Handling Room Reservation

1. Answer all telephone calls within 3 rings

2. Accept reservations according to Hotel Room Status
3. Complete all details required on the Reservation Form ( Reservation Form
attached )
 A reservation must be completed for each booking and written legibly
 One form is required for each booking
4. Input all reservation data into the system correctly and complete the
Reservations Number onto Reservation Form
5. Filling the Reservation Form according to the date of arrival
 All correspondence relating to room reservations are held in drop files in
date order, by month. It is essential that filling is accurate to avoid timely
delays in locating information when the need arises
6. Always confirm reservation requests within 24 hours
7. Never separate the room block for groups
8. VIPs and special attention guests will be pre-blocked at the point of
reservation
9. Special room request by caller will be blocked according to availability
 All requests for room during the closed out period will be put on the
waitlist. Priority will be given to VIP and frequent / regular guests
10. Airport transportation request must be taken accurately and input the
information into the system. For same day request, concierge must be
informed immediately
 Check and verify that arrival information is correct and up to date
 Confirm to caller the cost of the pick-up services
 Explain carefully to caller how the guest could find our hotel
representative

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11. All reservations will be released at 6pm if not guaranteed in order to ensure
accurate hotel booking status during operation. Bookings can be guaranteed
by either cash deposit, credit card number or letter of undertaking
 Deposit will be forfeited if cancelation is made within 48 hours. Cash will
not be refunded, CC charge will be imposed and Letter of Undertaking
billed accordingly
12. Repeat all information to caller
13. Always thank the guest for calling by saying “Thank you for calling Aston
Marina” and wait for caller to hang-up before replacing receiver
14. Never eat, or talk to co-workers, while on phone.
15. Always greet guests with a smile.

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