Hospitality
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Role-plays/case studies
You have just arrived at work in the reception
in a small resort. There are a number of items for you to
follow up. This includes a faxed request from a travel agent
wanting to know if you can accommodate a group of 15 for 3
nights next week (5 doubles, 1 triple and 2 singles). The
agent needs a response within the next hour. You also note
that there are three requests for brochures, one from an
inbound tour operator looking for an updated tariff plus two
deposits to be processed. You also need to advise final meal
requirements for a group arriving tomorrow to the restaurant.
As you start work, you receive three calls. One to check
availability for a room next week, one from a guest
complaining that the hot water system does not work in their
room and one from a member of the public who thinks they want
to make a reservation but just needs some extra information
on the resort. Sell the resort to this person, take their
booking, which includes a special request for a cot and
follow all procedures to confirm the booking.
Work through this case study, describing how you would handle each request and complaint.
You receive a call from a conference/events organiser seeking information on the accommodation and conference facilities at your establishment. Respond to this request.
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