Front office handling complaint ums
Summary
TLDRIn 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.
Outlines
😕 Miscommunication in Hotel Reservation
The first paragraph of the script involves a customer service interaction at a hotel. A guest named Kamala Carruth calls to book a deluxe room for June 29th. She specifically requests a room with a ceiling fan and provides her payment details. However, upon arrival, she discovers that the room assigned to her is not the deluxe room she booked. There is confusion regarding the amenities she requested, and she is not satisfied with the room provided. The guest insists on getting the correct room and expresses her dissatisfaction.
😡 Addressing the Reservation Error
In the second paragraph, the guest, who identifies herself as Adam Carruth, confronts the hotel staff about the incorrect room assignment. She had booked a deluxe room but was given a standard room without the requested ceiling fan. The hotel manager is called to address the issue. The manager acknowledges the mistake and offers a free dinner to compensate for the inconvenience while they arrange for the correct deluxe room. The hotel also offers to assist with moving the guest's luggage to the new room, and the guest expresses her appreciation for the resolution efforts.
Mindmap
Keywords
💡Hotel Policies
💡Deluxe Room
💡Reservation
💡Check-in
💡Credit Card
💡Manager
💡Bellboy
💡Apology
💡Compensation
💡Customer Service
💡Miscommunication
Highlights
Reservation of a deluxe room for June 29th is confirmed.
Name provided for reservation is Kamala Carruth, with a request to be addressed as Madam Carew.
Payment will be made using a credit card for one person.
A special request for a room with a ceiling fan was made.
Room number 3 through 6 was initially assigned for the stay.
Upon check-in, it was realized that the room provided was not a deluxe room.
The guest, Madam Carew, was not satisfied with the standard room and the absence of a ceiling fan.
A complaint was raised about the incorrect room type and the lack of a ceiling fan.
The hotel manager was called to address the issue.
Madam Carew reiterated her reservation for a deluxe room with a ceiling fan.
The hotel acknowledged the mistake and offered a free dinner as compensation.
The hotel also offered assistance with moving luggage to the correct room.
The bellboy was instructed to arrange the guest's luggage after the room change.
The hotel staff acknowledged the importance of the guest and apologized for the inconvenience.
The hotel aimed to rectify the situation and ensure guest satisfaction.
The transcript highlights the importance of accurate room reservation and guest communication.
The hotel's response to the mistake and their efforts to compensate show their commitment to customer service.
Transcripts
hello thank you for calling for some
hotel policies here yes I will write the
book but deluxe room for 29 June here
first you lie is it available it is
available middle may I have your name
please my name is kamala Carruth with
double onc on both of the initials and
please address me madam Carew
yes meaningful may I know how you're
going to settle your bill and for how
many percent less yes I will pay it
using my credit card for a person and
one more things please prepare me a room
that has a savior okay I don't have it I
would like to confirm again no
information better communal table in
front of the Sun with a CV sorry but can
you advise again the type of food
candlenuts room with a ceiling every
luxury
okay madam your room will be at number
three through six and the question will
change from your credit card
thank you thank you for reservation and
have a good day
you
good afternoon I want to check in under
my name come on occur good afternoon
Madame Curie for moving this I will
check your necklace before your process
Oh
thank you
Thank You Megan
however okay madam is coming
this will be your oh thank you
this is not a deluxe room and there's no
Silvia from here hello
excuse me I will just get me the wrong
room the room you get me the suspended
one I need a deluxe room we deceive you
you're is number one yes I just got a
deluxe room because baby
not a spender groom there I got just now
that is not developed at all plus there
is no Steve you know maybe can you
excuse me a minute
I with my own body no need to check
how's your manager to calm down right
now calm down madam : I will call the
manager
and who are you
I am a manager of this hotel I believe
you have a problem I know
good grief I am Adam Carruth and I
booked a deluxe from the CBO but the
room I got just now is a standard room
with no Silvio I needed to change my
room unless you want me to show you I
don't want to act remove it your button
trouble me can you please fix them
please apologize as Madame I feel there
is a piece that we have
freedom colored you supposed to have a
deluxe room but they give you a standard
room
yes and with a save you okay and with
the CD
that week like your problem such as the
last room but the saffron which gave us
in the problem yes please change madam
madam color we will check back your
reservation but clear Dell we would like
to offer you a free dinner so you can
wait while arranging your near away
perceive you
I like that idea that would make up my
day for one more thing we would like to
help you to move the luggage after the
room changing process done so the
bellboy will arrange your luggage in the
new room after we have done with the
room changing process is - any problem
with that or not thank you for helping
me the bellboy nip and exercise anyway
you're a star and I'm just a nobody not
just a girl you are somebody and I wanna
be that's
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