A Peek Inside Reservations

Good Morning!

My name is Nanette Alvin, and I'm a Reservations agent here at the Hotel at the End of the World. I handle all in-house reservations, and communicate primarily over the phone or computer.

I usually have first contact with the guests, unless they book through a travel agent or online. To be a reservations agent, you must have good phone etiquette and people skills. Being able to understand and communicate with someone over the telephone is a large part of my daily duties.

When a potential guest calls me, I do describe the property, rooms, amenities, and local attractions. I do my best to sell that person on our property and book their reservation before we disconnect. When I am able to close the deal and book their reservation, I collect all their personal information necessary for our booking system. This includes their name, address, phone number & email, dates of their stay, room type, credit card information and any additional guest requests or comments that may be necessary.

I always repeat the information back to the guest after I've collected it, its imperative to collect accurate information so the guest's experience goes smoothly. After we've confirmed their reservation, I follow through with an email confirmation. This allows the guest to refer back to their reservation details and gives them a "hard-copy" for their records.

When a guest needs to modify or cancel their reservation, I assist them as best as I can. In most cases reservations are flexible, but there are procedures and guidelines to follow. Our cancellation policy is 48 hours before arrival, and is upheld unless their are extenuating circumstances- such as severe weather or illness. In situations such as these, it is acceptable to allow the guests to rebook or postpone without penalty.

These are the standard reservations steps I follow, and make up a large part of my job. I hope you have enjoyed my blog about my department, and look forward to talking to you one day soon!

Thank you,

Nanette Alvin
Reservations Agent
Hotel at the End of the World