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FOS Script

The phone call reservation script details a conversation between a hotel representative (S) and a customer (C) named Cherry Tan. S takes C's reservation for a deluxe room at the Grand Hotel from September 12-15. The room will have a queen bed, non-smoking, and view of the Grand Fountain. C provides her contact information and pays with a Visa card. S confirms all details and thanks C for calling.

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Jerelyn Amion
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106 views

FOS Script

The phone call reservation script details a conversation between a hotel representative (S) and a customer (C) named Cherry Tan. S takes C's reservation for a deluxe room at the Grand Hotel from September 12-15. The room will have a queen bed, non-smoking, and view of the Grand Fountain. C provides her contact information and pays with a Visa card. S confirms all details and thanks C for calling.

Uploaded by

Jerelyn Amion
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Phone Call Reservation Script

S: Good day! The Grand Hotel. This is Jas speaking, how may I help you?

C: I would like to make reservations, please.

S: Before we proceed the reservations process ma’am. May I know who’s on the line?

C: I’m Ms. Cherry Tan

S: Could you spell your full name ma’am?

C: sure, it’s C-H-E-R-R-Y-T-A-N

S: I will repeat your full name ma’am, it’s Charlie-Hotel-Echo-Romeo-Romeo-Yankee-Tango-Alpha-


November

C: Exactly.

S: May I know the exact dates so I can check if we still have available rooms?

C: Sure, that's for September 12 to 15, Thursday morning until Sunday morning next week.

S: May I know what type of room you would like to stay Ms. Tan?

C: Do you have a suite room?

S: I’m sorry to inform you Ms. Tan but all suite rooms has been booked on 12 th of September. How about
a Deluxe room instead we can transfer you once there’s an availability?

C: Okay, that’s fine.

S: Perhaps you didn’t know ma’am that we have new room rates, do you find that acceptable Ms. Tan?

C: Please tell me the price so that I can make a decision for that.

S: For a Deluxe room, we 12,000 pesos per room and per night Ms. Tan.

C: Okay.

S: As for the room Ms. Tan, do you prefer smoking or non-smoking?

C: Non-smoking please.

S: For the bed, what would like a queen size or a king size?

C: Queen size please.

S: Would you prefer to have a room with a view of The Grand Fountain?

C: Yes I would like to!

S: Great, would you like to confirm your reservation Ms. Tan?

C: Yes.
S: Okay, wait a second Ms. Tan.

S: Your reservation is now verified, I just need to know is your phone number Ms. Tan.

C: Okay, it’s 09209743151.

S: Let I repeat that Ms. Tan, it’s 09209743151. Ms. Tan how will the bill be settle?

C: Do you accept payment via credit card?

S: Yes ma’am, I need your credit card information to reserve your room. What type of card is it?

C: its visa, the number is 36782323.

S: I will repeat the number ma’am, its 36782323

C: Okay.

S: Alright Ms. Tan your reservation has been made for 12 th of September for a deluxe room with a queen
size bed and with a view of the Grand fountain. Your bill will be settle via visa amounting with a total of
12 thousand pesos, is that correct Ms. Tan?

C: Yes.

S: Is there anything else I can do for you?

C: Nothing, that’d be all thank you.

S: You’re welcome Ms. Tan, thank you for calling we’ll see you on September have a nice day!

Handling customer’s complaints script

Customer: Hello, I would like to register a complaint. I reserved an ocean view, but I am staring at the
street.

Staff: I apologize for the inconvenience, unfortunately all of our ocean view rooms are taken.

Customer: I'm sorry, that is not good enough. I reserved that room for a reason. Can you upgrade me to
a better room with a window view?

Staff: I'm sorry sir, unfortunately there is not much we can do in this situation, our corporate office has
outlined specific actions to take in this situation, and I am afraid they are not very flexible on this point.
Here is the corporate customer service number, please feel free to give them a call and share your
complaint.

Customer: Are you serious?! This is outrageous?! Is this how you treat all your customers?!

Staff: I am very sorry about the mixup. Let me check the neighboring hotels to see if they have any
ocean view rooms open. The cost is about the same and we would be more than happy to make the
reservation and help you get all of your baggage moved.

Customer: Oh... That’s okay. Thank you for the offer though.

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