mock call script for hotel reservation
Mr. Abrams: Okay, thats fine. Reservation Officer: Sure madam. A: Nonsmoking, definitely! 3. It is Hotel ABC. May I have your name, please? Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. Receptionist: Enjoy the rest of your week! A: Certainly. Well, lets go with that. Yes. B: Thank you so much, Mr. Sandals. GUEST: I AM CHRISTIAN LABONETE. This is XXX hotel. Hold on for few seconds. Job description: The Center of Travel dot com is a travel site that prides itself on providing a one-stop-shop for travel needs. 26 0 obj <> endobj And the view of the city is great, too. Hotel Receptionist: Certainly mam. Repeat A: I need to make a plane reservation. Hotel Clerk: Okay. STEP 4 - Finish with a courteous call-closing statement. A: It depends on the price, of course. Carefully look at their dialogues: Hotel Receptionist: Good Evening. :) Thanks so much for watching. G: Hello Good Morning Zerah, I would like to reserve a room please. Guest: Well, a double-bedded room with AC and other facilities at least. Your flight under American Airlines that was. Could you tell me when you need the room? The action you just performed triggered the security solution. Read the complete Terms of Use for more information. hbbd``b`$c`~" $ZR #JbF u This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. Just give me a minute, let me check. And, uh, Id like to request avegetarianmeal. Thank you so much for choosing our hotel, sir! The flight number is NWA 476. I urgently need a single room for 1st January. Do you need our services? A: Nonsmoking, please. Check your understanding by answering the questions about the text. Mary Jones: . Are you within walking distance from the Hilton on I-Drive? Tanya And how long will you be staying with us? I see we have some availability. I have a few questions I hope you can help me with. Dear Readers, this is just a sample conversation. This allows your new virtual hostess team to book and handle reservations in real-time. 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) . B: No problem at all. B: Wonderful! Guest: Actually 5th April is my husbands birthday. If necessary, tell them you have to check on some information or confirm a product and have to put them on hold . 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 Your reservation is in our computer. Bill Thank you. 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. A: Hi there, I want to reserve a hotel room. Virtual Hostess: Thank you, Ted. A: I quit smoking, so nonsmoking. (OPPORTUNITIES)5. FILE TO DOWNLOAD OR INTEGRATE Outbound Sales Call Script Templates Download as PDF Download as Word Doc Download as Google Doc 1. Will that be OK? May I have your name, please? Calling Diner: Email would be best; it gets sent to my cell. . 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. Lonnie This Friday. Repeat as necessary. Can I book a reservation for 2 at 9:00 pm? That's not bad. TMP HOTEL ROOM RESERVATION. Salespeople (especially outbound sales) will always make phone calls, so it's important to keep this skill sharp. There are many points you need to understand while taking reservation. B: Sir, I'm Michelle, and I run the front desk. You take care. "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. Here is a brief overview of how we receive calls on your restaurants behalf. The IIPS Framework. (After few seconds). 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. Receptionist: Check-in for you on Friday can be any time after 3:00 p.m. Check-out will be on Sunday before noon. Review the key vocabulary and the sample sentences. Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. I guess hill view will be splendid. B: That won't be a problem. 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. B: No problem at all. Hotel Clerk: Well, we have onesuiteavailable, complete with akitchenetteand a sauna bath. The flight leaves at 16:45, and your arrival in Sydney will be at 9:25 a.m., local time. Now, is a queen-size bed okay? It's nice to hear from you again. Guest: No sorry. I have also included the product knowledge so you can train yourself to think like a call center agent. Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Repeat A: Hi there, I want to reserve a hotel room. Now all I need is your phone number. My number is 626-555-1739. MOCK CALL PRACTICE: Hotel Reservation | Interactive Session 5. . Your reservation is confirmed. 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. Let me see. %PDF-1.5 % Caller: Uh, well, Id like tocatcha return flight on the twenty-ninth. MAY I KNOW WHOSE ON THE LINE? It's area code 626-555-1739. Hotel: Should you have any questions or requests, please dial 'O' from your room. Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? Do you have any vacancies? I will also be sure to include our address so you can find us easily. Tess, speaking, How can I help you? I did notice on your website that you have a pool and an exercise room. All of the following are amenities the hotel offers its guests except: At what time can Mr. Abrams check into the hotel on Friday? Randall Davis. AGENT: ALRIGHT! Voice Age: Young Adult. Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. PLS. Kapag mock call po ba may script na ibibgay? Thats flight 1070 from Salt Lake City to New York, Kennedy Airport,transferringto flight 90 from Kennedy to Helsinki. https://esllab.b-cdn.net/audio/mp3/hotel1.mp3. I would like to book a room for next week. A: Sure! B: Okay, Mr. Sandals. Thank you so much. What is your destination? Here are eight best practices for providing great customer experiences. All rights reserved. Knowledge Base/ Mock Call Scenario Hotel Reservation The hotel is a 5 minute drive to the CCV Mall and Souvenirs. A: Maybe. 2. May I help you? Thanks. me to have a short recap of what we have discussed today. B: Thank you, Mr. Sandals. Please answer the following questions of understanding: What is the name of the hotel where Mr. Abrams plans on staying? After hiring our restaurant answering service, you will be involved in customizing your desired customer service experience. We look forward to seeing you in New York! hb```f``R@( ?000I6w4Tt0Ut4wt F fbNYM@[v?$g#( a`rP @L |F1 D B: Hello, Mr. Sandals. "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. You can cancel up to five days in advance and we will refund your deposit. Keep the Caller on the line while the authorities try to reach the location. Virtual Hostess: And do you have an email address or cell phone number I can send the confirmation to? 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. I can't handle that smell. Mr. Abrams: Thank you! A: I'm planning to visit New York from Friday, April 14 until Monday, April 17. Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport. B: One more second, sir. may I help you ? B: Perhaps you didn't know that we have new room rates. Would you prefer smoking or nonsmoking? I will send your reservation confirmation to T-R-O-B-I-N-S-O-N at X mailbox dot com. 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. Please tell me how can we help you. Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. I hope sir will be surprised and happy. B: Would you prefer to leave from Los Angeles or Burbank Airport? Could I have your name, please? What time are both check-in and check-out? 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? Travel Agent: It's only $980. B: Great, Mr. Sandals. B: That's no problem at all. All rights reserved.eslfast.com. Institute of Hotel Management, Hajipur Front Office Practical Kit Praveen Jha, Senior Lecturer, Institute of Hotel Management, Hajipur, Vaishali, Bihar Praveenjha1971@gmail.com; Hospitality Career Guide Blog Page 34 5- Repeat the surname, room number and time of the requested wake-up call in order to assure the guest that all details are . A: Certainly. B: One minor problem, sir. I hope you and your wife enjoy dinner tonight and have a wonderful time for the remainder of your vacation. N4dq6FVni8E1^ms[B3O8tXw@'FZM/$vL51DD. Hotel Clerk: Its only $200 dollars, plus a 10% room tax. Would you like a smoking or nonsmoking room? Reply. to change a reservation. Lets go withthe cheaper flight. A: I need a hotel room. I'm John Sandals. B: I'm happy to hear that, sir. GUEST: I'D LIKE TO RESERVE A ROOM FOR TWO PLEASE. Travel Commercial Voice Over Script Example 1: The Center of Travel.com. Virtual Hostess: Thanks Ted, you too and dont hesitate to call if you have any other questions at all. The 21st of May, right? 2 0 obj Could you please tell me your name? B: Each night will be $308. You might notice that in the description above, it still shows callcenterninja.com. In our todays Hotel conversation in English guide, we will share dialogue between guest and receptionist. All we need now is a phone number. What is yourdestination? A: My name is John Sandals. I see. I would like to make reservations, please. Man: Yes, Id like to reserve a room for two on the 21st of March. Client: The Center of Travel.com. 2. Now, Mr. Sandals, about the room, smoking or nonsmoking? B: Okay, sir, let me reserve those dates, there. Hotel Receptionist: What type of room do you like to reserve, mam? Guest: 257 Park Avenue South, New York, NY 10010, USA. is fully booked. Download our free sales script templates and customize them to move leads through your sales process more efficiently. My name is Michelle. Dont worry. This is Capitol Hotels in Washington, D.C. How may I help you? Do you prefer a room with the view of the swimming pool or the hill madam? This is the front desk. By the way, how much is it? Hotel Receptionist: Thank you madam. The hotel stay also includes breakfast. STEP 3 - Ask the customer if there is anything else that they can be helped with. The new website is trainercreative.com but I'm still working on it, whew! Comments, requests, suggestions, drop them in the comments. What did the agent do well in the call? The email is TRobinson@xmailbox.com. Cloudflare Ray ID: 7c0e004e9e22d3f4 B: Hi, Mr. Sandals. This is Capitol Hotels in Washington, D.C. How may I help you? B: The price per night is $308. #CancellationOfReservation #HotelReservation #FrontOfficeOperations A: I need a room for a few days. 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. - Thank you. I plan to be there in April from the 14th to the 17th. First things first, we want to help you get a general idea of how a restaurant answering service works for your establishment. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. endstream endobj 27 0 obj <> endobj 28 0 obj <> endobj 29 0 obj <>stream I can text you our address so that you can easily find us with a Google maps if youd like. B: I hear you, sir. Review the key vocabulary and the sample sentences. :)WATCH THE ENTIRE PLAYLIST HERE: https://www.youtube.com/playlist?list=PLpEXFgzuDIjCoZSWMqX2joP0FDL24h7u6Here are the guide questions (also on pinned comment): 1. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); This site uses Akismet to reduce spam. Hotel Clerk: Oh, sorry. A: I hate cigarettes! 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. Reservations clerk: . B: Very good. Hotel Clerk: Hello. Now, about the bed, is a queen-size okay? READ BELOW. Guest: Its S-T-P-H-A-N-Y and then R-O-S-E. Hotel Receptionist: All right, Ms. Stephany. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. UNINTERRUPTED VERSION OF THIS MOCK CALL: https://www.youtube.com/watch?v=XHvJeSgwii0DO NOT watch this mock call like an outsider. Caller: Alright. (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. A: John Sandals. Steps You Should Follow Step-1: Answer the telephone within 3 rings. A: Definitely nonsmoking. This is Tanya. Calling Diner: Hi Sara, my name is Ted. Virtual Hostess: Thank you, Ted, thats Robinson, R-O-B-I-N-S-O-N. Is that correct? . Now you have been booked, Ms. Jones. The guest wants to reserve room for her husband. Telephone Call Script: Hotel Reservation Cherry: Thank you for calling Hotel Anson. Receptionist: Yes, all hotel guests are allowed access to those facilities. Let me check and see what rooms are available. Im flying to Helsinki, Finland. Travel Agent: Okay. Tanya That's Friday, the 27th? Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. Hotel Clerk: All right. See you again! HOW CAN I HELP YOU? Travel Agent: Okay. The guest wants to reserve room for her husband. Listen to the recording on hotel reservations and read along with the conversation. Oh, and Id like the cheapest flight available. What can we do for you? What can the agent improve on? Diego Guerra says: This is awesome, you are really talented, it is like a real scene. Thank you for doing business with us, Mr. Sandals. Caller: Well. This is a useful text for learning how to make a hotel reservation in English. % Hmmm. Calling Diner: Perfect and thanks for your help. Review the key vocabulary and the sample sentences. Hotel Receptionist: Good Bye, MrsStephany. This form will provide you with the travel details, accommodation information with your . 504K views 1 year ago Mock Call #9: Hotel Reservation. Hotel: At midday, sir. All Rights Reserved. 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. Hmm, hmm . 00:00 00:00 Hotel Clerk: Hello. Sunnyside Inn. A: Right now. 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. 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. Love you! May I have your full name, please? A: Yes, that'll be just fine. How many rooms shall I book for you? 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? Talking over telephone needs skill, knowledge and training. Have a nice day. In fact, our all single rooms are occupied for next 5 days. Calling Diner: Thats doable. Sample Call Center Script: A Hotel Tanya Thank you for calling Lindenwood Hotel. Call us! All rights reserved. Be assured that we will also decorate the room in best possible way. Nonsmoking. your phone number is (718) 204-0341. Hotel Receptionist: I repeat917494-4476. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. U[w[.9{x-sb05xj/6v2v~@l." OCo\=,d{fDJsdLNsaGadFr&y15GRp:tLpv`x_bQ 'btOEJ-'x 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: I have booked you on your flight at a great rate. You then forward your calls to a designated phone number and all of your incoming calls are rerouted to our digital call center. Virtual Hostess: Hi Ted, I am more than happy to answer any questions you may have. Click to reveal That's S A N D A L S. Hotel Receptionist: Sure, madam. B: That'll be nonsmoking. Goal: Get all the important information from the caller. May I know the specific date for the reservation? Cloned 30,075. PS: IMPORTANT! B: Let me repeat that: 626-555-1739. Let me have your address, please? We look forward to seeing you in New York! Guest: Oh both are nice. Is that acceptable, sir? Sunnyside Inn. Mock sales calls should be part of onboarding, training, and continuous development. 0 But I like nature most. B: Thank you, Mr. Sandals. This website is using a security service to protect itself from online attacks. What's the actual price? You can collect your ticket at the airport booking-office number 4. I would like to reserve a room from the 5th of April for 5 days. B: It'll be $308 nightly. Mr. Abrams: My wife and I will be visiting the city, but a room with one bed will be just fine. %%EOF May I help you? B: Most of our clients prefer nonsmoking. You can email the site owner to let them know you were blocked. It is a mid-range hotel. For how long does Mr. Abrams plan on staying at the hotel? We look forward to seeing you then! A: Of course. Nonsmoking. Will that be acceptable to you? Okay, sir, we look forward to seeing you in April! I HAVE A NEW WEBSITE. Background: The receptionist of Hotel XYZ is talking over telephone to a guest regarding a possible room reservation. What time do you close tonight? Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. Step 2: Empathize, apologize or assure (whichever applies). Hotel PQR, Reception. A: Sure, John Sandals. Performance & security by Cloudflare. is hosting a convention. Are these facilities available for all hotel guests? What time should I arrive at the airport? First, are you guys offering any dinner specials this week? Man: Well, how much is the non-smoking room on the 20th? A: I would prefer to return in the afternoon. Now, sir, do you have a preference for smoking or nonsmoking? Listen to the recording on travel arrangements and read along with the conversation. Thank you very much. Your name is Sabrina. Miss Walker: Hi Cherry, this is Ricca Walker of Sakura Financial Life. A: I need to reserve a room. Let me see here. CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE. Receptionist: Good afternoon! Guest: Yes, thats right. It was a pleasure. Mr. Abrams: A single room with no balcony will suit our needs just fine. Let me check and see what rooms are available. Tanya What are the dates you will be visiting with us? Caller's Profile: Female, 20-25 years old, nervous. Hotel Receptionist: How do you spell your name, Ms. Stephany? Receptionist: Sure! Hotel Receptionist: Sure, Madam. STEP 2 - Let the customer know what happens next (and include a timescale - so they can go about planning their busy lives). I'm Michelle, at your service. A: That would be 626-555-1739. Well, let's go with that. B: 626-555-1739. (GEMS)4. 2. Caller: And what are thedepartureand arrival times for each of those flights? Spellman, and your address is 5017 Broadway Woodside, New York (NY), 1137, and. 2. Do you need a room with one bed or two? MOCK CALL PRACTICE VIDEO 5 - This is my fifth mock call interactive session wherein I show a mock call scenario and you, the viewer, will answer some guide questions on the comments below. Would you care for a room with a balcony? Virtual Hostess: It looks like we have an opening. What days do you need that reservation, sir? Alex Okay. Thanks for calling. A: Sure, John Sandals. Our call center agents will be trained on this information in order to properly assist your calling guests. 00:00 00:00 Woman: Hello. We will then help that guest and provide impeccable customer service on your behalf. B: We have new room rates, sir. A: That sounds fine to me. Guest: That is so kind of you. stream Save my name, email, and website in this browser for the next time I comment. Caller: Whoo. Please tell me the days you'll be here. Step-2: Greet the guest properly. A: Please tell me the price, so I can make a decision. Travel Agent: Okay. Hotel Receptionist: May I have your contact number, madam? The caller can't stay on the September long weekend because the hotel. Hotel Receptionist: May I have your name please? Practice the Conversations of This Topic with Mike, HOME Copyright 2023. Can you do me a favor then? 43 0 obj <>stream ---NEED SOME HELP IN GETTING HIRED? Lonnie Yes. Our prices are now slightly higher. B: Hi, Mr. Sandals. Guest: Ok. How may I help you? A: A queen sounds great. I cant guarantee you but I hope you will get single room there. Receptionist: We can handle payment upon your arrival on Friday. Let me check what flights areavailable. I'm Michelle, at your service. What is it? Someone will give you a call momentarily. Do you mind, sir? By the way, how much is it? Calling Diner: Possibly, my wife and I are in town on vacation and are looking at restaurants provided by our hotel. Try to understand this conversation: Guest: "I want to make a reservation" My name is Sara; how may I help you today? Learn how your comment data is processed. Could I have your full name, please? Appointment-setting Sales Script to inquire about available rooms. John says to break up the phone call into four main sections. B: We recently changed many things here, sir, including our prices. Carefully look at their dialogues: Reservation Officer:Good Morning. Their number is 123456789. Mock Call Script Sample/ Call Simulation Sample The 7 Steps of Call Flow Step 1: Open the call (always). Do you prefer a smoking or nonsmoking room? My phone number is 626-555-1739. How did the agent resolve the concern/issue?3. Would you like to make a reservation? A: I have no problem with that. [Okay] And when will you be returning? Discover short videos related to mock call for hotel reservation script exercise on TikTok.