Telephone and Email Sales: From Enquiry to Confirmed Booking
Answering the phone, the booking call, email replies, the written confirmation, call-backs and the waitlist.
- Price
- From €275 per person
- Duration
- Agreed with the hotel
The programme works on the path of an enquiry through reservations, from the first ring to the written confirmation. It covers answering the phone, holding and transferring calls, the booking call with its room recommendation, planning the arrival, the restaurant and the spa, replying to emails, and confirming and reconfirming before arrival. It also covers missed calls, enquiries that ended without a booking, and the waitlist when the dates are full.
The outcome
Every enquiry, by phone or by email, receives a complete answer within the agreed time and ends with a clear next step: more enquiries become direct bookings, and the guest arrives with the stay already planned and confirmed in writing.
Targeted Groups
This programme is designed for:
- Reservations agents
- Reservations managers
- Staff covering the reservations line during breaks and shift changes
- Night auditors, for after-hours calls
- Front office staff taking direct booking enquiries
- Newly hired reservations staff
Course Objectives
By the end of the programme, participants will be able to:
- Answer within a few rings, giving the hotel's name, the department and one's own name
- Place a caller on hold only with their permission, and transfer the call by introducing the guest to the colleague
- Understand the stay: dates, guests, reason for travel and room preferences
- Recommend a room that fits what was heard, and ask for the booking in plain words
- Plan the arrival, the restaurant table and spa treatments within the same booking
- Reply to every email within the agreed time, answering each question in the guest's order
- Send a written confirmation checked line by line, and reconfirm before arrival
- Return calls on time and work the waitlist until the guest hears the outcome
Targeted Competencies
Participants will develop the following competencies:
- Answering the phone and handling holds
- Transferring calls to a colleague
- Listening and asking about the stay
- Room recommendation
- Read-back and booking guarantee
- Written replies to enquiries
- Confirmation and reconfirmation
- Call-backs, follow-ups and the waitlist
Unit 01
Answering the phone
- Answering within a few rings and asking the caller's name
- Holds, only with the caller's permission
- Transfers to a colleague, with the guest's name and request
- Summing up before the call ends, and logging every call
Unit 02
The booking call
- Dates, guests and the reason for the trip
- The recommended room, with three concrete details
- Arrival time, restaurant table, spa and allergies
- Reading the booking back, spelling the surname and giving the confirmation number
Unit 03
Replying to emails
- Reading the enquiry and numbering every question
- Answering in the guest's order and in the guest's words
- Closing with one next step and a time
- Signing with name, role and direct line
Unit 04
The written confirmation
- The line-by-line check before sending
- Rate, cancellation terms and guarantee, written plainly
- One personal sentence that shows someone read the booking
- Reconfirmation before arrival, with requests passed to guest relations
Unit 05
Call-backs and the waitlist
- Missed calls and overnight messages returned on time
- Following up enquiries that ended without a booking
- Full dates: two alternatives before the waitlist
- The waitlist in the PMS, and the outcome given by the promised date
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.