The conversation between a receptionist and a guest should always be carried out in a pleasant and professional manner and could consist of the following questions and answers:
This shows the guest that the receptionist is there to be of service and that they want to help the guest. The guest could answer that he wanted to make a reservation of a room, on a particular date.
The receptionist would ask this question, as the guest could be booking a room for himself, or he could be traveling and booking in with somebody else. By asking this question the receptionist is leaving the option of the different rooms up to the guest. The guest would decide which room he would like and respond as such.
This question is asked to ascertain whether the guest would like an evening meal and breakfast the following morning, or simply breakfast or in fact no meals at all. This would have a bearing on the check in time of the guest and would also establish whether or not the guest would like the meals in question.
If the guest decided that he would like half board, then the receptionist would give the check-in time, the checkout time and the cost of the service provided. This would lead onto the next question from the receptionist.
This option is provided as the guest may wish to pay in cash on arrival or he may like to pay by card over the phone. Either way, a deposit is normally taken to reserve the room. The guest will feel valued and looked after and because of the level of service, is more likely to book in again in the future.
- How may I help you?
This shows the guest that the receptionist is there to be of service and that they want to help the guest. The guest could answer that he wanted to make a reservation of a room, on a particular date.
- What size room would you like to reserve?
The receptionist would ask this question, as the guest could be booking a room for himself, or he could be traveling and booking in with somebody else. By asking this question the receptionist is leaving the option of the different rooms up to the guest. The guest would decide which room he would like and respond as such.
- Would you like that as bed and breakfast, room only or half board?
This question is asked to ascertain whether the guest would like an evening meal and breakfast the following morning, or simply breakfast or in fact no meals at all. This would have a bearing on the check in time of the guest and would also establish whether or not the guest would like the meals in question.
If the guest decided that he would like half board, then the receptionist would give the check-in time, the checkout time and the cost of the service provided. This would lead onto the next question from the receptionist.
- How would you like pay?
This option is provided as the guest may wish to pay in cash on arrival or he may like to pay by card over the phone. Either way, a deposit is normally taken to reserve the room. The guest will feel valued and looked after and because of the level of service, is more likely to book in again in the future.