Help PHC ROBOT

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Exercises
EXERCISE 1


SEACLUB offers affordable luxury with extreme focus on guest satisfaction. We ensure that guests come first and their needs are well attended to at all times. Our staff are trained professionals to make guests feel welcomed and make their stay truly an unforgettable one.

As the Front Desk Associate your primary role is to attend to guest’s needs. From the time that they inquired or booked until the time that they arrive, and leave the villa. You received a message from a previous guest, Ms. Roxas, that she is returning to Siargao on June 13th and would like to directly book a villa for a week. Knowing the history of Ms. Roxas, she is hard to deal with, makes outrageous demands and is a little stingy.

Checking on our calendar, you saw that her travel dates are available. You provided her the discounted rate of $1919.12 for a week’s stay in an AC villa. She confirms the amount and acknowledges that she will be receiving the payment link. A few hours later, you received a confirmed AirBnb booking under Ms. Roxas. She booked a non-AC villa for 9 nights and ρáíd $1,738.96. You reached out to her to confirm about the reservation since you are aware that she always stays in an AC villa. You found out from her that she thought what she booked was with an AC and imposed that she needs it during her stay. Booking an AC villa for 9 nights thru AirBnb is $2,882.

Based on these information,

• What is the best solution to the issue?
• How would you communicate to her that she has to pay the difference to be moved to an AC villa?

 

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The best solution to the issue would be to communicate with Ms. Roxas and inform her about the mistake she made in booking a non-AC villa instead of the desired AC villa. Here's a suggested approach to communicate with her regarding the need to pay the difference to be moved to an AC villa:

1. Begin by expressing appreciation for her booking and thanking her for choosing SEACLUB for her stay in Siargao.

2. Acknowledge the mistake in the booking and apologize for any confusion or inconvenience caused. Assure her that the SEACLUB team is committed to ensuring her satisfaction and a memorable stay.

Example: "Dear Ms. Roxas, thank you for choosing SEACLUB for your upcoming stay in Siargao. We appreciate your booking and are committed to providing you with a wonderful experience. We would like to address a small oversight regarding your reservation."

3. Clearly explain the difference between the non-AC villa she booked and the desired AC villa. Emphasize the benefits and comfort provided by the AC villas and how they align with her preferences and past stays at SEACLUB.

Example: "Upon reviewing your booking, we noticed that you have reserved a non-AC villa for your upcoming stay. We understand that you have previously stayed in our AC villas, which offer enhanced comfort and amenities. We would like to ensure that your stay meets your expectations and maintains the same level of satisfaction you have experienced before."

4. Provide the details of the price difference between the non-AC villa and the AC villa she desires. Clearly state the amount she needs to pay to upgrade her booking.

Example: "To switch to an AC villa for your 9-night stay, there is a price difference of $1,143.04 ($2,882 - $1,738.96). We kindly request you to pay the difference to secure the AC villa for your stay."

5. Offer assistance and support throughout the process of upgrading her reservation. Provide her with the necessary payment link or instructions for making the payment.

Example: "We understand that this may have been an oversight, and we are here to assist you in making the necessary arrangements. Please find attached the payment link/instructions for your convenience. Once the payment is received, we will swiftly upgrade your reservation to an AC villa."

6. End the communication by expressing gratitude for her understanding and reiterating the commitment to ensuring her satisfaction during her stay.

Example: "Thank you for your understanding and cooperation in this matter. We value your patronage and are committed to providing you with a delightful experience at SEACLUB. Please do not hesitate to reach out if you have any further questions or require assistance. We look forward to welcoming you to Siargao soon!"

By approaching the situation with empathy, clear communication, and a solution-oriented mindset, you can effectively convey the need for Ms. Roxas to pay the difference and secure her desired AC villa for a satisfactory stay at SEACLUB.