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Script Call Reservation

The document provides a script for hotel receptionists to professionally handle reservation requests over the phone or in person. It includes a detailed scenario of a guest booking a Deluxe Room, outlining the conversation flow and essential information needed for the reservation. The script emphasizes customer service and confirms the booking details with the guest.

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andreamaemateo1103
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68 views2 pages

Script Call Reservation

The document provides a script for hotel receptionists to professionally handle reservation requests over the phone or in person. It includes a detailed scenario of a guest booking a Deluxe Room, outlining the conversation flow and essential information needed for the reservation. The script emphasizes customer service and confirms the booking details with the guest.

Uploaded by

andreamaemateo1103
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Script: Receiving a Reservation Request

Objective: The script below can be used to demonstrate how to professionally handle a reservation
request over the phone or in person at a hotel.

Script for Receiving a Reservation Request:

Hotel Receptionist:
"Good [morning/afternoon], thank you for calling [Hotel Name]. This is [Your Name] speaking. How may I
assist you today?"

Scenario 1: Reservation via Phone

Guest:
"Hi, I’d like to book a room for next weekend."

Hotel Receptionist:
"Of course! I’d be happy to help you with that. May I first have your name, please?"

Guest:
"My name is John Doe."

Hotel Receptionist:
"Thank you, Mr. Doe. Could you please let me know the dates for your stay?"

Guest:
"I’m looking to stay from Friday, January 12th, to Sunday, January 14th."

Hotel Receptionist:
"Great! I’ll check the availability for those dates. One moment, please." (Pauses to check availability)
"I have a few options available for you. We have a Standard Room, a Deluxe Room, and a Suite. Would
you prefer a specific room type?"

Guest:
"I’d like to book the Deluxe Room, please."

Hotel Receptionist:
"Excellent choice, Mr. Doe. The Deluxe Room is available for your dates. The rate for the Deluxe Room is
$180 per night, including taxes. Would you like to proceed with the booking?"

Guest:
"Yes, that works for me."

Hotel Receptionist:
"Perfect! May I have your contact information to complete the reservation? I’ll need your email address
and a phone number, please."
Guest:
"My email is [Link]@[Link], and my phone number is (555) 123-4567."

Hotel Receptionist:
"Thank you. I’ve now reserved a Deluxe Room for you from January 12th to January 14th. You’ll receive a
confirmation email shortly. Is there anything else I can assist you with?"

Guest:
"That’s all for now. Thank you!"

Hotel Receptionist:
"Thank you for choosing [Hotel Name], Mr. Doe. We look forward to welcoming you next weekend. Have
a wonderful day!"

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