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14 Step Process How to make a Reservation ROOM SELLING FEATURES -An essential process for all reservation Sales teams is to list the selling features of each room type and have an accessible description for sales agents to utilise in their selling process UPSELL OPPORTUNITY LIST – Have a list of upsell opportunities such as reserving the room from the night before for an early check in, access to a Club lounge for an additional fee, Guaranteed Upgrade to a better room category for an additional fee etc. 1. 2. 3. 4.

Allow me to check the availability for you Yes we do have availability – allow me to quote you our rates OFFER A WAITLIST IF THE HOTEL IS FULLY COMMITTED Quote rates according to the Hotel’s selling strategy and DESCRIBE SELLING FEATURES OF ROOMS 5. ASK FOR THE SALE – Shall I reserve one of these rooms for you 6. Have you stayed with us before? – CHECK GUEST HISTORY OR BUILD RESERVATION PROFILE 7. May I have your arrival time? – UPSELL OPPORTUNITY eg, pre book room from the night before to guarantee and early check in 8. Are you travelling on business or leisure? – UPSELL OPPORTUNITY 9. REFER TO LIST OF UPSELL OPPORTUNITIES 10.Reconfirm the Reservation, name, room type, rate, dates & special requests 11.Advise the Confirmation Number 12.Advise the Cancellation Policy 13.Are there any other requests I can assist you with? – UPSELL OPPORTUNITY 14.Thank you for calling and enjoy your stay with us ARMA © 2014 – Australian Revenue Management Association / www.revenuemanagement.com.au


Arma 14 step process  

Many properties under estimate the power of the Reservations Team as a critical Sales Team in the property. Do you have an effective sales p...

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