I'm Michelle, at your service. MAY I KNOW WHOSE ON THE LINE? What did the agent do well in the call? Your IP: N4dq6FVni8E1^ms[B3O8tXw@'FZM/$vL51DD. B: We recently changed many things here, sir, including our prices. We will then help that guest and provide impeccable customer service on your behalf. November 25, 2019 at 8:18 pm . Hotel XYZ (Name of the Hotel), Reception. The IIPS Framework. 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. If a waiter or line cook is unable to work their scheduled shift, they can call into this staff hotline day or night. Review the key vocabulary and the sample sentences. My name is Sara; how may I help you today? All we need now is a phone number. That's S A N D A L S. All rights reserved. Guest: Oh both are nice. The call should look something like this: Introduction (5%): Answer the phone in a professional manner. Reservation Officer: Sure madam. Travel Agent: Okay. Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. This is a useful text for learning how to make a hotel reservation in English. Here we will share 2 real life scenario. May I help you? This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. B: That won't be a problem. Do you mind, sir? Okay, sir, we look forward to seeing you in April! A: I hate cigarettes! is fully booked. Customer Service Call Scripts for Handling Several Customers at the Same Time. Goodbye. %%EOF 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. Would you care for a room with a balcony? Would you prefer smoking or nonsmoking? Virtual Hostess: Our dining room dress code is smart casual. Suit rooms will be too expensive for me. And, uh, Id like to request avegetarianmeal. Do you need our services? Could you please tell me your name? I urgently need a single room for 1st January. B: Nonsmoking. Be assured that we will also decorate the room in best possible way. Guest: That is so kind of you. Mr. Abrams: Thank you! The coach leaves for the airport at 6.15 am. Guest: Well, a double-bedded room with AC and other facilities at least. Hotel Receptionist: I repeat917494-4476. John says to break up the phone call into four main sections. 2. THIS IS NIA SPEAKING. Calling Diner: Hi Sara, my name is Ted. Kindly email me so that I can help you right away: reagene.biz@gmail.com THANK YOU!! Review the key vocabulary and the sample sentences. Mock sales calls should be part of onboarding, training, and continuous development. A: That'll be no problem. Caller: Alright. Thanks for calling. Hotel Receptionist: Certainly mam. [Okay] And when will you be returning? 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. Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. Can you do me a favor then? The reservation includes only breakfast Hotel Reservation Dialogues These are two Hotel Reservation dialogues that can help you create your own. Hotel Receptionist: How do you spell your name, Ms. Stephany? Thank you so much for choosing our hotel, sir! Well, let's go with that. It's nice to hear from you again. HOW CAN I HELP YOU? Calling Diner: Oh wow, that would be great. B: 626-555-1739. Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? Mr. Abrams: A single room with no balcony will suit our needs just fine. Hotel Receptionist: Good Bye, MrsStephany. I'd like to make a reservation for this weekend. 54.36.126.202 Man: Oh, thats a little too expensive for me. What was the customer's concern? ---NEED SOME HELP IN GETTING HIRED? A: That sounds fine. G: Hello Good Morning Zerah, I would like to reserve a room please. Receptionist: Sure! B: Hi, Mr. Sandals. B: Sir, I'm Michelle, and I run the front desk. Explore the latest videos from hashtags: # . Guest: Good Morning. Thank you for flying with us at Net Jet. This is Capitol Hotels in Washington, D.C. How may I help you? A: Sure, John Sandals. Randall Davis. xXK6W^)"`u =l@EOimy,Y Zk873/ _h>in/o{kZho~nM_Z~ &=>^d1{g -*j6@H!OqQO 7Xzt`"& ;;v's6\fu82, What time do you close tonight? Reservations clerk: . Spellman, and your address is 5017 Broadway Woodside, New York (NY), 1137, and. And could I have your name please? 0 Travel Agent: It's only $980. The action you just performed triggered the security solution. Hotel Receptionist: Sure, Madam. What time should I arrive at the airport? Your reservation is in our computer. Step 2: Empathize, apologize or assure (whichever applies). to inquire about available rooms. Calling Diner: Thats doable. hmo0?nX --mQJnA@PJUlB#L p-4DpI#Ji8 J`yrBnbkK.z4FxfD1y6eNOGtzw}wx. Tanya What are the dates you will be visiting with us? U[w[.9{x-sb05xj/6v2v~@l." OCo\=,d{fDJsdLNsaGadFr&y15GRp:tLpv`x_bQ 'btOEJ-'x ezekiel mae says: Do you have mock call for retail services. Virtual Hostess: Good evening and thank you for calling Smiths Steak House. Is it ok? What can the agent improve on? Nonsmoking. Calling Diner: Perfect and thanks for your help. B: Thank you, Mr. Sandals. Practice the Conversations of This Topic with Mike, HOME Copyright 2023. 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. B: Our room rates recently went up. Receptionist: I am glad that I could help you today. Guest: Ok, and what time is check-out? Here at A Courteous Communications we offer affordable rates with no long-term commitment required. stream Mock Call Script with Call Flow Guide: Hotel Booking Part 2 Kwestyon 397K subscribers Subscribe 16K Share 546K views 2 years ago Mock Calls with Call Flow Guide This is a booking. I'm Michelle, at your service. Lonnie Yes, I would. Hotel Receptionist: Thank you madam. 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. Click to reveal Caller: Yes, Id like to make a flight reservation for the twenty-third of this month. Please note the number. You might notice that in the description above, it still shows callcenterninja.com. STEP 2 - Let the customer know what happens next (and include a timescale - so they can go about planning their busy lives). Below is acall center script exampleshowcasing some of the services we can provide to your restaurant. Miss Walker: Hi Cherry, this is Ricca Walker of Sakura Financial Life. B: I hear you, sir. May I know the specific date for the reservation? 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 But unfortunately the hotel is fully occupied and no room is available. Save my name, email, and website in this browser for the next time I comment. Carefully look at their dialogues: Hotel Receptionist: Good Evening. Voice Age: Young Adult. I am Taylor Isabel. A: Sure! (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. Step 3: Confirm the customer's account (if applicable). A: I'll be there in April: Friday through Monday, the 14th through the 17th. B: Thank you, Mr. Sandals. Tanya And how long will you be staying with us? STEP 3 - Ask the customer if there is anything else that they can be helped with. Hotel Receptionist: Sure, madam. 504K views 1 year ago Mock Call #9: Hotel Reservation. Your reservation is all set except for your phone number. Your name is Sabrina. Repeat as necessary. Client: The Center of Travel.com. I can't handle that smell. What is yourdestination? 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? 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 your destination? Step-2: Greet the guest properly. 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. You can cancel up to five days in advance and we will refund your deposit. me to have a short recap of what we have discussed today. . I cant guarantee you but I hope you will get single room there. Has been out of service for more than a week. Comments, requests, suggestions, drop them in the comments. Mr. Abrams: Hi, I'd like to schedule a reservation for this upcoming weekend from Friday night until Sunday. A: Possibly. A: My plans are to be there April 14th to the 17th. How much is a room? Mr. Abrams: Okay, thats fine. Well, lets go with that. Reservation Officer: I can understand your urgency madam but I am very sorry. - Thank you. Caller: And what are thedepartureand arrival times for each of those flights? Review the key vocabulary and the sample sentences. By the way, how much is it? We look forward to seeing you in New York! Carefully look at their dialogues: Reservation Officer:Good Morning. 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 Will that be acceptable to you? Try to understand this conversation: Guest: "I want to make a reservation" I also want to hear your input about the call and to help you learn to evaluate and assess calls. A bellboy will bring your bags up shortly. STEP 4 - Finish with a courteous call-closing statement. GUEST: I AM CHRISTIAN LABONETE. It will be our pleaser to provide you with the complimentary flower bouquet for the occasion. FILE TO DOWNLOAD OR INTEGRATE Outbound Sales Call Script Templates Download as PDF Download as Word Doc Download as Google Doc 1. Guest: Actually 5th April is my husbands birthday. Caller: Uh, well, Id like tocatcha return flight on the twenty-ninth. 26 0 obj <> endobj STEP 1 - Briefly summarise what has been accomplished on the call. Receptionist: Good afternoon! A: Certainly. A: Nonsmoking, definitely! Reply. Let me check what flights areavailable. 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. Are these facilities available for all hotel guests? This week the chef has a three-course special on the menu. B: One minor problem, sir. Lets go withthe cheaper flight. 2 0 obj What is it? Would you like me to book a reservation for you and your party for a specific time? Carefully look at their dialogues: Hotel Receptionist: Good Evening. 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: That sounds fine to me. First things first, we want to help you get a general idea of how a restaurant answering service works for your establishment. Sunnyside Inn. Right? This website is using a security service to protect itself from online attacks. 43 0 obj <>stream Placing the emphasis on the customer's needs over your own situation ("I don't know," "I'm new here," etc.) UNINTERRUPTED VERSION OF THIS MOCK CALL: https://www.youtube.com/watch?v=XHvJeSgwii0DO NOT watch this mock call like an outsider. Your room tariff will be US $90 per night including taxes with the complementary breakfast at our ABC (Name of the restaurant) restaurant. Read the complete Terms of Use for more information. Hotel Clerk: All right. A: I need to reserve a room. Lonnie If there is an emergency situation, we can transfer calls from your FOH or BOH staff to emergency service technicians and handle conference calls. Call us! I will also be sure to include our address so you can find us easily. to report a cancellation. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. In our todays Hotel conversation in English guide, we will share dialogue between guest and receptionist. For how long does Mr. Abrams plan on staying at the hotel? Also, there is internet available in the lobby 24 hours a day. Let me see. All Rights Reserved. Virtual Hostess: Thank you, Ted, thats Robinson, R-O-B-I-N-S-O-N. Is that correct? Tess, speaking, How can I help you? B: Wonderful! Guest: Ok, thanks. Let me check our computer here for a moment. Guest: Its S-T-P-H-A-N-Y and then R-O-S-E. Hotel Receptionist: All right, Ms. Stephany. A: I quit smoking, so nonsmoking. How did the agent resolve the concern/issue?3. 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. Let me check and see what rooms are available. We ask that you refrain from wearing flip flops, ball caps and tank tops. Here are some closing phrases we recommend if the call ends with a successful resolution, a frustrated customer, or an unresolved issue. Hotel PQR, Reception. B: It's a pleasure, Mr. Sandals. Can I book a reservation for 2 at 9:00 pm? f&!bLEL `'E9xq 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. I plan to be there in April from the 14th to the 17th. Their number is 123456789. Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. Have a pleasant day. Mary Jones: . A: I will be traveling to Aspen, Colorado. I would like to reserve a room from the 5th of April for 5 days. Step 4: Probe/ ask relevant question/s (if applicable). endstream endobj 27 0 obj <> endobj 28 0 obj <> endobj 29 0 obj <>stream B: That's 626-555-1739. Now, does a queen sound okay? your phone number is (718) 204-0341. Mock Call Script Sample/ Call Simulation Sample The 7 Steps of Call Flow Step 1: Open the call (always). May I help you? 00:00 00:00 Woman: Hello. By the way, how much is it? May I help you? %PDF-1.5 % Receptionist: Yes, all hotel guests are allowed access to those facilities. Do you have any vacancies?