Page 140 - English for Front Office

Student B

1. What is our policy for handling any discrepancies or
issues with guaranteed reservations, such as overbooking
or room availability?
2. How can you gather feedback from guests with
guaranteed reservations during the check-in process to
continuously improve our services?
3. Are there any special procedures for handling VIP or
high-profile guests with guaranteed reservations to ensure
their privacy and satisfaction?
4. What training and customer service standards should front
desk staff follow when dealing with guests with
guaranteed reservations to provide a high level of service?
5. How can you ensure that guests with guaranteed
reservations are aware of our check-out procedure and any
special services they may require for their stay?

Task 7

Study the following conversation

Front Desk Good evening! Welcome to the Ocean view
Agent Hotel. How can I assist you today?
Guest Hi, I have a reservation under the name
Sarah Johnson for a deluxe room.
Front Desk Thank you, Ms. Johnson. Let me check that
Agent for you. (The FDA checks the reservation.)
Yes, I see your reservation right here. You
have a guaranteed reservation for a deluxe
room. Can I have your ID and a credit card
for incidentals, please?
Guest Sure, here they are.
Front Desk Thank you, Ms. Johnson. (The FDA
Agent processes the check-in and verifies the credit
card.) Everything seems to be in order.
You're all set for your stay. Here's your
room key. You're in room 512 on the fifth