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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