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Communication with the client after
their departure
This communication scenario is intended for multiple
participants in the training
Communication with the client does not end with their check-out from the
accommodation, and it is necessary to develop it as part of customer
relationship management, collecting feedback, and potentially reaching out to
customers for repeat visits to the accommodation facility. In occasional cases,
communication may also be focused on information related to the guest's stay,
such as unpaid portions of the hotel bill, additional charges for unauthorized
minibar consumption, or forgotten items in the hotel room.
The model scenario focuses on communication with a client who has forgotten
their laptop accessories in their room. The value of the forgotten items exceeds
2000 CZK, and therefore the client is trying to retrieve this equipment.
Scenario goals
 The front office employee improves their verbal skills and is able to
respond to random situations and customer requests.
 The front office employee improves their communication with other
employees in the accommodation facility.
 The employee enhances their skills in working with Property
Management Systems (PMS).
 The employee is capable of finding suitable solutions and effectively
communicating them to the client
Main actors
 Front Office staff member.
 Guest who has a telephone request for the Front Office staff member.
Other actors
 The trainer leading the training program also provides feedback on the
progress of the educational activity.
 Other participants in the training program can evaluate the progress of
the main actors.
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Basic Scenario Settings
Front-Office employee is directly at the reception and has a personal computer
with access to the Property Management System (PMS) containing information
about reservations and the overall status of the accommodation facility.
Additionally, they have a telephone and other technical equipment available at
the reception. In addition to the technical equipment, they are also equipped
with communication standards for interacting with clients and internal
communication within the organization. They are familiar with the process of
recording and handling lost and found items.
Modified scenarios that can affect its course:
 The front office employee is handling a request from another client and
is unable to answer a phone call.
 The client is very aggressive because they cannot reach employees from
other departments, making it impossible to resolve the issue.
 The client accuses the front office employee of concealing a found item.
Assignment for the student in the role of Front Office staff member
You work at a lodging facility. During your work, you communicate not only
with the guests staying at the facility but also with potential clients interested
in accommodation. Similarly, you are prepared to communicate with clients
after their departure, addressing any possible uncertainties. When
communicating after departure, it is necessary to exercise increased caution
regarding the sharing of personal information or details about clients and their
stays. You respect the sensitivity of personal data and adhere to basic rules not
only in telephone communication. Furthermore, you are familiar with internal
procedures related to additional invoicing of fees from clients, as well as the
management of losses and found items.
Assignment for the student in the role of the client
You are a customer who stayed at the mentioned lodging facility in the past.
During your stay, you used the lodging facility not only for sleeping and dining
but also as a mobile office. You extensively utilized your own laptop and other
office equipment. Upon departure, you noticed that some of your equipment
was left in the hotel room. You realized this after some time had passed, and
therefore, you are reaching out to the contact points where the loss might
have occurred. Your main goal is to retrieve the missing equipment.
Possible variants - types of clients:
 Client with speech impairment or unclear expression.
 Calm client.
 Impatient client.
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Assignment for the evaluator
Other participants in the training of front office staff focus on evaluating the
implementation of a given scenario. The evaluation is carried out on a scale
from 1 (inadequate performance) to 5 (excellent performance) in the
professional aspect of interaction and verbal expression.
The professional aspect is evaluated in the following areas:
 Consistency with standards
 Pro-customer approach
 Promptness
 Sales performance
 Development of interaction (additional inquiries)
 Introduction and conclusion of interaction
Verbal expression
 Optimal pace
 Optimal volume
 Voice work
 Clarity
 Written expression
 Occurrence of parasitic words
The evaluation is carried out in four stages.
 Self-evaluation of the participant in the role of a front office staff
member.
 Evaluation by the participant in the role of a customer.
 Evaluation by other participants in the training program.
 Evaluation by the instructor.
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Communication with the client after their
departure – lost item
Communication scenario for self-study
Defining the context of the communication scenario
The Front Office employee is at the hotel reception and has a PC with internet
access and access to the hotel's Property Management System (PMS), which
accurately records guest information and room accounts. They also have
access to all other necessary technologies, such as a payment terminal,
printer, and others. In addition to the standard equipment, the Front Office
employee is equipped with customer interaction standards.
The main goal from the client's perspective is to retrieve the forgotten
equipment. The Front Office employee strives to maximize customer
satisfaction and potentially reach a suitable solution with the client.
Model dialogue
A - The phone rings at the hotel reception.
 "Good afternoon, Hotel Praha, Martin Salaba speaking. How may I assist
you?" > B1
 "Good afternoon, how may I assist you?" > B2
 "Good afternoon!" > B2
B1 - "Good afternoon, my name is Roman Novák. I stayed at your hotel earlier
this week, and most likely, I left my laptop accessories in my room."
 "Mr. Novák, could I ask you for the date of your stay or any additional
details so that I can locate your reservation?" > C
 "Could you please tell me the exact date when you were accommodated
in our hotel?" > C
B2 - "Good afternoon, did I reach Hotel Praha?"
 "Yes, you have reached Hotel Praha. How may I assist you?" > B1 or X1
 "I apologize for any confusion, you have reached Hotel Praha. My name
is Martin Salaba. How may I assist you?" > B1
 "This is Hotel Praha." > B1 or X1
X1 - The client ends the communication.
C - "I stayed at your hotel from May 14th, 2022, in Room 201."
 "Mr. Novák, please bear with me for a moment while I verify if my
colleagues made a note about the forgotten equipment in your
reservation." > D1, D2
 "Mr. Novák, I will check if there is a note about the forgotten equipment
in your reservation." > D1, D2
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D1 - "Thank you for your understanding, I will definitely wait."
 "Mr. Novák, unfortunately, I couldn't find any note about the forgotten
equipment in your reservation. We haven't found it, and no one has
reported its discovery. Is there anything else I can assist you with?" >
X1
 "Mr. Novák, unfortunately, I couldn't find any note about the forgotten
equipment in your reservation. However, I can check if it has been
stored in our Lost and Found or with our housekeeping staff. Could you
please provide more specific details?" > E1
 "Mr. Novák, unfortunately, I couldn't find any note about the forgotten
equipment in your reservation. We haven't found it, and no one has
reported its discovery. Could you please provide more specific details
about this equipment and your contact information so that I can reach
you in case it is found?" > E2
D2 - "Thank you for your understanding, I will definitely wait."
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. Would you like to pick them up personally, or
would you prefer us to send them to you?" - G1, G2
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. If you would like to pick them up, they will be
ready for you at the hotel reception." > G1, G2
E1 - "It was a wireless Lenovo mouse and keyboard with a USB-C connector."
 "Thank you for providing a more specific description. I have noted
everything down. Please bear with me for a moment while I verify
everything with my colleagues." > F1, F2
 "Thank you, I have noted everything down. I will verify everything with
my colleagues. Please give me a moment." > F1, F2
E2 - "It was a wireless Lenovo mouse and keyboard with a USB-C connector.
You can contact me at this phone number or via the email provided in my
reservation."
 "Mr. Novák, thank you for providing your contact information. Can I
assist you with anything else?" - X1
 "Mr. Novák, thank you for providing your contact information. In case
your equipment is found, we will contact you via the provided phone
number or email. Can I assist you with anything else?" > X1
F1 - "Thank you for your understanding. I believe that one of your colleagues
has found it."
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. Would you like to pick them up personally, or
would you prefer us to send them to you?" - G1, G2
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. If you would like to pick them up, they will be
ready for you at the hotel reception." > G1, G2
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F2 - "Thank you for your understanding. I believe that one of your colleagues
has found it."
 "Mr. Novák, thank you for your patience. Unfortunately, none of my
colleagues have found the mentioned equipment. Could I ask you for
preferred contact details in case it is found in the future?" > E2
 "Mr. Novák, unfortunately, we haven't found your equipment. Can I
assist you with anything else?" - X1
G1 - "Thank you very much. I'm glad that the accessories have been found. I
would like to pick them up at the hotel as I'll be passing by."
 "Great, the items will be prepared for you at the Lost and Found in the
hotel lobby." > X2
 "The equipment for you, Mr. Novák, will be ready at the Lost and Found.
I've also made a note in your reservation about picking it up. Upon
arrival, you can request the adapter from my colleagues at the hotel
lobby. Please bring your ID card with you so that we can document the
handover." > X2
G2 - "Thank you very much. I'm glad that the equipment has been found.
Unfortunately, I won't be able to come to the hotel in the foreseeable future.
Would it be possible to send it to me by mail?"
 "Certainly, Mr. Novák, could I ask you for the contact address to which
we should send the adapter?" > H
 "Mr. Novák, could I ask you for the contact address to which we should
send the adapter? I would also like to inform you that we will send the
adapter as cash on delivery, so you will be responsible for the shipping
costs." > H
H - "My address is Kupkova 723/9, Prague-Kolovraty."
 "I will pass on the adapter to my colleagues, along with the contact
address to which it will be sent. Can I assist you with anything else?" >
X2
X2 - "Thank you very much for your assistance and cooperation. Goodbye."
 "Mr. Novák, if you need anything else, feel free to reach out to me or
any of my colleagues. Have a great day. Goodbye."
 "Goodbye, Mr. Novák."
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Communication with the client after their
departure – lost item
Communication scenario for self-study - results
This is a description of a model scenario for communication with a client during
their stay, followed by an evaluation using a color-coded system. The
evaluation assesses the appropriateness of the responses given by the front
office agent/receptionist in the scenario, with the following colour coding:
 GREEN indicates a suitable response to the client's request in line with
communication standards and best practices for front office work.
 ORANGE indicates responses that are acceptable from the client's
perspective but could be improved in terms of communication standards.
Choosing these responses provides an opportunity for soft skills training
to improve service quality.
 RED indicates completely inappropriate responses, requiring soft skills or
communication standards training.
 WHITE or uncoloured options indicate responses that are logical or not
specific to front office communication and are therefore neutral.
 YELLOW indicates responses that are appropriately worded but could be
further developed to include the basics of upselling or cross-selling,
representing advanced communication skills.
Model dialogue
A - The phone rings at the hotel reception.
 "Good afternoon, Hotel Praha, Martin Salaba speaking. How may I assist
you?" > B1
 "Good afternoon, how may I assist you?" > B2
 "Good afternoon!" > B2
B1 - "Good afternoon, my name is Roman Novák. I stayed at your hotel earlier
this week, and most likely, I left my laptop accessories in my room."
 "Mr. Novák, could I ask you for the date of your stay or any additional
details so that I can locate your reservation?" > C
 "Could you please tell me the exact date when you were accommodated
in our hotel?" > C
B2 - "Good afternoon, did I reach Hotel Praha?"
 "Yes, you have reached Hotel Praha. How may I assist you?" > B1 or X1
 "I apologize for any confusion, you have reached Hotel Praha. My name
is Martin Salaba. How may I assist you?" > B1
 "This is Hotel Praha." > B1 or X1
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X1 - The client ends the communication.
C - "I stayed at your hotel from May 14th, 2022, in Room 201."
 "Mr. Novák, please bear with me for a moment while I verify if my
colleagues made a note about the forgotten equipment in your
reservation." > D1, D2
 "Mr. Novák, I will check if there is a note about the forgotten equipment
in your reservation." > D1, D2
D1 - "Thank you for your understanding, I will definitely wait."
 "Mr. Novák, unfortunately, I couldn't find any note about the forgotten
equipment in your reservation. We haven't found it, and no one has
reported its discovery. Is there anything else I can assist you with?" >
X1
 "Mr. Novák, unfortunately, I couldn't find any note about the forgotten
equipment in your reservation. However, I can check if it has been
stored in our Lost and Found or with our housekeeping staff. Could you
please provide more specific details?" > E1
 "Mr. Novák, unfortunately, I couldn't find any note about the forgotten
equipment in your reservation. We haven't found it, and no one has
reported its discovery. Could you please provide more specific details
about this equipment and your contact information so that I can reach
you in case it is found?" > E2
D2 - "Thank you for your understanding, I will definitely wait."
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. Would you like to pick them up personally, or
would you prefer us to send them to you?" - G1, G2
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. If you would like to pick them up, they will be
ready for you at the hotel reception." > G1, G2
E1 - "It was a wireless Lenovo mouse and keyboard with a USB-C connector."
 "Thank you for providing a more specific description. I have noted
everything down. Please bear with me for a moment while I verify
everything with my colleagues." > F1, F2
 "Thank you, I have noted everything down. I will verify everything with
my colleagues. Please give me a moment." > F1, F2
E2 - "It was a wireless Lenovo mouse and keyboard with a USB-C connector.
You can contact me at this phone number or via the email provided in my
reservation."
 "Mr. Novák, thank you for providing your contact information. Can I
assist you with anything else?" - X1
 "Mr. Novák, thank you for providing your contact information. In case
your equipment is found, we will contact you via the provided phone
number or email. Can I assist you with anything else?" > X1
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F1 - "Thank you for your understanding. I believe that one of your colleagues
has found it."
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. Would you like to pick them up personally, or
would you prefer us to send them to you?" - G1, G2
 "Mr. Novák, the accessories for your notebook have been found in the
room during the cleaning. If you would like to pick them up, they will be
ready for you at the hotel reception." > G1, G2
F2 - "Thank you for your understanding. I believe that one of your colleagues
has found it."
 "Mr. Novák, thank you for your patience. Unfortunately, none of my
colleagues have found the mentioned equipment. Could I ask you for
preferred contact details in case it is found in the future?" > E2
 "Mr. Novák, unfortunately, we haven't found your equipment. Can I
assist you with anything else?" - X1
G1 - "Thank you very much. I'm glad that the accessories have been found. I
would like to pick them up at the hotel as I'll be passing by."
 "Great, the items will be prepared for you at the Lost and Found in the
hotel lobby." > X2
 "The equipment for you, Mr. Novák, will be ready at the Lost and Found.
I've also made a note in your reservation about picking it up. Upon
arrival, you can request the adapter from my colleagues at the hotel
lobby. Please bring your ID card with you so that we can document the
handover." > X2
G2 - "Thank you very much. I'm glad that the equipment has been found.
Unfortunately, I won't be able to come to the hotel in the foreseeable future.
Would it be possible to send it to me by mail?"
 "Certainly, Mr. Novák, could I ask you for the contact address to which
we should send the adapter?" > H
 "Mr. Novák, could I ask you for the contact address to which we should
send the adapter? I would also like to inform you that we will send the
adapter as cash on delivery, so you will be responsible for the shipping
costs." > H
H - "My address is Kupkova 723/9, Prague-Kolovraty."
 "I will pass on the adapter to my colleagues, along with the contact
address to which it will be sent. Can I assist you with anything else?" >
X2
X2 - "Thank you very much for your assistance and cooperation. Goodbye."
 "Mr. Novák, if you need anything else, feel free to reach out to me or
any of my colleagues. Have a great day. Goodbye."
 "Goodbye, Mr. Novák."