Front office handling complaint ums

Summary

In this script, a guest named Kamala Carruth calls to book a deluxe room for June 29th, specifying a room with a ceiling fan. However, upon check-in, she is mistakenly given a standard room without a fan. After a brief but tense exchange with the front desk, the manager is called to rectify the situation. The hotel offers a complimentary dinner as an apology and assures her that her luggage will be moved to the correct deluxe room. The script highlights the importance of customer service and the hotel's efforts to resolve the issue, turning a negative experience into a positive one.

Takeaways

• 📞 The call begins with a customer service representative confirming a deluxe room booking for June 29th.
• 🔍 The customer, Kamala Carruth, requests a room with a specific feature, a ceiling saver, which seems to be misunderstood as 'saffron' or 'candlenuts'.
• 💳 Kamala Carruth intends to pay for the room using her credit card and is booking for one person.
• 🏨 Upon arrival, Madame Curie (Kamala Carruth) is mistakenly given a standard room instead of the deluxe room she reserved.
• 🤔 There is confusion about the room features, with the customer repeatedly asking for a deluxe room with a ceiling saver, which is not provided.
• 🙅‍♀️ Madame Curie is not satisfied with the room she was given and requests to speak with a manager.
• 👔 The manager arrives and acknowledges the mistake, offering an apology and a solution to the problem.
• 🍽️ As compensation for the inconvenience, the hotel offers Madame Curie a free dinner while they arrange her new room.
• 🧳 The hotel also offers to assist with moving Madame Curie's luggage to the new room once the change is complete.
• 👍 Madame Curie appreciates the assistance and acknowledges the bellboy's efforts, despite the initial issue.
• 💬 There is a theme of miscommunication and misunderstanding throughout the script, highlighting the importance of clear communication in customer service.

Q & A

What type of room did Kamala Carruth initially book for June 29th?

Kamala Carruth initially booked a deluxe room for June 29th.

How does Kamala Carruth want to be addressed?

Kamala Carruth prefers to be addressed as Madam Carew.

What payment method did Kamala Carruth intend to use for the reservation?

Kamala Carruth intended to pay using her credit card.

How many people were expected to stay in the room according to the reservation?

The reservation was made for one person.

What special request did Kamala Carruth make regarding the room?

Kamala Carruth requested a room with a ceiling.

What was the room number assigned to Kamala Carruth's reservation?

The room number assigned was three through six, which seems to be a miscommunication as room numbers are typically singular.

What issue did Kamala Carruth encounter upon checking in?

Upon checking in, Kamala Carruth found that she was given a standard room instead of the deluxe room she had booked.

What was the hotel staff's initial response to the room issue?

The hotel staff initially did not acknowledge the mistake and provided a standard room without the requested features.

How did the hotel manager attempt to resolve the issue?

The hotel manager offered a free dinner and assistance with moving the luggage to the correct room as a form of compensation.

What was Kamala Carruth's reaction to the hotel's offer of compensation?

Kamala Carruth seemed to accept the offer of a free dinner and appreciated the assistance with moving her luggage.

What was the final outcome of the interaction between Kamala Carruth and the hotel staff?

The interaction ended with the hotel staff agreeing to correct the room issue and provide additional services as compensation.