As converted enquiries are the mainstay of your business, it is essential that you deal with them in a professional manner. Every enquiry should have a response whether you have availability or not. Unless you use a telephone answering agency, pc based and/or an online booking system where there is no direct contact between yourself and a potential customer, you should at least do this:
Although the most common forms of enquiry are now considered to be telephone and email, there are some things you should do which are common to all forms of enquiry.
Relevant To All
- Act professionally
- Have all relevant paperwork needed to hand - a checklist of the relevant paperwork is included within this "Best Practice" section
- Ensure that only a designated and appropriate person deals with all enquiries. Just think what first impression you are creating for a prospective visitor if the phone is answered by anyone who does not know how to handle an enquiry?
- Take all enquirers details – use the enquiry form in the paperwork section to ensure you collect all the information you need
- Establish where the enquirer found out about you and record it
- Use the enquiry as a marketing opportunity and refer people to website if appropriate
- Respond to all enquiries quickly – a time delay could be a booking lost
- Deal appropriately with unwanted enquiries – refer on where possible
- Don’t compromise on your tariff - you set your tariff NOT your guests
Where appropriate, you can find sample templates in the Paperwork section.
Telephone Enquiries
In addition to the ‘relevant to all’ response, you should ensure that you answer all telephone enquiries speedily with a standardised response. In order to ensure consistency, try using a script which ensures you cover all aspects of a telephone enquiry in an efficient way. Always answer the phone with a smile and say “Good Morning/Afternoon, The ………. Hotel, How can I help?” then using your enquiry form, take as much detail as possible from the prospective guest.
Email Enquiries
In addition to the ‘relevant to all’ response, you should ensure that you answer all email enquiries as soon as possible with a standardised response. In order to ensure consistency, try using a standard template response which ensures you cover all aspects of an email enquiry in an efficient way.
Letter Enquiries
In addition to the ‘relevant to all’ response, you should ensure that you answer all letter enquiries with a standardised response. In order to ensure consistency, try using a standard template response which ensures you cover all aspects of the enquiry in an efficient way.
Door Enquiries
Door enquiries are the most personal and direct. Again the ‘relevant to all’ response still applies but in addition you should do the following
- Ensure a smart appearance when answering the door. A dress code or uniform creates a professional image to prospective customers. Would you want to stay somewhere if the door was answered by someone in shorts and a vest?
- Allow prospective visitors to view the room and facilities. Take them around your public areas
- Have a pack prepared to hand over as the enquirer leaves – a brochure, business card, some information about Blackpool (What’s On guide, where to visit etc) and any additional information you think may help
- Have your bookings diary and any booking paperwork available – they may want to book there and then