Reservation booking flow
The voice application is cloud-based and allows you to supply your in-house, clustered, or outsourced call centers with real-time availability and content directly from the CRS.
You can provide a seamless booking experience to guests calling to make a reservation or enquire. The voice application uses your CRS configuration to sell offers exactly as you've set them up as part of your revenue strategy.
This article walks through the complete booking journey from search to confirmation, highlighting key features and optional configuration elements.
⚠️Important: Your property administrator configures which search options and features are available to agents. You may not have all the options described in this article.
This helpful video will outline more details
Creating a reservation in the voice application
Below will outline the steps of creating a reservation in the voice application:
In the Voice Application, click New Search.
Select the property or multiple properties by checking the box or clicking Select All.
Enter the arrival date requested.
Enter the nights for the departure date to auto-populate or enter the departure date.
Enter the number of rooms requested.
Enter the number of adults.
Enter the number of children and enter the children ages.
Select the bed type from the drop down to filter the results (optional).
Select the language (if enabled) to send the confirmation email in that language.
Apply additional optional filters or codes for special rates.
Enter a code – Access code.
Enter a corp – Corporate code.
Corporate rates may also be searched by name, click Corp.
Locate the company and check the box to select.
Click Select to return to the previous screen.
Enter discount code.
Enter IATA for a travel agent to record against the booking and pay commission for qualifying rates.
Enter group code.
Filter for specific types of rates by checking one of the boxes above the date entries:
Group - Returns all groups in the CRS for the selected dates (shows booking restrictions if unavailable).
Package - Returns all offers loaded using package functionality (shows restrictions if unavailable).
Promo - Returns available rates loaded under the promotion rate category.
Negotiated - Returns available rates loaded under the negotiated rate category.
Click Search to view available offers.
💡Tip: Click New search to clear all filters and start again.
The available offers will return, click on an offer name to select and view the details in the modal:
Pricing.
Policies.
Descriptions.
Room photos.
Inventory – rooms left to sell each date.
Miscellaneous – occupancy limits of the room.
X out of the modal to return to the available offers.
Change the search criteria, select another offer to view or click Make Reservation to proceed to the booking page with the selected offer.
To sell an add-on with the reservation, click the Add-ons button on the right hand side of the screen.
Click View and Select to choose from available add-ons.
Add-ons sold per item require the amount to be chosen from the drop down.
Add-ons sold and scheduled allow the user to choose the date and or time.
Click Select or Update.
The selected add-on or add-ons will display as confirmation.
X out of the modal to return to the booking screen to confirm the add-ons and room.
Enter the Guest Information as required for each field or your business practices.
Enter the Contact Information or Additional Guests (if enabled).
Enter Guest Comments.
Enter Agent Comments (not visible to the guest).
Enter the Billing Information as required and controlled by the offer selected.
Select Guest Preference Request from the drop down or check box.
Click Confirm to complete the booking and send the confirmation email to the guest.
On the confirmation screen the booking details will display with additional options to proceed with the same caller:
New reservation, same guest – returns to the search screen retaining guest details.
Copy reservation – returns to the search screen retaining the stay criteria.
New reservation – returns to the search screen for a new search.
Modify reservation – to amend this reservation if allowed by the policy.
Cancel reservation – to cancel this reservation.
Resend email – trigger the confirmation email again to the same or different email address.
Understand inventory hold logic
When you reach the booking page without confirming, the system holds the inventory for the guest.
This differs from online bookings where inventory isn't held until purchase completion.
Automatic inventory release from the voice application occurs when
You go to the confirm page (previous unconfirmed holds are removed).
You log in to a new session (previous unconfirmed holds are removed).
You click End call (previous unconfirmed holds are removed).
60 minutes pass without action.