Transcript

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

Mr. Bourdain: Good afternoon, My name is Walter Bourdain and I have heard good things about your hotel but I have a few questions. Who should I speak with?

Guest Service Agent: I am a guest service agent and can help you Mr. Bourdain with any inquiries that you have, how can I assist you?

Mr. Bourdain: I plan to travel with my family on a long overdue vacation to your city. Although we are really looking forward to the trip I need a hotel that will accommodate my daughter Tianna's allergies. She is sensitive to strong fragrances. Can you please let me know about the products that you use to clean your guest rooms.

Guest Service Agent: Thank you for calling and letting us know. We will share all the information we have if it ensures you and your family have a great vacation. I used to work in housekeeping before transferring to the front desk so I am well aware of the procedures and products.

Mr. Bourdain: That's great to hear. Can you tell me if you use fragrances in your rooms?

Guest Service Agent: We use a supplier who we partner with to ensure that all of our guests have the best experience possible, Ecolab. They have a strong focus on guest experience and part of that is minimal fragrances and focuses on the environment. Majority of the products used to clean the room are scent free, with the exception of our air freshener, that does have a scent to it.

Mr. Bourdain: Would you say that the scent is strong?

Guest Service Agent: Yes, the air freshener has a definite scent. The good news is though Mr. Bourdain that not using the air freshener does not impact the quality of your guest room cleanliness. We can request that it not be used on the day of your arrival and during your stay.

Mr. Bourdain: That would be wonderful, thank you. How do I make sure that happens?

Guest Service Agent: I can put some special notes and requests on your reservation and profile to make sure that you and your family have a comfortable stay with us. I will be sure to add allergy sensitivities to your profile if you make a reservation with us.

Mr. Bourdain: Thank you so much Mohit, you have been really helpful. Can I ask you a few more questions as we finalize our plans?

Guest Service Agent: My pleasure Mr. Bourdain, how can I assist you?

Mr. Bourdain: What are the parking options?

Guest Service Agent: We have a very convenient large lot available directly beside the hotel where you can self park, in and out options for $15 per night. We also have limited valet spots available for $30 per night. Please just have your license plate number during check in to register your vehicle for validation.

Mr. Bourdain: The kids really want to ride the Subway system. Is it easy to find from the hotel?

Guest Service Agent: Bus lines 102, 134 and 51 all go from the hotel to the Kennedy Station which is the subway line. This takes me about 1 hour and 15 minutes to get all the way downtown from beginning to end, to give you an idea of timing Mr. Bourdain.

Mr. Bourdain: Thank you for your time Mohit, you have been very helpful, can you tell me your best rate options for next week arriving Monday for a 6 night stay?

Guest Service Agent: Can I confirm, you are looking for Monday arrival, 6 nights, 2 adults and 2 children?

Mr. Bourdain: Yes that's all correct, you have a great memory.

Guest Service Agent: I have a garden view room available for those dates. This rate is $184 plus tax per night. It includes 2 double beds for your family.

Mr. Bourdain: Ok, is there anything else that might be a little bit less expensive?

Guest Service Agent: We do have a park and sleep package that you might find good value as it includes parking. I have a garden room available that includes 2 double beds, parking every night and coffee vouchers for the morning. This rate is the best value as you save the parking fees for and it is $185 plus tax per night.

Mr. Bourdain: That sounds better!

Guest Service Agent: Would you like to make a reservation?

Mr. Bourdain: Not quite yet, I will talk with my wife and hope to make our final decisions tonight.Can we call you back tomorrow?

Guest Service Agent: That sounds great Mr. Bourdain. My name is Mohit if you wanted to speak with me, I will be working until 3pm tomorrow but if I am not here any of my colleagues will be able to assist you. I hope to you and your family decide to stay here with us at Centennial hotel as I know you will be comfortable.

Mr. Bourdain: I will be sure to call during your shift as I am confident you can help ensure Tianna has a great experience fragrance free. Thank you for all of your help.

Guest Service Agent: It was a pleasure speaking with you Mr. Bourdain, have a great day.

What were some of the behaviours and professional actions that the GSA Mohit did to ensure that Mr. Bourdain had a great experience over the telephone?

What were some of the behaviours and professional actions that the GSA Mohit did to ensure that Mr. Bourdain had a great experience over the telephone?