STANDARD OPERATING PROCEDURE TOUR RESERVATIONS TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0014 Concierge January 2005 I expect the hotel staff to be knowledgeable of local places of interest and to be able to book me on a professional tour at my request 30 minutes Why is this task important for you and our guests? Answers: We must provide a prompt and accurate tour service to our guests Increase Guest satisfaction Demonstrate my professionalism We are in the business of hospitality! Task – Tour Reservations Page of WHAT / STEPS 1) Providing information HOW/ STANDARDS TRAINING QUESTIONS Offer Tour brochures to the guests What kind of information we Ask questions to ascertain guest’s need from our guests? needs Why we need to find out about Assist in determining which tour fits our guest needs? guest’s needs Inform the guest the cost of the tour 2) Making record Using a Tour Booking Form, indicate What kind of information we guests name, room number, number need to indicate on the Tour of passengers, tour number, time Booking Form? and place of departure Repeat all information to the guest Why we need to repeat the and confirm accuracy booking to the guest? Explain details accurately and vouchers 3) Contact with Travel Agent precisely and Why we need to print details on print them on the vouchers? Contact the local Travel Agent and Why we need the confirmation make a reservation number? Note confirmation number on the Tour Booking Form Task – Tour Reservations Page of WHAT / STEPS 4) Payment HOW/ STANDARDS Collect deposit or apply to room bill TRAINING QUESTIONS Why we need to collect deposit? Thank the guest and wish them a pleasant day Summary questions: Why we need to find out about the guests interest? a) What is the Tour Booking Form? b) What kind of information we need to indicate on the Tour Booking Form? c) Why we need to repeat the booking to the guest? Why we need the confirmation number? Why we need to collect deposit? Now ask the Trainee to practice the whole task from start to end to test competency Task – Tour Reservations Page of ... the cost of the tour 2) Making record Using a Tour Booking Form, indicate What kind of information we guests name, room number, number need to indicate on the Tour of passengers, tour number, time... Offer Tour brochures to the guests What kind of information we Ask questions to ascertain guest’s need from our guests? needs Why we need to find out about Assist in determining which tour fits... we need the confirmation make a reservation number? Note confirmation number on the Tour Booking Form Task – Tour Reservations Page of WHAT / STEPS 4) Payment HOW/ STANDARDS Collect deposit or