Reservation Reconfirmation Calls Present Opportunities to Build the Brand and Cross-Sell

Douglas Kennedy
1/14/2025

As online bookings increase, the number of reservation inquiry calls decreases over time. Yet when you spend time in the reservations office, the calls continue to ring. Why? Many of those who book online still call directly to reconfirm their booking, especially if they originally booked at a third-party online travel agency (OTA) website and have managed to track down your company’s phone number. Inbound reconfirmation calls happen a lot more when guests are celebrating special occasions or booking larger homes (and thus travel with large parties), and/or when guests travel long distances to get to their destination. However, they also happen surprisingly often everywhere.

For starters, simply using traditional telephone hospitality habits will create positive first impressions that set the tone for an excellent stay.

What’s more, this is an excellent opportunity to build stronger connections with your local “brand,” as well as to cross-sell revenue-generating amenities, experiences, and services.

Proactive, Outbound Reconfirmation Calls

Vacation rental leaders should train their team to place outbound reconfirmation calls to all guests who book online for these reasons: 

• It’s an opportunity to demonstrate proactive, authentic hospitality by asking guests if they have any questions about the amenities, activities, or services; to ask for their arrival time; and to offer to note any special needs or requests. Remind your team they are in the guest experience business, not the “property rental” business. 
• More and more vacation rental companies these days are offering revenue-generating experiences such as excursions, concierge services, and add-on services such as mid-stay cleans and pre-stocked kitchens.
• An underlying reason is also to help screen out renters who are planning large parties and other unauthorized uses by reviewing company policies.

Preparing Your Team to Properly Respond to Inbound Reconfirmation Calls

To begin with, remind the staff that phone calls are opportunities, not interruptions. Discuss the fact that with more and more automation throughout the guests’ “cycle of service experiences,” there are now far fewer opportunities to make a human connection and, therefore, each is that much more important. Here are some training tips for inbound reconfirmation calls:

• Determine familiarity: “While I am waiting for your reservation to load in my system, may I ask if you have stayed with us before?”
• Determine, and react to, the reason for travel: “May I ask what brings you to the (town name)?” React to any mention of special plans and let them know you will note it on their reservation. (Remember to also train all of your guest services staff to read comments so they can use these details for personalized welcome experiences.)
• Answer questions knowledgeably. Enabling your staff to do so may require “experience the product” type training so they are familiar with local attractions and points of interest.
• Determine if the caller is open to suggestions and recommendations: “While I have you Mr. Kennedy, may I just make a few recommendations for your stay with us?”
• Use needs-based suggestions, recommendations, and endorsements.
  • “Since you’re here for your anniversary, I definitely suggest scheduling time to visit (or experience) our nearby …”
  • “As you’re bringing your family, I recommend checking out our options for …”
  • “There’s a local restaurant nearby that is amazing! It’s a great choice for a special occasion.”

Training Your Team to Place Proactive, Outbound Reconfirmation Calls

Without proper training, chances are that your front reservations staff will feel uncomfortable when asked to place calls, even if they have extensive experience receiving them. Remind them that, when done properly, these will feel like gestures of hospitality, then provide training so that they understand the finer points that will make them successful.

• Even if you reach their voicemail, it will make an impression. Use the same suggestions below to leave an articulate, hospitable voicemail.
• Do not say: “Hi, is this Douglas Kennedy?” This will immediately cause the caller to suspect it is a telemarketing sales call or perhaps even a scam.
• Immediately introduce yourself and identify your company.
• Let them know you “Just wanted to reconfirm a few details …” to “Make sure we are ready to welcome you.”
• For security purposes, ask them to provide an identifier, then retrieve their booking and go over the key details.
• Afterwards, proceed with the suggestions listed above for inbound reconfirmation calls.

By training your team on the “why” and “how” covered here, they will be better prepared to create positive first impressions that build brand loyalty, while also generating additional revenue from cross-selling and helping guests maximize their vacation experiences.

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