Today’s travelers prefer digital booking channels, with 80 percent saying it’s important to complete their reservations entirely online. However, that still leaves one in five guests who choose – or need – to book through offline methods.
NB: This is an article from WebRezPro
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For these guests, the front desk booking experience plays a critical role in shaping their impression of your property.
Even those who would otherwise book digitally may have a question not covered on your website, so your team should be ready with an answer and a smile. Here’s how to ensure your front desk booking process is efficient, consistent, and stress free for both guests and staff.
Walk-in Reservations
When a guest approaches the front desk for a walk-in reservation, a knowledgeable, welcoming team sets the tone for a positive experience. Front desk staff should be versed in policies, rates, amenities, recommendations, and upsells, allowing them to confidently share relevant information and guide the conversation.
Effective upselling is rooted in the guest’s individual needs. By actively listening and asking thoughtful questions, staff can present helpful, personalized options. A simple query like “Is there something special you’re looking for?” makes all the difference.
Avoid aggressive sales tactics. Guests should never feel pressured, as even a single negative interaction impacts their perception of your property and their likelihood of returning. Eighty percent of consumers have stopped purchasing with a brand due to poor customer service.
Your property management system (PMS) does the heavy lifting. WebRezPro’s interactive tape chart displays real-time availability and drag-and-drop functionality makes any necessary adjustments a breeze. Automatically creating guest profiles whenever a reservation for a new guest is entered, your PMS also helps you identify repeat customers and capture details that equip you to personalize the stay.
An efficient check-in indicates your professionalism from the moment a walk-in arrives in your lobby. A long line is always a disappointment to weary travelers – not the note you want to begin on. Reduce the wait with self check-in and digital options. When tech-savvy guests can check themselves in, your team is freed to offer high-touch service where it matters most. Untether staff from the front desk with mobile tablets and empower them to check guests in while escorting them directly to their suite.
