A: Of course! endstream endobj startxref Your room tariff will be US $90 per night including taxes with the complementary breakfast at our ABC (Name of the restaurant) restaurant. CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE. MOCK CALL PRACTICE VIDEO 5 - This is my fifth mock call interactive session wherein I show a mock call scenario and you, the viewer, will answer some guide questions on the comments below. Has been out of service for more than a week. Travel Agent: Okay. It will be our pleaser to provide you with the complimentary flower bouquet for the occasion. Guest: Can you give me name and phone number of a mid-range hotel where I may get single room on that day? Would you like me to book a reservation for you and your party for a specific time? Virtual Hostess: Thanks Ted, you too and dont hesitate to call if you have any other questions at all. Virtual Hostess: Thank you, Ted. I thought it's a great preparation for you! 00:00 00:00 Hotel Clerk: Hello. HANDLING RESERVATION CALL | HOTEL RESERVATION - YouTube 0:00 / 4:06 HANDLING RESERVATION CALL | HOTEL RESERVATION 5,027 views Dec 15, 2020 67 Dislike Share Save maricrisvm 806. This is Capitol Hotels in Washington, D.C. How may I help you? What time are both check-in and check-out? Could you please tell me your name? Now, Mr. Sandals, about the room, smoking or nonsmoking? Thats flight 1070 from Salt Lake City to New York, Kennedy Airport,transferringto flight 90 from Kennedy to Helsinki. We ask that you refrain from wearing flip flops, ball caps and tank tops. Hotel Receptionist: May I have your name please? Receptionist: Enjoy the rest of your week! https://esllab.b-cdn.net/audio/mp3/flight.mp3. Guest: No sorry. To confirm Ted, I have you booked for 2 at 9:00 pm tonight. N4dq6FVni8E1^ms[B3O8tXw@'FZM/$vL51DD. My name is John Sandals. Virtual Hostess: And do you have an email address or cell phone number I can send the confirmation to? I would like to reserve a room from the 5th of April for 5 days. Step 2: Empathize, apologize or assure (whichever applies). ---NEED SOME HELP IN GETTING HIRED? A: Certainly. Caller's Profile: Female, 20-25 years old, nervous. 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. In fact, our all single rooms are occupied for next 5 days. 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. It is a mid-range hotel. 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. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. 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. The complete conversation between the man making the reservation and the hotel receptionist is included. endstream endobj 27 0 obj <> endobj 28 0 obj <> endobj 29 0 obj <>stream What was the customer's concern? What can we do for you? AGENT: ALRIGHT! Let me see. 2. Below is acall center script exampleshowcasing some of the services we can provide to your restaurant. And the view of the city is great, too. First things first, we want to help you get a general idea of how a restaurant answering service works for your establishment. RA: Certainly ma'am, May I first know your name ma'am and where you are calling from? Thank you so much. Hotel Clerk: Well, would you like a smoking or a non-smoking room? Hotel Reservation Dialogue #1 R: Good morning. Also, there is internet available in the lobby 24 hours a day. Do you mind, sir? Alex Thank you. A: I'll be there in April: Friday through Monday, the 14th through the 17th. Hotel Clerk: $80 dollars, plus the 10% room tax. Hotel Clerk: Okay, we do have a few rooms available on the 20th; were full on the 22nd, unless you want a smoking room. Could you tell me when you need the room? Hotel: At midday, sir. B: Thank you, Mr. Sandals. Goodbye. Keep the Caller on the line while the authorities try to reach the location. 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. Calling Diner: Wow, that sounds incredible. Your reservation is all set except for your phone number. 43 0 obj <>stream A: Certainly. Discover short videos related to mock call for hotel reservation script exercise on TikTok. 2017-2023 Lingua.com. Kindly email me so that I can help you right away: reagene.biz@gmail.com THANK YOU!! I have a few questions I hope you can help me with. Goodbye. AGENT: THANK YOU! Read the complete Terms of Use for more information. But yes we can provide you our suitrooms. #CancellationOfReservation #HotelReservation #FrontOfficeOperations Step 3: Confirm the customer's account (if applicable). What kind of room does Mr. Abrams request to stay in? THIS IS NIA SPEAKING. There are many points you need to understand while taking reservation. TMP HOTEL ROOM RESERVATION. I'd like to make a reservation for this weekend. Receptionist: We can handle payment upon your arrival on Friday. B: Hi, Mr. Sandals. Mr. Abrams: Hi, Id like to schedule a reservation for this upcoming weekend from Friday night until Sunday. Would you prefer smoking or nonsmoking? B: Okay, sir, let me reserve those dates, there. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. A: I need to reserve a room. Hotel XYZ (Name of the Hotel), Reception. MAY I KNOW WHOSE ON THE LINE? The guest wants to reserve room for her husband. Your reservation is confirmed. to report a cancellation. Nonsmoking. This is the front desk. : Good morning sir. Background: The receptionist of Hotel XYZ is talking over telephone to a guest regarding a possible room reservation. What is your destination? 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. Mr. Abrams: Hi, I'd like to schedule a reservation for this upcoming weekend from Friday night until Sunday. Are these facilities available for all hotel guests? My name is Michelle. B: Great, Mr. Sandals. B: 626-555-1739. 2 0 obj Could I have your name, please? Man: Yes, Id like to reserve a room for two on the 21st of March. We look forward to seeing you! . GUEST: I'D LIKE TO RESERVE A ROOM FOR TWO PLEASE. Save my name, email, and website in this browser for the next time I comment. stream Just give me a minute, let me check. The guest wants to reserve room for her husband. hbbd``b`$c`~" $ZR #JbF u The 21st of May, right? And could I have your name please? You can cancel up to five days in advance and we will refund your deposit. I cant guarantee you but I hope you will get single room there. Virtual Hostess: Thank you, Ted, thats Robinson, R-O-B-I-N-S-O-N. Is that correct? A: No problem. A: Of course. Hotel Receptionist: So, a double room is booked for you MS. Stephany Rose from 5th April for 5 days with the hill view. Guest: Ok, thanks. Im flying to Helsinki, Finland. - You'll have to be at West London Air Terminal by 6.00 am at the latest. We hope that this insider information andcall center script exampleshowcases the virtual services we can bring to your restaurant. Be assured that we will also decorate the room in best possible way. - Thank you. Listen to the recording on travel arrangements and read along with the conversation. I would like to make reservations, please. Lonnie This Friday. 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 Hold on for few seconds. B: Hello, Mr. Sandals. Your flight under American Airlines that was. READ BELOW. Hotel Clerk: Okay. 2. Am I right? The hotel stay also includes breakfast. I'm John Sandals. Repeat as necessary. B: No problem at all. Goodbye. ),} +C\MCs. 2. Virtual Hostess: Good evening and thank you for calling Smiths Steak House. "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. Hotel Clerk: Well, we have onesuiteavailable, complete with akitchenetteand a sauna bath. The action you just performed triggered the security solution. Now you have been booked, Ms. Jones. Client: The Center of Travel.com. All we need now is a phone number. You can collect your ticket at the airport booking-office number 4. Reply. B: Our room rates recently went up. Receptionist: Check-in for you on Friday can be any time after 3:00 p.m. Check-out will be on Sunday before noon. Here we will share 2 real life scenario. What did the agent do well in the call? Guest: 257 Park Avenue South, New York, NY 10010, USA. Guest: That is so kind of you. All rights reserved. Thanks for calling. %PDF-1.4 Information gathering (45%): Learn about the customer, their group, and the kind of experience they want to have together. STEP 3 - Ask the customer if there is anything else that they can be helped with. November 25, 2019 at 8:18 pm . B: I hear you, sir. B: Perhaps you didn't know that we have new room rates. Hotel Receptionist: How do you spell your name, Ms. Stephany? November 25, 2019 at 8:18 pm . Virtual Hostess: Hi Ted, I am more than happy to answer any questions you may have. Mr. Abrams: Thank you! Travel Commercial Voice Over Script Example 1: The Center of Travel.com. AU2(^Hx oI]$T A: It depends on the price, of course. Here are eight best practices for providing great customer experiences. Do you have any vacancies? 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. Sunnyside Inn. Oh, and Id like the cheapest flight available. Guest: Ok, and what time is check-out? If you provide us a list of your backup staff, we can then initiate the phone tree to find a replacement for that shift. We look forward to seeing you in New York! Spellman, and your address is 5017 Broadway Woodside, New York (NY), 1137, and. B: Good! Caller: Well. B: Each night will be $308. https://esllab.b-cdn.net/audio/mp3/hotel1.mp3. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); This site uses Akismet to reduce spam. me to have a short recap of what we have discussed today. Thank you for doing business with us, Mr. Sandals. Now, do you approve of a single queen-size bed? Guest: Yes, thats right. How may I help you? Copyright @ 1998-2023. It looks like we have several rooms available. Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. Is it ok? By the way, how much is it? Let's go with the cheaper flight. <> And, uh, Id like to request avegetarianmeal. I see we have some availability. Well, let's go with that. Reservations clerk: . A: How much per night are we talking about? A: That's a reasonable price. [Okay] And when will you be returning? Hotel Receptionist: Sure, madam. 8. Please tell me the days you'll be here. Well, lets go with that. The flight leaves at 16:45, and your arrival in Sydney will be at 9:25 a.m., local time. B: That's no problem at all. I'm Michelle, at your service. Do you find that acceptable, sir? Now, does a queen sound okay? 3. to inquire about available rooms. I can text you our address so that you can easily find us with a Google maps if youd like. Could I have your full name, please? 54.36.126.202 Mock sales calls should be part of onboarding, training, and continuous development. Receptionist: Sure! U[w[.9{x-sb05xj/6v2v~@l." OCo\=,d{fDJsdLNsaGadFr&y15GRp:tLpv`x_bQ 'btOEJ-'x Hotel: Should you have any questions or requests, please dial 'O' from your room. Would you like to make a reservation? B: It'll be $308 nightly. Carefully look at their dialogues: Hotel Receptionist: Good Evening. Travel Agent: Sure, no problem. B: Great! Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. A: $308! 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. Travel Agent: It's only $980. Bill Thank you. It's area code 626-555-1739. Calling Diner: No Sara, youve been great. Check your understanding by answering the questions about the text. This is Capitol Hotels in Washington, D.C. How may I help you? Virtual Hostess: It has been my pleasure. Your reservation is now verified, so all I need is your phone number. A: My plans are to be there April 14th to the 17th. Bill Oh excellent. Now, is a queen-size bed okay? 2. Caller: Yeah? Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. 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? FILE TO DOWNLOAD OR INTEGRATE Outbound Sales Call Script Templates Download as PDF Download as Word Doc Download as Google Doc 1. Salespeople (especially outbound sales) will always make phone calls, so it's important to keep this skill sharp. I see. Please tell me how can we help you. Lonnie Yes. Learn how your comment data is processed. Step 4: Probe/ ask relevant question/s (if applicable). 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. Job description: The Center of Travel dot com is a travel site that prides itself on providing a one-stop-shop for travel needs. Virtual Hostess: We most certainly are, Ted. B: That should be no problem. The coach leaves for the airport at 6.15 am. Step-2: Greet the guest properly. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. Will that be acceptable to you? Guest: Well, a double-bedded room with AC and other facilities at least. Copyright @ 1998-2023. All Rights Reserved. Guest: Good Morning. Can you do me a favor then? B: That's 626-555-1739. A: Please tell me the price, so I can make a decision. B: Hi, sir. HOTEL RESERVATION MOCK CALL SCRIPT (TMP2) AGENT: GOOD MORNING! 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. Calling Diner: Hi Sara, my name is Ted. A: Nonsmoking, please. Reservation Officer: I can understand your urgency madam but I am very sorry. A: That'll be no problem. Now, sir, do you have a preference for smoking or nonsmoking? Do you have a cheaper room available either on the 20th or the 22nd? Do you prefer a smoking or nonsmoking room? May I have your name, please? My phone number is 626-555-1739. Let me check what flights areavailable. Whether you own or manage a hotel, motel, or hostel, streamline your booking process with our free Hotel Reservation Form template. Caller: Whoo. A: I have no problem with that. Try to understand this conversation: Guest: "I want to make a reservation" Would you like a smoking or nonsmoking room? B: Next question: Is a queen-size bed okay? May I help you? Randall Davis. That's not bad. B: Hi, Mr. Sandals. Their number is 123456789. My name is Sara; how may I help you today? Now that you have a basic overview of how the answering service works, we want to give you an insider look into a conversation. Mary Jones: . We look forward to receive you on 4th April. This allows your new virtual hostess team to book and handle reservations in real-time. Lets go withthe cheaper flight. This is an example of telephone conversation in front office. Now, if you'll just tell me your phone number. May I help you? A: My name is John Sandals. B: Not a problem. Goal: Get all the important information from the caller. Reservation Officer: Sure Madam. In our todays Hotel conversation in English guide, we will share dialogue between guest and receptionist. The reservation includes only breakfast Hotel Reservation Dialogues These are two Hotel Reservation dialogues that can help you create your own. B: I'm happy to hear that, sir. Are you within walking distance from the Hilton on I-Drive? Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport. Situation: The caller heard some gun shots, and saw people running from his neighbor's house. Knowledge Base/ Mock Call Scenario Hotel Reservation The hotel is a 5 minute drive to the CCV Mall and Souvenirs. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Hmmm. Reply. Hotel Clerk: Oh, sorry. PS: IMPORTANT! Do you need a room with one bed or two? Successful resolution Thank you again for calling [Company Name]. Ted, may I have your last name to book the reservation? But unfortunately the hotel is fully occupied and no room is available. What days will you need a room? :)WATCH THE ENTIRE PLAYLIST HERE: https://www.youtube.com/playlist?list=PLpEXFgzuDIjCoZSWMqX2joP0FDL24h7u6Here are the guide questions (also on pinned comment): 1. B: Wonderful! 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. Will that be OK? GUEST: I AM CHRISTIAN LABONETE. Lonnie Yes, I would. I made this \"interactive\" so that I'm not the only one talking about the topic. How much is a room? Receptionist: I am glad that I could help you today. Also, do you have a dress code? We dont have any single room vacant at that moment. Hotel Receptionist: Good Bye, MrsStephany. Purchase my ebook: How to Answer Call Center Interview Questions: With Sample Answers + Insider Tips EMAIL ME TO PURCHASE: reagene.biz@gmail.com---LET'S KEEP IN TOUCH! Customer Service Call Scripts for Handling Several Customers at the Same Time. Hotel Receptionist: You are most welcome, madam. 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. How can I help you? My name is Michelle. Diego Guerra says: This is awesome, you are really talented, it is like a real scene. Your name is Sabrina. your phone number is (718) 204-0341. Tanya And how long will you be staying with us? John says to break up the phone call into four main sections. Lonnie 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. Hotel XYZ (Name of the Hotel), Reception. Let me see here. MOCK CALL PRACTICE: Hotel Reservation | Interactive Session 5. . Dear Readers, this is just a sample conversation. All of the following are amenities the hotel offers its guests except: At what time can Mr. Abrams check into the hotel on Friday? May I know the specific date for the reservation? What time do you close tonight? A: I will be traveling to Aspen, Colorado. How did the agent resolve the concern/issue?3. 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. Travel Agent: Okay. Calling Diner: Oh wow, that would be great. Receptionist: Good afternoon! Hotel Receptionist: May I have your contact number, madam? :) Thanks so much for watching. Calling Diner: Perfect and thanks for your help. If you're the agent, what will you do differently? ezekiel mae says: Do you have mock call for retail services. "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. Right? is fully booked. HANDLING RESERVATION CALL | LPU-Batangas | SydneyVB_ MOCK CALL PRACTICE: Basic Browser Troubleshooting | Interactive Session. Here are your tickets. An item isn't available A: I need a hotel room. B: The price per night is $308. Telephone Call Script: Hotel Reservation Cherry: Thank you for calling Hotel Anson. % What is yourdestination? Hmm, hmm . A: That sounds fine. The call should look something like this: Introduction (5%): Answer the phone in a professional manner. Comments, requests, suggestions, drop them in the comments. Do you prefer a room with the view of the swimming pool or the hill madam? For how long does Mr. Abrams plan on staying at the hotel? Focus on One Sales Strategy at a Time to Prevent Overwhelming Sales Reps Caller: Uh, well, Id like tocatcha return flight on the twenty-ninth. B: Would you prefer to leave from Los Angeles or Burbank Airport? Thanks. May I have your full name, please? How many rooms shall I book for you? A: Sure, John Sandals. So, we again recommend you to read these guides: Click Here to Watch Our Free Video onHotel Room Reservation Dialogues between Front Office Agent or Receptionist and Guest Practical Conversation, I love this, thank you very much for this is a very good work.. We are really grateful for your help, We are very happy to know that you find this helpful. Have a wonderful rest of your day! You can email the site owner to let them know you were blocked. is closed for the season. Hotel PQR, Reception. B: That'll be nonsmoking. A: I hate cigarettes! I did notice on your website that you have a pool and an exercise room. The caller can't stay on the September long weekend because the hotel. hb```f``R@( ?000I6w4Tt0Ut4wt F fbNYM@[v?$g#( a`rP @L |F1 D Cherry: Hello, Miss Walker. May I help you? This week the chef has a three-course special on the menu. 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 Guest: Its S-T-P-H-A-N-Y and then R-O-S-E. Hotel Receptionist: All right, Ms. Stephany. A: Friday afternoon, April 14 through Monday morning, April 17. %PDF-1.5 % Placing the emphasis on the customer's needs over your own situation ("I don't know," "I'm new here," etc.) Calling Diner: Email would be best; it gets sent to my cell. Sample Call Center Script: A Hotel Tanya Thank you for calling Lindenwood Hotel. We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. Could I have your full name, please? may I help you ? 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 . Let me check our computer here for a moment. Review the key vocabulary and the sample sentences. Travel Agent: Okay. Love you! Sunnyside Inn. 0 Randall Davis. Talking over telephone needs skill, knowledge and training. Please note the number. UNINTERRUPTED VERSION OF THIS MOCK CALL: https://www.youtube.com/watch?v=XHvJeSgwii0DO NOT watch this mock call like an outsider. Hotel Receptionist: Thank you madam. A: That sounds fine to me. B: We recently changed many things here, sir, including our prices. A: John Sandals. 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 B: No problem at all. I can't handle that smell. 504K views 1 year ago Mock Call #9: Hotel Reservation. All we need now is a phone number. Here is a brief overview of how we receive calls on your restaurants behalf. A: Certainly. I have also included the product knowledge so you can train yourself to think like a call center agent. I'm Michelle, at your service. Receptionist: Sure! I hope you and your wife enjoy dinner tonight and have a wonderful time for the remainder of your vacation. By the way, how much is it? Read the complete Terms of Use for more information. (GEMS)4. Caller: And what are thedepartureand arrival times for each of those flights? Use Up/Down Arrow keys to increase or decrease volume. Reservation Officer: Its my pleaser madam. That's S A N D A L S. The new website is trainercreative.com but I'm still working on it, whew! Nonsmoking. 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 have your address, please? Agent: Okay Mr. Torres, your reservation code is R143.
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