Handling Reservation Call - Front Office | HRAB1 PT1

Summary

In this call transcript, Joy from Philippine Plaza Manila assists Georgia Beltran in booking a luxury room for her wedding anniversary on November 25th. Georgia opts for the Romantic Escape package, which includes a variety of amenities and services. She requests a late checkout and a cake for the celebration. Joy confirms the reservation and provides details on payment and check-in procedures, ensuring a memorable stay.

Takeaways

• 📅 Georgia Beltran is making a reservation for November 25th for one night.
• 🏢 The hotel has several rooms available for that date, including superior, luxury, and luxury Club rooms.
• 🎎 Georgia is celebrating her first wedding anniversary with her husband.
• 🌆 The luxury Club rooms offer a view of Manila Bay and access to the Executive Club Lounge.
• 💖 The hotel offers a 'Romantic Escape package' suitable for anniversary celebrations.
• 🍰 The package includes amenities like macarons, fruit basket, breakfast, dinner buffet, couple massage, and pool access.
• 💵 The luxury room with a full view costs 23,900 pesos, while the luxury Club room is 28,990 pesos, including taxes and fees.
• 🛏️ Georgia prefers a luxury room with a king-sized bed and a view.
• 🕒 She requests an early check-in but is informed it's not guaranteed, but a late check-out is available for an additional fee.
• 🎂 Georgia plans to surprise her husband with a cake and inquires about arranging it through the hotel.
• 💳 Georgia will pay using her Visa card, with a 50% deposit required for the package rate.

Q & A

What is the name of the hotel mentioned in the script?

The name of the hotel is Philippine Plaza Manila.

Who is the person making the reservation?

The person making the reservation is Georgia Mikella Beltran.

What is the date of Georgia's arrival at the hotel?

Georgia's arrival date at the hotel is November 25th.

How many nights is Georgia planning to stay at the hotel?

Georgia is planning to stay for one night only.

What type of rooms are available for Georgia's preferred dates?

The available rooms for Georgia's preferred dates include superior rooms, luxury rooms, and a luxury Club room.

Which room type does the reservation agent suggest for Georgia's stay?

The reservation agent suggests the luxury and luxury Club rooms for Georgia's stay.

What is included in the 'Romantic Escape package' that Georgia is interested in?

The 'Romantic Escape package' includes a box of French macarons, flower juice, fruit basket, breakfast and dinner buffet at Spiral, a full body couples massage at Play spa, and access to the pool and gym.

What is the cost of the 'Romantic Escape package' for a luxury room with a full view?

The cost of the 'Romantic Escape package' for a luxury room with a full view is 23,900 pesos.

What is the additional service Georgia requests for her wedding anniversary celebration?

Georgia requests an early check-in and a cake for her wedding anniversary celebration.

Is the early check-in guaranteed for Georgia's arrival date?

The early check-in is not guaranteed for Georgia's arrival date as the room was already booked the previous night.

What is the standard check-out time at the hotel?

The standard check-out time at the hotel is 12:00 noon.

How does Georgia plan to settle her bills at the hotel?

Georgia plans to settle her bills via credit card, specifically using her Visa card.

Outlines

00:00

🏨 Room Reservation Inquiry

Joy, the hotel representative, receives a call from Georgia Beltran who wishes to make a reservation for November 25th for one night. Georgia is interested in a room suitable for couples. Joy informs her about the available room types: superior, luxury, and luxury Club rooms. She suggests the luxury Club room for its cityscape view and additional privileges. Joy also mentions a 'Romantic Escape package' that includes amenities like macarons, a fruit basket, breakfast, dinner buffet, a couples massage, and pool access, which Georgia is interested in. Georgia decides on a luxury room with a full view for their wedding anniversary, and Joy checks for an early check-in but finds it unavailable, suggesting a late checkout instead. Georgia also requests a cake for the celebration.

05:00

📝 Reservation Confirmation

Joy confirms Georgia Beltran's reservation details, including her name, check-in and check-out dates, the Romantic Escape package, room type with a king-size bed, and the requested late checkout. The total cost is 23,900 pesos, including taxes and fees. Joy also confirms Georgia's payment method, a Visa credit card ending in 9233, and mentions a 50% deposit requirement. Joy asks for Georgia's contact information and address, and Georgia confirms all details are correct. Joy assures Georgia that a confirmation letter will be sent to her email and reminds her of the check-in time and the conditions for the late checkout. The call ends with Joy wishing Georgia a nice day and looking forward to her stay.

Keywords

💡reservation

A reservation is a booking made in advance for a service such as accommodation, travel, or an event. In the context of the video, the term is used when Joy assists Georgia in booking a room at the hotel for a specific date. It is a crucial part of the hotel's service to ensure guests have rooms available for their stay.

💡vacancy

Vacancy refers to an unoccupied space or room, especially in the context of lodging. In the script, Joy checks for vacancies to confirm if there are available rooms for Georgia's requested dates, which is essential for fulfilling the reservation request.

💡luxury rooms

Luxury rooms are accommodations that offer high-end amenities and services. The script mentions luxury rooms as one of the available options for Georgia, suggesting they provide an upscale experience, which is a key selling point for the hotel.

💡Executive Club Lounge

The Executive Club Lounge is an exclusive area in a hotel that offers additional privileges to guests, such as complimentary food and beverages. In the script, it is part of the luxury Club room package, indicating a higher level of service and comfort for guests who choose this option.

💡promotion

A promotion is a limited-time offer designed to attract customers with special deals or discounts. The 'Romantic Escape package' mentioned in the script is a promotion aimed at couples celebrating their wedding anniversary, enhancing the hotel's appeal to a specific demographic.

💡anniversary

An anniversary is the annual recurrence of a date marking a significant event. In the video, Georgia is planning to celebrate her wedding anniversary at the hotel, which is the central theme of her reservation and the reason for her interest in the Romantic Escape package.

💡check-in

Check-in is the process by which a guest formally arrives at a hotel and is given their room key. The script specifies that check-in is at 3:00 PM, which is important information for Georgia to plan her arrival and start enjoying the hotel's facilities.

💡late checkout

Late checkout allows guests to leave their hotel room later than the standard checkout time, often for an additional fee. Georgia requests a late checkout, which is considered but not guaranteed, indicating a service that can add flexibility to a guest's stay.

💡special request

A special request is a non-standard accommodation that a guest asks for, such as a specific type of room or additional services. Georgia's request for an early check-in and a cake for her anniversary celebration are examples of special requests that the hotel tries to accommodate.

💡confirmation

Confirmation in the context of a hotel reservation is the final step where the details of the booking are verified and agreed upon by both the guest and the hotel. The script mentions that a letter of confirmation will be sent to Georgia, which is essential for ensuring that all the arrangements are correct.

💡loyalty program

A loyalty program is a marketing strategy where customers who frequently use a business's services are rewarded. Joy asks Georgia if she is a member of such a program, suggesting that the hotel values repeat customers and offers incentives for their loyalty.

Highlights

Reservation inquiry for the weekend

Availability check for November 25th

Request for a one-night stay

Introduction of available room types: superior, luxury, and luxury Club

Recommendation of luxury and luxury Club rooms for couples

Description of luxury Club room benefits including cityscape view and Executive Club Lounge access

Promotion of the 'Romantic Escape package' for wedding anniversary

Inclusion of amenities in the package: macarons, juice, fruit basket, breakfast, dinner buffet, and couple massage

Pricing for the package in luxury room and sofiel weed

Request for a king-sized bed

Inquiry about special requests for the wedding anniversary celebration

Request for early check-in and availability check

Offer of late checkout as an alternative with an additional fee

Arrangement request for a surprise cake

Confirmation of non-membership in the loyalty program

Collection of personal details for reservation confirmation

Acceptance of credit card payments and request for card details

Confirmation of reservation details including the Romantic Escape package and special requests

Instructions for check-in process and late checkout conditions

Confirmation letter to be sent via email

Transcripts

[Music]

good morning welcome to sophal

Philippine Plaza Manila this is Joy

speaking how may I help you good morning

I would like to make a reservation for

this weekend uh are there any still

vacancies may I know first the exact

date of your arrival ma'am it's on

November

25th and for how long will you be

staying I'm planning to stay for one

night

only okay kindly wait for a while ma'am

while I check the availability of our

rooms for those dates in our

system great we still have several rooms

available for that weekend May I know

who is on the line yes it's Georgia

mikella belan okay Miss Beltran may I

know for how many people is this

reservation for there will be two of us

okay ma'am we have several rooms

available for your preferred dates there

are superior rooms luxury rooms and a

luxury Club room may I know what type of

room do you

prefer what room would you prefer for

couples I've been wanting to visit this

hotel with my

husband I would suggest ma'am our luxury

and luxury Club rooms you would enjoy

the breathtaking citycape view of Manila

Bay while the two of you are relaxing at

the private balcony and you will surely

be satisfied with the comfort of our

signature high quality bedding with

luxury Club rooms you'll also have

access to our Executive Club Lounge the

club mine and enjoy various

privileges oh okay uh luxury Club group

sounds good for our first wedding

anniversary

celebration oh luckily Mrs vtran we

still have an ongoing promotion named

romantic Escape package which would be

perfect for your celebration as a

married couple it is inclusive for room

amenities such as a box of french

macarons flour juice fruit basket and a

breakfast and dinner buffet at spiral a

full body couples massage at play spa

and of course access to our pool and

jein would you like to upgrade your stay

with this package ma'am wow that's what

I've been looking for May I know the

rate for this package if you would Avail

our luxury room with a full view it

would be 23,900 99 pesos and if you

would want to try our sofil weed it

would be

28,990 pesos please note ma'am that the

rates are already inclusive of taxes and

fees those are reasonable prices but I

think I'm going to go for luxury room

with a bu view that's great would you

prefer a king-sized bed Mrs

vran yeah

sure okay ma'am do you have any special

request for your wedding anniversary

celebration H I was wondering if maybe

we could have an early checkin since we

would want to maximize our time at your

hotel and celebrate our morning with

your facilities and

amenities for a while ma'am let me just

check if an early check-in would be

available at your arrival

[Music]

date unfortunately ma'am early check-in

at that time would not be guaranteed as

the room was already booked the previous

night and considering that our standard

checkout would be at 12:00 noon however

it is available for a late checkout

instead with an additional fee would

that be okay Mrs

ban okay that will do also I've been

planning to surprise my husband with a

cake uh may maybe you could help me with

the

arrangement it would be a pleasure ma'am

but let me just check regarding the

additional fees for your special request

of L checkout and for the cake I will

raise your request to our supervisor as

well as the food and beverages

Department then I will inform you

through email with regards to your

request would that be okay Mrs

vran yes okay no

worries now may I ask if you are a

member of acur loyalty

program um no I am not okay ma'am now I

will be asking for your personal details

to confirm your reservation may I ask

for your address yes it's at kalamba

City Laguna as well as your contact

number and email address please my phone

number is 0966 493 7556 and my email is

Georgia Beltran

gmail.com okay Mrs ban how would you

like to settle your bills do you accept

payments via credit card yes ma'am may I

know what type of card would you be

using and please State the credit card

card

number I will use my Visa card the

number is 5488

6934 4570

9233 may I confirm the name of the card

holder it's Georgia Mella

belan all right Mrs Beltran your

guaranteed reservation has now been

confirmed and verified let me just

repeat all the details your name is

spelled as golf Echo Oscar Romeo golf

India Alpha Mike India kilo alpha echol

lima alpha bravo echol Lima Tango Romeo

Alpha November and you would be checking

in on 25th until 26th of November for 2

days and one night for two adults and a

late checkout request you have availed

the Romantic Escape package in a luxury

room with king-size bed and P view

consisting of various room amenities a

spiral breakfast and dinner buffet

couple massage at Lake spa and access to

our recreational facilities you also

requested the cake for your wedding

anniversary celebration which would be

then confirmed by our management

therefore the total amount for your

reservation would be

23,9 99 pesos inclusive of taxes and

fees but still subject to change upon

the confirmation of your special

requests your chosen mode of payment

would be through your Visa credit card

with the number ending in

9233 and will be asked to pay a 50%

deposit of the package rate your address

is from camba City Laguna and you can be

contacted at your phone number 0966 493

7556 and email Georgia botran

gmail.com are all the information

correct Mrs ban yes it's correct thank

you okay ma'am kindly wait for the

letter of confirmation to be sent at

your email address within the day this

would assure that all details are

correct and that your booking

reservation is confirmed through this

letter Mrs ban the room availability on

your arrival would be

guaranteed yeah I'll take note of that

great please be informed that the

checkin is at 3: in the afternoon and

you would be asked for a valid ID and

credit card then ask for your requested

L checkout it should not be later than

6:00 p.m. otherwise the addal charge

would be at one whole night break do you

have any further concerns Mrs

vran none thank you so much okay Mrs ban

we'll see you this weekend and I hope

you'll have a magnific stay at sofel

Philippine Plaza Manila have a nice

[Music]

day