CONVERSION

TIPS
 TONE AND CALL CONTROL COUPLED
WITH CONSISTENCY IS THE FOUNDATION
FOR ALL CALLS

• It is important to remain professional and courteous, and to

prioritize the customer's needs and concerns. With patience,
empathy, and effective communication, you can turn even
difficult situations into positive outcomes.
 TONE

• As it relates to your tone, try your best to speak

enthusiastically. You can do that by sitting properly with a
smile on your face while speaking. You already know the
information, so with that said, speak confidently like you
know what you are talking about so the guest can see that
you are knowledgeable (this helps for the guest to not want
to speak with someone else or a supervisor)
 CALL CONTROL

• As it relates to call control once you are on a call, it is YOUR call. You already know the
call flow and all of the procedures you would have to do when you are on call to maintain
the quality of the call. Never allow a guest to tell you what you need to do when you
already know what you should do. Sometimes, depending on the call, you have to be a
bit assertive, NOT DISRESPECTFUL. If a guest wants you to do something and you already
know that it does not work that way, then simply apologize and advise the guest of what
you can do.

• Example of a response would be:- My apologies but (that’s not really how it works or that
is not something that could be done), however what I can do for you is (then advise of
what can be done)
 QUALITY OVER QUANTITY

• If you are on a call and you see the potential to make a one
or more reservations, build rapport with the guest to find out
exactly what they need. It is okay to stay on a call for longer
period of time, not too excessively, to book one or more
reservations if needed.
 MORE ADVISING, LESS ASKING

• When on calls, we always want to let the guest know what we

can do for them (when applicable).
Always listen actively to what the guest wants
• Instead of asking, Advise of what can be done… What I can
do for you is….
 CHOICE OF WORDS

• Its not what you say, its how you say it that makes it comes
off differently to the guest
 FIND SOLUTIONS

• When offering something to a guest, try not to make the call

go silent. Exceed expectations and reassure the guest.
 FIND SOLUTIONS CONT’D

• You realize that the location that the guest called about is booked out, before advising
the guest of such, check to see the next closest location first. Once that is found,
advise the guest accordingly, “The (location that the guest called about) is fully
booked out for (the date that they called about), however we have the (the location
that is close by) that does have availability, I could check on that one for you.”
• Same thing applies if it is the situation where the location that the guest called about
doesn’t have what the guest needs or the guest doesn’t want to pay a deposit, advise
the guest that you are going to do some checks to see what could be done for them
by placing them on a brief hold (Do not make this a long hold). While the guest is on
hold, you should be looking for the next closest location that has what the guest
needs so you can go back to guest with a solution.
 FIND SOLUTIONS CONT’D

• No card? Use the courtesy hold, advise the guest, “No worries what I can
do for you is hold the reservation using a courtesy hold which will hold
the reservation for you with no financial obligations.”
• GTD is required and the guest is hesitant, provide reassurance to the
guest, “Your card won’t be charged until anytime on the day of check-in”.
You can also assure the guest that our phone lines are 100% secure and
we have been in business for over 50 years and there are no instances of
fraud from our end. Always assure the guest and go above and beyond
at all times.
 TREAT ALL CALLS AS A RESERVATION
CALL

• No matter what the call is about, we always want to initiate a

reservation on EVERY CALL.

• Always confirm what is the reason for the call so you can
know what should be done
TREAT ALL CALLS AS A RESERVATION
CALL
CONT’D – EXAMPLE 1
• A guest called and is complaining about a situation, listen to what the
guest has to say first then ask the guest a question like, “Were you
making a reservation as well or just a complaint?”. You ask a question
like that so if the guest wants to make a reservation as well you can
advise the guest of what you can do. If the guest says that they would
like to make a reservation as well, a respond to that could be, “I
understand your situation regarding (whatever complaint or concern
the guest had), what I could do for you is, I could reserve the room for
you and then have you transferred to the (relevant department).”
TREAT ALL CALLS AS A RESERVATION
CALL
CONT’D – EXAMPLE 2
• A guest called that is already checked in and is asking for the wifi
password, tv remote, etc. Assist the guest with what they want and
create rapport with the guest to see if it possible to extend their
current stay or make another reservation at a different location. Ask
the guest, “How was your stay been going?” and as well “Were you
planning on staying any longer at this location or any other
location?” If yes, offer to check on dates and rates. You want to ask
the guest probing questions to find out what you can possibly do for
the guest.
 CANCELLATION CALLS

• When a guest calls to have a reservation cancelled, that you can cancel,
by all means go ahead and have it cancelled. When you are through
with the cancellation, always ask the guest this question, “Were you
planning on staying a different date or at a different location?” If yes,
advise the guest of what you could can do for them… What I could do
for you is, I could check on the dates and rates for you… Again choice of
words… We do not want to use or mention the word, reservation,
because at times, it scares away the guest by making them think that it
has to be paid for immediately, which is not always the case.
 CANCELLATION CALLS CONT’D

• If it is the case where the reservation that the guest called

about is not a reservation that can be cancelled by you (a
reservation made through a 3rd party like Expedia or the
reservation is within the cancellation time). Advise the guest
that the reservation cannot be cancelled by you, ask the
question, “Were you planning on staying a different date or
at a different location?” And if yes, advise the guest of what
can be done.
 CANCELLATION CALLS CONT’D

• For the example where the reservation is made through a 3rd party
booking source like Expedia. In this case, you would respond by
saying, Regarding the cancellation, you would have to reach out to
your 3rd party booking source, however, were you planning on
staying a different date or at a different location? If the answer to that
question is yes, reply by saying, “What I can do for you is, I could go
ahead and look into the dates and rates for you and once we are
through then you can reach out to your booking source regarding the
cancellation.
 CANCELLATION CALLS CONT’D

• For the example where the reservation is within the cancellation time. In
this case, you would respond by saying, Regarding the cancellation, you
would have to speak with the front desk directly, however, were you
planning on staying a different date or at a different location?
• If the answer to that question is no, then transfer the call to the front desk
or provide them with the number for the property.
• If the answer to that question is yes, reply by saying, “What I can do for
you is, I could go ahead reach out property to see if it is possible for the
reservation to be cancelled and look into some dates and rates for you.
 MODIFICATION CALLS

• When a guest calls to have a reservation modified, that you

can modify, by all means go ahead and have it modified.
When you are through with the modification, always ask the
guest this question, “Were you planning on staying any
longer at this location or at a different location?” If yes,
advise the guest of what you could can do for them… What I
could do for you is, I could check on the dates and rates for
you.
 MODIFICATION CALLS CONT’D

• If the reservation can be cancelled/modified by you and it is

not allowing you to do the modification, let the guest know
and tell the guest, “The modification cannot be done on this
reservation, however what I could do for you is, I could have
this one cancelled and remake one for you with the
changes.”
 MODIFICATION CALLS CONT’D

• If the reservation cannot be cancelled/modified by you

because it was booked with a 3rd party booking source. Tell
the guest that, “The modification cannot be done on my end,
however what I could do for you is, I can remake one for you
with the changes and after we are through, you can reach out
out to your booking source to have the previous one
cancelled.”
 MODIFICATION CALLS CONT’D

• If the reservation is within the cancellation time and the

guest wants to do a modification to the reservation. In this
case, you would respond by saying, Regarding the
modification, it cannot be done on my end, however what I
can do for you is, I could go ahead reach out property to see
if it is possible for the reservation to be cancelled and I
remake one for you with the changes.
MAKING MULTIPLE RESERVATIONS ON ONE
CALL
• Focus on mainly two types of calls:
1. The calls that you already made a reservation on
Once you have completed confirming a reservation that a guest called to
make, at the end of the call before asking the guest if there is any else
that you could help with, Ask this question, “Were you planning on staying
any longer at this location or any other different location where I could
check on the dates and rates for you?” If yes, use the copy feature, quote
the dates and rates, and assume the sale with either the card from the
previous reservation or a courtesy hold if its available. If card, always
assure the guest that the card won’t be charged until anytime on the day
of check-in.
MAKING MULTIPLE RESERVATIONS ON ONE
CALL
CONT’D
2. The calls that the guest is already in-house
- Once you have completed confirming a reservation that the guest called
to extend, at the end of the call before asking the guest if there is any else
that you could help with, have a mini conservation to build rapport. Ask
the guest, “How long have you staying at this location?”(guest might start
telling you the history of their stay). If you receive a good answer, then
ask the follow up question, “How has your stay been?”. Then the most
important question which is, “Were you planning on staying longer?” <<<
Use the answer to this question against them.
MAKING MULTIPLE RESERVATIONS ON ONE
CALL
CONT’D - EXAMPLE
• For example, the guest stated they were planning on staying
1 more week at the location. Advise the guest of what you
can do… What I could do for you is, I could check on the
dates and rates for that week so you can beware of the prices
advance. If yes, use the copy feature, quote the dates and
rates, and assume the sale with either the card from the
previous reservation or a courtesy hold if its available. If card,
always assure the guest that the card won’t be charged until
anytime on the day of check-in.
 FRONT DESK CALLS
• Whenever a guest calls and states that they want to speak with the front desk.
- You received a call and the guest says “Transfer me to the front desk” or asks,
“Is this the front desk?”. You can answer this question by saying, “No but I can
have you transferred.” If the guest accepts, then you ask for the city and state
to find the location or enter the property’s number. While searching for the
property, ask the guest, “Were you planning stay with us?”. If yes, advise the
guest that if you should transfer over to the front desk and they are calling
regarding a reservation, the front desk only going to transfer the call back to us
to make the reservation because here at the contact centre, we make all
reservations for redroof locations over the phone.