Accor Reservations Practice Map

This is a management review.

This review will not count towards the learner's self-evaluation goals.

Your name

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Manager's Email

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Client File Number

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Property Name

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Essential Qualifying Questions

Arrival Date

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Number Of Nights

Caller Type

New Customer

Exisiting Customer

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Dates Of Stay

Clarify if the guest is flexible with dates. If the guest provides the information or if you know they cannot be flexible, check the u0022I asked/understoodu0022 box.

I asked/understood if the dates were flexible.

I didn't ask about flexibility.

Number of Adults

Ask the number of adults prior to asking about the number of beds required.

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Number of Children

If children are visiting, confirm their ages.

Dealbreaker Question

Ask a deal-breaker question before asking the other Measure questions to avoid repetition or providing unnecessary information. “Are there any specific room requirements, like a King bed, or general amenities, like breakfast, that you want during your stay in London?”

Asked about any specific needs or preferences.

Provided persuading examples like u0022king bed,u0022 u0022breakfast,u0022 or u0022view,u0022 etc.

The guest informed me, so I skipped this step.

I didn't ask about specific needs.

Room Requirements

Ask about the room needs if not provided at the start of the call.u003cbru003eu003cstrongu003eDO NOT ask, u0022What type of room are you looking for?u0022u003c/strongu003e

Room Type Question

I asked what type of room the guest required.

I asked about bed size preference.

I didn't ask any room qualifying questions.

Guest requested room type.

Room Type Requested

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Budget Mentioned

Yes

Budget Range Mentioned

Number of Beds Required

Tip: Don’t ask number of beds if only one adult!

I asked about the number of beds required for the stay.

I didn't ask about the number of beds.

What is Known

What is already known to the caller? What information should you provide or skip?

Ask if the caller stayed at the hotel before.

Yes! They stayed before.

No! This is their first visit.

I didn't ask about past stays.

COACHING ALERT: If you don't know if they stayed or not, how can you personalize the experience?

Add this question to your next call to collect valuable data!

Have you been to the area before?

Yes! They have been to the area before.

No! This is their first time visiting the area.

I didn't ask if the caller had been to the area before.

Profile Access

Finding a guest's profile and past data is a sales and service best practice! Did you find their profile in AC/DC?

Yes! I found them.

I looked but couldn't find their profile.

I didn't search if they were in the system.

How did you hear about us?

Yes! I asked how they heard about us.

They told me how they heard about us.

I didn't ask and they didn't tell me how they heard about us.

Swaying Value

What could create “swaying value” for the caller? Listen and note clues during the conversation.

Website Review

Try to determine whether they are on our website or a third-party website. Ask, u0022Have you had an opportunity to review any options on our website?u0022

Yes. They are on our website.

Yes. They are on a third-party website.

They are not looking on the web.

I didn't ask if they visited our website.

COACHING ALERT: Don't sell the unknown! Ask what information they have reviewed and any pricing they can see.

Don't react at the end of the call when the caller tells you that they are looking at pricing or options elsewhere. Get on the same page from the start!

What website were they visiting?

This field is required.

What is important to the guest?

Based on the conversation, I know what's important and what is bringing them into the hotel.

I asked what was bringing them into the hotel or area.

I didn't ask.

Here are some ways to bring up the u0022what is bringing you into the hotel?u0022 question.

So I can find the best available room and rate, please let me know…u003cbru003eWe have many options and rates available. Let me ask you…u003cbru003eAnything exciting or special bringing you into the hotel/city/area?u003cbru003eSince you mentioned [insert comment], I would like to ask if…

What information did the caller share?

What information did the guest share with you about why they were coming and what was important?

This field is required.

Encourage An Upsell

Attempted To Upsell?

Yes

Price Quoted For Option One

Price Quoted For Option Two

Seek A Yes

Remember to ask for the sale. It's harder to customize an option if you don't know why they are saying no to your offer.

Ask For The Sale

Do you know why the caller said no to your offer?

Yes! They told me why.

No! I don't know why they are not booking.

Reason For u0022No.u0022

Please list the reason the caller mentioned for not making a reservation?

This field is required.

Clarify Resistance Question

Ask a clarifying resistance question.

“Do you have a budget range that you would prefer to stay within?”

“Can I ask what pricing/option/website you see?”

u0022May I ask what alternative hotel you might be thinking of?”

I didn't ask.

Secondary Objection

This field is required.

Overcoming Resistance

Now that you understand why the caller is resistant, work to overcome it by providing additional information to help them make the best decision.

Just Checking / Shopping

How did you know the caller was just checking, planning or shopping?

They told me on the call.

I made a guess.

Educate About Rates

Did you educate the caller about the rates?

Yes! I explained what is happening during the time the caller is considering, which may explain the current rates.

No! I didn't provide any additional information.

COACHING ALERT: It's important to let people know what is happening in your area or the hotel.

Not every traveller is an expert, but you are. They might not be considering details about pricing, events or dates that you will know. Be sure to tell them!

Overcoming Price Resistance

How did you overcome price resistance?

I offered discounts like Saver, 3 for 2, Luxury Escapes, non-refundable, etc.

I offered a cheaper room type.

I leveraged the All Program Benefits.

I explained why spending more might provide savings or a better experience.

I dangled a carrot. Provided an alternative date when the rates were lower.

I suggested an alternative location.

I didn't attempt to overcome the price resistance.

Alternative Dates Offered

Price Comparison

How did you overcome price comparison resistance?

I explained the best price guarantee.

I explained ALL program benefits and options.

I u0022positivelyu0022 sold against OTA and explained direct booking benefits.

I didn't mention anything.

Compare To Competition

Attempt to overcome resistance when the callers is comparing us to the competition.

I explained our one-of-a-kind benefits (pool, view, special features, etc).

I pointed out any missing benefits of the competition.

If they have mentioned something that is a must-have, I reassured them how your hotel can fulfill their need.

I didn't attempt to sell against the competition.

Which competitor did the caller mention?

This field is required.

Example

“Our hotel is directly opposite the Eiffel Tower, and even our dining room and gym have views + “The [insert hotel] wouldn’t have those views since they are a little further back, and at night, this is a view that you must see at least once in your life. + Since you mentioned this is your first time in Paris, I recommend a direct view. It’s magical, and your family will remember it.”

Support The Sale Fundamentals

How did you attempt to overcome resistance with all callers?

Sense of Urgency Through Limited Availability.

Explained Cancellation Policy.

Offered Flexible Rate Option and/or 24-Hour Courtesy Hold Through Payment Link.

I didn't inform of any options.

Support

u003cstrongu003eSense of Urgency Through Availability:u003c/strongu003e Explain how your rates, room types, hotel availability, and promotions can quickly change without notice! Explain how now is their time to lock in the best rate.u003cbru003eu003cstrongu003eCancellation Policy:u003c/strongu003e Explain your flexible cancellation policy and how it would allow them to lock in the best option, but cancel if they need to or find something better. Reiterate that funds aren’t taken up front.u003cbru003eu003cstrongu003e24-Hour Courtesy Hold:u003c/strongu003e Via the different link payment option (the guest can fill in the cc information after receiving confirmation to guarantee the booking; if not, the booking is cancelled. The link is valid for up to 24 hours, depending on the property and the proximity to the booking date.

I / WHY / I

u003cstrongu003eCrafting recommendations with confidence.u003c/strongu003e Want your callers to take you more seriously? Sounds like an expert they can trust using the I/WHY/I technique.

I - Start by recommending something (I recommend).

Example: We sincerely appreciate your monthly stays with us, Mr. Dar. As we approach our peak season, I recommend securing your future stays at flexible rates. nnu003cstrongu003eWhat are you going to recommend for this caller?u003c/strongu003e

WHY - Explain why you are recommending (The facts).

Example: Our hotel often sells out in July and August due to high summer vacation demand, and I would hate for you to be turned away. I would be happy to reserve some dates for you at flexible rates, ensuring your stays are guaranteed while still allowing you the option to cancel if needed. nnu003cstrongu003eWhat facts will you explain during your recommendation?u003c/strongu003e

I - In the final u0022Iu0022, put yourself into the recommendation. (Let them know it's a personal recommendation).

Example: I receive calls from many of our VIP guests, like yourself, encountering difficulties during these busy months, and I would love to help make this experience easier for you!nnu003cstrongu003eHow will you encourage loyalty and personalize from your experience to assist the caller?u003c/strongu003e

Handling Price Resistance

u003cstrongu003ePrice resistance will happen!u003c/strongu003e You are an expert, and you can use the steps below to help the caller reconsider the options.

u003cstrongu003eRelate and Acknowledgeu003c/strongu003e

u003cstrongu003eSelect the steps you completed on this call:u003c/strongu003enExample: u0022Thank you for letting me know. I understand that price is an important factor, and I would also want to find the best price for my vacation. I can help! Let’s see if we can find an option that will fit your requirements.”n

Thank the caller for letting you know.

Empathize that price is important.

Tell the caller that you may be able to help!

u003cstrongu003eMeasureu003c/strongu003e Price Range

u003cstrongu003eSelect the steps you completed on this call:u003c/strongu003enAsk the caller what price range they have in mind and clarify where the expectation is coming from.

Do you have a budget range in mind? / They told me the range.

Clarify the source: “For verification, may I ask where you saw that particular rate?” / The caller mentioned.

Rate Expectation Source

Online Rate / OTA

Competition Comparison

Previous Stay

First time to the area or using our brand.

Compare To Competition Tips

Attempt to overcome resistance when the caller is comparing us to the competition. Include the following points.

I explained our one-of-a-kind benefits (pool, view, special features, etc).

I pointed out any missing benefits of the competition.

If they have mentioned something that is a must-have, I reassured them how your hotel can fulfill their need.

I didn't attempt to sell against the competition.

First Time Stay or Brand Tip

”February in Dubai is one of the peak months for the hotel. Both business and vacation travellers love this time of year when the weather is cooler. That can mean that we have limited promotional rates. You will find that our rates are competitive for the area at that time. For a 5-star hotel, we would be looking at this range for February.”

u003cstrongu003ePrevious Rateu003c/strongu003e Comparison Steps

“I know it’s disappointing when the rate is not what you expected. Sometimes, our rates are lower during promotional periods, like your last stay. Our slower periods can really provide great value. During this stay, due to the peak period, it looks like we have our standard rates to choose from. I can say that they are still competitive for a 5-star hotel, and you will still have access to…”

This is your regular rate. Let them know that prices change depending on demand.

Cheaper rates are offered during the low season.

Provide comparisons (if possible). Other times and your competition.

Provide highlights of your values that give your location more perks.

u003cstrongu003eThink Possibility: Solve The Price Resistance Problemu003c/strongu003e

Present an alternative pricing option that the caller may consider that is close to their budget.

Provided room types, packages, or rate codes closer to their budget.

Suggest date patterns that are close and fit their budget range

Suggest location alternatives that fit their budget.

Solutions FIRST Approach

Start the conversation by presenting the solution you have in mind FIRST! Example: “I have a queen deluxe that would be at the lower the price to 339 however, it still has the same great views! Would that be an option you would like to consider?”u003cbru003e

Yes! I used the SOLUTION first / ASK later approach

No. I didn't use the SOLUTION first / ASK later approach.

u003cstrongu003eAssign Value to Included Options and Perksu003c/strongu003e

Ensure that a caller understands the savings, comfort, and convenience associated with our offerings.

I didn't need to assign value since the caller booked from my previous efforts.

Assigned Savings. Spoke about included offerings and location perks that would provide savings.

Assigned Feeling. Paint a picture on why spending more will FEEL better!

I need an example of Assign A Savings and Assign A Feeling

Examples of Assigning Value

u003cstrongu003eAssign Savings: u003c/strongu003e“The option I mentioned also includes a complimentary full breakfast buffet for two and access to the spa facilities. With thermal bath access included, this is something not to be missed. This is a 200-euro value per day. Also, being within a 30-minute walk of all the major sites can save up to 50 euros per day on car services and avoid traffic.”u003cbru003eu003cbru003eu003cstrongu003eAssign A Feeling: u003c/strongu003eWhen you stay at our hotel, which is directly connected to the airport, you can save up to two hours of travel time. There’s no need to worry about early shuttle rides or crowded transfers. Instead, you can enjoy a calm morning and simply walk to your gate. For just 50 euros more, you get peace of mind and a smooth start to your trip, making your journey easier and more enjoyable.

u003cstrongu003eStay Limitationsu003c/strongu003e

u003cstrongu003eHow to build confidence in something you cannot guaranteeu003c/strongu003e? Ensuring you create confidence and trust in your conversations.

u003cstrongu003eRelate and acknowledgeu003c/strongu003e that their concern is important.

I explained that I would be asking some questions to narrow down the options.

I asked clarifying questions.

u003cstrongu003eMeasureu003c/strongu003e their needs.

Ask questions to understand the situation.

I explained that I would be asking some questions to narrow down the options.

I asked clarifying questions to understand their situation and assess the priority of the request.

Service: u003cstrongu003eMake A Personal Connection and Empathizeu003c/strongu003e.

It's important for the caller to understand that you are on their side and value their request. Without this, they are less likely to consider your proposed solution.

I apologized for not being able to guarantee the request.

I empathize and verbalized the emotion they were feeling.

Example: Emotional Impact

“I completely understand. I am sorry that the request cannot be guaranteed. Having those two rooms connecting on your wedding day to help with preparation is essential. You would want to be as relaxed as possible on a significant day.”

u003cstrongu003eEducate u003c/strongu003eon what is possible

I informed that there is no guarantee that rooms will be connecting or requests fulfilled.

I politely educated the caller about the industry or local reality.

When applicable, I explained how limitations are for their benefit or protection

u003cstrongu003eReveal Solutions u003c/strongu003eand turn negatives into positives!

Reassure Prioritization Of Request. I let them know that their request is a priority!

I gave them them more than one option to consider.

I used the u0022I / WHY / Iu0022 technique to present myself as an expert.

I used the word “WE” to build confidence instead of u0022Theyu0022 or u0022The Hotel.u0022

I avoided saying saying, “No, Policy, Rule, Etc

I let them know that I will add the request to their profile and they can see it on their confirmation.

I promised to u0022personallyu0022 follow up with the property

I tried, but none of the options worked for the caller.

Sell Alternative Hotels

When all else fails, suggest an alternative hotel that is nearby.

I presented alternative hotel options that fit the caller's needs.

I need some examples for stay limitations

Example: Stay Limitations

“I do have some options we can consider. We are adding a request that we have connecting rooms, if not, a room next to or across from one another. As close together as possible. Alternatively, I could also look at suites in the hotel that would give you additional space, similar to having two rooms.”u003cbru003eu003cbru003eu003cmark class=u0022srfm-highlightu0022u003eu003cmark style=u0022background-color:rgba(0, 0, 0, 0)u0022 class=u0022has-inline-color has-ast-global-color-0-coloru0022u003e(I / WHY / I)u003c/marku003eu003c/marku003e “Personally, I would recommend the suite since it would give you more space, and it is a more elegant room, which will make a great backdrop for photos and hosting people. I love the suites and love having a separate living area when travelling for an event.”“Personally, I would recommend the suite since it would give you more space, and it is a more elegant room, which will make a great backdrop for photos and hosting people. I love the suites and love having a separate living area when travelling for an event.”u003cbru003eu003cbru003e“All hotels aren’t able to guarantee connecting rooms since all rooms are sold separately. If those rooms are occupied the day before, they wouldn’t be available to assign for your stay.”u003cbru003eu003cbru003e“However, your request is a priority, and we will do everything possible to ensure it is fulfilled.”

u003cstrongu003eRecapturing OTA Bookingsu003c/strongu003e

u003cstrongu003eEncourage callers to book direct!u003c/strongu003e It takes a little convincing, but we should always attempt to encourage our callers to book direct.

u003cstrongu003e React surprisedu003c/strongu003e!

Sounds surprised when a caller challenges your rates. Example: “Oh! I apologize. That shouldn’t be the case. We always offer the best rate! Let’s see what we can do.”n

I sounded surprised when the caller told me the rate was cheaper online.

I let them know that, u0022We always offer the best rate! Let’s see what we can do.”

u003cstrongu003eConfirm u003c/strongu003ethe 3u003csupu003erdu003c/supu003e party website they are viewing.

Confirm the information and look up the exact details. u0022May I ask what website you are seeing the rate?u0022

Confirmed the webpage and visit that website.

Asked if they are using a mobile device or a desktop

u003cstrongu003eConfirm u003c/strongu003ethe option.

Confirmed the room type or package they are seeing online.

Confirmed if the option is refundable or non-refundable.

u003cstrongu003eConfirmu003c/strongu003e the currency.

Currencies can drastically change the rate of appearance. Confirm which currency the guest is using.

Confimed Currency

u003cstrongu003eConfirm u003c/strongu003eMembership

OTA companies have their own membership that they use to market to their guests. It also means they will give special, membership-only rates.

I confirmed if the caller was logged as a member.

I logged into the website as a member.

I asked if they were applying membership points to their stay.

They were not logged in as a member.

This field is required.

Rate Comparison

Our rates were more expensive.

Our rates were the same or cheaper.

Explain u003cstrongu003eALL program benefits u003c/strongu003eand options

When our rates are the same or cheaper, explain ALL program benefits and options.n

Nearing Status Upgrade. When you see that a guest is close to upgrading their current ALL status to the next level, leverage this information and reinforce the benefits

Member-First Benefits Special Rates, Points, Premium Wifi, Health u0026 Sports Clubs, Upgrades, Early Check-In/ Late Check-Out/ General Requests

Show Comparing Program Benefits Examples

u003cstrongu003eFocus on what they don’t get but might enjoy!u003c/strongu003e

“The cashback option from your Expedia membership is great, but with your business travel, have you considered an ALL membership? By booking directly and saving up points, your work travel can earn you enough points for complimentary stays at some of the world's best hotels. Plus, as your status increases, you'll get upgrades, late check-out, and more. It's everything you get with Expedia, and even more perks from the property.”u003cbru003eu003cbru003eu0022For example, we can always request an early check-in and late check-out for you, but as an ALL member, you would have priority!u0022u003cbru003e

u003cstrongu003eu0022Positivelyu0022 sell against OTAu003c/strongu003e and give the caller a reason to reconsider booking online.

Savings or Packages with Savings

More flexible cancellation policy

More room options (some options not available on OTAs)

No funds upfront

No intermediary - The hotel owns the booking

Specific Hotels

Was the rate for MGallery Grand Roi Rene Aix-en-Provence, SO Maldives, SO Berlin Das Stue, Sofitel London Heathrow, Hyde Hotel Ibiza, Mondrian Ibiza, Pullman Paris Centre Bercy, SO Vienna?

Yes

Introduce our u003cstrongu003ebest price guaranteeu003c/strongu003e.

If our rates are the same or higher, discuss our best price guarantee.u003cbru003e

Introduce our best price guarantee.

Reassure them that you have already compared the rates.

Remind them of the additional discount for booking directly and making the effort.

Offer to walk them through the form while you are on the phone.

If unsure, reinforce your cancellation policy for extra protection.

Introduce our u003cstrongu003ebestu003c/strongu003e price guarantee and update rates.

If our rates are the same or higher, discuss our best price guarantee.u003cbru003e

Introduce our best price guarantee.

Reassure them that you have already compared the rates.

Remind them of the additional discount for booking directly and making the effort.

Modify the rate and add to the system!

Example

Mr. Douba, the rate you found on booking.com is 560, which is cheaper than the option we have here. We offer a best price guarantee that beats the current rate by 10% for the Fairmont in Monaco. Additionally, you will receive all the direct booking perks and points. I can make the booking for you now, and then I can help you through the online form to submission. Remember, you still have a flexible cancellation policy, so you can cancel if your plans change.

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Company Name

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Goals Based On Review

We agree to work on the following:

Team Member's Signature

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Manager's Signature

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