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Thank you for calling the Reservation Counter. My name is $AGENTNAME. Whom do I have the pleasure of speaking with? Thank you (CLIENTNAME). How may I help you today? Great. You have come to the right place. I am positive I can find exactly what you need, but first I need to ask you some questions. (Tone: Be friendly and wanting to help them out)

Probing Questions: (If they already gave you information, repeat the information to make sure you understand and then move onto asking additional appropriate probing questions)

Have you ever stayed at this hotel?
Are you traveling for vacation or business?
What location are you interested in visiting?
What specific hotel are you looking to stay at?
What are your check in and check out dates?
What are some of the amenities that you would like for your stay?
What is the price range per night you are looking for?

Thank you for that information. Give me a minute while I search our availability. I promise you that I will find the best match based upon what you have told me.

Features/Benefits: (Always match the features and the benefits of the hotel to the client’s wants/needs)

For Example: While I look up availability, let me inform you that this hotel has free breakfast and an indoor pool (Feature). That is great because you and the kids can go down and get breakfast in the morning and after playing all day you can relax with a swim when you return to the hotel (Benefit).

Offer (Once we have all the information we can offer what the client wants/needs)

(CLIENTNAME), based on what you have told me I do believe the best room suited for you today would be ____________. (Tone: Confidence that you are presenting them exactly what they wanted in a booking)

Assumptive Close: (Always use an assumptive close)
     
 
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