Miss Walker: Hi Cherry, this is Ricca Walker of Sakura Financial Life. Caller: Alright. May I have your name, please? : Good morning sir. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. The complete conversation between the man making the reservation and the hotel receptionist is included. may I help you ? B: That won't be a problem. A: That's a reasonable price. Read the complete Terms of Use for more information. To confirm Ted, I have you booked for 2 at 9:00 pm tonight. Making a Hotel Reservation in English - Dialogue Hotel Reservation Receptionist: Good afternoon! 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. STEP 2 - Let the customer know what happens next (and include a timescale - so they can go about planning their busy lives). Goodbye. Goal: Get all the important information from the caller. Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. Travel Agent: Freedom Travel. Calling Diner: Thats doable. What is your destination? A: Definitely nonsmoking. All we need now is a phone number. Caller's Profile: Female, 20-25 years old, nervous. Mr. Abrams: Thank you! Hotel Clerk: $80 dollars, plus the 10% room tax. But if you don't travel on the coach you should arrive at the airport before 8.30am. Our prices are now slightly higher. Now, sir, do you have a preference for smoking or nonsmoking? Let me check what flights areavailable. John says to break up the phone call into four main sections. The caller can't stay on the September long weekend because the hotel. Could you please tell me your name? Goodbye. Step 3: Confirm the customer's account (if applicable). Reservation Officer: Sure Madam. 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. A: Sure! 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. CALL CENTER MOCK CALLS SCRIPT SAMPLE 2 - EMERGENCY HOTLINE. Hotel Receptionist: Sure, madam. Practice the Conversations of This Topic with Mike, HOME Copyright 2023. This form will provide you with the travel details, accommodation information with your . Do you prefer a smoking or nonsmoking room? Virtual Hostess: Thank you, Ted, thats Robinson, R-O-B-I-N-S-O-N. Is that correct? Nonsmoking. B: Let me repeat that: 626-555-1739. By the way, how much is it? (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. 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. (After few seconds). Alex Thank you. Sunnyside Inn. Now that you have a basic overview of how the answering service works, we want to give you an insider look into a conversation. Be assured that we will also decorate the room in best possible way. Review the key vocabulary and the sample sentences. Oh, and Id like the cheapest flight available. . This is XXX hotel. Mr. Abrams: My wife and I will be visiting the city, but a room with one bed will be just fine. A: Hi there, I want to reserve a hotel room. All rights reserved. A: John Sandals. A: I need a room for a few days. 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. hmo0?nX --mQJnA@PJUlB#L p-4DpI#Ji8 J`yrBnbkK.z4FxfD1y6eNOGtzw}wx. Now, does a queen sound okay? Carefully look at their dialogues: Hotel Receptionist: Good Evening. You can cancel up to five days in advance and we will refund your deposit. Travel Agent: Okay. Can you do me a favor then? 2 0 obj Virtual Hostess: Good evening and thank you for calling Smiths Steak House. Repeat A: Hi there, I want to reserve a hotel room. If necessary, tell them you have to check on some information or confirm a product and have to put them on hold . 0 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. Yes. We look forward to receive you on 4th April. Guest: No sorry. your phone number is (718) 204-0341. Their number is 123456789. After hiring our restaurant answering service, you will be involved in customizing your desired customer service experience. See you again! Virtual Hostess: We most certainly are, Ted. What's the actual price? Man: Oh, thats a little too expensive for me. 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. Please answer all questions about the text: Press Enter or Space to show volume slider. :) Thanks so much for watching. I'm Michelle, at your service. Have a nice day. The action you just performed triggered the security solution. Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. Your reservation is in our computer. I cant guarantee you but I hope you will get single room there. Dont worry. 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. For how long does Mr. Abrams plan on staying at the hotel? STEP 3 - Ask the customer if there is anything else that they can be helped with. 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. endstream endobj startxref 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. Is that okay with you, Mr. Sandals? I would like to make reservations, please. B: Sir, I'm Michelle, and I run the front desk. A: I'm planning to visit New York from Friday, April 14 until Monday, April 17. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. The 21st of May, right? to change a reservation. Performance & security by Cloudflare. Background: The receptionist of Hotel XYZ is talking over telephone to a guest regarding a possible room reservation. 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 Voice Age: Young Adult. May I help you? Steps You Should Follow Step-1: Answer the telephone within 3 rings. Step-2: Greet the guest properly. Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport. Also, there is internet available in the lobby 24 hours a day. is hosting a convention. It looks like we have several rooms available. B: I'm happy to hear that, sir. MOCK CALL PRACTICE: Hotel Reservation | Interactive Session 5. . B: Hello, Mr. Sandals. My name is Michelle. A: That would be 626-555-1739. A: Right now. A: I'd like to reserve a hotel room. Carefully look at their dialogues: Reservation Officer:Good Morning. 00:00 00:00 Hotel Clerk: Hello. Do you need our services? 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. Now, is a queen-size bed okay? Do you prefer a room with the view of the swimming pool or the hill madam? B: It's a pleasure, Mr. Sandals. STEP 1 - Briefly summarise what has been accomplished on the call. FB PAGE: http://fb.com/reaninjaFB GROUP: http://bit.ly/CCN-FB-Group-NewbiesMY PERSONAL CHANNELS: VLOG: http://youtube.com/ReaAlducente07INSTAGRAM: http://instagram.com/reagenes---MUSIC: https://www.soundcloud.com/iksonhttps://www.bensound.comIf you like this kind of content, please consider subscribing to my YouTube channel and sharing it with people you think can benefit. May I help you? A: Certainly. Guest: Can you give me name and phone number of a mid-range hotel where I may get single room on that day? "Good Morning, Front Desk. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. Virtual Hostess: And do you have an email address or cell phone number I can send the confirmation to? Learn how your comment data is processed. Let's go with the cheaper flight. Calling Diner: Oh wow, that would be great. 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. Tanya What are the dates you will be visiting with us? document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); This site uses Akismet to reduce spam. B: That's no problem at all. This week the chef has a three-course special on the menu. Do you have a cheaper room available either on the 20th or the 22nd? Hotel Clerk: All right. This is an example of telephone conversation in front office. We hope that this insider information andcall center script exampleshowcases the virtual services we can bring to your restaurant. A: That price is perfectly acceptable. 2. Caller: Well. If a waiter or line cook is unable to work their scheduled shift, they can call into this staff hotline day or night. There are many points you need to understand while taking reservation. If there is an emergency situation, we can transfer calls from your FOH or BOH staff to emergency service technicians and handle conference calls. Also, do you have a dress code? 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 . Receptionist: We can handle payment upon your arrival on Friday. You have entered an incorrect email address! "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. A phone call to reserve a hotel room in English. 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? 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. Hotel Receptionist: I repeat917494-4476. Your IP: Yes, but you will have to confirm this reservation at least two hours before departure time. Gender: Male or Female. Diego Guerra says: This is awesome, you are really talented, it is like a real scene. Mr. Abrams: Okay, thats fine. Let me check and see what rooms are available. If you provide us a list of your backup staff, we can then initiate the phone tree to find a replacement for that shift. Please answer the following questions of understanding: What is the name of the hotel where Mr. Abrams plans on staying? Situation: The caller heard some gun shots, and saw people running from his neighbor's house. Your room tariff will be US $90 per night including taxes with the complementary breakfast at our ABC (Name of the restaurant) restaurant. Thank you for flying with us at Net Jet. scheduled tomorrow, December 28, 2021 at 7:00 AM was cancelled. Now you have been booked, Ms. Jones. 2. RA: Certainly ma'am, May I first know your name ma'am and where you are calling from? I am Taylor Isabel. %PDF-1.5 % Our call center agents will be trained on this information in order to properly assist your calling guests. If you're the agent, what will you do differently? B: The price will be $308 a night. Mock sales calls should be part of onboarding, training, and continuous development. But yes we can provide you our suitrooms. May I ask you for a special favor? Whenever a guest calls your restaurant, your new virtual hostess team will answer their call according to your exact specifications. Salespeople (especially outbound sales) will always make phone calls, so it's important to keep this skill sharp. B: Okay, Mr. Sandals. Hotel Clerk: How do you spell your last name, Mr. Maexner? B: Next question: Is a queen-size bed okay? %%EOF This allows your new virtual hostess team to book and handle reservations in real-time. Dear Readers, this is just a sample conversation. 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. Do you need a room with one bed or two? Thank you so much for choosing our hotel, sir! Calling Diner: Possibly, my wife and I are in town on vacation and are looking at restaurants provided by our hotel. is closed for the season. 54.36.126.202 Our Non English speaking hotel and restaurant workers really like our Hotel English Dialogue series. A: My plans are to be there April 14th to the 17th. . B: Would you prefer to leave from Los Angeles or Burbank Airport? Would you care for a room with a balcony? Here is a brief overview of how we receive calls on your restaurants behalf. The call should look something like this: Introduction (5%): Answer the phone in a professional manner. B: No problem at all. This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. Im flying to Helsinki, Finland. Mock Call Script Sample/ Call Simulation Sample The 7 Steps of Call Flow Step 1: Open the call (always). Do you have any vacancies? That's not bad. Please note the number. Well, lets go with that. Calling Diner: Hi Sara, my name is Ted. What can we do for you? A: It's 626-555-1739. Travel Agent: Sure, no problem. Here are some closing phrases we recommend if the call ends with a successful resolution, a frustrated customer, or an unresolved issue. B: Fantastic! You might notice that in the description above, it still shows callcenterninja.com. THIS IS NIA SPEAKING. 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 have no problem with that. Receptionist: Good afternoon! Caller: Whoo. 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. Do you mind, sir? Successful resolution Thank you again for calling [Company Name]. Travel Agent: Okay. is fully booked. I hope you and your wife enjoy dinner tonight and have a wonderful time for the remainder of your vacation. Hotel Receptionist: May I have your name please? Guest: Ok. But unfortunately the hotel is fully occupied and no room is available. A: I would prefer to return in the afternoon. Review the key vocabulary and the sample sentences. Guest: Actually 5th April is my husbands birthday. Here are your tickets. Hotel Receptionist: Sure madam. Your reservation is all set except for your phone number. Spellman, and your address is 5017 Broadway Woodside, New York (NY), 1137, and. B: I hear you, sir. Keep the Caller on the line while the authorities try to reach the location. A: No problem. B: Each night will be $308. Well, let's go with that. Travel Agent: Okay. Have a pleasant day. This is Cherry speaking, how may I help you today? GUEST: I'D LIKE TO RESERVE A ROOM FOR TWO PLEASE. Review the key vocabulary and the sample sentences. Am I right? Right? I thought it's a great preparation for you! I HAVE A NEW WEBSITE. My phone number is 626-555-1739. Bill Thank you. 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. stream to inquire about available rooms. What did the agent do well in the call? Hotel Receptionist: Certainly mam. Reservation Officer: Its my pleaser madam. f&!bLEL `'E9xq And could I have your name please? Virtual Hostess: Our dining room dress code is smart casual. B: The price per night is $308. I did notice on your website that you have a pool and an exercise room. You then forward your calls to a designated phone number and all of your incoming calls are rerouted to our digital call center. 00:00 00:00 Woman: Hello. All Rights Reserved. The guest wants to reserve room for her husband. It's nice to hear from you again. For more information on Specialty Answering Service, including additional sample scripts, visit us at: www.specialtyansweringservice.net It's area code 626-555-1739. Your name is Sabrina. 26 0 obj <> endobj Suit rooms will be too expensive for me. Now, Mr. Sandals, about the room, smoking or nonsmoking? Hotel Receptionist: Sure, Madam. Randall Davis. %PDF-1.4 A: A queen sounds great. (GEMS)4. What time do you close tonight? I would like to book a room for next week. 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 bellboy will bring your bags up shortly. xXK6W^)"`u =l@EOimy,Y Zk873/ _h>in/o{kZho~nM_Z~ &=>^d1{g -*j6@H!OqQO 7Xzt`"& ;;v's6\fu82, B: Nonsmoking. Has been out of service for more than a week. Thanks for calling. November 25, 2019 at 8:18 pm . Guest: Yes, thats right. Love you! The reservation includes only breakfast Hotel Reservation Dialogues These are two Hotel Reservation dialogues that can help you create your own. Thanks. Tanya And how long will you be staying with us? B: It'll be $308 nightly. Job description: The Center of Travel dot com is a travel site that prides itself on providing a one-stop-shop for travel needs. hbbd``b`$c`~" $ZR #JbF u Cloudflare Ray ID: 7c0e004e9e22d3f4 How did the agent resolve the concern/issue?3. Hotel Clerk: Okay. We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. A: It depends on the price, of course. Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Do you find that acceptable, sir? https://esllab.b-cdn.net/audio/mp3/hotel1.mp3.
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