Begin with what a complete reservation looks like in your business: every required field, every confirmation step and every detail that causes problems when it is missing. New hires learn the standard before they learn the shortcuts.
Move from observation to practice with real structure: shadow an experienced reservationist, then take supervised bookings, then handle routine bookings alone with a review at the end of each day.
Teach the exceptions explicitly. Changes, cancellations, special instructions and difficult callers are where new reservationists need scripts and escalation rules, not improvisation.
Set competency checkpoints—weekly for the first month is a workable rhythm—so both of you know what is solid and what needs another week of practice. Document the schedule so the next new hire follows the same path.
General educational information, not a service guarantee or a statement of company results.
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