Page 110 - English for Front Office

Student B

1. How can we balance the need for a fair cancellation
policy with the desire to provide excellent customer
service?
2. Should we implement tiered cancellation policies based
on the advance notice of cancellation to minimize revenue
loss?
3. What strategies can be put in place to minimize the impact
of cancellations on our business's revenue and operations?
4. How can we gather feedback from customers who cancel
their reservations to understand their reasons and improve
our services?
5. Should we offer the option of purchasing cancellation
insurance to customers at the time of booking?

Task 7

Study the following conversation

Staff : Good morning. The Bougainville Hotel,
Sherlin’s speaking. How may I assist you?

Guest : Morning. I reserved your room earlier this
week, but I have to cancel it.

Staff : May I know your name and your contact?
Guest : Sure. My name is Karina Dewi. My mobile

number is 081123456789.
Staff : Alright, Ms. Karina. May I know how many

rooms had you reserved before?
Guest : Hmm… I reserved for 1 room.

Staff : How about your arrival and departure time?

Guest : Actually, I will come next week on February