- Professional handling of different guest types
🏨 Front Desk Telephone Communication
✨ Booking Calls for Different Guest Types —
Business,
Honeymoon, and
Family Guests
1. Business Guest – Mr. Anderson
Situation:
A businessman calls to book a quiet room for one week. He needs a good desk, fast Wi-Fi, and airport transfer.
Front Desk Agent (FDA):
Good afternoon, Royal Orchid Grand Hotel. This is Anna speaking. How can I help you?
Guest (Mr. Anderson):
Hello, Anna. My name is John Anderson. I will come to your city next week for business. I would like to book a room for seven nights.
FDA:
Of course, Mr. Anderson. May I know your check-in and check-out dates, please?
Guest:
Yes, I will arrive on Monday, the 10th, and check out on Monday, the 17th.
FDA:
Thank you, sir. We have two room types available for you:
- Deluxe Room – 120 USD per night, including breakfast.
- Executive Suite – 180 USD per night, including breakfast, access to our Executive Lounge, and one free piece of laundry per day.
Guest:
I will take the Executive Suite. I need a quiet room and a good desk for work.
FDA:
That is a great choice. The Executive Suite is on a high floor, very quiet, and has a big working desk, strong Wi-Fi, and free coffee and tea in the room.
Guest:
Excellent. Do you have airport transfer? My flight arrives at 8:30 in the morning.
FDA:
Yes, we do. We can send our private hotel car to pick you up at the airport. The transfer costs 25 USD one way. Would you like me to arrange it for you?
Guest:
Yes, please.
FDA:
Perfect. So, your booking is for one Executive Suite, from October 10th to 17th, for 7 nights, total 1,260 USD, including breakfast, lounge access, and daily laundry.
I will send you a confirmation email with all the details.
Guest:
That sounds very good, thank you. I will reply to confirm.
FDA:
Thank you, Mr. Anderson. We look forward to welcoming you soon. Have a wonderful day!
✅ Booking confirmed later by email.
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2. Honeymoon Couple – Mr. and Mrs. Rivera
Situation:
A couple calls to book their honeymoon stay. They want something romantic, with special services and a nice view.
FDA:
Good evening, Royal Orchid Grand Hotel. This is Daniel speaking. How can I help you?
Guest (Mrs. Rivera):
Hello, Daniel. My name is Maria Rivera. My husband and I are coming for our honeymoon next month. We would like to stay for one week.
FDA:
Congratulations, Mrs. Rivera! That is wonderful. When will you arrive?
Guest:
We will arrive on November 8th and stay until November 15th.
FDA:
Perfect. We have a Honeymoon Package for couples like you. It includes:
- A Honeymoon Suite with river view and balcony
- Fresh flowers and a fruit basket in the room
- Daily breakfast in bed
- One romantic candlelight dinner by the pool
- A 60-minute couple’s spa massage
The price is 220 USD per night, so for seven nights it will be 1,540 USD, including all taxes and breakfast.
Guest:
That sounds lovely. Does the room have a bathtub?
FDA:
Yes, it does. The suite has a large bathtub, a king-size bed, and a private balcony with a beautiful view of the river.
Guest:
Wonderful! Can we check in early if our flight arrives at 9:00 AM?
FDA:
Yes, we can arrange early check-in for you. It is free if the room is ready. If not, you can relax in our lounge and enjoy coffee or tea while waiting.
Guest:
That’s perfect. Please send me all the information and total price by email.
FDA:
Of course, Mrs. Rivera. I will send you the full Honeymoon Package details and the booking form right away. You can reply to confirm.
Guest:
Thank you so much, Daniel. You are very kind.
FDA:
You’re welcome, Mrs. Rivera. We look forward to making your honeymoon a wonderful and romantic experience.
✅ Booking confirmed via email later that evening.
3. Family with Two Children – Mr. Tan
Situation:
A family with two children calls to book a one-week stay. They need a family-friendly room and facilities for kids.
FDA:
Good morning, Royal Orchid Grand Hotel. This is Lisa speaking. How can I help you?
Guest (Mr. Tan):
Hello, Lisa. My name is David Tan. My wife and I are traveling with our two children, aged 3 and 12. We would like to stay for one week next month.
FDA:
That’s great, Mr. Tan. May I have your dates, please?
Guest:
We will arrive on December 2nd and stay until December 9th.
FDA:
Thank you. We have a Family Suite that will be perfect for you. It has:
- One master bedroom with a king bed
- A small room with two single beds for the children
- A kitchenette with fridge and microwave
- Two bathrooms
The price is 190 USD per night, including breakfast for two adults and two children.
Guest:
That sounds very good. Do you have things for children to do in the hotel?
FDA:
Yes, we do! We have a Kids’ Club with games and art activities, a children’s pool with a slide, and a babysitting service if you need it. Babysitting costs 10 USD per hour.
Guest:
Perfect. Our small child needs a baby cot for sleeping.
FDA:
No problem. We can put a baby cot in your room for free.
Guest:
Thank you. Can you also arrange airport transfer?
FDA:
Yes, of course. We can send a private van with two child seats. The price is 30 USD each way.
Guest:
That’s great. Please send me all the details by email so I can talk with my wife.
FDA:
I will do that right away, Mr. Tan. You will receive your booking offer in a few minutes, with photos of the Family Suite and all inclusions.
Guest:
Thank you, Lisa. You have been very helpful.
FDA:
It’s my pleasure, Mr. Tan. We are happy to welcome your family soon!
✅ Booking confirmed later by email.
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💬 Training Notes for Staff (A2 Level)
| Guest Type | Tone | Focus | What to Offer | Tip |
|---|---|---|---|---|
| Business Guest | Polite, formal | Work comfort, Wi-Fi, transfer | Quiet room, fast internet, car service | Speak clearly and confirm prices |
| Honeymoon Couple | Warm, kind | Romance, privacy | Flowers, dinner, spa | Congratulate them warmly |
| Family Guest | Friendly, caring | Space, kids’ facilities | Family room, kids’ club, cot | Sound caring and helpful |
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