00:00 00:00 Hotel Clerk: Hello. How many rooms shall I book for you? A: It's 626-555-1739. Calling Diner: Email would be best; it gets sent to my cell. Nonsmoking. Please answer all questions about the text: Press Enter or Space to show volume slider. A: Hi there, I want to reserve a hotel room. May I know the specific date for the reservation? Focus on One Sales Strategy at a Time to Prevent Overwhelming Sales Reps What time do you close tonight? The flight number is NWA 476. Guest: Yes, thats right. Can you do me a favor then? Mary Jones: . Here we will share 2 real life scenario. Hotel Receptionist: So, a double room is booked for you MS. Stephany Rose from 5th April for 5 days with the hill view. I look forward to my stay. Guest: Ok, thanks. If you provide us a list of your backup staff, we can then initiate the phone tree to find a replacement for that shift. A: Definitely nonsmoking. Would you prefer smoking or nonsmoking? Have a pleasant day. Guest: Ok. Carefully look at their dialogues: Reservation Officer:Good Morning. A: That's a reasonable price. B: Thank you, Mr. Sandals. Hotel Clerk: Well, would you like a smoking or a non-smoking room? A: Of course. Step 4: Probe/ ask relevant question/s (if applicable). 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. We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. Travel Agent: Okay. This is the front desk. Now, is a queen-size bed okay? I will also be sure to include our address so you can find us easily. . B: Not a problem. Hotel Receptionist: Sure madam. Background: The receptionist of Hotel XYZ is talking over telephone to a guest regarding a possible room reservation. UNINTERRUPTED VERSION OF THIS MOCK CALL: https://www.youtube.com/watch?v=XHvJeSgwii0DO NOT watch this mock call like an outsider. endstream endobj startxref 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. Guest: Oh both are nice. Okay, sir, we look forward to seeing you in April! Let me check what flights areavailable. Has been out of service for more than a week. "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. Their number is 123456789. A: Nonsmoking, definitely! All of the following are amenities the hotel offers its guests except: At what time can Mr. Abrams check into the hotel on Friday? Reservation Officer: Sure madam. 2. I'd like to make a reservation for this weekend. your phone number is (718) 204-0341. May I help you? We ask that you refrain from wearing flip flops, ball caps and tank tops. Appointment-setting Sales Script It is Hotel ABC. Reservation Officer: I can understand your urgency madam but I am very sorry. Now, about the bed, is a queen-size okay? %PDF-1.5 % Will that be OK? STEP 1 - Briefly summarise what has been accomplished on the call. Be assured that we will also decorate the room in best possible way. May I help you? Review the key vocabulary and the sample sentences. % Calling Diner: Wow, that sounds incredible. Have a nice day. 2. Randall Davis. Successful resolution Thank you again for calling [Company Name]. M-FG3Hdjo%+Z3DDE}h!9Sc 0?Z$:YfZ^|]+"4DU$X}th cLL+x#'YQ9j=*U4[xPR ;uVt1a|M0)GCYvLLhh]5Dm)VBhV|kQlT"3y*F1L!0QmdZ q6a!bfcay Must collect our Professional spoken English guide English for Hotel and Restaurant Workers for hundreds of real life hotel dialogues, English vocabulary and spoken lessons. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); This site uses Akismet to reduce spam. Hotel: Should you have any questions or requests, please dial 'O' from your room. Yes. See you again! The coach leaves for the airport at 6.15 am. HOW CAN I HELP YOU? Guest: That is so kind of you. A: Certainly. Repeat as necessary. A: Of course! Hotel Receptionist: Sure, Madam. 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. How did the agent resolve the concern/issue?3. Guest: Good Morning. Check your understanding by answering the questions about the text. Hotel Receptionist: You are most welcome, madam. After hiring our restaurant answering service, you will be involved in customizing your desired customer service experience. Is there anything else I can help you with? An online hotel reservation form is used to track bookings and manage reservations through a hotel's website. We look forward to seeing you in New York! Love you! PS: IMPORTANT! Alex Okay. Hotel Clerk: Oh, sorry. Thanks for calling. We hope that this insider information andcall center script exampleshowcases the virtual services we can bring to your restaurant. Review the key vocabulary and the sample sentences. I see. The guest wants to reserve room for her husband. Now that you have a basic overview of how the answering service works, we want to give you an insider look into a conversation. I am Taylor Isabel. Here are some closing phrases we recommend if the call ends with a successful resolution, a frustrated customer, or an unresolved issue. ---NEED SOME HELP IN GETTING HIRED? Hotel Receptionist: Thank you madam. 3. B: We recently changed many things here, sir, including our prices. The complete conversation between the man making the reservation and the hotel receptionist is included. My name is John Sandals. STEP 3 - Ask the customer if there is anything else that they can be helped with. Receptionist: Yes, all hotel guests are allowed access to those facilities. Travel Agent: Okay. I thought it's a great preparation for you! Lonnie This Friday. A phone call to reserve a hotel room in English. 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. Below is acall center script exampleshowcasing some of the services we can provide to your restaurant. B: We have new room rates, sir. To start, we will prepare our award winning lobster bisque, followed by our signature cut prime New York strip and for dessert, a perfectly prepared Crme Brle. What is it? Now, sir, do you have a preference for smoking or nonsmoking? Thank you so much for choosing our hotel, sir! 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. Is it ok? #CancellationOfReservation #HotelReservation #FrontOfficeOperations It will be our pleaser to provide you with the complimentary flower bouquet for the occasion. Thank you so much. It's nice to hear from you again. Hotel Receptionist: Good Bye, MrsStephany. Voice Age: Young Adult. Do you have a cheaper room available either on the 20th or the 22nd? 2 0 obj Guest: Its S-T-P-H-A-N-Y and then R-O-S-E. Hotel Receptionist: All right, Ms. Stephany. Could you tell me when you need the room? Do you find that acceptable, sir? 2017-2023 Lingua.com. Mock Call Script Sample/ Call Simulation Sample The 7 Steps of Call Flow Step 1: Open the call (always). Caller: Uh, well, Id like tocatcha return flight on the twenty-ninth. Gender: Male or Female. What time are both check-in and check-out? Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. Client: The Center of Travel.com. Reply. Your reservation is confirmed. Let me see here. Travel Agent: Freedom Travel. May I ask you for a special favor? Calling Diner: No Sara, youve been great. Calling Diner: Oh wow, that would be great. Lets go withthe cheaper flight. Script 1 - Successful Hotel Room Reservation Conversation in English Background: The receptionist of Hotel XYZ is talking over telephone to a guest regarding a possible room reservation. What's the actual price? Virtual Hostess: Thanks Ted, you too and dont hesitate to call if you have any other questions at all. I'm glad we could take care of that for you, [Customer Name]. Virtual Hostess: It has been my pleasure. hb```f``R@( ?000I6w4Tt0Ut4wt F fbNYM@[v?$g#( a`rP @L |F1 D Step-2: Greet the guest properly. Ted, may I have your last name to book the reservation? Review the key vocabulary and the sample sentences. Guest: Can you give me name and phone number of a mid-range hotel where I may get single room on that day? Guest: Why not? Please tell me how can we help you. A: That would be 626-555-1739. B: Good! Your name is Sabrina. I have also included the product knowledge so you can train yourself to think like a call center agent. Am I right? Hotel Receptionist: Certainly mam. B: Our room rates recently went up. Guest: Well, a double-bedded room with AC and other facilities at least. Do you have any vacancies? Thank you for flying with us at Net Jet. Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. The caller can't stay on the September long weekend because the hotel. hmo0?nX --mQJnA@PJUlB#L p-4DpI#Ji8 J`yrBnbkK.z4FxfD1y6eNOGtzw}wx. 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? MAY I KNOW WHOSE ON THE LINE? Repeat A: Hi there, I want to reserve a hotel room. Would you like me to book a reservation for you and your party for a specific time? Performance & security by Cloudflare. Explore the latest videos from hashtags: # . And, uh, Id like to request avegetarianmeal. Hotel Receptionist: May I have your contact number, madam? me to have a short recap of what we have discussed today. I hope you and your wife enjoy dinner tonight and have a wonderful time for the remainder of your vacation. https://esllab.b-cdn.net/audio/mp3/hotel1.mp3. My phone number is 626-555-1739. B: No problem at all. John says to break up the phone call into four main sections. Your IP: All rights reserved. Caller: Well. Carefully look at their dialogues: Hotel Receptionist: Good Evening. I'm John Sandals. I hope sir will be surprised and happy. 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. A: A queen sounds great. You take care. Suit rooms will be too expensive for me. Now, does a queen sound okay? Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. A: That sounds fine. B: Thank you so much, Mr. Sandals. My number is 626-555-1739. This is Capitol Hotels in Washington, D.C. How may I help you? You can email the site owner to let them know you were blocked. Do you prefer a room with the view of the swimming pool or the hill madam? Could I have your name, please? Step 3: Confirm the customer's account (if applicable). STEP 4 - Finish with a courteous call-closing statement. HANDLING RESERVATION CALL | LPU-Batangas | SydneyVB_ MOCK CALL PRACTICE: Basic Browser Troubleshooting | Interactive Session. A: I need a hotel room. 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. TMP HOTEL ROOM RESERVATION. Well, lets go with that. Travel Agent: Okay. Thank you for doing business with us, Mr. Sandals. A: No problem. I see we have some availability. A: I'll be there in April: Friday through Monday, the 14th through the 17th. B: I hear you, sir. In fact, our all single rooms are occupied for next 5 days. Customer Service Call Scripts for Handling Several Customers at the Same Time. A: I'd like to reserve a hotel room. Bill Thank you. Agent: Sir I just want to remind you that, in case you cancel your reservation, the hotel has the rights to vacant the room and reserved it to another guests within 6 hours until 6pm. This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. I HAVE A NEW WEBSITE. RA: Certainly ma'am, May I first know your name ma'am and where you are calling from? What is yourdestination? The action you just performed triggered the security solution. I will send your reservation confirmation to T-R-O-B-I-N-S-O-N at X mailbox dot com. B: That's 626-555-1739. A: I quit smoking, so nonsmoking. Read the complete Terms of Use for more information. B: The price will be $308 a night. Lonnie Receptionist: We can handle payment upon your arrival on Friday. Just give me a minute, let me check. Situation: The caller heard some gun shots, and saw people running from his neighbor's house. 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. A: That'll be no problem. Step 2: Empathize, apologize or assure (whichever applies). My name is Sara; how may I help you today? 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 Clerk: How do you spell your last name, Mr. Maexner? Your reservation is now verified, so all I need is your phone number. to inquire about available rooms. Receptionist: Sure! to report a cancellation. A: Certainly. Caller: Yes, Id like to make a flight reservation for the twenty-third of this month. Do you mind, sir? The new website is trainercreative.com but I'm still working on it, whew! I would like to make reservations, please. I urgently need a single room for 1st January. Lonnie Yes, I would. The call should look something like this: Introduction (5%): Answer the phone in a professional manner. How can I help you? Copyright @ 1998-2023. Caller's Profile: Female, 20-25 years old, nervous. B: That'll be nonsmoking. Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. Let me have your address, please? Cloned 30,075. B: That's no problem at all. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. Caller: Alright. 504K views 1 year ago Mock Call #9: Hotel Reservation. 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. I have a few questions I hope you can help me with. B: It's $308 a night. Making a Hotel Reservation in English - Dialogue Hotel Reservation Receptionist: Good afternoon! 43 0 obj <>stream B: Thank you, Mr. Sandals. A: Friday afternoon, April 14 through Monday morning, April 17. Now you have been booked, Ms. Jones. 1. The email is TRobinson@xmailbox.com. Let me check and see what rooms are available. May I have your name, please? Hotel Clerk: Hello. Receptionist: Sure! (GEMS)4. So, we again recommend you to read these guides: Click Here to Watch Our Free Video onHotel Room Reservation Dialogues between Front Office Agent or Receptionist and Guest Practical Conversation, I love this, thank you very much for this is a very good work.. We are really grateful for your help, We are very happy to know that you find this helpful. The guest wants to reserve room for her husband. Guest: 257 Park Avenue South, New York, NY 10010, USA. hbbd``b`$c`~" $ZR #JbF u Mr. Abrams: Okay, thats fine. A: Sure, John Sandals. Hotel Clerk: All right. May I help you? Would you care for a room with a balcony? B: The price per night is $308. 2. [Okay] And when will you be returning? Here at A Courteous Communications we offer affordable rates with no long-term commitment required. Tess, speaking, How can I help you? Your reservation is in our computer. This is Cherry speaking, how may I help you today? 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. is hosting a convention. Click to reveal 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. Man: Well, how much is the non-smoking room on the 20th? The reservation includes only breakfast Hotel Reservation Dialogues These are two Hotel Reservation dialogues that can help you create your own. Cloudflare Ray ID: 7c0e004e9e22d3f4 Hotel Clerk: $80 dollars, plus the 10% room tax. 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: Let me repeat that: 626-555-1739. f&!bLEL `'E9xq - You'll have to be at West London Air Terminal by 6.00 am at the latest. A: It depends on the price, of course. STEP 2 - Let the customer know what happens next (and include a timescale - so they can go about planning their busy lives). November 25, 2019 at 8:18 pm . Hotel: At midday, sir. In our todays Hotel conversation in English guide, we will share dialogue between guest and receptionist. A: Right now. All we need now is a phone number. A: Possibly. B: That should be no problem. B: 626-555-1739. If a waiter or line cook is unable to work their scheduled shift, they can call into this staff hotline day or night. Let me check and see what rooms are available. Save my name, email, and website in this browser for the next time I comment. Is that acceptable, sir? The 21st of May, right? %PDF-1.4 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 Mr. Abrams: A single room with no balcony will suit our needs just fine. Caller: Alright. Here are your tickets. I would like to reserve a room from the 5th of April for 5 days. Call us! Travel Agent: Okay. 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. What time should I arrive at the airport? Guest: Actually 5th April is my husbands birthday. An item isn't available 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. When do you need the room? is closed for the season. HOTEL RESERVATION MOCK CALL SCRIPT (TMP2) AGENT: GOOD MORNING! Listen to the recording on travel arrangements and read along with the conversation. Receptionist: I am glad that I could help you today. Virtual Hostess: And do you have an email address or cell phone number I can send the confirmation to? Download our free sales script templates and customize them to move leads through your sales process more efficiently. AGENT: ALRIGHT! We look forward to seeing you! Job description: The Center of Travel dot com is a travel site that prides itself on providing a one-stop-shop for travel needs. I plan to be there in April from the 14th to the 17th. B: Hi, Mr. Sandals. Virtual Hostess: Our dining room dress code is smart casual. Placing the emphasis on the customer's needs over your own situation ("I don't know," "I'm new here," etc.) MOCK CALL PRACTICE: Hotel Reservation | Interactive Session 5. . Kapag mock call po ba may script na ibibgay? This allows your new virtual hostess team to book and handle reservations in real-time. - Thank you. What was the customer's concern? My name is Michelle. A: I will be traveling to Aspen, Colorado. You can collect your ticket at the airport booking-office number 4. Copyright @ 1998-2023. B: Very good. Hotel Receptionist: I repeat917494-4476. What kind of room does Mr. Abrams request to stay in? . AU2(^Hx oI]$T Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Information gathering (45%): Learn about the customer, their group, and the kind of experience they want to have together. Also, there is internet available in the lobby 24 hours a day. Could you please tell me your name? It's area code 626-555-1739. I can't handle that smell. How much is a room? Also, do you have a dress code? Mock sales calls should be part of onboarding, training, and continuous development. Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? May I have your full name, please? But I like nature most. 2. Virtual Hostess: Hi Ted, I am more than happy to answer any questions you may have. Reply. A: Maybe. Please note the number. Receptionist: Enjoy the rest of your week! Travel Agent: It's only $980. Lonnie Yes. B: Hi, sir. After a reservation is booked, we will add the customer information into your calendar and we can even send a notification via text or email to the appropriate shift manager. Your reservation is all set except for your phone number. Hotel Clerk: Its only $200 dollars, plus a 10% room tax. It is a mid-range hotel. Comments, requests, suggestions, drop them in the comments. All we need now is a phone number. Goodbye. "Hotel Room Service - Script" Back to Listening Activity Back to Easy Quizzes Listening Exercise Listen to the recording on hotel room service and read along with the conversation. What can the agent improve on? A: $308! For how long does Mr. Abrams plan on staying at the hotel? But unfortunately the hotel is fully occupied and no room is available. Is that okay with you, Mr. Sandals? Hmmm. A: I need a room for a few days. Would you like to make a reservation? Thats flight 1070 from Salt Lake City to New York, Kennedy Airport,transferringto flight 90 from Kennedy to Helsinki. G: Hello Good Morning Zerah, I would like to reserve a room please. The flight leaves at 16:45, and your arrival in Sydney will be at 9:25 a.m., local time. Well, let's go with that. Now, do you approve of a single queen-size bed? Diego Guerra says: This is awesome, you are really talented, it is like a real scene. Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. Watch popular content from the following creators: Beauty and the Best (@beautyandthebest100), Beauty and the Best (@beautyandthebest100), Sam Jarman(@sam_jarman), Sammie Kahkola(@sammiekahkola), John Liang(@johnsfinancetips) . There are many points you need to understand while taking reservation. N4dq6FVni8E1^ms[B3O8tXw@'FZM/$vL51DD. Hotel Clerk: Okay, we do have a few rooms available on the 20th; were full on the 22nd, unless you want a smoking room. may I help you ? Review the key vocabulary and the sample sentences. "Good Morning, Front Desk. endstream endobj 27 0 obj <> endobj 28 0 obj <> endobj 29 0 obj <>stream We dont have any single room vacant at that moment. But if you don't travel on the coach you should arrive at the airport before 8.30am. <> B: Most of our clients prefer nonsmoking. GUEST: I'D LIKE TO RESERVE A ROOM FOR TWO PLEASE. Are these facilities available for all hotel guests? B: Would you prefer to leave from Los Angeles or Burbank Airport? Hotel XYZ (Name of the Hotel), Reception. A: I have no problem with that. Caller: Whoo. B: Wonderful! Hotel Clerk: Well, we have onesuiteavailable, complete with akitchenetteand a sauna bath. A bellboy will bring your bags up shortly. Calling Diner: Thats doable. A: My name is John Sandals. Reservation Officer: Its my pleaser madam. First things first, we want to help you get a general idea of how a restaurant answering service works for your establishment. It was a pleasure. Allow us to walk you through how we answer calls for restaurants so you can fully understand key guest services that we bring to the table. ezekiel mae says: Do you have mock call for retail services. Receptionist: Check-in for you on Friday can be any time after 3:00 p.m. Check-out will be on Sunday before noon. Hotel Receptionist: How do you spell your name, Ms. Stephany? Thanks. Nonsmoking. THIS IS NIA SPEAKING. Caller: Yeah? B: No problem at all. Could I have your full name, please? Tanya What are the dates you will be visiting with us? :) Thanks so much for watching. A: I'm planning to visit New York from Friday, April 14 until Monday, April 17. This is an example of telephone conversation in front office. If there is an emergency situation, we can transfer calls from your FOH or BOH staff to emergency service technicians and handle conference calls.
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