1. Call ALL the guest with transactions didn't push / decline reservations and guest feedback (travel & booking period) on September 2016
(Refer to the Reservation List for the guest info / contact number)
Note: PH guests only
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Hello Ma'am / Sir,
Good morning!
May I speak to (guest name), this is Gervi from the Online Reservation Support of Diamond Hotel Manila. We saw in the system that you've tried to make a reservation online, may we know if you were already able to make your booking? (IF NO, have you encountered any difficulty when you were making your booking?)
Guest Reply:
Scene1.Seen lower rates in other sites / hotel
CS Reply: 1.1 Give Coupon Code and advise the promo details within the preferred stay period.
Guest Reply: Okay not interest diba bale nalang
CS Reply: Ok Ma'am, I will email you anyway the Promo Code for your future reservation.
Guest Reply: May mas mababa pa ba? OR Yes im interested
CS Reply: 1.2 Advise the lowest of the month (Promo: Rainy Season Getaway Php 5,500.00 with buffet breakfast).
Thank you for taking my call and have a nice day ahead.
Scene2. Already booked in the OTAs / other sites -
CS Reply: 2.1 Ok Ma'am can i email you the lowest promo code of the month for future use (Promo: Rainy Season Getaway Php 5,500.00 with buffet breakfast).
Thank you for taking my call and have a nice day ahead.
Scene3. Didn't Push thru due to expensive rates -
CS Reply: 3.1 Advise the lowest of the month (Promo: Rainy Season Getaway Php 5,500.00 with buffet breakfast).
Thank you for taking my call and have a nice day ahead.
Sceene4. Canvassing rates -
CS Reply: 4.1 Advise the lowest of the month (Promo: Rainy Season Getaway Php 5,500.00 with buffet breakfast).
Thank you for taking my call and have a nice day ahead.
Scene5. Problem with Credit Card -
CS Reply: 5.1 I can walk you thru phone if okay with you to try again, when is your most convinient time i can call you. Advise the lowest of the month (Promo: Rainy Season Getaway Php 5,500.00 with buffet breakfast).
Thank you for taking my call and have a nice day ahead.
(making a reservation with the guest)
CS Reply: 5.2 Possible reason of decline CC due to security of your bank. I'll also coordinate this to the Payment Gateway to check the other possible reason.
Thank you for taking my call and have a nice day ahead.
If the guest wants to book without using CC as it is decline in Payment Gateway. (5 days or more to arrival of the guest)
CS Reply: 5.3 Ma'am, you can pay thru Bank Deposit Slip. If you want Ma'am, I can make a reservation for you. I would like to confirm if you will pursue with your previous booking? (Advise for the reservation dates; Check in & Check out Date, Room, Occupancy and etc.)
(CS will make a reservation for the guest depends on preferred stay dates)
CS Reply: Ma'am, you will receive a temporary confirmation please pay your reservation until _______. For the Bank Details, please refer to email you've received and send the copy of Deposit Slip to CS EMAIL ADDRESS . Is it okay Ma'am if I will follow up you after 2days?
Guest Reply: Yes, please call after 2 days. / You may call me after 3 days.
CS Reply: OK Ma'am, I'll call you on _______.
Thank you for taking my call and have a nice day ahead.
- Follow up the guest.
- Check emails if the guest sent the Bank Deposit Slip. Confirm with Sir Jun / Accounting Team of Diamond if they have received the payment.
- Manual Confirm the reservation.
Promos of Diamond Hotel:
https://docs.google.com/spreadsheets/d/1YNIbS7JENRdFAoZLA-e64vBomRJ7ynn9biCEha45wxY/edit#gid=985111982