November 25, 2019 at 8:18 pm . In our todays Hotel conversation in English guide, we will share dialogue between guest and receptionist. If necessary, tell them you have to check on some information or confirm a product and have to put them on hold . Mr. Abrams: My wife and I will be visiting the city, but a room with one bed will be just fine. Click to reveal Sample Call Center Script: A Hotel Tanya Thank you for calling Lindenwood Hotel. Comments, requests, suggestions, drop them in the comments. B: Most of our clients prefer nonsmoking. A: Of course. A: A queen sounds great. RESERVATION SCRIPT STARRING BY : NAUFAL AS RECEPTIONIST HOTEL NETI AS RECEPTIONIST AIRLINES NELLEUS AS HEAD OF OB R. YOGI AS OB RIJKI AS HUSBAND OF ANGGUN ANGGUN AS WIFE OF RIJKI AS MANAGER Segemen 1 ( On the phone ) Receptionist : Good morning, Antik hotel. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. Goodbye. Now all I need is your phone number. - You'll have to be at West London Air Terminal by 6.00 am at the latest. May I have your name, please? Your reservation is now verified, so all I need is your phone number. Guest: Why not? Hotel Clerk: Well, would you like a smoking or a non-smoking room? B: Fantastic! The caller can't stay on the September long weekend because the hotel. Hotel Receptionist: What type of room do you like to reserve, mam? Caller: Whoo. Im flying to Helsinki, Finland. You can cancel up to five days in advance and we will refund your deposit. Here at A Courteous Communications, we have state of the art technology and software that allows us to synch up to your reservation book. Diego Guerra says: This is awesome, you are really talented, it is like a real scene. This allows your new virtual hostess team to book and handle reservations in real-time. Do you have any vacancies? Travel Agent: Okay. Please note the number. Now, does a queen sound okay? A bellboy will bring your bags up shortly. A: I'm planning to visit New York from Friday, April 14 until Monday, April 17. B: Okay, Mr. Sandals. Just give me a minute, let me check. This is a useful text for learning how to make a hotel reservation in English. Lets go withthe cheaper flight. Job description: The Center of Travel dot com is a travel site that prides itself on providing a one-stop-shop for travel needs. For more information on Specialty Answering Service, including additional sample scripts, visit us at: www.specialtyansweringservice.net A: I need to reserve a room. Oh, and Id like the cheapest flight available. First, are you guys offering any dinner specials this week? Would you like me to book a reservation for you and your party for a specific time? Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. By carefully observing the conversation between hotel receptionist and customer you should get some idea about how room reservation is done at front desk of the hotel. A: My name is John Sandals. Alex Okay. STANDARD ROOM- $100 TV, cable channels & WIFI Mini bar and refrigerator Double bed (fits 2 people) No kitchen No swimming pool PREMIER ROOM- $250 TV, cable channels & WIFI Mini bar and refrigerator King bed (fits 4 people) With Kitchen https://esllab.b-cdn.net/audio/mp3/hotel1.mp3. Calling Diner: Wow, that sounds incredible. A: Sure! Virtual Hostess: Thank you, Ted, thats Robinson, R-O-B-I-N-S-O-N. Is that correct? A: That sounds fine. Here is a brief overview of how we receive calls on your restaurants behalf. B: No problem at all. My name is Michelle. Will that be OK? Successful resolution Thank you again for calling [Company Name]. First things first, we want to help you get a general idea of how a restaurant answering service works for your establishment. I will also be sure to include our address so you can find us easily. Mr. Abrams: Thank you! May I help you? How did the agent resolve the concern/issue?3. Understand who your customers are Keeping track of who stays at the hotel, with tools like sign in forms, surveys, and email lists can help hotels create experiences that meet their customer's needs. 35 0 obj <>/Filter/FlateDecode/ID[<0C84319033EF7B47ACC81C210EC4ABA9>]/Index[26 18]/Info 25 0 R/Length 63/Prev 82960/Root 27 0 R/Size 44/Type/XRef/W[1 2 1]>>stream Man: Oh, thats a little too expensive for me. Mr. Abrams: Would you like my credit card information now, or can I take care of that upon my arrival to the hotels reception desk? Am I right? Voice Age: Young Adult. Do you have a cheaper room available either on the 20th or the 22nd? Would you prefer smoking or nonsmoking? Let me check and see what rooms are available. Now you have been booked, Ms. Jones. ---NEED SOME HELP IN GETTING HIRED? Goodbye. We look forward to seeing you then! f&!bLEL `'E9xq Now, sir, do you have a preference for smoking or nonsmoking? . But if you don't travel on the coach you should arrive at the airport before 8.30am. hb```f``R@( ?000I6w4Tt0Ut4wt F fbNYM@[v?$g#( a`rP @L |F1 D What kind of room does Mr. Abrams request to stay in? My phone number is 626-555-1739. This website is using a security service to protect itself from online attacks. HOTEL RESERVATION SCRIPT RESERVATION AGENT = RA, RESERVATION CLERK=RC, GUEST=G RA: Hello Good Morning this is Zerah from R and A Hotel in Manila City, what can I do for you? Focus on One Sales Strategy at a Time to Prevent Overwhelming Sales Reps Could you tell me when you need the room? Your reservation is in our computer. We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. A: Friday afternoon, April 14 through Monday morning, April 17. Information gathering (45%): Learn about the customer, their group, and the kind of experience they want to have together. What did the agent do well in the call? Tess, speaking, How can I help you? Carefully look at their dialogues: Hotel Receptionist: Good Evening. The call should look something like this: Introduction (5%): Answer the phone in a professional manner. A: That sounds fine to me. Use Up/Down Arrow keys to increase or decrease volume. All we need now is a phone number. A: It's 626-555-1739. GUEST: I'D LIKE TO RESERVE A ROOM FOR TWO PLEASE. Travel Agent: Okay. I see. Thank you very much. Mr. Abrams: Hi, I'd like to schedule a reservation for this upcoming weekend from Friday night until Sunday. STEP 3 - Ask the customer if there is anything else that they can be helped with. Now, Mr. Sandals, about the room, smoking or nonsmoking? November 25, 2019 at 8:18 pm . 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. Virtual Hostess: And do you have an email address or cell phone number I can send the confirmation to? B: 626-555-1739. Is it ok? Have a nice day. "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. Do you find that acceptable, sir? The IIPS Framework. The 21st of May, right? Here are some closing phrases we recommend if the call ends with a successful resolution, a frustrated customer, or an unresolved issue. :)WATCH THE ENTIRE PLAYLIST HERE: https://www.youtube.com/playlist?list=PLpEXFgzuDIjCoZSWMqX2joP0FDL24h7u6Here are the guide questions (also on pinned comment): 1. Bill Thank you. to report a cancellation. I look forward to my stay. Hotel Receptionist: May I have your name please? (OPPORTUNITIES)5. Receptionist: Check-in for you on Friday can be any time after 3:00 p.m. Check-out will be on Sunday before noon. Salespeople (especially outbound sales) will always make phone calls, so it's important to keep this skill sharp. Hotel Receptionist: Good Bye, MrsStephany. Reservations clerk: . A: I hate cigarettes! Randall Davis. Please answer all questions about the text: Press Enter or Space to show volume slider. Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. My name is Sara; how may I help you today? Appointment-setting Sales Script If you provide us a list of your backup staff, we can then initiate the phone tree to find a replacement for that shift. Will that be acceptable to you? GUEST: I AM CHRISTIAN LABONETE. Reservation Officer: Its my pleaser madam. Virtual Hostess: Good evening and thank you for calling Smiths Steak House. I would like to make reservations, please. An item isn't available It's area code 626-555-1739. <> I can text you our address so that you can easily find us with a Google maps if youd like. I am Taylor Isabel. UNINTERRUPTED VERSION OF THIS MOCK CALL: https://www.youtube.com/watch?v=XHvJeSgwii0DO NOT watch this mock call like an outsider. Practice the Conversations of This Topic with Mike, HOME Copyright 2023. 2. FILE TO DOWNLOAD OR INTEGRATE Outbound Sales Call Script Templates Download as PDF Download as Word Doc Download as Google Doc 1. Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? 2. A: It depends on the price, of course. If you're the agent, what will you do differently? Review the key vocabulary and the sample sentences. Hotel XYZ (Name of the Hotel), Reception. Someone will give you a call momentarily. B: Okay, sir, let me reserve those dates, there. A: Hi there, I want to reserve a hotel room. The complete conversation between the man making the reservation and the hotel receptionist is included. Guest: 257 Park Avenue South, New York, NY 10010, USA. Is that acceptable, sir? Reservation Officer: I can understand your urgency madam but I am very sorry. Our call center agents will be trained on this information in order to properly assist your calling guests. Guest: Ok, thanks. B: I'm happy to hear that, sir. Hotel Receptionist: I repeat917494-4476. Okay, sir, we look forward to seeing you in April! Receptionist: Enjoy the rest of your week! Read the complete Terms of Use for more information. Guest: Yes, thats right. hbbd``b`$c`~" $ZR #JbF u B: The price will be $308 a night. I see we have some availability. your phone number is (718) 204-0341. Hotel Reservation Dialogue #1 R: Good morning. STEP 1 - Briefly summarise what has been accomplished on the call. There are many points you need to understand while taking reservation. Calling Diner: Oh wow, that would be great. Hotel: At midday, sir. Also, do you have a dress code? Mock sales calls should be part of onboarding, training, and continuous development. What's the actual price? I also want to hear your input about the call and to help you learn to evaluate and assess calls. I'm John Sandals. may I help you ? Discover short videos related to mock call for hotel reservation script exercise on TikTok. We will then help that guest and provide impeccable customer service on your behalf. Have a wonderful rest of your day! I hope you and your wife enjoy dinner tonight and have a wonderful time for the remainder of your vacation. Caller: Well. B: That's 626-555-1739. Caller: Yeah? Copyright @ 1998-2023. May I have your name, please? Mock Call Script Sample/ Call Simulation Sample The 7 Steps of Call Flow Step 1: Open the call (always). This is XXX hotel. Calling Diner: Possibly, my wife and I are in town on vacation and are looking at restaurants provided by our hotel. Hotel Receptionist: Thank you madam. Guest: No sorry. Agent: Okay Mr. Torres, your reservation code is R143. B: One more second, sir. Do you need a room with one bed or two? Would you like to make a reservation? How many rooms shall I book for you? A: Definitely nonsmoking. A: Sure, John Sandals. Tanya What are the dates you will be visiting with us? I'm Michelle, at your service. Now that you have a basic overview of how the answering service works, we want to give you an insider look into a conversation. Click here to watch the full version of this mock call with detailed explanations: https://youtu.be/v7ZyTTnt2D8Here's an uninterrupted version of a booking m. 2017-2023 Lingua.com. We look forward to seeing you in New York! endstream endobj 27 0 obj <> endobj 28 0 obj <> endobj 29 0 obj <>stream I did notice on your website that you have a pool and an exercise room. Your reservation is all set except for your phone number. 00:00 00:00 Hotel Clerk: Hello. Virtual Hostess: It looks like we have an opening. The flight number is NWA 476. B: The price per night is $308. I cant guarantee you but I hope you will get single room there. 2 Hotel Conversation in English Room Reservation Dialogues, Our Non English speaking hotel and restaurant workers really like our, Script 1 Successful Hotel Room Reservation Conversation in English, Script 2 Unsuccessful Hotel Room Reservation Conversation in English, F & B Service Training Manual with 225 SOP, Hotel Housekeeping Training Manual with 150 SOP, Encyclopedia of Hotel Management Terminology, Secrets of Successful Guest Complaint Handling in Hotel & Restaurant, 225 Food & Beverage Service Power Point Presentation Collection, 231 Hotel Front Office Power Point Presentations, 150 Hotel Housekeeping Power Point Presentation Collection, English for Hotel Restaurant Workers Powerpoint Presentations, Job description of a hotel telephone operator, Hotel Room Reservation Dialogues between Front Office Agent or Receptionist and Guest Practical Conversation, What is Continental Breakfast Ultimate Guide, Dialogue Offering Conference Facilities, Hotel Housekeeping Conversation: English Dialogue, Dialogue: Couple Comes in Restaurant Without Reservation, Dialogue: Guest Becomes Angry for Extra Charge. AGENT: THANK YOU! lets them know that it doesn't matter that you don't know the answer because you're going to do whatever it takes to find out for them. Keep the Caller on the line while the authorities try to reach the location. Gender: Male or Female. Virtual Hostess: We most certainly are, Ted. Hotel XYZ (Name of the Hotel), Reception. Receptionist: We can handle payment upon your arrival on Friday. Is that okay with you, Mr. Sandals? Hotel Clerk: Its only $200 dollars, plus a 10% room tax. Well, let's go with that. A: I will be traveling to Aspen, Colorado. READ BELOW. The reservation includes only breakfast Hotel Reservation Dialogues These are two Hotel Reservation dialogues that can help you create your own. Virtual Hostess: Hi Ted, I am more than happy to answer any questions you may have. The hotel stay also includes breakfast. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. What was the customer's concern? Let's go with the cheaper flight. B: Each night will be $308. My name is Michelle. Your room tariff will be US $90 per night including taxes with the complementary breakfast at our ABC (Name of the restaurant) restaurant. 00:00 00:00 Woman: Hello. Reply. Hotel Receptionist: Sure, Madam. Let me check what flights areavailable. Treat this as an actual call from an actual customer and you'll have a better chance of passing your mock call and improving your call handling skills. Hotel Receptionist: You are most welcome, madam. https://esllab.b-cdn.net/audio/mp3/flight.mp3. Could I have your full name, please? ),} +C\MCs. B: That's no problem at all. Virtual Hostess: We close at 11:30 pm tonight. Hotel Receptionist: How do you spell your name, Ms. Stephany? Do you prefer a room with the view of the swimming pool or the hill madam? A: I need a room for a few days. B: It's $308 a night. Mr. Abrams: Hi, Id like to schedule a reservation for this upcoming weekend from Friday night until Sunday. But unfortunately the hotel is fully occupied and no room is available. to inquire about available rooms. Carefully look at their dialogues: Reservation Officer:Good Morning. B: Good! - Thank you. B: Thank you so much, Mr. Sandals. Travel Agent: Okay. Caller: Yes, Id like to make a flight reservation for the twenty-third of this month. CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE. You might notice that in the description above, it still shows callcenterninja.com. To confirm Ted, I have you booked for 2 at 9:00 pm tonight. This is an example of telephone conversation in front office. B: Would you prefer to leave from Los Angeles or Burbank Airport? A: I need a hotel room. An online hotel reservation form is used to track bookings and manage reservations through a hotel's website. What is yourdestination? You then forward your calls to a designated phone number and all of your incoming calls are rerouted to our digital call center. Repeat A: I need to make a plane reservation. Let me see here. B: Not a problem. By the way, how much is it? There are countless benefits that you receive as a restaurateur when you decide to bring in a professional team dedicated to answering your incoming calls. B: No problem at all. When working with more than one customer at the same time, you don't want to give them the impression that you're rushed or talking to multiple people. Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. PLS. Making a Hotel Reservation in English - Dialogue Hotel Reservation Receptionist: Good afternoon! HOTEL RESERVATION MOCK CALL SCRIPT (TMP2) AGENT: GOOD MORNING! Travel Agent: Sure, no problem. Calling Diner: Thats doable. Thanks. Try to understand this conversation: Guest: "I want to make a reservation" Would you care for a room with a balcony? (GEMS)4. Hotel Clerk: How do you spell your last name, Mr. Maexner? How may I assist you?" Step-3: In this stage be sure about the name and when guest wants to check in and check out. Repeat as necessary. Call us! Mr. Abrams: A single room with no balcony will suit our needs just fine. 2. Thank you so much. Please answer the following questions of understanding: What is the name of the hotel where Mr. Abrams plans on staying? Receptionist: I am glad that I could help you today. When does Mr. Abrams plan on giving the hotel his credit card information? B: Very good. Man: Well, how much is the non-smoking room on the 20th? Bill Oh excellent. Caller: Whoo. Guest: Good Morning. You can collect your ticket at the airport booking-office number 4. Hotel Clerk: Hello. (866) 655-6000, 2023 A Courteous Communications, All Rights Reserved |Privacy Policy|Terms & Conditions|DPA|Conditions of Use, Why You Need a Virtual Office Receptionist, The Importance of an Answering Service During the, The Importance of an Answering Service During the Holidays, How Social Media Has Changed Customer Service, The Benefits of Keeping Your Employees Happy. Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. A: That's a reasonable price. But yes we can provide you our suitrooms. 26 0 obj <> endobj We highly recommend you to read these following tutorials for better understating the topic: Background: The reservation official of Hotel PQRis talking over telephone to a guest who wants to book a room. Placing the emphasis on the customer's needs over your own situation ("I don't know," "I'm new here," etc.) What days will you need a room? Hotel Receptionist: Certainly mam. Receptionist: Sure! Dear Readers, this is just a sample conversation. Guest: Can you give me name and phone number of a mid-range hotel where I may get single room on that day? B: We recently changed many things here, sir, including our prices. U[w[.9{x-sb05xj/6v2v~@l." OCo\=,d{fDJsdLNsaGadFr&y15GRp:tLpv`x_bQ 'btOEJ-'x We look forward to seeing you! A: I would prefer to return in the afternoon. Nonsmoking. stream Our prices are now slightly higher. May I help you? See you again! Goodbye. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); This site uses Akismet to reduce spam. Tanya And how long will you be staying with us? So, we again recommend you to read these guides: Click Here to Watch Our Free Video onHotel Room Reservation Dialogues between Front Office Agent or Receptionist and Guest Practical Conversation, I love this, thank you very much for this is a very good work.. We are really grateful for your help, We are very happy to know that you find this helpful. Do you prefer a smoking or nonsmoking room? Calling Diner: No Sara, youve been great. I made this \"interactive\" so that I'm not the only one talking about the topic. A: I'd like to reserve a hotel room. Step-2: Greet the guest properly. Thank you for flying with us at Net Jet. N4dq6FVni8E1^ms[B3O8tXw@'FZM/$vL51DD. Your name is Sabrina. Hotel Clerk: Well, we have onesuiteavailable, complete with akitchenetteand a sauna bath. Hotel Clerk: $80 dollars, plus the 10% room tax. 504K views 1 year ago Mock Call #9: Hotel Reservation. Caller's Profile: Female, 20-25 years old, nervous. Virtual Hostess: Thank you, Ted. You have entered an incorrect email address! The coach leaves for the airport at 6.15 am. hmo0?nX --mQJnA@PJUlB#L p-4DpI#Ji8 J`yrBnbkK.z4FxfD1y6eNOGtzw}wx. And the view of the city is great, too. 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 . Thats flight 1070 from Salt Lake City to New York, Kennedy Airport,transferringto flight 90 from Kennedy to Helsinki.
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