Script A: Telephone

Reservation Staff (Student A): Good morning! This is [Your Name], How can I assist you today?

Guest (Student B): Hi, I would like to make a reservation.

Reservation Staff (Student A): Certainly! Could you please tell me the dates you are looking to book
and how many guests will be staying?

Guest (Student B): We're a family of four and we're planning to stay from the 12th to the 16th of
July.

Reservation Staff (Student A): Thank you for providing the information. May I suggest the Family
suite which has 2 double beds and a living area? It would cost $250 per night.

Guest (Student B): That sounds fine. Could you let me know the billing arrangement?

Reservation Staff (Student A): Sure, upon check-in you need to present a credit card which we will
swipe for authorization and after your stay when you check- out, you can pay by card or cash,
depending upon your preference.

Guest (Student B): Sounds good. Please book it for me.

Reservation Staff (Student A): Your reservation is now secured. Is there anything else you need
assistance with?

Guest (Student B): Nothing, thank you!

Script B: Walk-in

Guest (Student A): Good evening, Do you have any rooms available for tonight?

Front Desk Staff (Student B): Good evening, we have a Single room and a Double room available.
Which one do you prefer?

Guest (Student A): What's the rate for each?

Front Desk Staff (Student B): The Single room rate is $100 per night while the Double room rate is
$150 per night.

Guest (Student A): I'll take the double room.

Front Desk Staff (Student B): Excellent! I will need a credit card for the billing arrangement. We will
only place a hold on it and you can choose to pay by card or cash at the end of the stay.

Guest (Student A): OK, here is my card.

Front Desk Staff (Student B): Thank you, your room is now booked! Enjoy your stay.