HANDLING RESERVATION CALL | LPU-Batangas | SydneyVB_

Sydney Balatbat

27 Apr 202005:02

Summary

TLDRIn this engaging video, Sydney, a student from the Lyceum of the Philippines University of Batangas, role-plays as a reservation agent, guiding viewers through the front office's reservation process. The scenario involves a client, Mr. Shiny McCraney, who successfully books a deluxe, non-smoking room with a lake view for April 25-27. The detailed interaction covers room availability, pricing, and payment methods, culminating in a confirmed reservation and a reminder of the hotel's check-in policy.

Takeaways

🎓 Sydney, a BS ITT student, is presenting the reservation process as a front office agent.
🤝 Sydney's partner, Shiny McCraney, plays the role of a client in the reservation scenario.
📅 The client wants to reserve a room from April 25th to 27th.
🏨 The hotel has several rooms available for the requested dates.
🛏️ Premier rooms are fully booked, but deluxe rooms are available as an alternative.
💵 The new room rates are introduced, and the client finds the deluxe room price of 6,450 pesos per night acceptable.
🚭 The client prefers a non-smoking room with a queen-size bed.
🌄 A room with a view of the lake is requested and confirmed by the agent.
📞 The client's phone number is provided for reservation verification.
💳 Payment will be made via a Visa card, with card details provided by the client.
⏰ The hotel has a 6:00 p.m. check-in policy, and the client is informed of this requirement.

Q & A

What is the role of Sydney in the video script?
-Sydney is the reservation agent handling the call in the front office of a hotel.
Who is the client in the script?
-The client in the script is Miss Shiny McCraney, who is also referred to as 'her nanny'.
What is the purpose of the call made by Shiny McCraney?
-Shiny McCraney is calling to reserve a room at the hotel for a specific date.
What dates does Shiny McCraney want to make a reservation for?
-Shiny McCraney wants to make a reservation for the 25th to the 27th of April.
Are there any premier rooms available on the 25th of April?
-No, all premier rooms are booked on the 25th of April.
What type of room does Shiny McCraney decide to book as an alternative to the premier room?
-Shiny McCraney decides to book a deluxe room as an alternative.
What is the rate for the deluxe room per night?
-The rate for the deluxe room per night is six thousand four hundred five battles.
Does Shiny McCraney prefer a smoking or non-smoking room?
-Shiny McCraney prefers a non-smoking room.
What view does Shiny McCraney request for the room?
-Shiny McCraney requests a room with a view of the lake.
What is the check-in time mentioned in the script?
-The check-in time mentioned is 2:00 PM.
What is the hotel's policy regarding late check-ins?
-The hotel has a 6:00 PM policy, after which they reserve the right to give the room to wait-listed clients if the guest has not checked in.
How will the bill be settled for Shiny McCraney's reservation?
-The bill will be settled via a Visa credit card.
What is the total amount for the reservation made by Shiny McCraney?
-The total amount for the reservation is twelve thousand eight hundred red petals.
What is the name of the person who will be staying, as provided by Shiny McCraney?
-The name of the person who will be staying is Mr. and Mrs. Lummis.
What is the phone number provided by Shiny McCraney for the reservation?
-The phone number provided is 0925-1068126.
What is the name of the cardholder for the Visa credit card used for the reservation?
-The name of the cardholder is Shiny McCann Brennan.

Outlines

00:00

🎥 Reservation Call Demonstration

The script introduces a video presentation by Sydney, a student from the Lyceum of the Philippines University of Batangas, who will demonstrate the reservation call process in a front office setting. Sydney plays the role of the reservation agent, with her partner, Shiny McCraney, acting as the client. The video aims to provide an overview of how to handle a reservation request professionally, from greeting the client to confirming the booking details.

🗓 Reservation Inquiry and Client Identification

Sydney, as the reservation agent, begins the call by greeting the client and identifying herself. She then proceeds to gather information from the client, Shiny McCraney, including spelling the client's first name and confirming the dates of the intended stay, which are from the 25th to the 27th of April. Sydney checks for room availability and inquires about the client's room preference, offering a deluxe room when the premier rooms are booked.

🏨 Room Selection and Rate Discussion

After confirming the unavailability of premier rooms, Sydney offers a deluxe room as an alternative. She informs the client about the new room rates, which the client finds acceptable. The client requests a non-smoking room with a queen-size bed and a view of the lake. Sydney confirms the room type and view preference, ensuring the client's satisfaction with the selection.

🔒 Confirming Reservation Details

Sydney moves on to confirm the reservation, asking for the names of the guests who will be staying. She verifies the client's phone number and discusses the payment method, which is via credit card. Sydney requests the client's credit card information, including the card type and the cardholder's name, to secure the reservation.

💳 Finalizing the Reservation and Checkout Policy

With all the necessary information provided, Sydney finalizes the reservation for the client, summarizing the details including the dates, room type, and view. She confirms the payment method and the total amount due. Sydney also informs the client about the hotel's check-in policy, emphasizing the 6:00 p.m. deadline to avoid the room being reassigned to wait-listed clients.

👋 Closing the Reservation Call

The script concludes with Sydney thanking the client for the call and confirming the reservation details once more. She offers assistance for any further inquiries but the client indicates that no additional help is needed. Sydney wishes the client a nice day and signs off, ending the reservation call on a positive note.

Mindmap

Keywords

💡Reservation

Reservation refers to the act of holding or booking a space, room, or service for a specific period. In the video's context, it is the process of securing a room at a hotel. The script illustrates this with the client, Mr. Nanny, wanting to book a room for the 25th to 27th of April.

💡Front Office

Front Office is the reception area of a hotel or similar establishment where guests check in and out, and where reservations are made. The video's theme revolves around the front office's role in handling a reservation call, with Sydney acting as the reservation agent.

💡Agent

An agent in this context is a representative of the hotel who assists with reservations. Sydney plays the role of the reservation agent, interacting with the client to facilitate the booking process.

💡Client

A client is the person or entity seeking services, in this case, a hotel room reservation. Mr. Shiny McCraney is the client in the script, who communicates his needs to the reservation agent.

💡Vacancy

Vacancy refers to an unoccupied space or room that is available for booking. The script mentions checking for vacancies for the desired dates, which is a crucial step in the reservation process.

💡Premiere Rooms

Premiere Rooms are typically high-quality or luxury rooms offered by a hotel. The script indicates that all premiere rooms are booked on the 25th of April, showing the importance of room type in the reservation process.

💡Deluxe Room

A Deluxe Room is a type of accommodation that may offer additional amenities or comforts compared to standard rooms. In the script, when the premiere rooms are not available, a deluxe room is offered as an alternative to Mr. Nanny.

💡Room Rates

Room rates are the prices charged for renting a room. The script mentions new room rates, which Mr. Nanny is asked to consider, indicating that rates can vary and are a key factor in the reservation decision.

💡Non-Smoking

Non-Smoking refers to rooms designated for guests who do not smoke. Mr. Nanny's preference for a non-smoking room is noted in the script, highlighting the importance of guest preferences in room selection.

💡Check-In

Check-In is the process by which a guest formally arrives at the hotel and begins their stay. The script specifies the check-in time of 2:00 PM and mentions a late check-in policy.

💡Credit Card Information

Providing credit card information is a common method of securing a hotel reservation and ensuring payment. In the script, Mr. Nanny provides his Visa card details to Sydney, the reservation agent, to secure the booking.

💡Check-Out Policy

A check-out policy is the hotel's rules regarding the time by which guests must leave their rooms. The script mentions a 6:00 PM check-in deadline, which is part of the hotel's policy to manage room availability.

Highlights

Introduction of the video's purpose: Presentation of the reservation call process in the front office.

Roleplay setup: Sydney as the reservation agent and Shiny McCraney as the client.

Greeting and introduction of the reservation agent, Sydney.

Client's request for room reservation and polite approach.

Verification of the client's identity and spelling of the name.

Inquiry about the reservation dates and client's travel plans.

Availability check for rooms and handling of fully booked premier rooms.

Introduction of alternative room options and client's consideration.

Discussion on new room rates and client's acceptance.

Confirmation of room type, price, and non-smoking preference.

Client's request for a room with a view and agent's positive response.

Confirmation of the reservation by the client.

Request for names of guests staying and verification of information.

Inquiry about payment method and client's preference for credit card.

Collection of credit card information for reservation confirmation.

Finalization of reservation details including check-in time and policy.

Client's acknowledgment of check-in policy and satisfaction with service.

Closing of the reservation call with a polite farewell and anticipation of the client's visit.