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Script-for-Amendments-in-Reservation

The document is a scripted conversation between a front desk staff member and a guest who wishes to amend their hotel reservation. The staff confirms the guest's request to change the check-out date, assures them that there will be no additional charges, and informs them that a confirmation email will be sent. The interaction concludes with the staff expressing eagerness to welcome the guest on the new check-out date.

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55 views

Script-for-Amendments-in-Reservation

The document is a scripted conversation between a front desk staff member and a guest who wishes to amend their hotel reservation. The staff confirms the guest's request to change the check-out date, assures them that there will be no additional charges, and informs them that a confirmation email will be sent. The interaction concludes with the staff expressing eagerness to welcome the guest on the new check-out date.

Uploaded by

zaifijeanetaguinod
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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SCRIPT FOR AMENDMENTS IN

Front Desk Staff:


RESERVATION
I’ll double-check the rates for that date...
Scenario: Guest Calls to Amend Reservation [Pause]
Your rate for that new date will remain the same
Front Desk Staff: as initially booked, so there’s no extra charge for
Good [morning/afternoon/evening], thank you for the change. However, I do want to confirm that
calling [Hotel Name], this is [Your Name] your current room is available on the new check-
speaking. How can I assist you today? out date. I’ll finalize the update now.
Just to confirm: you’re requesting a new check-
Guest: out date of [new date], correct?
Hi, I’d like to make a change to my reservation,
please. Guest:
Yes, that’s right.
Front Desk Staff:
Of course! I’d be happy to help with that. Could Front Desk Staff:
you please provide your reservation number or Perfect! I will update that for you now. You’ll
the name under which the booking was made? receive a confirmation email shortly with the
updated details.
Guest: Is there anything else I can assist you with
The reservation is under [Guest’s Name], and the regarding your stay?
number is [Reservation Number].
Guest:
Front Desk Staff: No, that’s all for now. Thank you so much for your
Thank you, [Guest’s Name]. Let me quickly pull up help.
your reservation...
[Pause while the staff checks the system] Front Desk Staff:
I have your reservation here. You’ve booked a You're very welcome! I’ve updated your
[room type] from [check-in date] to [check-out reservation, and you’ll receive an email
date], is that correct? confirmation shortly. If you need anything else,
feel free to reach out. We look forward to
Guest: welcoming you to [Hotel Name] on your new
Yes, that’s correct. However, I need to change the check-out date! Have a wonderful day!
check-out date to [new date]. Is that possible? Goodbye!

Front Desk Staff:


Let me check availability for that new check-out
date...
[Pause to check availability]
I see we have availability for that date, so I can
adjust your reservation for you. I will update your
check-out date to [new date].

Guest:
That’s great. Will there be any additional charges
for changing the date?

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