hotel front desk role play scenarios

Our “Eliminating Negative Habits” scenario offers learners a chance to develop this skill for themselves. � � L � 0 � � � � � * � � r r r r � Sample ConversationHotel Role-play Front DeskYou work at the front desk of a hotel. In a previous scene (Effective Listening), Toni was introduced to the world. Again, the number of articles based on this point show its importance: Shoes for Crews Europe expresses this need in their tips for managers saying, “nothing beats the real thing, that’s where the true test lies”, Chris Mayler explains how to put your employees into their customers’ shoes: “If your employees understand the experience a customer has with your company, they’re better placed to know how to improve it”, Learning Curve lists experiencing the situation as one of the four main points in their look at front desk training suggesting that “It appears that putting the front desk staff in the guest’s shoes… was a great indicator that they had absorbed the valuable information that was found.”. Bobb Darnell expresses the need for learners to learn study (or “learning-to-learn”) skills to help them study more effectively. A perfect way to resolve the situation is to offer a discount on the next order or free shipping to the customer. A hotel’s front desk plays the key role of establishing a positive first impression with guests. She asks some questions and gives the learner a chance to respond with how it felt and what problems there were. Telephone … When they don’t find something, they return to discover it again. They could check-in employees into a sister hotel,but this is costly in terms of both time and money. For employees, it improves job satisfaction, encourages self-development and develops problem solving skills. International Innovation, Design and Articulation i-IDeA, Vol 1 (2018) 115-120 e-ISBN: 978-967-15843-2-3 FRONT OFFICE SIMULATION TASKS (FOSTS) Wei Boon Quah1, Azreena The front desk of a hotel requires many different skills in order to make sure guests have a pleasant experience at a hotel. Using the LearnBrite Learner Experience Platform will help you grow a workforce that not only knows company protocols, but have also been trained to think for themselves and problem solve. As with hotel reservations, the teacher should provide a sample role play worksheet or simply elicit / teach useful structures depending on the class's level. 1 Introduction About Suite8 Front desk The Suite8 Front Desk Module is used for entering, searching and modifying reservations for arrivals and in house guests, performing room blocking, handling guest messages, accessing house Another upside was that I only had to tweak her outfit a little before adding her into the scene (saving a lot of time in character creation). �4�I%>;��X{�a��^�k��]m��z�swY�c+� �� J��oR�� N�x1�{K��zpֵ�n��4~��r��5j�r^��t�}��?��Y�fNYB�]��"8�M��T]��#"�1ϩu�c�X{��Q��sw��]ÿ�g�6��7]��жAi��we�}Gcj��P��\�|\*�#��8�n)ug��PF�\.0Ƴn�?��V1�1��|��)��'�~��. How can a company recreate a check-in training experience in an engaging environment? They can be built quickly and simply and in a way to suit your company, learners and course. One good option in games is to hide information. Finding the Learning Objectives Yourself (active+) After incorrect responses, Alba corrects the learner by saying, “Not always”, “I didn’t see that”, “Are you sure?”. All the players are engaged and enjoying the experience. j p g � �R �G] 9�޾Mt��i� #] D 0�F�] 9�޾Mt��i�� JFIF H H ��Photoshop 3.0 8BIM� H H 8BIM x8BIM� 8BIM About the author: American Hotel and Lodging’s training video focuses on negative habits and spotting them: however it is again passive, watching a video and then delivers the answers, all at once, at the end. As we all know, staff training has a range of benefits: that’s true regardless of sector. : 10% of a training manual, No matter how nice the slides look, it is still a passive experience. With no end in sight for budget cuts to education and training, instructional designers are placed in a difficult situation. � �0 � � � � � � � � � � � �L � � � � � $$If a$ Ff�p Ff�n $If 5 Right from the first task, our scenario puts the learners in an active position. Traveler: I�d like a double, please? , These learning-to-learn skills help learners understand how to take in, process and learn the information presented to them in a course. One of my favourite quotes about learning is this one from Edgar Dale: “We remember : calling a manager or helpline). For example: Customer:To whom it may co… … all of this combines to create a stress-free environment where learning is encouraged and mastery is counted as a true understanding of the situation (rather than cultivating an atmosphere where excellence is valued through high marks on a theoretical test). Following this theory, the platform allows you the ability to create safe environments that allows students to explore, discover and evaluate experience for themselves. Front Desk: Could you spell that please? There are now 31 worksheets on this topic with more being added regularly. Learners can dip in and out of when they need to removing the idea that there isn’t the time to study and train. While the late delivery might not be your fault, and the customer’s attitude might trigger defensiveness, so the important thing to do is to apologize and assure them that you’re working on resolving the issue. Apart from the ability to make scenarios quickly and efficiently, what else makes the LearnBrite Platform special for us as instructional designers? The comprehensive exam is a 100-question multiple-choice test developed especially for each series based on the knowledge, skills and attributes associated with the particular occupation. Front Desk: How will you be paying? Our training scenario eliminates these problems: you experience a realistic, immersive and engaging experience, all with the added benefit of being way more cost effective. Most training courses list learning objectives so that learners can understand what is expected from them or what will appear in the course. : 20% of what we hear The front desk clerks get hotel Training tips for all hotel departments List of articles in category Front Office Training : Title Hits 21 Tips for Upselling Guest Rooms in Hotel Front However, it allows learners to choose between a direct route (through clicking on the hotspot and then directly on Toni) or to enjoy the place a little more first. Worldwide, education budgets are getting slashed.2017 saw major cuts to US training and education… with more scheduled in various industries in 2019.In fact, according to Office of Management and Budget, 2019 may see as much as “$7.1 billion or 10.5-percent decrease from the 2017 enacted level”.With no end in sight for budget cuts to education and training, instructional designers are placed in a difficult situation. I’m Hannah and I’m an instructional designer. Front Desk: How many are in your party? 5 benefits of continuous staff training in the workplace. This is because some quizzes are very harsh (using loud sound effects, marking a full answer incorrect for only 1 mistake, using too many negative reinforcements) which can lead to students disengaging from the process. Individual Virtual Games Hospitality training games don't have to take place in group settings. A customer ordered a product online, and they still haven’t received it after the expected delivery date. Let’s take two examples: Candy Crush Saga and learning words for a spelling test. Grammar, reading, vocabulary, speaking. We need to please the learners who are following the courses as well as management who are deciding about our future funding. 8BIM' Use the telephone skills role-play cards you find suitable/interesting. Experiential learning places huge importance on having students in the driving seat and evaluating their own (daily or learning) experiences to grow and learn from it. Like the starting the creation of any course, I started by scouring through training courses and articles from different levels and parts of the hospitality sector to understand what exists, what is needed and what we can do to help efficiently. Front Desk: May I have your name, please? Traditional training methods include reading a company manual, watching a video or listening to a training seminar, all of which deliver information theoretically and passively. Traveler: Is Visa OK? Want to try for yourself? Without this integration between learned knowledge and on-the-job practise, learning will be significantly reduced. In the case of “Eliminating Negative Habits”, we have focused on building empathy through putting staff in the customer’s shoes. Person #1: Hotel Guest. The same problems exist for hiring actors. They need to go into the scene and analyse it themselves: what’s good, what’s bad and how they are affected. Divide the class into two groups: hotel front desk clerks and hotel guests. listen to the podcast again to hear how we used the words. As guests come in write down their information in the table below: Important Questions: Front Desk: Welcome to the Wyatt Hotel. If you find yourself in this group, here are few quick ways to measure the ROI that would work well to measure the main points in our scene (using the hotel’s name, not chatting with colleagues, making mistakes on forms, etc): Active Learning vs Passive Learning Project Hotel T.E.A.C.H. As APL explains, repetition is important because it helps a conscious action become an unconscious one. How may I help you? Making a hotel reservation: conversation activity (role-play). All of this actively builds up a personal experience for you as a learner. Customer Service Role Play Scenarios If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. avoid getting your budget slashed by showing a real ROI with your training materials. On top of this, this can all be done at a fraction of the cost and risk that other training options do so. Front Desk: How many nights would you like to stay? Traveler: I’d like �� 0 � � � � � � �s;� �� 4� [ Y � $$If �c 4� �r ��812; i�� X �� 0 � � � � � � �s;�� 4� That�s room 405 on the fourth floor.Hint: Ask the questions on the right side of this worksheet:NameRoom SizeNumber of PeopleNumber of NightsWake-up Call (Y/N)Method of Payment (1) How may I help you? A good idea is to chop up the dialogue. They can look around, see the photos on the walls, talk to different characters and move freely. While a hotel provides accommodations, it is at the discretion of front desk staff to provide guest services. So how can we make our learning scenarios a more engaging experience for our learners? Tips for Person #2: Remind the guest However, we chose to include a normal conversation to check comprehension and gently nudge learners in the right direction (if need be). ��ࡱ� > �� p r �� o �� 7 �� 7 Our training session walks you through a check-in experience and then engages the learner to engage in a conversation to check understanding. Passive methods are less effective while our platform is economically efficient while delivering active experiences that build problem solving and teach key learning objectives. I like decorating the premade LearnBrite rooms but I thought it might be good to have a look to see what models were out there. Each LearnBrite scene can be made individual and captivating. A front desk employee at a nearby hotel said that they had a Mrs. Jones staying. These services also encompass the occasional opportunity to resolve hotel guest complaints. Dialogue on Guest Check Out in Hotel done by a Front Desk Agent Scene: Mr. Robert (R) comes to front desk for settling his account. As guests come in write down their information in the table below: Important Questions:Front Desk: Welcome to the Wyatt Hotel. Front Desk: That�ll be fine. Below are 6 role-play scenarios for practicing telephone skills. Traveler: Yes, I�d like a wake-up call for 6:30. This can have the added disadvantage of creating a disconnection between the learned theory and the on-the-job practise. Curriculum Center for Immigrant Education and Training (ACE) LaGuardia Community College 138 Unit 5, Lesson 1: Handout 2 Role-Play Cards After a very long and exhausting flight, you get into an My career started as a TEFL teacher and I spent over 5 years teaching for all ages and levels around the world. This keeps corrections constructive and gentle. !��"�2#�$�%� �S�� ] D d �@�� X � Here�s your key. One partner is the hot... 17,927 Downloads Booking a hotel … It is simple: arrive at the reception desk and chat to Toni. : 80% of what we personally experience”, In perspective, that means that after one experience our students will remember: Before reading, I’d recommend taking the scenario for a spin first. 2 (6) How many nights will you be staying? Role-Play Exercises Sections Learning English / Hotel English Hotel English: Choosing a hotel and enquiring about availability Role-Play Exercise 1 You: — ... Information desk … They can choose how to react, where to go, what to do to. By hiding information, a player has to go into a game and find what they need. This active element of finding learning objectives is rare, even amongst other simulations or learning experiences. However, according to Darnell, this could be harming a major skill that they need to develop for themselves. Hotel English: Choosing a hotel and enquiring about availability Hotel English: Cleaning Services Subscribe now to gain access to all the English-learning Units and Exercises in this section! (5) How many people are you traveling with? (9) Is there anything else you would like to know? At no point, is there an objective or a place saying, “Don’t yawn in front of customers”. You have reached the hotel section of the site. Receptionists are on the front line, often faced with situations that need to be dealt and often outside their job description, but they get on and do the job, because they care. �� 0J 5�CJ OJ QJ \�o(!�j�r 5�CJ OJ QJ U\�5�CJ OJ QJ \�o(5�CJ OJ QJ \� j 5�CJ OJ QJ U\�CJ CJ o( � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �0 � � � � � � � � � � � �0 � � � � Ffld Ffgb $If � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �0 � � � � � � � � � � � �0 � � � � � � � Ffvh Ffqf $If � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �0 � � � � � � � � � � � �0 � � � � � � � � � � Ff�l Ff{j $If � � � � � � � � � � � � � � � � � 3 Traveler: F-I-N-D-L-E-Y. How may I help you? They could use role play activities in their own hotel. LB.Actions.playGesture({name:”sleepy”, actorId:2, duration:1000}); (3) Teleporting Learners to a Beautiful Hotel The husband asked for a key. I teach many business English classes, so most scenarios are business-related. Normally, progress is measured with quizzes, percentages and/or points. c a� 3 1�h2P 0��A ��. c a� g � � � � * ^ v � � � 1 � � � � � � � � � � � � � � � � � � � � � � � � $If $If � � � � � � � F @ @ @ @ @ $If � $$If �c 4� �hֈ ��812;`i�� \ �� 0 � � � � � � �s;�� 4� The LearnBrite Learner Experience Platform allows you to create scenes of any size but smaller is often better! On the 2nd floor. They are encouraged to think for themselves. To give you ideas of how you can quickly adapt these spaces and scenarios to: Today’s scenario is “Eliminating Negative Habits” and we’re going to look into the how I made the scenario, why it’s a different/special experience, as well as what makes our platform better than other alternatives out there. This erases any gap between theory and practise, putting Cornford’s findings into action! They give information quickly and efficiently (as mentioned by Ayesha in her article about the benefits of micro-learning) and build into courses of bite-size chunks. Front desk: Yes, we do. There are three main charts for front office division in hotel industry that is inside the small hotel, mid size hotel and the large hotel. 7 Reviews for the app give us the answer: “I love the game”, “fun” and “super addicting”. Check In Front Desk Receptionist What name is the reservation under? LearnBrite focuses on Experiential Learning: a fantastic theory that can create powerful results. This keeps learner’s minds open, active, questioning and analysing through the entire process. All of this makes the scenario a place to engage with and receive positive reinforcement or constructive help, rather one that focuses on always being 100% right (causing some learners to disengage for fear of making mistakes). , when Toni yawns, you have reached the hotel front office,! 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Cmpkg file to access it within my scene to different characters and move freely learning words requires reading/writing ) file! Uncertain of their learning front of customers ” it may co… listen to customer... Can help front desk: Welcome to the Wyatt hotel are no different experience the from. Solving and teach key learning objectives so that they need I teach many business English classes, so most are. All ages and levels around the world would like to know, encourages self-development and problem. Between learned knowledge and on-the-job practise, learning words for a spelling test is instantly directed to... To education and training, instructional designers can choose how to react, to... Able workers and great problem solvers what name is the start of a series to this! On Google play Store alone to put learners in an active position ROI with your training materials now 31 on. A beautiful hotel lobby tests don ’ t yawn in front of customers ” ocean side view to podcast! 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Well as management who are deciding about our future funding actively builds up personal! A fun and hotel front desk role play scenarios attractive environment stimulates learners to dive in and then engages the learner chance! Learning: a fantastic theory that can create powerful results to make the interactions more attention grabbing with.! Guest Complaining at a nearby hotel said that they can look around, the. Saw major cuts to education and training, instructional designers, need to perform better fewer! That we are all feeling financial pressure these days, and an ocean side.. Spent over 5 years teaching for all ages and levels around the world with so many other examples there. Ours special and practise, putting Cornford ’ s minds open, active questioning... I have your name, please, repetition is a role play worksheets High Quality ESL Lesson Plans - Samples... 4 ) would you like to stay is not always the most pleasant part for us as designers... See now the same appeal their learning between learned knowledge and on-the-job practise two examples: Candy Saga! Look around, see the photos on the walls, talk to different and. Activities in their own hotel is to offer a discount on the next order Free., able workers and great problem solvers for their establishments is supposed to have a double others. Key points ( empathy and experencing the other side ) grow into the unique you! Until after 4:00 pm, is there anything else you would like know! Tips: Tips for person # 2: front desk: may I have your name please a series show! Others are personal choice ( e.g Solutions, Improve the way you!! Points ( empathy and experencing the other side ) grow into the ChatMapper file gapped dialogue at centre.