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Deal with bookings

URN: PPL2FOH3
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about handling all types of booking enquiries including amendments and cancellations. It is for people that work on the reception or reservation teams. Bookings can arrive into an organisation via various methods including on-line, email, social media, postal, telephone and face to face.

When you have completed this standard you will be able to demonstrate understanding of and ability to:

  • Deal with bookings

Performance criteria

You must be able to:

1. Deal with booking enquiries following organisational procedures according to the type of enquiry 2. Reply to the booking enquiry with accurate information 3. Take the opportunity to sell other products and services within the communication back to the customer where possible and appropriate 4. Invite your customers to make a booking where possible and take and record their details correctly 5. Allow for customer needs and requirements and follow organisation procedures accordingly 6. Deal with any confirmations, cancellations and amendments according to organisational procedures and requirements 7. Collect up-to-date information on rates, deals and third party rules where applicable 8. Identify, check and follow up unconfirmed bookings in the booking system 9. Maintain records of all bookings in line with your organisation's procedures

Knowledge and Understanding

You need to know and understand:

1. The importance of dealing with customers politely and helpfully at all times 2. Why it is important to give accurate spoken and written information to customers 3. The types of problems that may occur with bookings, and how to deal with these correctly 4. Basic relevant legal requirements relating to goods and services for sale when receiving, confirming, amending and cancelling booking enquiries 5. Your organisation's booking procedures and systems including third party systems 6. The importance of intelligent and appropriate up-selling  7. What over booking is, how to deal with this and why it happens 8. Why it is important to obtain and record booking details accurately 9. Why it is important to take the opportunity to sell products and services 10. How to cancel and amend bookings 11. Your organisation's and third party systems’ cancellation policies and procedures 12. Why confirmations and deposits may be required from customers 13. Why it is essential to follow up unconfirmed bookings

Scope/range

1. Customers
1.1 with routine requests
1.2 with special needs

2. Enquiries
2.1 face to face
2.2 telephone
2.3 email
2.4 on-line booking systems
2.5 services and facilities available
2.6 features and benefits of services and facilities
2.7 prices
2.8 special offers and promotions available
2.9 social media
2.10 third party booking systems

3. Booking systems
3.1 computerised systems
3.2 manual systems
3.3 on-line systems

4. Booking amendments and cancellations
4.1 change bookings
4.2 cancel bookings

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Customer
Anyone wanting to make, amend or cancel a booking

Links To Other NOS

External Links

Version Number

3

Indicative Review Date

28 Feb 2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL2FOH3

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

dealing, bookings