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2 Simulation

The document outlines a front office simulation activity for processing phone reservations at a hotel. It provides instructions for hotel staff to obtain guest information such as name, address, dates of stay, payment details. Staff are directed to confirm the reservation details and inform guests that a reservation confirmation will be emailed or faxed. The activity aims to simulate real-world hotel reservations over the phone.

Uploaded by

John Jeffrey Garcia
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
110 views80 pages

2 Simulation

The document outlines a front office simulation activity for processing phone reservations at a hotel. It provides instructions for hotel staff to obtain guest information such as name, address, dates of stay, payment details. Staff are directed to confirm the reservation details and inform guests that a reservation confirmation will be emailed or faxed. The activity aims to simulate real-world hotel reservations over the phone.

Uploaded by

John Jeffrey Garcia
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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FRONT OFFICE SIMULATION ACTIVITY

INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

FRONT OFFICE SIMULATION ACTIVITY


INTRODUCTION: Thank You for Calling S-E-T Hotel! This is __________________________, How can I Help you?

FOR PHONE RESERVATION:


Room Number:

a.)

Client/Guest's Name Comfirmed by:

Address b.) c.) Length of Stay (How many days) Desired Date of Arrival/Check-In Time(Check-In/Arrival): d.) Check-out Date: Time(Check-Out): e.) Number of Guests: Adult: Others: Children: Day(s): (Month/Day/Year): Night(s):

f.) g.)

Room Preference/Type: Other Requests:

Contact Number Fax Number E-Mail Address h.) Mode of Payment: If Credit Card (Card Type): Bank: Card Number: Card Expiry Date(Month & Year only):

Amount: Others:

Total:

FRONT OFFICE EMPLOYEE/PERSONNEL:

*After getting all the information:

READ/RECAP THE TRANSACTION/RESERVATION MADE ABOVE

*After reading the transaction/reservation made above, say or make a statement: *Thanks for all the information Sir/Ma'am, I have processed your Reservation, please wait for the (e-mail/fax) copy of your Reservation / Hotel Voucher.

IS THERE ANYTHING ELSE WOULD YOU LKE TO ASK? (If NO/NONE), JUST SAY "THANK YOU FOR CALLING S-E-T HOTEL.

IVITY

______, How can I Help you?

Script for Phone Reservation: *Ask for Name: May I get your Complete/Full Name Ma'am/Sir? If you are confused about the gender of your client, just simply say *May I get your Complete/Full Name please?

Thanks for that Sir/Ma'am! And May I get your complete address please? *How Many days do you prefer to stay Sir/Ma'am? *And your desired date of Arrival or Check-In or reservation please? *You'll be arriving at what time Sir/Ma'am? --- optional

*Your reservation will be for how many guests Sir/Ma'am?

Always say: "Thank You for that Information" *Is there anything or other request would you like to ask Sir/Ma'am?

Always say: "Thank You for that Information" Can I get your Contact Number and if you have Fax Number or E-Mail address Sir/Ma'am?

*What particular mode of payment would you prefer Sir/Ma'am?

If Credit Card, ask for the type of Credit Card by saying: What type of Credit card would you like to use Sir/Ma'am

*and the Bank Issuer of your Card Sir/Ma'am? *Can I ask for the 16 digit number of your card Sir/Ma'am? *and your Card Expiration Date Please?

*Thank you for all the information Sir/Ma'am, the amount of your room reservation is _______

Note: Advise the client/guest if there will be an additional charge for a specific or other request

or the (e-mail/fax) copy of your

K YOU FOR CALLING S-E-T HOTEL. HAVE A GREAT DAY!!!

E-Mail address Sir/Ma'am?

t card would you like to use Sir/Ma'am?

ur room reservation is ____________

e for a specific or other request

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