15 Golden Rules

Reservations Agent Standards

  1. Prompt & professional response: Handle all inquiries efficiently within 24 hours with a polished and welcoming tone. 

  1. Accurate booking management: Ensure all reservations, preferences, and details are recorded without error. 

  1. Personalized experience and yield: Tailored offers, recommendations, and potential upgrades based on guest needs while considering availability and revenue optimization. 

  1. Expert product knowledge: Demonstrate strong understanding of rooms, services, and resort experiences. 

  1. Clear & confident communication: Explain options, rates, and policies transparently and professionally. Provide alternatives when necessary. 

  1. Anticipatory guest guidance: Proactively suggest enhancements, upgrades, and relevant experiences. 

  1. Seamless coordination always: Ensure all booking details are communicated and updated accurately across departments for a smooth and consistent guest journey. 

  1. Guest experience focus: Prioritize creating meaningful and memorable experiences through personalized recommendations and engaging communication, aiming to bring each stay to life through storytelling. 

Global Standards

  1. Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.

  2. Eye contact: Maintain natural, confident eye contact to show presence and respect.

  3. Smile and say “bom dia”: this is our meaningful warm interaction towards all.

  4. Body language: Upright posture, calm movements, and composed, confident presence at all times.

  5. Interaction/Engage with guests: identify golden nuggets and gather feedback.

  6. Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"

  7. Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”