Reservation Scenario/Script: Receive a call not directly related to the reservation.
Handling a call that is not directly related to reservations but requires assistance in a reservation scenario involves being adaptable and providing helpful information or directing the caller to the appropriate department. Here’s an example of how a reservation representative might handle such a call:
Reservation Scenario/Script Example 1: Receive a call not directly related to the reservation:
ReservationThe department that receives; documents and processes reservation requests. Representative: Thank you for calling [Your Company’s Name] reservations. My name is [Your Name]. How may I assist you today?
Caller: Hi, I have a question about your facilities. I’m planning to visit your location, and I was wondering if you have any information about nearby attractions and transportation options.
Reservation Representative: Thank you for reaching out! While I specialize in reservations, I’ll do my best to assist you. Our location is situated near several popular attractions, and there are various transportation options available. May I know the specific dates of your visit and any particular attractions or activities you’re interested in?
Caller: I’ll be visiting from [specific date] to [specific date]. I’m interested in local museums and also need information on public transportation.
Reservation Representative: Great! For museums, I recommend [Name of Museum 1] and [Name of Museum 2], which are well-regarded in the area. As for transportation, there are buses and taxis available near our location. Additionally, you can use ride-sharing services like Uber or Lyft. If you have any specific questions or if there’s anything else I can assist you with, feel free to let me know.
Caller: That’s helpful. Thank you! Also, do you have any recommendations for nearby restaurants?
Reservation Representative: Absolutely! We have some fantastic dining options in the vicinity. I would recommend trying [Restaurant 1], known for its [cuisine type], and [Restaurant 2], which offers a great [specialty dish]. Both are within a short distance from our location. If you need more recommendations or have any other questions, feel free to ask.
Caller: Thank you so much for your help. That’s all I needed.
Reservation Representative: You’re welcome! If you have any further inquiries or if there’s anything else I can assist you with, don’t hesitate to reach out. Have a wonderful visit, and we look forward to welcoming you!
In this scenario, the reservation representative adapts to the caller’s needs, providing information about local attractions, transportation, and dining options. This approach ensures that the caller feels assisted and receives helpful guidance, even if the initial inquiry isn’t directly related to making a reservation.
Reservation Scenario/Script Example 2: Receive a call not directly related to the reservation:
Reservation staff: Good evening, Reservation, Agna speaking, how may I help you?
GuestDefinition of Guest in Hospitality Industry: A guest is the most important person in any business. A...: Yes, I would like to know if you have rooms with a Wi-Fi internet facility.
Reservation staff: Yes, Mam, if you are accessing Wi-Fi Internet via your computer, it is available in all rooms, but you can enjoy high-speed free Internet access only in our Platinum Club executive rooms.
Guest: What do I need to use high-speed Internet access?
Reservation staff: Mam, you will have to have 5G compatible devices like a 5 G-supported mobile or computer device to support the bandwidth provided by the hotel network.
Guest: Oh, I see. What if I do not have a 5 G-enabled device with me?
Reservation staff: I agree, Mam. If you do not bring your computer with you. You can simply surf the net through our TV or you could get a compatible device on rent from our front desk.
Guest: Oh, that’s convenience. Ok then I think that’s all I want to know. You are so kind.
Reservation staff: Not at all. Thank you for your interest. Mam, we have a lot more facilities for business travelers. Would you like us to send you more information about our hotel to you?
Guest: Yes, why not? My email id is email@example.com. My name is Taniya Rickson.
Reservation staff: Thank you, Ms Taniya. If you are interested in booking with us, please give me a call. I am Agna.
Guest: Yes, I will, once I have confirmed my schedule, Agna, thanks.
Reservation staff: You’re welcome Ms Taniya. Thank you for your call.
