Page 73 - English for Front Office
P. 73
Task 5
Work in pair (Student A and B). Explain your text to the other.
Task 6
Answer the following questions
(Student A).
1. How does cultural sensitivity play a role in handling room
reservations for international tourists over the phone?
2. What ethical considerations should the staff be aware of
when dealing with customer information and payment
details during phone reservations?
3. What are the potential pitfalls or mistakes that the staff
should avoid when assisting customers with phone
reservations?
4. What methods can staff use to verify customer identities
and protect against fraudulent reservations when booking
over the phone?
5. How can to the staff ensure they have up-to-date
information on room availability, rates, and promotions
for effective phone reservations?
6. What steps should the staff take to provide personalized
service and cater to special requests, such as room
preferences, for phone reservations?
Student B
1. How can staff gather feedback from customers about their
phone reservation experience to make continuous
improvements?
2. What role does time management and multitasking play
when handling multiple reservation calls at once?How can
staff assist customers in navigating the reservation
process, especially for those who may not be tech-savvy?
