PRE-ARRIVAL OUTBOUND PHONE PROCESS & CALL SCRIPT

PRE-ARRIVAL OUTBOUND PHONE PROCESS & CALL SCRIPT

This script should be closely followed, it reduces guest anxiety and provides a higher level of customer support. 

If call is answered, proceed to next step
If call is not answered, leave a voicemail and send the following email from within Cloudbeds. Go to ACTIONS, EMAIL, COMPOSE MESSAGE then select PREARRIVAL EMAIL - PHONE NOT ANSWERED from the templates list.

 

IF ANSWERED

Hi X, my name is X, I am calling you from Apartments of Melbourne to confirm details for your arrival tomorrow, have you got a few minutes now so I can run through a couple of questions?
Yes: Proceed to step 1
No: Arrange a time to call back
  1. Great, I have you arriving tomorrow for ‘INSERT NUMBER OF NIGHTS’ nights in an ‘INSERT ROOM TYPE’ and there will be ‘INSERT ADULTS’ staying, is this correct?
  2. Do you require any car parking (check before calling if they have booked parking)?
    1. Yes: Great, it has not been booked but I can add it now for you (load carparking, charge card and send receipt)
    2. No: Ok, thanks
  3. Do you know what time you will be arriving?
    1. Before 3pm: Our check in doesn’t generally start to 3pm, we do have a priority check in available, this is $25 and will see you checked in between 12pm and 12.30pm if all goes well, would you like me to book this for you?
    2. Yes: (Add item, charge the credit card and send confirmation)
    3. No: Ok, we will SMS you as soon as your apartment is ready or anytime from 3pm till 7pm
    4. After 3pm: Great (RECORD ETA)
  4. Ok, when you arrive we will need your photo ID and the credit card you paid with in your name for the security hold which is $250 (One Bedroom), $500 (Two Bedroom), can you also confirm you are 21 or over please
    1. Yes: Next step
    2. No: Advise guest that we will not be able to proceed with check in and them to contact their booking provider
  5. When you arrive at…
    1. Flinders Street: please come to 565 Flinders Street, our entrance is to the right hand side of the building and you will see our orange flags
    2. Collins Street: Come to 568 Collins, our welcome lounge is at the back of the building. NOTE: If guest booked parking say ‘Come to Francis Street, we are half way along on the left hand side)
    3. Empire: please come to 81 A’Beckett Street, you will see our Empire signs on the ground floor
  6. Can I organise a limousine transfer for you from the airport? I can arrange this for up to 4 people for $119 each way
    1. Yes: please raise a support ticket and complete email form, collect payment
    2. No: next step
  7. I look forward to seeing you tomorrow
ENSURE YOU HAVE READ ALL NOTES
CHECK ANY INCLUSIONS AND PACKAGE ITEMS HAVE BEEN ADDED TO THE FOLIO
SOFABEDS, COTS EXTRA MUST BE LOADED


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