TLE 8 Front Office Services: Pre arrival Stage (Group 4 Grade 8 Emerald SY 2021-2022)

Summary

In this informative video, front office agents Princess Aries Ramirez and Princess Ustuso demonstrate the essential steps for handling a hotel reservation call. The script unfolds a realistic dialogue where Agent Ramirez assists client Aisha Kathy in booking a room at Emerald Car Hotel. Key aspects include greeting the caller, gathering necessary information, checking room availability, discussing rates, and confirming the reservation. The agents emphasize clear communication and customer service, ensuring a smooth booking experience. This video serves as an educational tool for training staff in effective reservation handling.

Takeaways

• 😀 The video is a demonstration of the hotel reservation process during the pre-arrival stage.
• 📞 The call begins with the front desk agent introducing themselves and asking for the caller's name.
• 🏨 The caller, Aisha Kathy, requests a room reservation for two people from April 25th to April 28th.
• 🛏️ The front desk agent checks availability and informs the caller that superior rooms are fully booked.
• 💰 The agent offers a deluxe room at a rate of 7,700 pesos per night and confirms if the price is acceptable.
• 🚭 The caller prefers a non-smoking room and chooses a queen-size bed with a beach view.
• ✅ The reservation is confirmed once the agent collects the names of the guests and contact information.
• 💳 The caller provides credit card details for the reservation, which is accepted by the hotel.
• 🕒 The agent reminds the caller of the check-in policy, stating a 3 PM deadline to avoid losing the room.
• 😊 The conversation ends with the agent thanking the caller and wishing them a pleasant stay in April.

Q & A

Who are the presenters in the video?

The presenters are Princess Aries Ramirez and Princess Ustuso from Gumpai National High School.

What is the primary focus of the video?

The video focuses on the process of handling a reservation call at a hotel front office.

What information does the front desk agent ask for first?

The front desk agent asks for the caller's name to proceed with the reservation.

What are the dates for which the reservation is being made?

The reservation is being made for the dates of April 25th to April 28th.

What type of room does the caller initially inquire about?

The caller initially inquires about a superior room.

What alternative room type is offered to the caller when the superior rooms are fully booked?

The agent offers a deluxe room as an alternative.

What is the price of the deluxe room per night?

The price of the deluxe room is 7,700 pesos per room and per night.

What type of bed does the caller prefer?

The caller prefers a queen-sized bed.

What special request does the caller make regarding the room view?

The caller requests a room with a view of the beautiful beaches.

What is the check-in policy mentioned by the agent?

The agent informs the caller that check-in must be completed by 3 PM; otherwise, the hotel reserves the right to give the room to wait-listed clients.