Information gathering (45%): Learn about the customer, their group, and the kind of experience they want to have together. Whether you own or manage a hotel, motel, or hostel, streamline your booking process with our free Hotel Reservation Form template. 39 effective call center scripts your agents should be using - Zendesk Reservation Officer: I can understand your urgency madam but I am very sorry. Would you prefer smoking or nonsmoking? Thank you for flying with us at Net Jet. This week the chef has a three-course special on the menu. If necessary, tell them you have to check on some information or confirm a product and have to put them on hold . Review the key vocabulary and the sample sentences. This is Tanya. HOTEL RESERVATION MOCK CALL SCRIPT (TMP2) AGENT: GOOD MORNING! Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. Save my name, email, and website in this browser for the next time I comment. Tanya What are the dates you will be visiting with us? Are you within walking distance from the Hilton on I-Drive? Now, does a queen sound okay? AGENT: THANK YOU! HOW CAN I HELP YOU? B: The price per night is $308. A: I need a room for a few days. MAY I KNOW WHOSE ON THE LINE? Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. B: Hello, Mr. Sandals. Yes. A: $308! Practical English :: Air Travel :: Reservations (airline) :: Dialogue 2 Copyright @ 1998-2023. May I have your name, please? How can I help you? I have a few questions I hope you can help me with. Front Office Practical Role Play Scripts for Hotel - SlideShare Guest: 257 Park Avenue South, New York, NY 10010, USA. Goodbye. A: It's 626-555-1739. Receptionist: Good afternoon! Also, there is internet available in the lobby 24 hours a day. Gender: Male or Female. B: Let me repeat that: 626-555-1739. Hotel Receptionist: Sure madam. The hotel stay also includes breakfast. Hotel Clerk: All right. 35 0 obj <>/Filter/FlateDecode/ID[<0C84319033EF7B47ACC81C210EC4ABA9>]/Index[26 18]/Info 25 0 R/Length 63/Prev 82960/Root 27 0 R/Size 44/Type/XRef/W[1 2 1]>>stream The coach leaves for the airport at 6.15 am. Here are eight best practices for providing great customer experiences. "Hotel Reservation - Script" Back to Listening Activity Back to Easy Quizzes Listening Exercise Listen to the recording on hotel reservations and read along with the conversation. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. Please tell me how can we help you. You can cancel up to five days in advance and we will refund your deposit. What can the agent improve on? B: It's a pleasure, Mr. Sandals. Reply. Has been out of service for more than a week. %%EOF May I have your name, please? Receptionist: Sure! Our prices are now slightly higher. Caller: Yes, Id like to make a flight reservation for the twenty-third of this month. Travel Agent: It leaves Salt Lake City at 10:00 AM, arriving in New York at 4:35 PM, then transferring to flight 90 at 5:55 PM, and arriving in Helsinki at 8:30 AM the next day. It is Hotel ABC. Will that be OK? I also want to hear your input about the call and to help you learn to evaluate and assess calls. Mock sales calls should be part of onboarding, training, and continuous development. An item isn't available Travel Agent: Okay. AU2(^Hx oI]$T Now, is a queen-size bed okay? What is it? Your new virtual hostess team will even be able to help answer calls from your on-site staff 24 hours a day, 7 days a week. B: We recently changed many things here, sir, including our prices. Virtual Hostess: Our dining room dress code is smart casual. Hotel Clerk: Hello. Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. Thats flight 1070 from Salt Lake City to New York, Kennedy Airport,transferringto flight 90 from Kennedy to Helsinki. Could you please tell me your name? stream Virtual Hostess: We close at 11:30 pm tonight. Try us out for a month and test drive our amazing hospitality industry-specific services to see how we fit in with your on-site staff. Bill Oh excellent. : Good morning sir. 54.36.126.202 ---NEED SOME HELP IN GETTING HIRED? Am I right? A: I would prefer to return in the afternoon. Your room tariff will be US $90 per night including taxes with the complementary breakfast at our ABC (Name of the restaurant) restaurant. B: Our room rates recently went up. Hotel Clerk: Well, we have onesuiteavailable, complete with akitchenetteand a sauna bath. We look forward to receive you on 4th April. Agent: Okay Mr. Torres, your reservation code is R143. Knowledge Base/ Mock Call Scenario Hotel Reservation The hotel is a 5 minute drive to the CCV Mall and Souvenirs. You then forward your calls to a designated phone number and all of your incoming calls are rerouted to our digital call center. Learn how your comment data is processed. That's not bad. Hotel Reservation Dialogues - EnglishPost.org Hmm, hmm . Caller: And what are thedepartureand arrival times for each of those flights? Hotel Receptionist: Sure, madam. A: I will be traveling to Aspen, Colorado. Dear Readers, this is just a sample conversation. 2. Is that acceptable, sir? Copyright @ 1998-2023. (OPPORTUNITIES)5. Thank you so much. The reservation includes only breakfast Hotel Reservation Dialogues These are two Hotel Reservation dialogues that can help you create your own. Can you do me a favor then? B: Thank you, Mr. Sandals. Hotel Reservations - Script - Randall's ESL Cyber Listening Lab (GEMS)4. Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. B: Thank you, Mr. Sandals. Guest: Yes, thats right. All rights reserved.eslfast.com. Mock Call Script with Call Flow Guide: Hotel Booking Part 2 We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. Do you need a room with one bed or two? B: Thank you so much, Mr. Sandals. A: Certainly. Check your understanding by answering the questions about the text. Miss Walker: Hi Cherry, this is Ricca Walker of Sakura Financial Life. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. Your reservation is now verified, so all I need is your phone number. Are these facilities available for all hotel guests? B: It's $308 a night. A: It depends on the price, of course. A: Definitely nonsmoking. B: I hear you, sir. I did notice on your website that you have a pool and an exercise room. A HOTEL TELEPHONE CALL FOR RESERVATION SCRIPT.docx - Course Hero How to Pass a Mock Call Test: It's Actually Simple! - Kwestyon Reservations clerk: . Dont worry. 2. Randall Davis. Mr. Abrams: My wife and I will be visiting the city, but a room with one bed will be just fine. Mock Call Tips and Scenario: Complete Guide to Pass & Get Hired HANDLING RESERVATION CALL | HOTEL RESERVATION - YouTube 0:00 / 4:06 HANDLING RESERVATION CALL | HOTEL RESERVATION 5,027 views Dec 15, 2020 67 Dislike Share Save maricrisvm 806. ezekiel mae says: Do you have mock call for retail services. Hotel Receptionist: May I have your name please? And, uh, Id like to request avegetarianmeal. After reading thiscall center script example, we are hopeful that you will be hungry to have a virtual hostess standing by to assist your calling guests. Travel Agent: Okay. Hotel Receptionist: How do you spell your name, Ms. Stephany? Reservation Officer: Sure Madam. A: Sure! Institute of Hotel Management, Hajipur Front Office Practical Kit Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar Praveenjha1971@gmail.com; Hospitality Career Guide Blog Page 34 5- Repeat the surname, room number and time of the requested wake-up call in order to assure the guest that all details are . First, are you guys offering any dinner specials this week? Hotel Receptionist: May I have your contact number, madam? Comments, requests, suggestions, drop them in the comments. The email is TRobinson@xmailbox.com. We look forward to seeing you in New York! Hotel Clerk: $80 dollars, plus the 10% room tax. If you're the agent, what will you do differently? This is Capitol Hotels in Washington, D.C. How may I help you? We look forward to seeing you in New York! There are many points you need to understand while taking reservation. B: Would you prefer to leave from Los Angeles or Burbank Airport? Now you have been booked, Ms. Jones. What is yourdestination? B: Perhaps you didn't know that we have new room rates. Cancelling Hotel Reservation (Telephone Call Script) - YouTube A: I hate cigarettes! Mr. Abrams: Okay, thats fine. Go-To Scripts for 16 Tricky Customer Service Scenarios % Sample Call Center Script: A Hotel Tanya Thank you for calling Lindenwood Hotel. Read the complete Terms of Use for more information. B: No problem at all. Hotel Receptionist: Thank you madam. me to have a short recap of what we have discussed today. This is Cherry speaking, how may I help you today? Guest: Ok, and what time is check-out? Nonsmoking. You provide us with your restaurants most frequently asked questions and answers; key information such as location, hours of operation and website information; and the contact numbers for the general manager, catering/event coordinator and emergency service technicians. What is your destination? Here is a brief overview of how we receive calls on your restaurants behalf. Tess, speaking, How can I help you? G: Hello Good Morning Zerah, I would like to reserve a room please. How may I help you? And the view of the city is great, too. Caller: Uh, well, Id like tocatcha return flight on the twenty-ninth. If your calling guest has a message for a specific department or employee, we will text or email the message to the recipient immediately after hanging up. Understand who your customers are Keeping track of who stays at the hotel, with tools like sign in forms, surveys, and email lists can help hotels create experiences that meet their customer's needs.