FINAL PERFORMANCE TASK- OVERBOOKING

Summary

The 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

00:00

📞 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.

05:01

🚗 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.

10:04

🏨 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.

15:06

🍽️ 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.

20:08

🥐 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.

Keywords

💡Reservation

A reservation in the context of the video refers to the act of booking a room at a hotel in advance. It is a common practice for travelers to secure accommodations before arriving at their destination. In the script, the guest, Miss Zari, makes a reservation for a deluxe queen room at the Estrella del Norte hotel for a stay from December 23, 2021, to December 30, 2021.

💡Observation Agent

An observation agent in this scenario is a hotel staff member who assists customers with their reservations and ensures their needs are met. Ifanaya Myrmita, the character in the script, serves as the observation agent for Miss Zari, helping her with the reservation process and answering her queries.

💡Room Availability

Room availability refers to whether a hotel has vacant rooms for guests to book. It is a critical aspect of the reservation process. In the script, the observation agent checks for room availability for Miss Zari's desired dates and confirms that rooms are available for her stay.

💡Deluxe Queen Room

A deluxe queen room is a type of hotel room that typically offers more amenities and space than a standard room, featuring a queen-sized bed. In the script, Miss Zari requests a deluxe queen room, indicating her preference for a more comfortable and spacious accommodation.

💡Rack Rate

The rack rate is the standard or published price for a hotel room. It serves as a reference for pricing and can be compared to discounted or negotiated rates. In the script, the rack rate for the deluxe queen room is $345, which is the price Miss Zari agrees to pay for her stay.

💡Personal Details

Personal details are the information provided by a guest to a hotel for identification and record-keeping purposes. This can include full name, contact information, and nationality. In the script, Miss Zari provides her full name, contact number, and nationality (Manila, Philippines) as part of the reservation process.

💡Flight Details

Flight details refer to the specific information about a guest's flights, including flight numbers, departure and arrival times, and airports. These details are often required by hotels to arrange transportation services for guests. In the script, Miss Zari shares her flight details for her arrival and departure, which the hotel uses to arrange her transportation.

💡Special Requests

Special requests are additional services or preferences that a guest may require during their stay, beyond the standard offerings. In the script, Miss Zari makes a special request for an alcoholic beverage, which the hotel notes and accommodates as part of her reservation.

💡Confirmation Number

A confirmation number is a unique identifier provided by a hotel or service provider to confirm a reservation. It serves as proof that the booking has been successfully processed. In the script, Miss Zari receives a confirmation number after finalizing her reservation, which she uses to check in at the hotel.

💡Check-in and Check-out

Check-in and check-out are the processes of registering for a stay at a hotel (check-in) and leaving the hotel after the stay (check-out). These processes involve verifying the guest's identity, assigning a room, and settling any bills. In the script, Miss Zari goes through both processes, initially at the Estrella del Norte hotel and then at the Diamond Blue Hotel Resort after her reservation is transferred.

💡Room Service

Room service is a hotel service that allows guests to order food and beverages to be delivered to their rooms. It provides convenience for guests who prefer to dine privately. In the script, Miss Zari orders tea and croissant bread through room service during her stay at the Diamond Blue Hotel Resort.

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