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Mock Call Script 2

The document contains a mock call script for hotel reservations. It outlines the process and questions an agent would ask a caller when taking a reservation over the phone. This includes gathering arrival/departure dates, guest details, room type preferences, payment details, and confirming the reservation details.

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Mary Shaina Iniego
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© © All Rights Reserved
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32 views3 pages

Mock Call Script 2

The document contains a mock call script for hotel reservations. It outlines the process and questions an agent would ask a caller when taking a reservation over the phone. This includes gathering arrival/departure dates, guest details, room type preferences, payment details, and confirming the reservation details.

Uploaded by

Mary Shaina Iniego
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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Mock Call Script

-Telephone Greeting
Good morning. Thank you for calling ______Hotel. this is _____ speaking from the reservation,
how may I help you?
-Arrival/ Departure
(Spare) Certainly. Before we proceed on the reservation process, may I have your full name
please?
That’s (Phonetic alphabet). Did I get the correct spelling ma’am/sir?
:Do you have any preferred date?
One moment please, let me check the system if there are any available rooms from ___ to ___.
:Thank you for waiting. Yes we have several rooms available for that particular days
And for how many days do you indent to stay in our hotel ma’am/sir? Okay
-Guest per room
Great. The reservation is for how many guest ma’am/sir?
(If group) : how many person will occupy the room?
Would you like a room ______
A total of ___ guest.

-Preferred Room Type


Do you have any room preference?
Im sorry to inform you ms./sir, but we do not have a smoking room however we have a smoking
area within the premises.
Upselling
Would you prefer to have a room with the City view of?
(state the rooms and inclusion)
Which of these do you prefer ma’am?
Room Prices
And that is _____ pesos.
Room Guarantee
Shall we proceed on the reservation process?
Great. Ms. /Sir as per the hotel policy, let me inform you that we are requiring at least 50%
deposit to confirm your reservation.
May I have your telephone number and address please?
Thank you for the information ms./sir. For security purposes, can I get your email address so that
we can sent to you the instruction and security link where you can provide your credit card
information.
Inquire Special Request
Do you have any special request?
Noted ms/ Sir.
Review Reservation
May I confirm your reservation?
We wish to confirm a reservation under your name ______, with the telephone number _______
your email address is ___________ @(at)______ from _____. You are checking in on ___
departing on____. Staying in our room for Php ____ pesos. And you wish to settle the
account via ___ Credit Card with number ______ expiring on ___ 20___ and you requested for a
_____ room _______________________
Did I get all the information correct ms/sir?
Number Confirmation
By the way, we are sending a letter of confirmation right after this call via email. Meanwhile
your confirmation number is 21775
Again your confirmation number is 21775
By the way we wish to inform you that our check in time is at two o’clock in the afternoon and
our check out time will be 12 noon in (Departure date)
Thank you for choosing Aria Grandeur Hotel for your accommodation need and we wish to see
you on ___.
Thank you and good bye.

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