Handling Reservation Call - Front Office | HRAB1 PT1
Summary
TLDRIn 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
🏨 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.
📝 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.
Mindmap
Keywords
💡reservation
💡vacancy
💡luxury rooms
💡Executive Club Lounge
💡promotion
💡anniversary
💡check-in
💡late checkout
💡special request
💡confirmation
💡loyalty program
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
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