Can you give me a sample conversation of a front desk agent and its customer?

Good afternoon Madam, welcome to The Homestead!

Are you checking in?

(yes, thank you, the name is Margaret Wilson),

Thank you, I see we have a reservation for Dr. M Wilson? Is that correct?

(Yes),

Thank you Doctor, I know [from looking at the frequent traveller details] that you've stayed with us many times, welcome home!

I noticed that you were in suite 714 during your last visit. I actually tried to block it for your arrival today, but the current guests are not scheduled to check out for another few days, so I've secured suite 814, it's the same layout as 714, just one floor higher, which will give you a greater sweeping view of the gold course. Would this be all right?

(actually I was in a standard room two visits before which faced over the pool club. Do you have any rooms on that side of the hotel?)

I'll check for you...[while checking] will you still be staying with us for three nights?

(yes)

Doctor Wilson, I don't have any standard rooms or junior suites on that side of the hotel. However, I recognised you've been a guest of ours many times. What I'd like to do, with our compliments, is upgrade you to one of our queen suites. This is located in the area you've requested - looking over the pool. The only difference is that it's on the 5th floor. Would that pose any problem for you?

(Is it quiet?)

Well, as it's off-season right now, other than the funeral director's convention, we don't have many other guests staying with us. It's unfortunate that they've taken most of the rooms on that side. However, the queen suite is much larger and has a veranda overlooking the pool, plus there's a small servant's kitchen. I think you would be happy with it and the upgrade is with our compliments.

Would you like for me to have the porter take you to the room for inspection before deciding?

(No, thank you. I'm sure the room is fine. I'll take it, thank you.)

Very well. It has a king-sized bed with three down pillows and three foam pillows, and there's an additional hypo-allergenic pillow in the closet. If you do find you don't like it, just dial 100 and you'll reach reception directly and I'll send the concierge up to show you a different range of suites, or I'll be happy to arrange for housekeeping to bring additional pillows should you require.

(thank you, I'm sure that will be fine. I like the foam pillows and those lovely down pillows you have. I'm looking forward to getting to bed!)

Dr Wilson, we already have your American Express Black Card on file. Would you like all billings to go directly to this account?

(yes please)

Thank you. I realise you're familiar with the resort. Just as a reminder, dinner is served in the Hunt Room this evening from 7 until 9. If you'd prefer room service after your long journey, our chef's are on duty 24 hours a day, preparing dishes for the new day. Press 200 for the Maître D'Hôtel

[whilst you've indicated for the porter to come to reception]

The porter will take your bags to your suite. Tomorrow morning it's expected to snow, so you may wish to dress warmly.

Dr Wilson, this is Patrick, he'll escort you to your suite. Patrick, suite 508 please. Dr Wilson, again, welcome 'home,' please don't hesitate to ask if there is anything we may do to make your stay with us more pleasurable.

(thank you)

[in the process of finalising the check-in of the guest, obtaining an approval code from american express, because the guest is a black card holder, make certain you have the concierge immediately move the complimentary bottle of champagne, the box of chocolates, and the welcome card hand-signed by the general manager, transferred from the original room to the guest's new room.

Also, phone the 'door' to have the doorman make certain they've placed the correct room number on the car keys tag, so there will be no difficulty for the guest the following morning. The valet staff should already be aware that the guest is a 'black card' guest, or in industry terms a CIP, or WKRP, (CIP = Commercially Important Person, or WKRP = Well Known, Respected Person).

The term VIP is reserved for ALL guests and guests should from time-to-time hear hotel staff refer to guests as their VIP's. Every single guest is very important to the survival and existence of the hotel or resort. So if you have a guest standing before you and you're reserving theatre tickets for them, it's nice to say down the phone line: "good evening, this is the concierge at The Homestead, we have two of our VIP guests we'd like to secure your best available seats for tonight's performance. The guests will appreciate this gentle and not untrue gesture. Also, ensure you discreetly ask your guest what their room number is, then quote their surname to them before you make the call to the theatre. That way, you'll have the name to provide to the theatre - further stressing you recognise your 'VIP' guests. ]