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3.  What training and resources should be made available to
                               staff to help them excel in handling phone reservations?
                           4.  How  can  staff  promote  upselling  and  cross-selling
                               additional  services,  such  as  tours  or  dining,  during  the
                               phone reservation process?

                        Task 7

                        Study the following conversation

                        (Ring..ring..)


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


                          Guest       :  Morning. Hmm… could I reserve a room for

                                          next week, please?

                          Staff       :  Certainly. May I know when will you arrive?


                                                      th
                          Guest       :  February 13   2022.

                          Staff       :  Alright.  What  date  will  you  be  leaving  our

                                          hotel?

                                                      th
                          Guest       :  February 15  2022.

                          Staff       :  For  how  many  persons  will  you  be  checking

                                          in?


                          Guest       :  I will check in with 5 persons.


                          Staff       :  Alright, please wait a moment, I need to check
                                           at  our  system.  We  have  5  types  of  rooms

                                           available  on  that  day  for  you.  What  kind  of
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