Hospitality

Reservation flow chart

Step	Information	Your Dialogue
*Greeting*	Establish if Enquiry Reservation Cancellation Amendment (How may I help you)
*Obtain Basic Information*	Surname, Initial, Status Length of Stay Number of Pax Type of Room Market Segment
*Check Availability* *Up sell* *Down sell*	Guest needs, expectations Previous stays Reason for stay
*Obtain Additional Information* *Details given to guest*	Accepted MOP/Guest MOP Check in time /release time ETA/Mode of transport Deposit requested Guaranteed booking Pre registration Contact, address, telephone number Remarks Requests
*Farewell*	Repeat/confirm basic information

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