Have a pleasant day. 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. Will that be OK? Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. If you provide us a list of your backup staff, we can then initiate the phone tree to find a replacement for that shift. Receptionist: Sure! Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? A: A queen sounds great. A: I'm planning to visit New York from Friday, April 14 until Monday, April 17. AGENT: ALRIGHT! Randall Davis. A: My name is John Sandals. Spellman, and your address is 5017 Broadway Woodside, New York (NY), 1137, and. It will be our pleaser to provide you with the complimentary flower bouquet for the occasion. 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. This is Capitol Hotels in Washington, D.C. How may I help you? 2. November 25, 2019 at 8:18 pm . I will send your reservation confirmation to T-R-O-B-I-N-S-O-N at X mailbox dot com. Hotel Receptionist: I repeat917494-4476. This website is using a security service to protect itself from online attacks. I'm glad we could take care of that for you, [Customer Name]. 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. This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. Mock sales calls should be part of onboarding, training, and continuous development. May I have your name, please? Mr. Abrams: Thank you! https://esllab.b-cdn.net/audio/mp3/hotel1.mp3. - You'll have to be at West London Air Terminal by 6.00 am at the latest. . How to Pass a Mock Call Test: It's Actually Simple! - Kwestyon Focus on One Sales Strategy at a Time to Prevent Overwhelming Sales Reps A: I need to reserve a room. How may I help you? My phone number is 626-555-1739. Is there anything else that you need at this point in time? B: Not a problem. A: I would prefer to return in the afternoon. Lonnie Practice the Conversations of This Topic with Mike, HOME Copyright 2023. 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. Mary Jones: . 504K views 1 year ago Mock Call #9: Hotel Reservation. It was a pleasure. STEP 1 - Briefly summarise what has been accomplished on the call. STEP 2 - Let the customer know what happens next (and include a timescale - so they can go about planning their busy lives). I cant guarantee you but I hope you will get single room there. 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. %PDF-1.5 % hmo0?nX --mQJnA@PJUlB#L p-4DpI#Ji8 J`yrBnbkK.z4FxfD1y6eNOGtzw}wx. My name is Michelle. Lonnie Yes, I would. The guest wants to reserve room for her husband. Download our free sales script templates and customize them to move leads through your sales process more efficiently. Have a nice day. My name is Sara; how may I help you today? endstream endobj startxref The guest wants to reserve room for her husband. B: I hear you, sir. B: One minor problem, sir. May I have your full name, please? Reservation Officer: I can understand your urgency madam but I am very sorry. What time should I arrive at the airport? I see we have some availability. Here are eight best practices for providing great customer experiences. Lonnie Yes. Okay, sir, we look forward to seeing you in April! Guest: 257 Park Avenue South, New York, NY 10010, USA. Practical English :: Air Travel :: Reservations (airline) :: Dialogue 2 Do you have a cheaper room available either on the 20th or the 22nd? B: Most of our clients prefer nonsmoking. Conversation: 1. Calling to Get a Reservation - ESL Fast Travel Agent: Okay. Calling Diner: Thats doable. November 25, 2019 at 8:18 pm . Guest: Ok, and what time is check-out? The call should look something like this: Introduction (5%): Answer the phone in a professional manner. I plan to be there in April from the 14th to the 17th. May I help you? That's S A N D A L S. Let me check our computer here for a moment. I thought it's a great preparation for you! PDF Sample Call Center Script - Hotel - Specialty Answering Service We look forward to seeing you then! Also, there is internet available in the lobby 24 hours a day. Caller: Well. B: Thank you so much, Mr. Sandals. Now, Mr. Sandals, about the room, smoking or nonsmoking? 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. Here we will share 2 real life scenario. to report a cancellation. I have also included the product knowledge so you can train yourself to think like a call center agent. B: I have booked you on your flight at a great rate. Your flight under American Airlines that was. Step-2: Greet the guest properly. ),} +C\MCs. HANDLING RESERVATION CALL | HOTEL RESERVATION - YouTube Sunnyside Inn. Someone will give you a call momentarily. My name is Michelle. Repeat as necessary. 2. Thank you very much. Now you have been booked, Ms. Jones. Copyright @ 1998-2023. <> STEP 4 - Finish with a courteous call-closing statement. If you're the agent, what will you do differently? Guest: Good Morning. Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. 2. To confirm Ted, I have you booked for 2 at 9:00 pm tonight. Virtual Hostess: Our dining room dress code is smart casual. Nonsmoking. Virtual Hostess: Good evening and thank you for calling Smiths Steak House. Guest: Great. What can the agent improve on? When do you need the room? 43 0 obj <>stream B: That won't be a problem. Could I have your full name, please? Thank you so much for choosing our hotel, sir! 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. Hotel Receptionist: Sure madam. ---NEED SOME HELP IN GETTING HIRED? This is a useful text for learning how to make a hotel reservation in English. 3. For how long does Mr. Abrams plan on staying at the hotel? A: Certainly. Do you have any vacancies? "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. Your IP: My name is Michelle. Travel Agent: Sure, no problem. I did notice on your website that you have a pool and an exercise room. 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. You can collect your ticket at the airport booking-office number 4. Click to reveal Guest: Its S-T-P-H-A-N-Y and then R-O-S-E. Hotel Receptionist: All right, Ms. Stephany. CALL CENTER MOCK CALLS SCRIPT SAMPLE -TECHNICAL SUPPORT - Academia.edu Hotel Clerk: How do you spell your last name, Mr. Maexner? U[w[.9{x-sb05xj/6v2v~@l." OCo\=,d{fDJsdLNsaGadFr&y15GRp:tLpv`x_bQ 'btOEJ-'x 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. A: Nonsmoking, please. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Goodbye. Hotel Receptionist: May I have your contact number, madam? Caller: Yes, Id like to make a flight reservation for the twenty-third of this month. B: Each night will be $308. 2 0 obj A: How much per night are we talking about? The Best Call-Closing Statements - With Examples - Call Centre Helper Talking over telephone needs skill, knowledge and training. B: Hi, Mr. Sandals. Mock Call Script with Call Flow Guide: Hotel Booking Part 2 Making a Hotel Reservation in English - Dialogue Hotel Reservation Receptionist: Good afternoon! Would you like to make a reservation? Try to understand this conversation: Guest: "I want to make a reservation" A: It depends on the price, of course. Let's go with the cheaper flight. Background: The receptionist of Hotel XYZ is talking over telephone to a guest regarding a possible room reservation. A: Right now. Virtual Hostess: It looks like we have an opening. is closed for the season. I'm Michelle, at your service. What time do you close tonight? Hotel Clerk: Oh, sorry. All we need now is a phone number. You take care. "Good Morning, Front Desk. 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? B: Great, Mr. Sandals. Kapag mock call po ba may script na ibibgay? Hotel Receptionist: What type of room do you like to reserve, mam? We look forward to seeing you in New York! Placing the emphasis on the customer's needs over your own situation ("I don't know," "I'm new here," etc.) Have a wonderful rest of your day! 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 Go-To Scripts for 16 Tricky Customer Service Scenarios Guest: Actually 5th April is my husbands birthday. Mr. Abrams: Hi, I'd like to schedule a reservation for this upcoming weekend from Friday night until Sunday. We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. B: Next question: Is a queen-size bed okay? Hotel Clerk: Okay, we do have a few rooms available on the 20th; were full on the 22nd, unless you want a smoking room. B: No problem at all. Let me have your address, please? B: Very good. We ask that you refrain from wearing flip flops, ball caps and tank tops. Your reservation is in our computer. Call Center Script Example for our Restaurant Customers The coach leaves for the airport at 6.15 am. Carefully look at their dialogues: Hotel Receptionist: Good Evening. Hotel Clerk: Its only $200 dollars, plus a 10% room tax. Travel Commercial Sample Script | Voice Over Sample Scripts Let me check what flights areavailable. We dont have any single room vacant at that moment. 7 Outbound Sales Call Script Examples (+ Free Templates) Caller: And what are thedepartureand arrival times for each of those flights? Here is a brief overview of how we receive calls on your restaurants behalf. 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? Hope to have it up by end of the year (December 2019) OR early next year (January 2020).You might also be unable to access my shop if you want to purchase my eBook or if you want to download my FREE SURVIVAL GUIDE. Caller: Alright. B: That's 626-555-1739. 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 kind of room does Mr. Abrams request to stay in? 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. Hotel Receptionist: Thank you madam. A: Please tell me the price, so I can make a decision. Performance & security by Cloudflare. B: That's no problem at all. Would you like a smoking or nonsmoking room? Now all I need is your phone number. MOCK CALL SCRIPT - PCCI Travel and Tours | PDF | Airlines | Transport 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. We look forward to receive you on 4th April. Would you prefer smoking or nonsmoking? What time are both check-in and check-out? 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. Carefully look at their dialogues: Reservation Officer:Good Morning. Travel Agent: Okay. Please tell me how can we help you. A: Of course. 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. Information gathering (45%): Learn about the customer, their group, and the kind of experience they want to have together. B: 626-555-1739. 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. (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. Your reservation is all set except for your phone number. Are you within walking distance from the Hilton on I-Drive? In fact, our all single rooms are occupied for next 5 days. There are many points you need to understand while taking reservation. Front Office Practical Role Play Scripts for Hotel - SlideShare Hotel Receptionist: So, a double room is booked for you MS. Stephany Rose from 5th April for 5 days with the hill view. Situation: The caller heard some gun shots, and saw people running from his neighbor's house. Save my name, email, and website in this browser for the next time I comment. If necessary, tell them you have to check on some information or confirm a product and have to put them on hold . May I help you? Hotel: Should you have any questions or requests, please dial 'O' from your room. By the way, how much is it? This is an example of telephone conversation in front office. Also, do you have a dress code? Is there anything else I can help you with? A: Sure! Guest: Well, a double-bedded room with AC and other facilities at least. Bill Thank you. B: The price per night is $308. A: John Sandals. Appointment-setting Sales Script UNINTERRUPTED VERSION OF THIS MOCK CALL: https://www.youtube.com/watch?v=XHvJeSgwii0DO NOT watch this mock call like an outsider. Tanya What are the dates you will be visiting with us? In our todays Hotel conversation in English guide, we will share dialogue between guest and receptionist. I would like to book a room for next week. Let me check and see what rooms are available. Now, sir, do you have a preference for smoking or nonsmoking? B: Wonderful! What did the agent do well in the call? Watch popular content from the following creators: Beauty and the Best (@beautyandthebest100), Beauty and the Best (@beautyandthebest100), Sam Jarman(@sam_jarman), Sammie Kahkola(@sammiekahkola), John Liang(@johnsfinancetips) . Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Can I book a reservation for 2 at 9:00 pm? What days do you need that reservation, sir? A: Hi there, I want to reserve a hotel room. Hotel Reservation Form Template | Jotform your phone number is (718) 204-0341. Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. The Ultimate Script for Selling Tour Packages Over the Phone to change a reservation. I also want to hear your input about the call and to help you learn to evaluate and assess calls. Our call center agents will be trained on this information in order to properly assist your calling guests. Mr. Abrams: A single room with no balcony will suit our needs just fine. hb```f``R@( ?000I6w4Tt0Ut4wt F fbNYM@[v?$g#( a`rP @L |F1 D Hmm, hmm . [Okay] And when will you be returning? Hotel XYZ (Name of the Hotel), Reception. Alex Okay. Virtual Hostess: Hi Ted, I am more than happy to answer any questions you may have. Here at A Courteous Communications, we have state of the art technology and software that allows us to synch up to your reservation book. PLS. Travel Agent: Freedom Travel. Dont worry. Guest: Yes, thats right. is hosting a convention. B: Fantastic! (OPPORTUNITIES)5. Customer Service Phone Call Scripts, Templates, and Examples - Gladly 54.36.126.202 Our prices are now slightly higher. Travel Agent: Okay. Thanks for calling. Kindly email me so that I can help you right away: reagene.biz@gmail.com THANK YOU!! Now that you have a basic overview of how the answering service works, we want to give you an insider look into a conversation. %PDF-1.4 A: I will be traveling to Aspen, Colorado. STEP 3 - Ask the customer if there is anything else that they can be helped with. 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. A: That sounds fine. B: Perhaps you didn't know that we have new room rates. Diego Guerra says: This is awesome, you are really talented, it is like a real scene. The flight number is NWA 476. A: I hate cigarettes! But unfortunately the hotel is fully occupied and no room is available. Now, about the bed, is a queen-size okay? "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. Thank you for flying with us at Net Jet. A: That's a reasonable price. 39 effective call center scripts your agents should be using - Zendesk Would you like me to book a reservation for you and your party for a specific time? What is your destination? Our Non English speaking hotel and restaurant workers really like our Hotel English Dialogue series.