B: Sir, I'm Michelle, and I run the front desk. Tess, speaking, How can I help you? Guest: No sorry. In fact, our all single rooms are occupied for next 5 days. Download PDF CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Could I have your full name, please? hmo0?nX --mQJnA@PJUlB#L p-4DpI#Ji8 J`yrBnbkK.z4FxfD1y6eNOGtzw}wx. 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. 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! 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) . If a waiter or line cook is unable to work their scheduled shift, they can call into this staff hotline day or night. May I help you? A: Right now. For more information on Specialty Answering Service, including additional sample scripts, visit us at: www.specialtyansweringservice.net Your reservation is in our computer. Hotel Receptionist: Sure madam. A: Definitely nonsmoking. Reservations clerk: . And, uh, Id like to request avegetarianmeal. My phone number is 626-555-1739. to change a reservation. Below is acall center script exampleshowcasing some of the services we can provide to your restaurant. B: Each night will be $308. A: No problem. Guest: Ok, and what time is check-out? This is Capitol Hotels in Washington, D.C. How may I help you? . Travel Agent: Okay. Reservation Officer: Sure Madam. Whenever a guest calls your restaurant, your new virtual hostess team will answer their call according to your exact specifications. 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. B: Wonderful! Review the key vocabulary and the sample sentences. A: I would prefer to return in the afternoon. That's not bad. This is a useful text for learning how to make a hotel reservation in English. Also, there is internet available in the lobby 24 hours a day. Receptionist: Yes, all hotel guests are allowed access to those facilities. Their number is 123456789. Travel Agent: Okay. Guest: Great. 54.36.126.202 Has been out of service for more than a week. 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. Hotel: Should you have any questions or requests, please dial 'O' from your room. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. Virtual Hostess: Our dining room dress code is smart casual. 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. Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport. Guest: That is so kind of you. November 25, 2019 at 8:18 pm . Discover short videos related to mock call for hotel reservation script exercise on TikTok. Listen to the recording on travel arrangements and read along with the conversation. Would you like a smoking or nonsmoking room? Thank you for doing business with us, Mr. Sandals. What is your destination? Caller: Well. (OPPORTUNITIES)5. A: Hi there, I want to reserve a hotel room. Receptionist: Check-in for you on Friday can be any time after 3:00 p.m. Check-out will be on Sunday before noon. TMP HOTEL ROOM RESERVATION. Let me check our computer here for a moment. I hope sir will be surprised and happy. 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. Here is a brief overview of how we receive calls on your restaurants behalf. B: Not a problem. Learn how your comment data is processed. B: Thank you, Mr. Sandals. Hotel Receptionist: How do you spell your name, Ms. Stephany? Calling Diner: Perfect and thanks for your help. I have a few questions I hope you can help me with. 0 endstream endobj startxref Well, lets go with that. This is Tanya. Caller: Yeah? Now, if you'll just tell me your phone number. Calling Diner: Email would be best; it gets sent to my cell. Tanya And how long will you be staying with us? %%EOF All rights reserved. A: Yes, that'll be just fine. GUEST: I AM CHRISTIAN LABONETE. Virtual Hostess: And do you have an email address or cell phone number I can send the confirmation to? Be assured that we will also decorate the room in best possible way. Here are some closing phrases we recommend if the call ends with a successful resolution, a frustrated customer, or an unresolved issue. 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. "Good Morning, Front Desk. Tanya That's Friday, the 27th? Review the key vocabulary and the sample sentences. Hotel Clerk: Okay, Mr. Maexner, we look forward to seeing you on March 20th. The flight leaves at 16:45, and your arrival in Sydney will be at 9:25 a.m., local time. If you're the agent, what will you do differently? Hold on for few seconds. Virtual Hostess: Thanks Ted, you too and dont hesitate to call if you have any other questions at all. Virtual Hostess: It looks like we have an opening. Repeat A: I need to make a plane reservation. A: My name is John Sandals. 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. Situation: The caller heard some gun shots, and saw people running from his neighbor's house. AGENT: ALRIGHT! Mr. Abrams: Hi, I'd like to schedule a reservation for this upcoming weekend from Friday night until Sunday. Please tell me how can we help you. I'm Michelle, at your service. Download our free sales script templates and customize them to move leads through your sales process more efficiently. It was a pleasure. B: Hello, Mr. Sandals. Talking over telephone needs skill, knowledge and training. A: Of course. Hotel Clerk: Okay, we do have a few rooms available on the 20th; were full on the 22nd, unless you want a smoking room. We ask that you refrain from wearing flip flops, ball caps and tank tops. Client: The Center of Travel.com. Comments, requests, suggestions, drop them in the comments. A: Certainly. Goal: Get all the important information from the caller. May I have your full name, please? 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. Thats flight 1070 from Salt Lake City to New York, Kennedy Airport,transferringto flight 90 from Kennedy to Helsinki. 26 0 obj <> endobj It is a mid-range hotel. Mock Call Script Sample/ Call Simulation Sample The 7 Steps of Call Flow Step 1: Open the call (always). Copyright @ 1998-2023. Copyright @ 1998-2023. This is a booking mock call recording with a detailed, step by step explanation for each part of the call flow. 2. After hiring our restaurant answering service, you will be involved in customizing your desired customer service experience. Placing the emphasis on the customer's needs over your own situation ("I don't know," "I'm new here," etc.) But if you don't travel on the coach you should arrive at the airport before 8.30am. A: Sure, John Sandals. B: We recently changed many things here, sir, including our prices. All rights reserved.eslfast.com. B: The price per night is $308. Receptionist: Good afternoon! Would you like to make a reservation? I would like to make reservations, please. I'd like to make a reservation for this weekend. How much is a room? By the way, how much is it? Travel Agent: Well, the price for the flight is almost double the price you would pay if you leave the day before. 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. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. You might notice that in the description above, it still shows callcenterninja.com. Guest: Oh both are nice. My name is John Sandals. Guest: Well, a double-bedded room with AC and other facilities at least. I can text you our address so that you can easily find us with a Google maps if youd like. It's nice to hear from you again. Carefully look at their dialogues: Hotel Receptionist: Good Evening. Hmm, hmm . may I help you ? 1. What is yourdestination? This allows your new virtual hostess team to book and handle reservations in real-time. May I ask you for a special favor? Do you prefer a room with the view of the swimming pool or the hill madam? Hotel Clerk: Oh, sorry. (After few seconds). 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. is fully booked. What can the agent improve on? Hotel Receptionist: You are most welcome, madam. I plan to be there in April from the 14th to the 17th. Well, let's go with that. Hotel Receptionist: May I have your name please? Do you have a cheaper room available either on the 20th or the 22nd? There are many points you need to understand while taking reservation. ),} +C\MCs. We hope that this insider information andcall center script exampleshowcases the virtual services we can bring to your restaurant. A: I have no problem with that. Alex Okay. MAY I KNOW WHOSE ON THE LINE? #CancellationOfReservation #HotelReservation #FrontOfficeOperations A: That sounds fine to me. Lonnie A: I need a hotel room. Knowledge Base/ Mock Call Scenario Hotel Reservation The hotel is a 5 minute drive to the CCV Mall and Souvenirs. A: Nonsmoking, definitely! I hope you and your wife enjoy dinner tonight and have a wonderful time for the remainder of your vacation. The hotel stay also includes breakfast. A: I will be traveling to Aspen, Colorado. Reply. A: My plans are to be there April 14th to the 17th. I urgently need a single room for 1st January. Will that be acceptable to you? The action you just performed triggered the security solution. B: Great, Mr. Sandals. What was the customer's concern? Miss Walker: Hi Cherry, this is Ricca Walker of Sakura Financial Life. Diego Guerra says: This is awesome, you are really talented, it is like a real scene. Reservation Officer: I can understand your urgency madam but I am very sorry. Calling Diner: Thats doable. Can you do me a favor then? Dont worry. AGENT: THANK YOU! Guest: Actually 5th April is my husbands birthday. Mr. Abrams: My wife and I will be visiting the city, but a room with one bed will be just fine. November 25, 2019 at 8:18 pm . Let's go with the cheaper flight. A: I need to reserve a room. Caller: Yes, Id like to make a flight reservation for the twenty-third of this month. I have also included the product knowledge so you can train yourself to think like a call center agent. 3. https://esllab.b-cdn.net/audio/mp3/flight.mp3. Someone will give you a call momentarily. You can collect your ticket at the airport booking-office number 4. f&!bLEL `'E9xq Agent: Okay Mr. Torres, your reservation code is R143. Do you have any vacancies? Could you arrange a nice flower bouquet for him in the room as a pleasant surprise? Kindly email me so that I can help you right away: reagene.biz@gmail.com THANK YOU!! I also want to hear your input about the call and to help you learn to evaluate and assess calls. Goodbye. When does Mr. Abrams plan on giving the hotel his credit card information? Randall Davis. hb```f``R@( ?000I6w4Tt0Ut4wt F fbNYM@[v?$g#( a`rP @L |F1 D Calling Diner: Wow, that sounds incredible. (GEMS)4. Lets go withthe cheaper flight. Calling Diner: Oh wow, that would be great. Carefully look at their dialogues: Reservation Officer:Good Morning. Tanya What are the dates you will be visiting with us? 504K views 1 year ago Mock Call #9: Hotel Reservation. Here at A Courteous Communications we offer affordable rates with no long-term commitment required. Guest: Its S-T-P-H-A-N-Y and then R-O-S-E. Hotel Receptionist: All right, Ms. Stephany. (After few seconds) Yes, a few double bedded rooms are still vacant on 5th April. B: One more second, sir. This week the chef has a three-course special on the menu. % B: Most of our clients prefer nonsmoking. I thought it's a great preparation for you! Let me check and see what rooms are available. You then forward your calls to a designated phone number and all of your incoming calls are rerouted to our digital call center. Steps You Should Follow Step-1: Answer the telephone within 3 rings. B: I'm happy to hear that, sir. PLS. An online hotel reservation form is used to track bookings and manage reservations through a hotel's website. We have a restaurant on-site that also serves lunch and dinner, but those meals are not included in your lodging fee. B: Next question: Is a queen-size bed okay? Hotel Clerk: Hello. A: That sounds fine. B: Perhaps you didn't know that we have new room rates. Repeat A: Hi there, I want to reserve a hotel room. B: I hear you, sir. Let me see. is closed for the season. B: That's no problem at all. Travel Agent: Okay. What time should I arrive at the airport? Use Up/Down Arrow keys to increase or decrease volume. Goodbye. 2. Will that be OK? First, are you guys offering any dinner specials this week? All of the following are amenities the hotel offers its guests except: At what time can Mr. Abrams check into the hotel on Friday? A: That'll be no problem. Explore the latest videos from hashtags: # . This is an example of telephone conversation in front office. Gender: Male or Female. Virtual Hostess: Thank you, Ted, thats Robinson, R-O-B-I-N-S-O-N. Is that correct? A: I quit smoking, so nonsmoking. U[w[.9{x-sb05xj/6v2v~@l." OCo\=,d{fDJsdLNsaGadFr&y15GRp:tLpv`x_bQ 'btOEJ-'x I made this \"interactive\" so that I'm not the only one talking about the topic. Mr. Abrams: Thank you! B: 626-555-1739. Virtual Hostess: Thank you, Ted. 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 Are you within walking distance from the Hilton on I-Drive? May I have your name, please? Please note the number. B: Okay, sir, let me reserve those dates, there. scheduled tomorrow, December 28, 2021 at 7:00 AM was cancelled. Goodbye. If you provide us a list of your backup staff, we can then initiate the phone tree to find a replacement for that shift. B: Hi, Mr. Sandals. Save my name, email, and website in this browser for the next time I comment. Receptionist: Enjoy the rest of your week! 2. A: I'd like to reserve a hotel room. We look forward to seeing you in New York! 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. AU2(^Hx oI]$T The email is TRobinson@xmailbox.com. Do you need our services? Thank you so much for choosing our hotel, sir! . The guest wants to reserve room for her husband. 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: . I would like to reserve a room from the 5th of April for 5 days. Receptionist: Sure! What time are both check-in and check-out? My name is Sara; how may I help you today? I see. Our Non English speaking hotel and restaurant workers really like our Hotel English Dialogue series. Nonsmoking. Click to reveal 2. Your IP: Your room tariff will be US $90 per night including taxes with the complementary breakfast at our ABC (Name of the restaurant) restaurant. My number is 626-555-1739. It's area code 626-555-1739. Guest: Ok. 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. A: How much per night are we talking about? Hotel Receptionist: I repeat917494-4476. B: Good! B: Okay, Mr. Sandals. An item isn't available B: One minor problem, sir. 43 0 obj <>stream Keep the Caller on the line while the authorities try to reach the location. Could you tell me when you need the room? - You'll have to be at West London Air Terminal by 6.00 am at the latest. This is XXX hotel. Virtual Hostess: It has been my pleasure. What did the agent do well in the call? : Good morning sir. Do you need a room with one bed or two? %PDF-1.5 % 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. B: Let me repeat that: 626-555-1739. What time do you close tonight? 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. Step-2: Greet the guest properly. All rights reserved. Guest: Good Morning. ezekiel mae says: Do you have mock call for retail services. A: It's 626-555-1739. Caller: Alright. John says to break up the phone call into four main sections. The coach leaves for the airport at 6.15 am. Mr. Abrams: Okay, thats fine. Man: Oh, thats a little too expensive for me. What days do you need that reservation, sir? Am I right? It looks like we have several rooms available. Please tell me the days you'll be here. B: No problem at all. I'm John Sandals. Mr. Abrams: A single room with no balcony will suit our needs just fine. Call us! Reservation Officer: Its my pleaser madam. 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. We look forward to seeing you then! My phone number is 626-555-1739. 2 0 obj How many rooms shall I book for you? The complete conversation between the man making the reservation and the hotel receptionist is included. 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. A: A queen sounds great. When do you need the room? Hotel Receptionist: What type of room do you like to reserve, mam? Your name is Sabrina. 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. Now you have been booked, Ms. Jones. HOW CAN I HELP YOU? Job description: The Center of Travel dot com is a travel site that prides itself on providing a one-stop-shop for travel needs. Caller: Uh, well, Id like tocatcha return flight on the twenty-ninth. your phone number is (718) 204-0341. A: I hate cigarettes! Would you care for a room with a balcony? Hotel Receptionist: So, a double room is booked for you MS. Stephany Rose from 5th April for 5 days with the hill view. B: Would you prefer to leave from Los Angeles or Burbank Airport? Lonnie Yes. The 21st of May, right? (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. Have a pleasant day. Hotel Clerk: Okay. Caller's Profile: Female, 20-25 years old, nervous. My name is Michelle. Now, does a queen sound okay? 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. A phone call to reserve a hotel room in English. Now, sir, do you have a preference for smoking or nonsmoking? Give us a call at 1-800-785-6161 to speak with an account specialist and get your custom quote today. Here we will share 2 real life scenario. Spellman, and your address is 5017 Broadway Woodside, New York (NY), 1137, and. All Rights Reserved. Calling Diner: Possibly, my wife and I are in town on vacation and are looking at restaurants provided by our hotel. A: Certainly. Hotel Receptionist: Certainly mam. 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. My name is Michelle. The IIPS Framework. Making a Hotel Reservation in English - Dialogue Hotel Reservation Receptionist: Good afternoon! I look forward to my stay. B: Nonsmoking. Information gathering (45%): Learn about the customer, their group, and the kind of experience they want to have together. All we need now is a phone number. Carefully look at their dialogues: Hotel Receptionist: Good Evening. Check your understanding by answering the questions about the text. I can't handle that smell.
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