Hotel Receptionist: Sure madam. Caller: Alright. B: I hear you, sir. Would you prefer smoking or nonsmoking? Calling Diner: Oh wow, that would be great. Let me check and see what rooms are available. 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. Virtual Hostess: Hi Ted, I am more than happy to answer any questions you may have. 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. Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. Travel Agent: Freedom Travel. B: Hello, Mr. Sandals. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. Bill Oh excellent. It looks like we have several rooms available. I have also included the product knowledge so you can train yourself to think like a call center agent. [Okay] And when will you be returning? Okay, sir, we look forward to seeing you in April! Dont worry. And the view of the city is great, too. Lets go withthe cheaper flight. I plan to be there in April from the 14th to the 17th. Do you find that acceptable, sir? Performance & security by Cloudflare. (GEMS)4. A: Certainly. Guest: Ok. A: I would prefer to return in the afternoon. Hmmm. Receptionist: Check-in for you on Friday can be any time after 3:00 p.m. Check-out will be on Sunday before noon. I look forward to my stay. Caller: Yeah? Tanya What are the dates you will be visiting with us? A: A queen sounds great. Hotel Reservation Dialogue #1 R: Good morning. Calling Diner: Possibly, my wife and I are in town on vacation and are looking at restaurants provided by our hotel. Hotel Clerk: Oh, sorry. May I ask you for a special favor? 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. We will then help that guest and provide impeccable customer service on your behalf. B: We have new room rates, sir. Lonnie Yes. This is Cherry speaking, how may I help you today? xXK6W^)"`u =l@EOimy,Y Zk873/ _h>in/o{kZho~nM_Z~ &=>^d1{g -*j6@H!OqQO 7Xzt`"& ;;v's6\fu82, B: Great! Goodbye. 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. ezekiel mae says: Do you have mock call for retail services. I would like to make reservations, please. Gender: Male or Female. A: Of course! November 25, 2019 at 8:18 pm . Hold on for few seconds. B: Great, Mr. Sandals. Let me see here. Hotel Receptionist: May I have your contact number, madam? My number is 626-555-1739. Read the complete Terms of Use for more information. Receptionist: Enjoy the rest of your week! Do you prefer a room with the view of the swimming pool or the hill madam? Now, Mr. Sandals, about the room, smoking or nonsmoking? Virtual Hostess: Thanks Ted, you too and dont hesitate to call if you have any other questions at all. Guest: Its S-T-P-H-A-N-Y and then R-O-S-E. Hotel Receptionist: All right, Ms. Stephany. I'm Michelle, at your service. %%EOF Thank you so much for choosing our hotel, sir! The action you just performed triggered the security solution. Client: The Center of Travel.com. A phone call to reserve a hotel room in English. READ BELOW. Click to reveal We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. Miss Walker: Hi Cherry, this is Ricca Walker of Sakura Financial Life. It's area code 626-555-1739. . An online hotel reservation form is used to track bookings and manage reservations through a hotel's website. Virtual Hostess: We close at 11:30 pm tonight. You can email the site owner to let them know you were blocked. Are these facilities available for all hotel guests? A: It depends on the price, of course. Tanya And how long will you be staying with us? B: Most of our clients prefer nonsmoking. I'm Michelle, at your service. This is the front desk. Now, is a queen-size bed okay? Calling Diner: No Sara, youve been great. May I have your full name, please? B: Hi, Mr. Sandals. B: Thank you, Mr. Sandals. Mary Jones: . In fact, our all single rooms are occupied for next 5 days. And, uh, Id like to request avegetarianmeal. https://esllab.b-cdn.net/audio/mp3/flight.mp3. Step 4: Probe/ ask relevant question/s (if applicable). B: Perhaps you didn't know that we have new room rates. Mr. Abrams: My wife and I will be visiting the city, but a room with one bed will be just fine. Focus on One Sales Strategy at a Time to Prevent Overwhelming Sales Reps Here at A Courteous Communications we offer affordable rates with no long-term commitment required. Do you need our services? Virtual Hostess: Good evening and thank you for calling Smiths Steak House. The guest wants to reserve room for her husband. There are many points you need to understand while taking reservation. Copyright @ 1998-2023. A: I hate cigarettes! I hope sir will be surprised and happy. https://esllab.b-cdn.net/audio/mp3/hotel1.mp3. A: I need to reserve a room. Travel Agent: Okay. When do you need the room? Travel Agent: It's only $980. B: That is what I am here for. I see. Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? Caller: Well. It's nice to hear from you again. We look forward to seeing you then! STEP 3 - Ask the customer if there is anything else that they can be helped with. Caller: Yes, Id like to make a flight reservation for the twenty-third of this month. 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. Let me check and see what rooms are available. But if you don't travel on the coach you should arrive at the airport before 8.30am. 2. 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. B: I have booked you on your flight at a great rate. GUEST: I AM CHRISTIAN LABONETE. Customer Service Call Scripts for Handling Several Customers at the Same Time. This is Capitol Hotels in Washington, D.C. How may I help you? The caller can't stay on the September long weekend because the hotel. The 21st of May, right? 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. Just give me a minute, let me check. Calling Diner: Hi Sara, my name is Ted. Thanks. Calling Diner: Email would be best; it gets sent to my cell. 2. The call should look something like this: Introduction (5%): Answer the phone in a professional manner. Carefully look at their dialogues: Hotel Receptionist: Good Evening. Step-2: Greet the guest properly. MAY I KNOW WHOSE ON THE LINE? B: That should be no problem. It is a mid-range hotel. Receptionist: Sure! (OPPORTUNITIES)5. Calling Diner: Perfect and thanks for your help. Travel Agent: Okay. Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. This is Tanya. Mr. Abrams: Hi, Id like to schedule a reservation for this upcoming weekend from Friday night until Sunday. 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. Guest: No sorry. Virtual Hostess: Thank you, Ted, thats Robinson, R-O-B-I-N-S-O-N. Is that correct? Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. Virtual Hostess: It has been my pleasure. B: One more second, sir. We look forward to seeing you in New York! You then forward your calls to a designated phone number and all of your incoming calls are rerouted to our digital call center. Lonnie This Friday. Your IP: Please tell me how can we help you. Nonsmoking. Your reservation is confirmed. What is it? How can I help you? B: That's 626-555-1739. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); This site uses Akismet to reduce spam. Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Here at A Courteous Communications, we have state of the art technology and software that allows us to synch up to your reservation book. 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! Repeat A: Hi there, I want to reserve a hotel room. A: I have no problem with that. Well, let's go with that. B: 626-555-1739. Is that okay with you, Mr. Sandals? Could I have your full name, please? Could you tell me when you need the room? . A: How much per night are we talking about? Oh, and Id like the cheapest flight available. My phone number is 626-555-1739. Steps You Should Follow Step-1: Answer the telephone within 3 rings. 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 A: Nonsmoking, definitely! Welcome to the Westin Hotel C: Hi, Good morning. 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. I also want to hear your input about the call and to help you learn to evaluate and assess calls. My name is Sara; how may I help you today? Hotel XYZ (Name of the Hotel), Reception. What is your destination? I'm John Sandals. I did notice on your website that you have a pool and an exercise room. Guest: Actually 5th April is my husbands birthday. Call us! B: The price per night is $308. Appointment-setting Sales Script By the way, how much is it? Practice the Conversations of This Topic with Mike, HOME Copyright 2023. Please answer the following questions of understanding: What is the name of the hotel where Mr. Abrams plans on staying? 504K views 1 year ago Mock Call #9: Hotel Reservation. This is XXX hotel. Reservation Officer: I can understand your urgency madam but I am very sorry. A: Sure, John Sandals. is fully booked. Have a nice day. Hotel Clerk: Hello. Understand who your customers are Keeping track of who stays at the hotel, with tools like sign in forms, surveys, and email lists can help hotels create experiences that meet their customer's needs. All we need now is a phone number. Hotel Clerk: Okay, we do have a few rooms available on the 20th; were full on the 22nd, unless you want a smoking room. Must collect our Professional spoken English guide English for Hotel and Restaurant Workers for hundreds of real life hotel dialogues, English vocabulary and spoken lessons. N4dq6FVni8E1^ms[B3O8tXw@'FZM/$vL51DD. A: Nonsmoking, please. B: Okay, Mr. Sandals. MOCK CALL PRACTICE: Hotel Reservation | Interactive Session 5. . 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 . Thats flight 1070 from Salt Lake City to New York, Kennedy Airport,transferringto flight 90 from Kennedy to Helsinki. Guest: Ok, and what time is check-out? What time do you close tonight? Dear Readers, this is just a sample conversation. :) Thanks so much for watching. Also, there is internet available in the lobby 24 hours a day. Travel Commercial Voice Over Script Example 1: The Center of Travel.com. A: That sounds fine to me. B: I'm happy to hear that, sir. A: I will be traveling to Aspen, Colorado. You can collect your ticket at the airport booking-office number 4. Do you need a room with one bed or two? B: Sir, I'm Michelle, and I run the front desk. Please answer all questions about the text: Press Enter or Space to show volume slider. It will be our pleaser to provide you with the complimentary flower bouquet for the occasion. What days will you need a room? How much is a room? And could I have your name please? Guest: Great. 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. Here is a brief overview of how we receive calls on your restaurants behalf. Mr. Abrams: Thank you! Caller: Alright. A: Friday afternoon, April 14 through Monday morning, April 17. Your reservation is in our computer. We dont have any single room vacant at that moment. Here we will share 2 real life scenario. Would you like me to book a reservation for you and your party for a specific time? This website is using a security service to protect itself from online attacks. 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 Bill Thank you. B: That'll be nonsmoking. For how long does Mr. Abrams plan on staying at the hotel? I urgently need a single room for 1st January. Would you like a smoking or nonsmoking room? Virtual Hostess: And do you have an email address or cell phone number I can send the confirmation to? I thought it's a great preparation for you! The flight number is NWA 476. Now, do you approve of a single queen-size bed? Virtual Hostess: It looks like we have an opening. 3. This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. PLS. Virtual Hostess: Our dining room dress code is smart casual. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. B: Let me repeat that: 626-555-1739. Do you mind, sir? Here at A Courteous Communications we offer affordable rates with no long-term commitment required. Have a pleasant day. Can I book a reservation for 2 at 9:00 pm? Guest: Oh both are nice. Man: Well, how much is the non-smoking room on the 20th? Hotel Clerk: Okay. Tess, speaking, How can I help you? B: We recently changed many things here, sir, including our prices. B: It'll be $308 nightly. A: Right now. B: It's a pleasure, Mr. Sandals. scheduled tomorrow, December 28, 2021 at 7:00 AM was cancelled. Job description: The Center of Travel dot com is a travel site that prides itself on providing a one-stop-shop for travel needs. B: Each night will be $308. hbbd``b`$c`~" $ZR #JbF u A: John Sandals. This form will provide you with the travel details, accommodation information with your . A: Please tell me the price, so I can make a decision. Making a Hotel Reservation in English - Dialogue Hotel Reservation Receptionist: Good afternoon! By the way, how much is it? Will that be acceptable to you? Here are some closing phrases we recommend if the call ends with a successful resolution, a frustrated customer, or an unresolved issue. HANDLING RESERVATION CALL | LPU-Batangas | SydneyVB_ MOCK CALL PRACTICE: Basic Browser Troubleshooting | Interactive Session. Goodbye. Review the key vocabulary and the sample sentences. Is there anything else I can help you with? What can we do for you? I'm glad we could take care of that for you, [Customer Name]. The IIPS Framework. The hotel stay also includes breakfast. What kind of room does Mr. Abrams request to stay in? I hope you and your wife enjoy dinner tonight and have a wonderful time for the remainder of your vacation. Let me check our computer here for a moment. Kindly email me so that I can help you right away: reagene.biz@gmail.com THANK YOU!! : Good morning sir. Randall Davis. Step 2: Empathize, apologize or assure (whichever applies). 00:00 00:00 Hotel Clerk: Hello. 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? Hotel Clerk: How do you spell your last name, Mr. Maexner? Yes, but you will have to confirm this reservation at least two hours before departure time. If you're the agent, what will you do differently? Receptionist: I am glad that I could help you today. I can't handle that smell. FILE TO DOWNLOAD OR INTEGRATE Outbound Sales Call Script Templates Download as PDF Download as Word Doc Download as Google Doc 1. 00:00 00:00 Woman: Hello. The new website is trainercreative.com but I'm still working on it, whew! A: My name is John Sandals. Mr. Abrams: A single room with no balcony will suit our needs just fine. Our call center agents will be trained on this information in order to properly assist your calling guests. My phone number is 626-555-1739. 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. Thank you so much. 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.
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