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    Cris Porlas
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    A hotel guest complains to the manager about noisy neighbors partying late every night and an uncomfortable bed, threatening to switch hotels, and the manager apologizes and offers a free future stay voucher to make up for the inconvenience.

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    A hotel guest complains to the manager about noisy neighbors partying late every night and an uncomfortable bed, threatening to switch hotels, and the manager apologizes and offers a free future stay voucher to make up for the inconvenience.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    339 views2 pages

    Simulation Script

    Uploaded by

    Cris Porlas
    A hotel guest complains to the manager about noisy neighbors partying late every night and an uncomfortable bed, threatening to switch hotels, and the manager apologizes and offers a free future stay voucher to make up for the inconvenience.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 2

    Checking-In

    Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?
    Guest: I have a reservation for today. It's under the name of Tenefrancia
    Hotel: Can you please spell that for me, sir?
    Guest: Sure. T-E-N-E-F-R-A-N-C-I-A
    Hotel: Yes, Mr. Tenefrancia, we've reserved a double room for you with a view of the ocean for two nights. Is that
    correct?
    Guest: Yes, it is.
    Hotel: Excellent. We already have your credit card information on file. If you'll just sign the receipt along the bottom,
    please.
    Guest: Whoa! Five hundred and ninety dollars a night!
    Hotel: Yes, sir. We are a five-star hotel after all.
    Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime. What's included in this
    cost anyway?
    Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe are all included.
    Guest: So, what's not included in the price?
    Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account. Also, the hotel provides
    room service, at an additional charge of course.
    Guest: Hmm. Ok, so what room am I in?
    Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the fourth floor. Turn left
    once you exit the elevator and your room will be on the left-hand side. A bellboy will bring your bags up shortly.
    Guest: Great. Thanks.
    Hotel: Should you have any questions or requests, please dial 'O' from your room. Also, there is internet available in the
    lobby 24 hours a day.
    Guest: Ok, and what time is check-out?
    Hotel: At midday, sir.
    Guest: Ok, thanks.
    Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.

    Check-out / Getting to the airport

    Hotel: Did you enjoy your stay with us?


    Guest: Yes, very much so. However, I now need to get to the airport. I have a flight that leaves in about two hours, so
    what is the quickest way to get there?
    Hotel: We do have a free airport shuttle service.
    Guest: That sounds great, but will it get me to the airport on time?
    Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes approximately 25 minutes to get to the airport.
    Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when it will be leaving?
    Hotel: Of course, sir. Oh, before you go would you be able to settle the mini-bar bill?
    Guest: Oh yes certainly. How much will that be?
    Hotel: Let's see. The bill comes to $37.50. How would you like to pay for that?
    Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my company.
    Hotel: Absolutely. Here we are sir. If you like you can leave your bags with the porter and he can load them onto the
    shuttle for you when it arrives.
    Guest: That would be great thank you.
    Hotel: Would you like to sign the hotel guestbook too while you wait?
    Guest: Sure, I had a really good stay here and I'll tell other people to come here.
    Hotel: That's good to hear. Thank you again for staying at The Grand Woodward Hotel.
    Guest Complaint

    Customer - Good morning!


    Manager - Good morning. Can I help you?
    Customer- Yes. I want to complain because my room is too noisy. The people in the next room
    have loud parties every night and I have not been able to sleep very well. Also, the hotel bed is very
    uncomfortable.
    Manager - I` so sorry, but this week there is a tennis tournament going on in town and the hotel is
    full of younger people, who are unfortunately quite noisy.
    Customer - I understand, but it is very uncomfortable. If you don´t take action, I will move to
    another hotel.
    Manager - Don´t worry. This situation will be solved.
    Costumer- Ok. I hope so.
    Manager- Since you´ve been so inconvenienced by this incident, I´d be glad to offer you a free
    room for your next visit at our hotel. In fact, I´ll give you a voucher right now. You can use it any
    time you wish.
    Customer - Oh, that´s just great! I am so glad that we could work this out. I do want to keep coming
    back here.

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