book more individual reservations. • Group reservations keep occupancy levels high and bring in a lot of revenue.

  10. Section 7.1 Quiz 4. One way in which reservationists can be excellent team players is by: • Transferring callers inquiring about adjoining or connecting rooms to a front desk representative. • Telling engineering staff members about needed repairs and initiating maintenance requests, if necessary. • Asking the accounting department to determine a travel agent’s commission for booking groups.

  11. Section 7.1 Quiz 5. Which one of the following is a common task performed by reservationists? • Blocking rooms and arranging forecast reports. • Personally greeting VIP arrivals. • Setting group rates.

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