Would you care for a room with a balcony? B: Our room rates recently went up. Practical English :: Air Travel :: Reservations (airline) :: Dialogue 2 Mock Call Script Sample/ Call Simulation Sample The 7 Steps of Call Flow Step 1: Open the call (always). First, are you guys offering any dinner specials this week? How to Pass a Mock Call Test: It's Actually Simple! - Kwestyon Guest: Ok, and what time is check-out? Carefully look at their dialogues: Hotel Receptionist: Good Evening. I hope sir will be surprised and happy. A: John Sandals. Read the complete Terms of Use for more information. John says to break up the phone call into four main sections. Practice the Conversations of This Topic with Mike, HOME Copyright 2023. Salespeople (especially outbound sales) will always make phone calls, so it's important to keep this skill sharp. Below is acall center script exampleshowcasing some of the services we can provide to your restaurant. May I have your name, please? Could I have your full name, please? Discover short videos related to mock call for hotel reservation script exercise on TikTok. Information gathering (45%): Learn about the customer, their group, and the kind of experience they want to have together. A: Of course! TMP HOTEL ROOM RESERVATION. Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Lets go withthe cheaper flight. A: Certainly. Now, about the bed, is a queen-size okay? B: Wonderful! This is Capitol Hotels in Washington, D.C. How may I help you? may I help you ? B: That is what I am here for. This week the chef has a three-course special on the menu. Carefully look at their dialogues: Hotel Receptionist: Good Evening. Randall Davis. Your reservation is confirmed. All rights reserved. We look forward to seeing you! Appointment-setting Sales Script Now, is a queen-size bed okay? The guest wants to reserve room for her husband. We dont have any single room vacant at that moment. : Good morning sir. is closed for the season. %PDF-1.5 % May I help you? Comments, requests, suggestions, drop them in the comments. Calling Diner: Possibly, my wife and I are in town on vacation and are looking at restaurants provided by our hotel. How did the agent resolve the concern/issue?3. Guest: Actually 5th April is my husbands birthday. B: The price per night is $308. Situation: The caller heard some gun shots, and saw people running from his neighbor's house. Lonnie Yes. Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. B: One minor problem, sir. Mr. Abrams: My wife and I will be visiting the city, but a room with one bed will be just fine. Hotel Receptionist: May I have your contact number, madam? Hotel Clerk: Okay, we do have a few rooms available on the 20th; were full on the 22nd, unless you want a smoking room. A: My name is John Sandals. 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. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. We hope that this insider information andcall center script exampleshowcases the virtual services we can bring to your restaurant. B: That's 626-555-1739. But yes we can provide you our suitrooms. Your flight under American Airlines that was. #CancellationOfReservation #HotelReservation #FrontOfficeOperations Travel Agent: Okay. to report a cancellation. Here are eight best practices for providing great customer experiences. If a waiter or line cook is unable to work their scheduled shift, they can call into this staff hotline day or night. Our call center agents will be trained on this information in order to properly assist your calling guests. https://esllab.b-cdn.net/audio/mp3/flight.mp3. I see. Please answer the following questions of understanding: What is the name of the hotel where Mr. Abrams plans on staying? I also want to hear your input about the call and to help you learn to evaluate and assess calls. 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! (After few seconds). A: Yes, that'll be just fine. Repeat as necessary. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. Copyright @ 1998-2023. My name is John Sandals. Check your understanding by answering the questions about the text. A: That's a reasonable price. Mr. Abrams: Hi, I'd like to schedule a reservation for this upcoming weekend from Friday night until Sunday. A: I will be traveling to Aspen, Colorado. Here at A Courteous Communications, we have state of the art technology and software that allows us to synch up to your reservation book. Hotel Dialogues in English - Reservation, Check-in, Check-out vocabulary Voice Age: Young Adult. Please tell me the days you'll be here. A bellboy will bring your bags up shortly. B: Hi, sir. Your reservation is all set except for your phone number. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. I'd like to make a reservation for this weekend. Receptionist: Enjoy the rest of your week! Caller: Yeah? And, uh, Id like to request avegetarianmeal. A: No problem. Sample Call Center Script: A Hotel Tanya Thank you for calling Lindenwood Hotel. Reservations clerk: . Let me check and see what rooms are available. B: Okay, Mr. Sandals. My name is Michelle. "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 RESERVATION MOCK CALL SCRIPT (TMP2) AGENT: GOOD MORNING! Review the key vocabulary and the sample sentences. MOCK CALL PRACTICE: Hotel Reservation | Interactive Session 5 How may I help you? G: Hello Good Morning Zerah, I would like to reserve a room please. Guest: That is so kind of you. B: Each night will be $308. Lonnie Yes, I would. Front Office Practical Role Play Scripts for Hotel - SlideShare Virtual Hostess: It has been my pleasure. My phone number is 626-555-1739. Hotel Clerk: All right. PDF Sample Call Center Script - Private Jet - Specialty Answering Service 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 am Taylor Isabel. Would you prefer smoking or nonsmoking? Hotel Receptionist: May I have your name please? B: 626-555-1739. B: Most of our clients prefer nonsmoking. What time are both check-in and check-out? My number is 626-555-1739. Mr. Abrams: A single room with no balcony will suit our needs just fine. Welcome to the Westin Hotel C: Hi, Good morning. Download our free sales script templates and customize them to move leads through your sales process more efficiently. %%EOF Caller: Alright. Hotel Receptionist: Sure, madam. Im flying to Helsinki, Finland. 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. Keep the Caller on the line while the authorities try to reach the location. Will that be acceptable to you? Hotel Reservation Script | PDF Calling Diner: Email would be best; it gets sent to my cell. After hiring our restaurant answering service, you will be involved in customizing your desired customer service experience. May I have your name, please? You might notice that in the description above, it still shows callcenterninja.com. FILE TO DOWNLOAD OR INTEGRATE Outbound Sales Call Script Templates Download as PDF Download as Word Doc Download as Google Doc 1. Randall Davis. Do you mind, sir? HANDLING RESERVATION CALL | LPU-Batangas | SydneyVB_ MOCK CALL PRACTICE: Basic Browser Troubleshooting | Interactive Session. B: No problem at all. STEP 1 - Briefly summarise what has been accomplished on the call. Your reservation is in our computer. What is your destination? We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. Hotel Receptionist: So, a double room is booked for you MS. Stephany Rose from 5th April for 5 days with the hill view. AGENT: ALRIGHT! I see we have some availability. Receptionist: We can handle payment upon your arrival on Friday. Guest: Yes, thats right. 3. The caller can't stay on the September long weekend because the hotel. I guess hill view will be splendid. B: Not a problem. 43 0 obj <>stream May I ask you for a special favor? Tanya That's Friday, the 27th? A: That'll be no problem. Calling Diner: Hi Sara, my name is Ted. Let's go with the cheaper flight. A: I'd like to reserve a hotel room. 2 0 obj Here is a brief overview of how we receive calls on your restaurants behalf. An item isn't available The flight leaves at 16:45, and your arrival in Sydney will be at 9:25 a.m., local time. Let me see here. Thank you so much for choosing our hotel, sir! 7 Outbound Sales Call Script Examples (+ Free Templates) MAY I KNOW WHOSE ON THE LINE? STEP 3 - Ask the customer if there is anything else that they can be helped with. Call us! You can email the site owner to let them know you were blocked. If you provide us a list of your backup staff, we can then initiate the phone tree to find a replacement for that shift. Hotel Reservation Dialogues - EnglishPost.org 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. A HOTEL TELEPHONE CALL FOR RESERVATION SCRIPT.docx - Course Hero What days will you need a room? 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. Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. 8. Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? In our todays Hotel conversation in English guide, we will share dialogue between guest and receptionist. B: Perhaps you didn't know that we have new room rates. Guest: Great. Step 4: Probe/ ask relevant question/s (if applicable). <> Review the key vocabulary and the sample sentences. An online hotel reservation form is used to track bookings and manage reservations through a hotel's website. HANDLING RESERVATION CALL | HOTEL RESERVATION - YouTube What can the agent improve on? 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 Virtual Hostess: Thank you, Ted. All Rights Reserved. Virtual Hostess: Hi Ted, I am more than happy to answer any questions you may have. PLS. Read the complete Terms of Use for more information. Calling Diner: No Sara, youve been great. Do you have a cheaper room available either on the 20th or the 22nd? Do you need our services? Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. B: Hi, Mr. Sandals. A: How much per night are we talking about? Travel Agent: Okay. Have a nice day. Guest: Ok, thanks. This is Tanya. Hotel Clerk: Oh, sorry. I'm glad we could take care of that for you, [Customer Name]. This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. 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 Try to understand this conversation: Guest: "I want to make a reservation" What time should I arrive at the airport? Goodbye. is fully booked. STEP 4 - Finish with a courteous call-closing statement. This is XXX hotel. 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. What was the customer's concern? B: Fantastic! to inquire about available rooms. Let me see. Thank you for flying with us at Net Jet. Knowledge Base/ Mock Call Scenario Hotel Reservation The hotel is a 5 minute drive to the CCV Mall and Souvenirs. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. I will send your reservation confirmation to T-R-O-B-I-N-S-O-N at X mailbox dot com. The IIPS Framework. A: Please tell me the price, so I can make a decision. A: My plans are to be there April 14th to the 17th. GUEST: I AM CHRISTIAN LABONETE. To confirm Ted, I have you booked for 2 at 9:00 pm tonight. "Good Morning, Front Desk. I can text you our address so that you can easily find us with a Google maps if youd like. Travel Arrangements - Script - Randall's ESL Cyber Listening Lab 1. B: We recently changed many things here, sir, including our prices. 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. Tanya What are the dates you will be visiting with us? Copyright @ 1998-2023. 2. Let me have your address, please? You can cancel up to five days in advance and we will refund your deposit. A: Nonsmoking, definitely! Mock Call Script with Call Flow Guide: Hotel Booking Part 2 May I have your full name, please? - You'll have to be at West London Air Terminal by 6.00 am at the latest. A: Sure! 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. Yes, but you will have to confirm this reservation at least two hours before departure time. I have a few questions I hope you can help me with. Is that okay with you, Mr. Sandals? B: I hear you, sir. 00:00 00:00 Woman: Hello. Customer Service Call Scripts for Handling Several Customers at the Same Time. A: Sure, John Sandals. 2. Thank you for doing business with us, Mr. Sandals. Hotel Clerk: Well, we have onesuiteavailable, complete with akitchenetteand a sauna bath. 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. Now, do you approve of a single queen-size bed? (OPPORTUNITIES)5. endstream endobj 27 0 obj <> endobj 28 0 obj <> endobj 29 0 obj <>stream B: Great, Mr. Sandals. Caller: And what are thedepartureand arrival times for each of those flights? A: Of course. 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. Your name is Sabrina. Travel Agent: It's only $980. How can I help you? After a reservation is booked, we will add the customer information into your calendar and we can even send a notification via text or email to the appropriate shift manager. Let me check and see what rooms are available. Let me check what flights areavailable. I can't handle that smell. B: I have booked you on your flight at a great rate. Diego Guerra says: This is awesome, you are really talented, it is like a real scene. M-FG3Hdjo%+Z3DDE}h!9Sc 0?Z$:YfZ^|]+"4DU$X}th cLL+x#'YQ9j=*U4[xPR ;uVt1a|M0)GCYvLLhh]5Dm)VBhV|kQlT"3y*F1L!0QmdZ q6a!bfcay Also, do you have a dress code? Repeat A: I need to make a plane reservation. Alex Thank you. First things first, we want to help you get a general idea of how a restaurant answering service works for your establishment. 2. 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. May I know the specific date for the reservation? Taking a Hotel Reservation in English | English for Work | EnglishClub Making a Hotel Reservation in English - Dialogue Hotel Reservation Receptionist: Good afternoon! endstream endobj startxref What days do you need that reservation, sir? Listen to the recording on hotel reservations and read along with the conversation. Would you like a smoking or nonsmoking room? (GEMS)4. For more information on Specialty Answering Service, including additional sample scripts, visit us at: www.specialtyansweringservice.net Hmmm. Caller: Uh, well, Id like tocatcha return flight on the twenty-ninth. My name is Michelle. What did the agent do well in the call? Hotel Clerk: $80 dollars, plus the 10% room tax. 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. Virtual Hostess: We close at 11:30 pm tonight. Now, Mr. Sandals, about the room, smoking or nonsmoking? This allows your new virtual hostess team to book and handle reservations in real-time. I thought it's a great preparation for you! me to have a short recap of what we have discussed today. That's not bad. Performance & security by Cloudflare. Our Non English speaking hotel and restaurant workers really like our Hotel English Dialogue series. The coach leaves for the airport at 6.15 am. What kind of room does Mr. Abrams request to stay in? The complete conversation between the man making the reservation and the hotel receptionist is included. 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: Next question: Is a queen-size bed okay? Conversation: 1. Calling to Get a Reservation - ESL Fast Placing the emphasis on the customer's needs over your own situation ("I don't know," "I'm new here," etc.) 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. Receptionist: I am glad that I could help you today. Hotel Receptionist: Sure, Madam. All of the following are amenities the hotel offers its guests except: At what time can Mr. Abrams check into the hotel on Friday? You have entered an incorrect email address! But I like nature most. Would you like to make a reservation? Have a pleasant day. xXK6W^)"`u =l@EOimy,Y Zk873/ _h>in/o{kZho~nM_Z~ &=>^d1{g -*j6@H!OqQO 7Xzt`"& ;;v's6\fu82, By the way, how much is it? For how long does Mr. Abrams plan on staying at the hotel? Your IP: What can we do for you? Guest: Why not? Here are some closing phrases we recommend if the call ends with a successful resolution, a frustrated customer, or an unresolved issue. Are you within walking distance from the Hilton on I-Drive? - Thank you. I'm Michelle, at your service. Hotel XYZ (Name of the Hotel), Reception. All rights reserved.eslfast.com. A: Maybe. We look forward to receive you on 4th April. Whenever a guest calls your restaurant, your new virtual hostess team will answer their call according to your exact specifications. Ted, may I have your last name to book the reservation? A: A queen sounds great. 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. The hotel stay also includes breakfast. B: Thank you, Mr. Sandals. Here are your tickets. Mock sales calls should be part of onboarding, training, and continuous development.
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