FINAL PERFORMANCE TASK- OVERBOOKING
Summary
TLDRThe script details a customer's reservation and stay at the Estrella del Norte hotel, which is disrupted by a room issue. The guest, Miss Zaira Monteverde, is accommodated at a sister hotel, the Diamond Blue Hotel Resort, where she enjoys various amenities and services. The narrative includes interactions with hotel staff, check-in and check-out procedures, and highlights the guest's positive experience despite the initial setback.
Takeaways
- 🏨 The caller, Zaria Monteverde, is reserving a deluxe queen room at the Estrella del Norte hotel for six nights and seven days from December 23 to December 30, 2021.
- 🚗 Zaria arranges for transportation with a Mercedes multi-purpose van upon arrival and a Mercedes S-Class for departure.
- 💳 Zaria confirms her reservation by providing her personal details and credit card information for a guaranteed booking.
- 🚨 Due to a mechanical issue in Zaria’s reserved room, the hotel offers to move her to a sister hotel, the Diamond Blue Hotel Resort, with an upgrade.
- 💼 Zaria checks in at the Diamond Blue Hotel Resort, where she receives a room number, key card, and information about complimentary breakfast, the spa, and the rooftop swimming pool.
- 🍽️ Zaria orders room service (tea and croissant) and is assisted by the bellman at the hotel.
- 💡 Zaria is informed about the hotel’s club membership program, which offers exclusive services such as access to the restaurant, gym, spa, and conference rooms.
- 🛎️ Zaria checks out of the Diamond Blue Hotel Resort, verifies her charges, and settles her bill using a credit card.
- 🧳 Zaria leaves her luggage in the storage facility while going out to eat and later retrieves it before departure.
- ✈️ The hotel arranges for a Mercedes S-Class to take Zaria to the airport at 2 p.m., concluding her stay.
Q & A
What is the name of the hotel where the reservation was initially made?
-The initial reservation was made at Estrella Del Morta Hotel.
Why was the guest's room at Estrella Del Morta Hotel unavailable upon arrival?
-The guest's room was placed out of service due to a burst pipe in the bathroom causing flooding.
What was the guest's original date of arrival at Estrella Del Morta Hotel?
-The guest's original date of arrival was December 23, 2021.
How many nights was the guest originally planning to stay at Estrella Del Morta Hotel?
-The guest was planning to stay for six nights and seven days.
What type of room did the guest reserve at Estrella Del Morta Hotel?
-The guest reserved a Deluxe Queen room.
What was the rate for the Deluxe Queen room at Estrella Del Morta Hotel?
-The rate for the Deluxe Queen room was $345.
What was the guest's flight code and time for arrival at Estrella Del Morta Hotel?
-The guest's flight code for arrival was PR2345 at 12 PM.
What type of car did the guest request for transportation upon departure from Estrella Del Morta Hotel?
-The guest requested a Mercedes S-Class for transportation upon departure.
What was the guest's special request for the room at Estrella Del Morta Hotel?
-The guest requested an alcoholic beverage.
What was the name of the sister hotel the guest was transferred to after the initial reservation issue?
-The guest was transferred to Diamond Blue Hotel Resort.
What was the guest's room number at Diamond Blue Hotel Resort?
-The guest's room number at Diamond Blue Hotel Resort was 1105.
Outlines
📞 Reservation Call with the Hotel
Miss Zaria Monteverde calls Estrella del Norte Hotel to reserve a room. The hotel agent, Ifanaya Myrmita, assists her with booking a Deluxe Queen room for six nights from December 23-30, 2021. Zaria provides her details, including her name, contact information, flight codes, and preferences for transportation (Mercedes Multi-purpose van for arrival, S-Class for departure). She confirms the $345 room rate and opts to pay by credit card. The agent confirms Zaria's reservation and explains hotel check-in policies.
🚗 Room Unavailability and Relocation
Upon Zaria's arrival at the hotel, she learns that her reserved room is unavailable due to mechanical issues (a burst pipe). The hotel offers to transfer her to their sister property, the Diamond Blue Hotel, with an upgraded room as compensation. Though initially upset due to her long flight, Zaria agrees to the arrangement. The hotel porter Samuel assists her with the transfer to Diamond Blue Hotel, where a new reservation has already been processed for her.
🏨 Check-in at the Diamond Blue Hotel
At Diamond Blue Hotel, Zaria is greeted by hotel porter Mateo, who helps with her luggage. She checks into her Deluxe Queen room for six nights. The front desk agent confirms her booking details, including transportation for departure and her request for an alcoholic beverage. Zaria is given her room key, informed about hotel facilities (including complimentary breakfast, spa, and swimming pool), and provided a Wi-Fi passcode. Mateo assists Zaria in reaching her room and gives her a brief tour of the amenities.
🍽️ Exploring Hotel Services and Membership
Zaria inquires about the services available at the hotel. Mateo explains the various amenities, including the restaurant (offering global cuisines), gym with personal trainers, convention hall, conference room, infinity pool, spa, souvenir shop, and bar. He also introduces the hotel’s club membership program, which offers exclusive perks like lifetime access and family benefits. Zaria is shown how to use her room’s key card and given further assistance to settle in.
🥐 Room Service and Departure
During her stay, Zaria orders room service, requesting tea and croissant bread. As she checks out of the hotel, the front desk confirms her incidentals and transportation details. Zaria opts to settle her account via credit card. Her requested Mercedes S-Class is arranged to transport her to the airport. She leaves her luggage in the hotel’s storage facility while she goes out for a meal, and upon her return, the bellboy Mateo assists her in retrieving her luggage and boarding her car.
Mindmap
Keywords
💡Reservation
💡Observation Agent
💡Room Availability
💡Deluxe Queen Room
💡Rack Rate
💡Personal Details
💡Flight Details
💡Special Requests
💡Confirmation Number
💡Check-in and Check-out
💡Room Service
Highlights
Introduction to reservation process and greeting by agent Ifanaya Myrmita.
Customer, Miss Zaria Monteverde, requests a room reservation for December 23, 2021, to December 30, 2021.
Room selection process: Miss Zaria chooses a deluxe queen room at a rack rate of $345.
Customer provides personal information, including full name, phone number, and email.
Transportation preferences: Miss Zaria requests a Mercedes multi-purpose van for arrival and a Mercedes S-Class for departure.
Customer specifies special request for an alcoholic beverage.
Payment details provided, confirming reservation with a credit card.
Hotel policies explained: check-in, checkout times, and requirement of valid ID or passport.
Room out of service due to mechanical issues (burst pipe); customer is transferred to sister hotel, Diamond Blue Hotel Resort.
Arrival at Diamond Blue Hotel: new reservation processed under the same conditions, including transportation and special requests.
Customer receives room key and orientation about hotel amenities, including breakfast, spa, swimming pool, and gym.
Club membership program explained to the customer, highlighting exclusive services such as personal trainers, event hosting, and access to facilities.
Customer orders room service: tea and croissant delivered by hotel staff.
Checkout process: customer verifies final bill and uses a credit card for remaining charges.
Customer prepares for departure, assisted with luggage and provided a Mercedes S-Class transportation to the airport.
Transcripts
pre-arrival
[Music]
thank you for calling estrella del morta
hotel
this is ifanaya myrmita your observation
agent for today
how can i help you with i would like to
reserve a room please
okay ma'am but before we proceed to our
reservation
may i know how do you want to be
addressed
just miss erie it's a pleasure to assist
you miss arie
may i know your date of arrival sure
i will be there this coming december 23
2021 okay ms zari how long will you be
staying in our hotel
may i know if this reservation is under
your name
or somebody else i'm going to stay there
for six nights and seven days
so i will depart on december 30 2021
and yes it's my reservation all right
miss zari may i know how many adults or
children that will be staying in your
room
i am staying in the room alone
all right miss zari please excuse me for
a moment
let me check first the room availability
in our system
good thing we have rooms available for
your chosen dates
do you have any room preference in your
mind missouri
oh i would like to have the deluxe queen
room please
sure ma'am how about the roommate
the rock great one okay
a deluxe queen under the rack rate will
cost
345 dollars is that all right nasari
yes i'll take that one
all right mizari can i ask for your
personal details
first may i know your surname and then
your first
name my surname is monteverde then my
first name is zaria
for your surname it's spelled as mike
oscar november tango echo
victor echo romeo
delta echo then your first name is
spelled as
zuglu alpha romeo india
yankee alpha hotel
am i correct missouri correctly
all right your title would be missouri
and may i know
what country you came from yes i'm from
manila philippines
noted missouri your language is english
or
tagalog am i right yes either of the two
how about your phone number miss arie
0933 936-5458
all right mizari do you need an
assistance in arriving at our hotel
sure that would be great may i know your
flight details please
my flight code is pr2345
how about your flight code for departure
missouri
for the departure the flight code is pr
3567
so when will be the arrival time and
your departure time is zary
my arrival time is on 12 pm and my
departure time is on 1 30 pm
all right mizari what type and brand of
the car would you prefer to use
for your arrival and departure um
i'd prefer the mercedes multi-purpose
van
and for the departure i'd prefer the
mercedes s-class
note ad missouri so the code for the
mercedes
multi-purpose van would be 1b and the
code for the mercedes s-class is 1c
do you have any special requests
missouri
um actually i do have an alcohol
beverage
do you have any of course miss arie we
do have an alcoholic beverage
and its code is alc is that all ma'am
yeah so what is your reservation type
nasari
is it a group individual or company
affiliated
it's an individual okay how about the
market geosource
and channel org it's in the philippines
no dead missouri all right
how would you like to pay for your
reservation missouri
we accept via cash credit or debit card
check or online mode i'll just pay
through credit card
okay miss arie may i know your credit
card details
oh sure um my credit card number is
three one four one five nine
two six five three five eight
nine seven nine three may i also ask for
its expiry date
that's on december 30 2024
so missouri monteverde is a caller and
for your contact number
is
[Music]
eight am i 0933-936-5458 missouri yes
and may i know your fax or email address
missouri
my email ad is i amzari monteverde
gmail.com
okay miss arie may i recap all the
details you have given me
so a deluxe queen with a rack rate of
345 dollars
is booked for december 23 2021
for seven days and six nights under the
name of
missouri monteverde and you will depart
on december 30
2021. may i recall your number
is nine 093393
six five four five eight and your email
address
is i am sorry monteverde gmail.com
is that correct missouri for your flight
details your flight code for arrival is
pr2345 at 12 pm
your flight code for departure is pr
3567
and your core type for transportation
for arrival is a mercedes
a multipurpose van with a code of 1b
and also your core type for
transportation for your departure
is mercedes s-class lastly your special
request is an alcoholic
beverage excluded and its code is alc
your reservation type is individual then
your motive payment is through credit
card
your credit card number is four 3141
five nine two six five three five
eight nine seven nine three
all right would you like this
reservation to be guaranteed or non
guaranteed
i would like it to be guaranteed okay
missouri i will send you an email about
your confirmation number
so your confirmation number is five zero
two five
one all right nazari you have been
confirmed on your reservation
would you allow me to talk about the
general policies in our hotel
go on during check in a state of id or
passport is required
our hotel requires this identification
for two main security reasons
check-in time is anytime after 2 pm
if you arrive earlier the receptionist
will be pleased to store your luggage
until your room is ready check out time
is 11
a.m or noon so housekeepers have time to
clean their rooms for the next guest
please inform the receptionist if you
wish to retain your room
during this time okay noted
so do you have additional inquiries or
amendments regarding your reservation
missouri
none in case of additional queries you
can always call us
thank you for making your reservation at
estrala del morta hotel
have a good day missouri thanks bye
during arrival venistardus madame
welcome to the estrella del lorde hotel
gonna stardust the nest artist madame
welcome to the estrella del norte hotel
how may i help you i would like to check
in
okay ma'am may i ask for your
confirmation number and valid id
yeah here's my confirmation number and
valid id thank you ma'am
ma'am is this reservation under the name
of miss aria monteverde
with a deluxe queen room uh yes
i am very sorry to inform you mom that
your room has been placed out of service
for mechanical reasons and we noticed
that in your room
there was a pipe that bursted in toilets
in the bathroom
and there's some water that's flooding
so what are you trying to say since we
are fully booked in this hotel
i know we don't have any rooms and for
your own safety we decided to put that
room out of service however we will
complimentary try to transport you to
our sister hotel
across the street and upgrade you to our
next category
if it is okay with you ma'am i
came here from a long flight and this is
what will happen
oh gosh fine recommend me to the nearest
and suitable hotel for me
sure ma'am uh everything will just take
about 10 to 20 minutes
again don't worry ma'am i'll process
your reservation to our sister hotel
and we are very sorry for the mechanical
issue that happened
and we just want to put your safety
first and we also guarantee you that our
sister hotel would be very accommodating
to their guests
ma'am this is samuel or hotel porter
and he will assist you to our sister
hotel which is the diamond
blue hotel resort and i already
processed your reservation and here's
your confirmation number
okay let's go thank you for
understanding and considering our
situation now
have a great day so is this the hotel
you are trying to say
yes ma'am this is our sister hotel we
guarantee you that you will enjoy your
stay here okay thanks
when it started senora welcome to the
diamond blue hotel resort
i am matteo your hotel porter for today
let me assist you with your luggage
great thank you for the help mateo uh
you have two luggage in total ma'am am i
correct
oh yes i only have two luggage
okay mom shall we head into the lobby
area bona starda senora
welcome to the diamond blue hotel resort
how may i help you
i would like to check in please all
right but before that
may i have your confirmation number and
valid id
to verify your reservation first my
confirmation number
and valid id by the way the australia
del norte hotel booked me a room here
thank you ma'am
oh this reservation is under the name of
miss zaria monteverde
and you will be staying for six nights
and seven days and you will depart on
december 30
2021 you'll be staying alone in a room
of deluxe queen
with a rack rate of 345 dollars
and you also requested for a
transportation
for your departure with the type of car
of
a mercedes-s-class with your flight
details of
pr3567 at exactly 3 p.m
and also requested for an alcohol
beverage
and you guaranteed this reservation
through credit card
and your mode of payment is also through
credit card
am i correct ma'am yes
okay mom here's your valid id finally
you're successfully checked in ma'am
your room number is 1105 and please hold
on for a moment while i'll process your
registration card
sign this registration card at the
bottom part ma'am
yes pinky ma'am here's her key card
you can take the levator at this side up
to the 11th floor
and when you get off from the levator
just turn right
your room is located at the end of the
corner on the left hand side
and also you will have your
complementary breakfast
at 7 a.m until 10 a.m in the morning
at our restaurant it is located at the
fifth floor left side of the wing
and our spa is located at the seventh
floor of this building
and our swimming pool is located at the
rooftop of the building too
and will open at 7 00 am and will close
at 10 pm in the evening
also ma'am if you have any concerns or
further questions don't hesitate to call
the front desk
you may also have this map for you to be
guided
and this menu if you need any room
service
and the wi-fi passcode a name is
included there well do you need any
assistance for you ma'am yes of course
all right i'll be calling a bellman for
you
missouria this is mateo your hotel
porter for the day
he will be the one to assist you into
your room i hope you'll enjoy your stay
at this hotel madam
okay let me assist you mom and head into
your hotel room
okay may i know some of the services
in this hotel please sure ma'am that
would be great
regarding for your question yes we have
services in this hotel that we can offer
you
but we also have a club membership
program
may i know what a club membership is all
about
yes ma'am a club membership program is a
privilege given by hotel to guests
and guests will enjoy a myriad of
special services exclusive only to those
who avail during their stay
and wish a regular guest cannot enjoy it
offers different facilities here in our
hotel
we have restaurant gym convention hall
conference room swimming pool spa
souvenir shop
and also a bar for our restaurant it is
located at the fifth floor at the left
side of the wing
it will open at 6am in the morning and
will close at
11 pm in the evening so it offers eat
all you can from breakfast to lunch
which you can experience not only
spanish mexican or filipino cuisines
but it includes hundreds of different
types of dishes
including desserts from different
countries around the world
so for origination it is located at the
eighth floor right side of this
building you can see a big gymnasium
hall sign at this floor
and also you won't get lost because the
gymnasium hall is quite very big
so for this it can offer you your own
personal trainer
and these coaches are very well trained
which is very advantage for you
the equipments that you will use are new
and sanitized as well so that it is safe
you can also have your own locker room
or personal space to store your things
especially your back if you are a new
member you can have a free piece of
an activewear which you can personally
engrave your
name in spanish version but sadly if you
are a regular customer
you can only use the gym but with a
limited time
only the gym opens 24 7 for vip guests
for our big convention hall you can rent
or host a party there
also for our conference room we can
offer you a peaceful view
while you are in a meeting or conference
as well as snacks like pizza lasagna
big mac and many more if you'd like to
request
and have some so for our swimming pool
it is located at the rooftop of the
building too
it will open at 7am and will close at 10
pm in the evening
there you can find our big infinity pool
and it's worth instagramable for
we can also offer you champagne or
drinks
as it has a bar located near the pool
if you want to feel relaxed and stress
free
we have our spa located on the seventh
floor
there you can have a full body massage
and a mani pedicure as well
also for our souvenir shop we have some
local
imported souvenirs that you can bring
home
and some of the souvenirs are from
europe as well
also for our bar we can offer you
imported drinks
and champagne and as well you can try to
mix your own alcohol beverage
in any way you want well it's not bad at
all also mount the club membership
program
can be a lifetime membership as well and
your family can try these special
services
this way ma'am
this is your roommate all right ma'am so
this is how to use your key card
so just swipe at the detector and it
will open automatically
after that you can place your key card
at the right side of the wall so you
won't misplace it
also your wardrobe is located at the
left side of that
area and you can use these hangers to
hang your clothes here
is there a wi-fi here or something we do
have a wi-fi here
you can see the wi-fi name and passcode
in the menu given by the front desk
agent earlier
and also you can use that if you need
any assistance or room service
is there anything else i can do for you
ma'am
oh as for the moment there's none
all right mom if you need an assistance
don't hesitate to call the front desk
have a great day ma'am at yas madam
adios thank you for the informations
during occupancy
[Applause]
this is a front desk agent how may i
help you
oh hello good morning can i ask for a
tea and croissant bread
sure mommy i know your room number oh
it's
room 1105
all right mom please wait for a minute
mom is there anything else i can help
you with
oh no tea and croissant bread would be
enough
all right ma'am the bellman would be
there in a minute with their tea and
croissant bread
okay thanks
you have your tea and croissant bread as
requested
oh thanks
no problem ma'am is there anything else
i can help you with
no these would be enough thank you
during departure when i started senora
how may i assist you
i am checking out all right mom may i
have your name and room number please
zaria monteverde from room 1105
all right miss montaverda do you have
any last minute consumption
in our hotel facilities nah
i have none okay mom may i have your
room key card please
oh here all right ma'am
good morning room 1105 for checkout
please
thank you i'll just print your bill mom
please hold on for a moment
by the way ma'am how was your stay well
eventually it's
cool than i expected and i guess
i enjoyed my stay here
oh that's very good to hear about your
remarks about our hotel ma'am
alright mom your room is already paid
upon check
in and these are your remaining
incidentals upon
availing our room services restaurant
and mini bar
also ma'am kindly check your guest folio
before we proceed
to any checkout procedures
well it is correct
oh here all right mom how would you like
to settle your account please
through credit card darling all right
here's your credit card
and may i have your signature here
one more thing miss monteverda i would
like to inform you that
a mercedes-as-class type of car that you
requested will be here at exactly
2 pm and we'll send you off at the
airport
oh yes thank you thank you so much for
choosing diamond blue hotel resort
i hope you'll stay and come again in the
future also please check your belongings
and make sure there's nothing left
behind please hold on for a moment
i will call a bell boy to assist you in
your luggage
this is mateo your belmont for today and
he will assist you in your luggage
oh wait i'm going outside for a moment
to eat
and perhaps can you tell me where i can
live my luggage
sure ma'am you can leave it in the
storage facility
but first we need to follow the
procedures and storing your luggage in
the storage
facility i can assist you in the front
desk area so that you can fill out the
necessary informations all right mom
please fill up these necessary
informations
upon storing your luggage in the storage
facility
okay
can i have your luggage ma'am so that i
can put it in the storage facility
sure
thank you here's our claim still mom i
will also collect her clam stuff once
i'm going to release her luggage
after she's done eating she came back to
the hotel to claim her luggage
i'm here to claim my luggage good
afternoon again ma'am in releasing your
luggage i need to claim reclaim stubs
oh yes here it is
let me assist you ma'am in your luggage
thank you
you have two luggage in total am i
correct ma'am
yes you're right
let me assist you outside of the hotel
the mercedes-esque is already waiting
for you ma'am
for clarification
you
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