Groups, Amendments and VIP Bookings
Group enquiries, options, amendments and cancellations, bookings from websites and agencies, VIP bookings and gift vouchers.
- Price
- From €275 per person
- Duration
- Agreed with the hotel
The programme works on bookings that take more steps than a standard call. It covers group enquiries, from the first questions to the rooming list; options with their expiry date; amendments and cancellations, with the terms stated before anything is changed; and the check of bookings from websites, travel agents and tour operators. It also covers VIP bookings, with the level agreed with guest relations and the guest's privacy protected, and gift vouchers from sale to redemption.
The outcome
Every booking outside the standard call follows clear rules: options lapse on the date written, amendments reach every department, and VIP guests find the room prepared as agreed. Availability in the PMS stays accurate, and the guest receives in writing what they were told.
Targeted Groups
This programme is designed for:
- Reservations agents
- Reservations managers
- Sales and events managers handling groups
- Revenue managers, for bookings from websites and agencies
- Guest relations staff, for VIP bookings
- Newly hired reservations staff
Course Objectives
By the end of the programme, participants will be able to:
- Take a complete group enquiry and send a written proposal within the agreed time
- Hold an option with a written date, call before it falls and release the rooms on the day
- Handle an amendment in one call, stating the price difference before making it
- Handle a cancellation calmly, stating the terms at once and leaving exceptions to the duty manager
- Check every website and agency booking against its voucher and record who pays for what
- Recognise a VIP booking and agree its level with guest relations
- Protect the privacy of a guest who asks for discretion
- Sell, register and honour a gift voucher as a gift
Targeted Competencies
Participants will develop the following competencies:
- Group enquiries and proposals
- Options and expiry dates
- Booking amendments
- Cancellations and charges
- Bookings from websites, agents and tour operators
- VIP bookings and the arrival plan
- Guest privacy
- Gift vouchers
Unit 01
Groups and options
- First-call questions: dates, rooms, reason for the trip, who decides
- The option: a date stated, written and followed by a call before it falls
- The written proposal, the contract and the rooming list
- Handing the group over to front office, housekeeping and guest relations
Unit 02
Amendments and cancellations
- An amendment in one call, with the price difference stated first
- Restaurant, spa and transfers moved with the booking
- Cancellation: terms stated at once, exceptions decided by the duty manager
- The new confirmation, and every department informed
Unit 03
Bookings from websites, agents and tour operators
- The voucher check: name, dates, room and meal plan
- Who pays for what: the channel, the virtual card, the guest
- The room allocated as for a direct booking
- Changes made through the channel that sold the booking
Unit 04
The VIP booking
- Recognising the guest and flagging the booking in the PMS
- The level agreed with guest relations and the front office manager
- Preferences, the blocked room and the shared arrival plan
- Privacy: an alias, no names on display, no confirmation to anyone who asks
Unit 05
Gift vouchers
- Asking about the occasion before the amount
- A numbered voucher, registered and written with its validity
- Booking the recipient's stay and welcoming them as any other guest
- Expiry, loss and refunds
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €275 per person
This is the starting price. The final one depends on how many people we train, the time it takes and what your hotel needs.