Now that you have gone through the reservation, if you were Mohit the Guest Service Agent what

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Question:

Now that you have gone through the reservation, if you were Mohit the Guest Service Agent what would be the actions that you should complete to ensure that the Bourdain family has a wonderful guest experience through their arrival and occupancy?

Guest Service Agent: Good morning, thank you for calling the Centennial hotel, this is Mohit speaking how may I direct your call?

Mr. Bourdain: Good morning Mohit, I don't know if you remember me but My name is Walter Bourdain and we spoke yesterday about a fragrance-free room for my daughter Tianna at your hotel.

Guest Service Agent: Of course, I remember you Mr. Bourdain thank you for calling back. How may I assist you today?

Mr. Bourdain: I am hoping to make a reservation.

Guest Service Agent: Mr. Bourdain have you ever stayed with us before?
Mr. Bourdain: No

Guest Service Agent: Can you please spell your last name for me I will create a guest profile and review the reservation options with you.
Mr. Bourdain: Walter Bourdain, B O U R D A I N

Guest Service Agent: Can I please have your email and phone number?

Mr. Bourdain: W..r@bourdain.com and 450-555-5555

Guest Service Agent: Your address, please

Mr. Bourdain: 1234 Olympic Place, Montreal, Quebec

Guest Service Agent: Thank you Mr. Bourdain, can you remind me of the dates you were planning to arrive?

Mr. Bourdain: We plan to arrive next Monday, 6 nights, 2 adults and 2 children

Guest Service Agent: That's right and we had discussed the value Park and Sleep Package. I do have that package available arriving Monday for 6 nights, It is a garden view room with two double beds, includes your parking each night and coffee in the morning and I can offer this package rate to you for $185.00 per night.

Mr. Bourdain: Yes that's the one we spoke about yesterday, that is what i would like to book.

Guest Service Agent: Would you like to sign up for our loyalty program? I can email you the information with your reservation confirmation?

Mr. Bourdain: Sure that sounds great, thank you

Guest Service Agent: This rate has a 48 hour cancellation policy, so we would need to know by Saturday if you needed to cancel. We will take one night room and tax on Saturday that is non refundable. How would you like to guarantee this reservation?

Mr. Bourdain: With my visa, the number is 4444333322221111.

Guest Services: Before I finalized the reservation Mr. Bourdain I wanted to review the details. You are arriving this coming Monday, staying 6 nights, checking out on Sunday at 11 am. at the park and sleep package rate of $185 per night plus tax and that includes parking for your entire stay. This is for a gardenview room with two double beds and is for 2 adults and 2 children. You will be guaranteeing that reservation with your VISA. Can I confirm that these details are correct and finalize the reservation for you?

Mr. Bourdain: Yes, thank you. I want to be sure we have a fragrance free room as this is the only way that we can come and stay.

Guest Services: I will be sure to place all that information on the reservation and communicate with housekeeping to ensure you have a great fragrance free stay. Your confirmation number for your reservation arriving Monday is CENT255GV. You should get a confirmation in your email shortly along with a link to finalize your loyalty guest sign up. Did you need any directions to the hotel?

Mr. Bourdain: No, I have already looked them up. Thank you for all of your help. I hope to see you on Monday.

Guest Service Agent: Thank you Mr. Bourdain, it has been a pleasure helping you and I look forward to meeting you and your family next week. Have a wonderful day and thank you for choosing to stay with us at Centennial Hotel.