Our Current Performance

RESERVATIONS MICE
Reservations Performance

 The trend shows that while the Reservations made notable

improvements and maintained high standards for several

months, there is a lack of consistency, especially evident

with the decline in July.

 This inconsistency points to the need for ongoing training,

monitoring, and support to ensure that high service levels are

maintained consistently over time.

MICE Performance
• While the MICE showed significant improvement

and maintained high standards for several months,

the sharp drop in July highlights a lack of

consistency.

• This suggests the need for continuous monitoring,

regular training, and proactive measures to address

potential issues to sustain high service quality.

Call Components
• Performance and Moving Up: Focuses on emotional engagement and
genuine interest.
• Greeting / Initial Response: Evaluates the initial handling of the call.
• Ascertaining Requirements / Probing Phase: Concentrates on gathering
necessary information.
• Obtain Guest’s Buy-In / Decision & Offering: Assesses knowledge and
sales skills.
• Ask for the Business / Closing the Sale: Focuses on closing techniques.
• Process and Reconfirm Reservation: Looks at finalizing reservation details.
• Fond Farewell: Evaluates how the call is ended.
• Communication & Engagement: Assesses overall communication quality
and engagement throughout the call.
Audit Questions
• Emotional Engagement and Interest:
o How would you rate the emotional engagement with the colleague?
o Did the colleague show an overall genuine interest in your business (personalized
the sale and conversation to the guest needs, make suitable suggestions/up-sell,
etc.)?
• Call Handling:
o Was the call answered on the first attempt?
o Was the call answered before four (4) rings?
o Was the correct greeting used (Greeting of the day, name of the hotel/department,
name of the colleague, and offer of assistance)?
o If the call was not answered within an appropriate amount of time/rings, was an
apology extended?
Audit Questions
• Information Gathering:
o Were the arrival & departure dates or the number of nights clarified?
o Did the colleague obtain the caller’s name and clarify if the caller had stayed
before?Was the number of guests staying clarified?
o Did the colleague inquire about the purpose of the visit (e.g., business, leisure,
etc.)?Was the source of the booking ascertained (Company Booking/Private
Booking)?
o Did the colleague clarify if the caller is a member of the "IHG One Rewards"
Loyalty Program?
Audit Questions
• Knowledge and Sales Skills:
o Did the colleague efficiently demonstrate accurate knowledge about the
property and its facilities?
o If the guest is not a member, did the colleague ask if the guest/caller would
like to know more about the membership program and enroll themselves
or if the agent can assist in enrolling instantly?
o If the guest shows interest, did the colleague explain the benefits briefly?
o Did the colleague provide descriptions in a natural, colorful, and positive
manner?
o Was the upgraded room offered with benefit stated? Proactively offer
options such as room type benefits, views, rates inclusion.
Audit Questions
• Closing Techniques:
o Did the colleague ask for the business?
o How well did the colleague manage the turn away or guest
objection?
o Were alternative dates and/or sister property (if applicable) offered
if the dates requested are not available?
Audit Questions
• Finalizing Details:
o Did the colleague request the caller’s details such as name, email address, and telephone
number?
o Did the colleague request the caller’s credit card details?
o Did the colleague repeat and confirm all details of the reservation during or at the end of
the call to ensure accuracy?
o Did the colleague explain the cancellation policy?
o Did the colleague establish whether the caller had any personal preferences (e.g.,
smoking, non-smoking, bed type, etc.)?
o Did the colleague ascertain the expected time of arrival and mention the check-in time to
the caller?
o Did the colleague offer a reservation confirmation number or booking reference to the
caller along with other information or brochures if requested or promised?
o Did the colleague promote at least one other hotel facility (i.e., Offer to make a dinner or
spa reservation)
o Other IHG facilities offered?
Audit Questions
• Ending the Call:

o Was the caller/guest thanked for booking/call?

o Did the colleague offer further assistance and give his/her name at the end

of the call for any further assistance?

o Did the call end with the colleague offering a warm and enticing comment

regarding the guest’s forthcoming stay or future contact in case of inquiry?

Audit Questions
• Finalizing Details:
o Did the colleague request the caller’s details such as name, email address, and telephone
number?
o Did the colleague request the caller’s credit card details?
o Did the colleague repeat and confirm all details of the reservation during or at the end of
the call to ensure accuracy?
o Did the colleague explain the cancellation policy?
o Did the colleague establish whether the caller had any personal preferences (e.g.,
smoking, non-smoking, bed type, etc.)?
o Did the colleague ascertain the expected time of arrival and mention the check-in time to
the caller?
o Did the colleague offer a reservation confirmation number or booking reference to the
caller along with other information or brochures if requested or promised?
o Did the colleague promote at least one other hotel facility (i.e., Offer to make a dinner or
spa reservation)
o Other IHG facilities offered?
 Audit Questions
• Overall Communication Quality:
o During the telephone call, were the connections smooth and was background noise
kept to a minimum and not distracting?
o Did the colleague demonstrate a polite and positive attitude, for example by
expression, gestures or remarks?
o Did the colleague use the caller’s name naturally and discreetly without overusing
it?
o Did the colleague refrain from using any jargon or abbreviations during the
conversation?
o Was the language positive & professional?
o Did the colleague speak in a natural and conversational manner, avoiding overly
scripted or formal phrases?
o Did the colleague anticipate logical guest needs based upon service sequence or
guest comment?
Emotional Engagement

"Emotional Engagement and showing genuine interest are

crucial in creating a positive guest experience. This means

actively listening, empathizing with guest needs, and

personalizing our interactions."

Active Listening
• Focus Fully on the Caller: Avoid multitasking when on a call. Give
the caller your full attention.

• Use Verbal Nods: Use phrases like “I see,” “I understand,” and “Go
on” to show you are actively listening.

• Avoid Interrupting: Let the guest finish their thoughts before

responding.

This shows respect and allows you to fully understand their needs.
Empathizing with Guest Needs
• Acknowledge Concerns: If a guest expresses a concern, acknowledge it
with empathy. For example, “I understand that can be frustrating, and
I’m here to help.”

• Use Empathetic Language: Phrases like “I’m sorry you experienced

that” or “I understand how you feel” can make the guest feel heard and
understood.

• Match Tone and Energy: Match your tone to the guest’s emotional
state appropriately. If they are upset, speak calmly and reassuringly.
Personalizing Interactions
• Use the Guest’s Name: Use the caller’s name naturally throughout the
conversation to create a personal connection.

• Reference Past Stays: If available, mention past stays or preferences the guest
has indicated in previous visits. For example, “I see you enjoyed our sea-view
room last time. Would you like to book the same type of room for this stay?”

• Tailor Recommendations: Offer suggestions that are tailored to the guest’s

specific needs or interests. For example, “Since you mentioned enjoying our spa
services, would you like to know about our new spa packages?”
Demonstrating Genuine Interest
• Ask Open-Ended Questions: Encourage the guest to share more about their
preferences or plans. For example, “What brings you to our hotel this time?” or
“How can we make your stay more enjoyable?”

• Follow Up on Details: If the guest mentions an important detail, follow up on it

later in the conversation. For example, “Earlier you mentioned you were visiting
for a conference. How is the conference going?”

• Express Enthusiasm: Show genuine enthusiasm and interest in the guest’s stay
and needs. For example, “I’m excited to help you plan a wonderful stay with
us.”
Providing Solutions
• Offer Personalized Solutions: If a guest has a specific request or
issue, offer solutions that cater to their personal needs. For example,
“We have a quiet room available that I think would be perfect for your
needs.”

• Proactively Offer Assistance: Don’t wait for the guest to ask for help;
offer assistance proactively. For example, “Would you like me to make
a dinner reservation for you at our restaurant?”
Building Rapport
• Share Relevant Information: Share information about the hotel’s
amenities or local attractions that might interest the guest. For
example, “We have a wonderful rooftop bar with a great view of the
city. I think you’d really enjoy it.”

• Create a Friendly Atmosphere: Use a friendly and conversational

tone to make the guest feel comfortable and valued.
Following Up
• Following Up:Confirm Satisfaction: At the end of the call, confirm
that all the guest’s needs have been addressed. For example, “Is there
anything else I can assist you with today?”

• Provide Contact Information: Give the guest your name and contact
information for any further assistance. For example, “If you need
anything else, feel free to ask for me. My name is [Your Name], and
I’m here to help.”
Conclusion

Enhancing Emotional Engagement and Showing

Genuine Interest in guests, creates a positive and
memorable guest experience.