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.