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Maximizing Reservationists' Role: A Comprehensive Guide

This chapter explores the vital role of reservationists and how they can make a difference in the hospitality industry. Learn how reservationists can excel as team players by handling tasks from explaining reservation terms to callers to updating VIP arrival information. Discover the benefits of group reservations, travel agent booking procedures, and key responsibilities of reservationists. The chapter also includes quizzes to test your knowledge and reinforce important concepts. Enhance your understanding of reservation operations and elevate your efficiency in this essential role.

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Maximizing Reservationists' Role: A Comprehensive Guide

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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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