Reservations Phone Etiquette and Communication Skills
45 minutes
SKU: JCOM-90023
Master professional phone etiquette and effective communication techniques to ensure every guest interaction is positive and efficient. Learn how to handle bookings, manage guest expectations, and resolve issues with confidence.
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Course Details
Learning Objectives
By the end of this course, you will be able to:
- Professional Phone Etiquette – Greeting callers, tone of voice, and creating a positive first impression.
- Accurate Information Gathering – Asking the right questions to capture reservation details.
- Reservation System Skills – Navigating property management systems (PMS) efficiently.
- Clear and Concise Communication – Avoiding misunderstandings through active listening and confirmation.
- Handling Special Requests – Recording and communicating guest preferences or needs.
- Managing Difficult Calls – Responding to complaints, cancellations, or last-minute changes with professionalism.
- Upselling & Cross-Selling – Offering upgrades or packages to enhance the guest experience.
- Follow-Up & Confirmation – Ensuring booking accuracy and guest confidence in their reservation.
Specs
Intended Audience
Beginner
