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Communication with a guest during their
stay
Model Scenario 1 - Providing additional information
This communication scenario is intended for multiple
participants in the training
During a guest's stay, there may be numerous interactions with front office
staff. It is essential to pay close attention to guest requests during their stay,
as fulfilling them significantly increases guest satisfaction. Ongoing service and
communication with guests also has a preventative aspect, as it is possible to
eliminate minor dissatisfaction without serious impacts on guest satisfaction.
Within this scenario, two model situations are offered, which can be used
analogously to address a wider range of guest requests. The scenario focuses
on providing basic information about transportation options in the area,
including the provision of additional information. Similarly, this identical
example can be addressed via telephone while respecting telephone
communication rules.
Scenario Goals
 The front office staff member improves their verbal skills and can
respond to random situations and guest requests.
 The front office staff member improves their communication with other
hotel employees.
 The staff member can find and communicate a suitable solution to the
guest.
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.
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 Other participants in the training program can evaluate the progress of
the main actors.
Basic Scenario Settings
The Front Office staff member is directly at the reception and has access to a
personal computer with access to the PMS system with information about
reservations, but also about the overall state of the accommodation facility.
They also have access to a phone and other technical equipment at the
reception. In addition to technical equipment, the staff member is also
equipped with communication standards with the guest, as well as internal
communication standards.
In addition to basic standards, the Front Office staff member is equipped with
knowledge of the products offered and services that the accommodation facility
provides. Likewise, the staff member has current information about the
destination in which the accommodation facility is located.
Modification of Model Situations
 The guest is interested in services provided by the accommodation
facility.
 The guest is interested in booking services provided by the
accommodation facility.
 The guest is interested in booking services provided by partners of the
accommodation facility.
Assignment for the student in the role of Front Office staff member
During the stay, it is necessary to reflect the requests of the accommodated
guests. One of the groups of requests represents an interest in additional
information that concerns not only the provided services but also information
about offers from partners or the surroundings of the accommodation facility.
As part of this informational obligation, it is necessary to reflect knowledge of
the provided and mediated services and products. Likewise, knowledge about
the destination in which the accommodation facility is located.
You know the basic standard of communication with clients, as well as internal
communication and the possibility of offering partner organizations.
Assignment for the student in the role of the client
You are a customer who is registered for a stay, during which you ask about
transportation options in the surroundings of the accommodation facility. You
are inquiring not only about public transportation options, but also alternative
methods of transportation to a pre-defined tourist destination.
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Possible types of clients:
 A client with a speech impediment or unclear expression.
 A calm client.
 An impatient client.
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 customer during
their stay
Model scenario 1 - providing additional information
Communication scenario for self-study
Definition of the communication scenario context
The front office employee is at the hotel reception desk and has a PC with
internet access and access to the hotel PMS (the hotel PMS maintains accurate
records of guests and room accounts). Additionally, the employee has all other
necessary technologies, such as a payment terminal, printer, and more.
Besides standard equipment, the front office employee is equipped with
customer interaction standards.
The main objective of the front office employee is to satisfy customer needs.
From the customer's point of view, they need an overview of transportation
options to a specific tourist destination.
Model dialogue (an illustrative example is given from a Prague 6 hotel near
Dejvická metro station to the National Museum).
A – An accommodated guest arrives at the hotel reception desk.
 "Good afternoon, Mr. Novák. How are you today? How can I assist you?"
- B
 "Good afternoon. How may I assist you?" - B
 "... " (the client addresses the front office employee first) – B
B – "Good afternoon. I need your assistance. I would like to visit the National
Museum today. Can you advise me how to get there?"
 "Of course, Mr. Novák. Please give me a moment; I will prepare a map
for you." - D
 "Of course. Please give me a moment; I will prepare a map to explain
everything to you." - D
 "If you have a smartphone, the easiest way would be to check the maps
that will show you the way." – C
C – "I don't have a smartphone. Could you show me how to get there by public
transportation?"
 "Of course, Mr. Novák. Please give me a moment, I will prepare a map
for you." - D
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 "Of course. Please give me a moment, I will prepare a map to explain
everything to you." – D
D – "Okay, thank you."
 "For better orientation, our hotel is located here (the front office
employee shows the place on the map). If you take public
transportation, the fastest way is by metro. The A-line metro station,
Dejvická, is just a few dozen meters from our hotel. If you exit the
hotel, turn right along the main road. After less than a minute, you will
see a marked entrance to the metro. Then, go down the escalators from
the metro vestibule and get on the metro train on the right-hand side,
towards Depo Hostivař. Then you have two options. The first one will
take you directly to the National Museum, and the second one will take
you to the end of Wenceslas Square, which you can walk through in
about 10 minutes to the National Museum. I can describe both options if
you want." – E
 "Our hotel is located here, close to Dejvická station. That's the A line
metro station. Just board the train in the direction of Depo Hostivař and
get off at Muzeum station. You can see the National Museum from any
exit of the metro."- F
 "We're here, at Dejvická metro station. Just transfer to Muzeum station
and exit at any exit." - F
E – "That would be nice to take a walk, but I'll see how I feel on the way."
 "If you want to take a walk through Wenceslas Square, just get off at
Můstek station. The metro exit is directly marked through its vestibule,
where you'll see clear navigation at the top. After exiting the metro,
you'll reach the lower part of Wenceslas Square. Then you can cross to
the National Museum, which is very visible. Alternatively, get off at
Muzeum station, where you'll be at the upper part of Wenceslas Square
near the statue of St. Wenceslas. You'll see the National Museum very
well." – F
 "If you want to take a walk, get off at Můstek station. The signage
towards the National Museum is clear. If you want to go directly to the
National Museum, just ride one more station to Muzeum." – F
 "If you want to take a walk, get off at Můstek station. Alternatively, you
can go directly to Muzeum station." - F
F – "Alright, thank you. Are there any restrictions or specifics for transportation
in Prague?"
 "Mr. Novák, before entering the transport area, i.e., before descending
to the metro platforms, you need to validate your ticket in the yellow
validator. You can buy a ticket through a ticket machine in the metro
vestibule or through a mobile application. For transportation around
Prague, a basic 90-minute ticket will be enough for you, or a shorter
one. If you want to travel more, I recommend a daily ticket. Within the
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public transport network, you can use the metro, trams, buses, and also
ferries. In some cases, you can also use trains. There are no other
restrictions for public transport." -G
 "No, there are no restrictions on public transport." - G
 "Besides the need to validate tickets, there are no other restrictions."- G
G – "Do you sell the tickets for the public transport?"
 "Unfortunately, no, but you can buy it in the metro vestibule." - H
 "No, we don't sell tickets, but you can find ticket machines in the
metro.". – H
 "Mr. Novák, I'm sorry, but we don't sell tickets for public transportation.
But you can buy a ticket through the PID application or at the Dejvická
metro ticket machine. If you'd like, I'd be happy to help you install the
application and set it up."– I
H –"Alright, thank you!"
 "Can I do anything else for you, Mr. Novák?"- CH
 "You're welcome, Mr. Novák. Can I do anything else for you?"– CH
CH – "Thank you, I don't need anything else. Goodbye."
 "Goodbye, Mr. Novák. Have a pleasant trip."- X
 "Goodbye."- X
 … - X
I – "You would be very kind. I have already downloaded the application."
 "Just enter the stations Dejvická and Můstek or Muzeum. You will be
able to immediately buy a ticket that will be valid from a predetermined
time or at the time of payment." - J
 "Here you can select the station you depart from and the station you
want to go to. The application will show you the fastest route and offer
to buy a ticket for a specific time. Alternatively, you can buy individual
tickets and use the application to search for connections. Then you can
manually activate each individual ticket."- J
J – "That's very easy. Thank you for your kindness!"
 "Can I do anything else for you, Mr. Novák?" - CH
 "You're welcome, Mr. Novák. Can I do anything else for you?" – CH
X – The client leaves the reception.
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Communication with a guest during their
stay
Model Scenario 1 - Providing additional information
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(an illustrative example is given from a hotel in Prague 6, near
Dejvická metro station to the National Museum).
A – An accommodated guest arrives at the hotel reception desk.
 "Good afternoon, Mr. Novák. How are you today? How can I assist you?"
- B
 "Good afternoon. How may I assist you?" - B
 "... " (the client addresses the front office employee first) – B
B – "Good afternoon. I need your assistance. I would like to visit the National
Museum today. Can you advise me how to get there?"
 "Of course, Mr. Novák. Please give me a moment, I will prepare a map
for you." - D
 "Of course. Please give me a moment, I will prepare a map to explain
everything to you." - D
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 "If you have a smartphone, the easiest way would be to check the maps
that will show you the way." – C
C – "I don't have a smartphone. Could you show me how to get there by public
transportation?"
 "Of course, Mr. Novák. Please give me a moment, I will prepare a map
for you." - D
 "Of course. Please give me a moment, I will prepare a map to explain
everything to you." – D
D – "Okay, thank you."
 "For better orientation, our hotel is located here (the front office
employee shows the place on the map). If you take public
transportation, the fastest way is by metro. The A-line metro station,
Dejvická, is just a few dozen meters from our hotel. If you exit the
hotel, turn right along the main road. After less than a minute, you will
see a marked entrance to the metro. Then, go down the escalators from
the metro vestibule and get on the metro train on the right-hand side,
towards Depo Hostivař. Then you have two options. The first one will
take you directly to the National Museum, and the second one will take
you to the end of Wenceslas Square, which you can walk through in
about 10 minutes to the National Museum. I can describe both options if
you want." – E
 "Our hotel is located here, close to Dejvická station. That's the A line
metro station. Just board the train in the direction of Depo Hostivař and
get off at Muzeum station. You can see the National Museum from any
exit of the metro."- F
 "We're here, at Dejvická metro station. Just transfer to Muzeum station
and exit at any exit." - F
E – "That would be nice to take a walk, but I'll see how I feel on the way."
 "If you want to take a walk through Wenceslas Square, just get off at
Můstek station. The metro exit is directly marked through its vestibule,
where you'll see clear navigation at the top. After exiting the metro,
you'll reach the lower part of Wenceslas Square. Then you can cross to
the National Museum, which is very visible. Alternatively, get off at
Muzeum station, where you'll be at the upper part of Wenceslas Square
near the statue of St. Wenceslas. You'll see the National Museum very
well." – F
 "If you want to take a walk, get off at Můstek station. The signage
towards the National Museum is clear. If you want to go directly to the
National Museum, just ride one more station to Muzeum." – F
 "If you want to take a walk, get off at Můstek station. Alternatively, you
can go directly to Muzeum station." - F
F – "Alright, thank you. Are there any restrictions or specifics for transportation
in Prague?"
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 "Mr. Novák, before entering the transport area, i.e., before descending
to the metro platforms, you need to validate your ticket in the yellow
validator. You can buy a ticket through a ticket machine in the metro
vestibule or through a mobile application. For transportation around
Prague, a basic 90-minute ticket will be enough for you, or a shorter
one. If you want to travel more, I recommend a daily ticket. Within the
public transport network, you can use the metro, trams, buses, and also
ferries. In some cases, you can also use trains. There are no other
restrictions for public transport." -G
 "No, there are no restrictions on public transport." - G
 "Besides the need to validate tickets, there are no other restrictions."- G
G – "Do you sell the tickets for the public transport?"
 "Unfortunately, no, but you can buy it in the metro vestibule." - H
 "No, we don't sell tickets, but you can find ticket machines in the
metro.". – H
 "Mr. Novák, I'm sorry, but we don't sell tickets for public transportation.
But you can buy a ticket through the PID application or at the Dejvická
metro ticket machine. If you'd like, I'd be happy to help you install the
application and set it up."– I
H –"Alright, thank you!"
 "Can I do anything else for you, Mr. Novák?"- CH
 "You're welcome, Mr. Novák. Can I do anything else for you?"– CH
CH – "Thank you, I don't need anything else. Goodbye."
 "Goodbye, Mr. Novák. Have a pleasant trip."- X
 "Goodbye."- X
 … - X
I – "You would be very kind. I have already downloaded the application."
 "Just enter the stations Dejvická and Můstek or Muzeum. You will be
able to immediately buy a ticket that will be valid from a predetermined
time or at the time of payment." - J
 "Here you can select the station you depart from and the station you
want to go to. The application will show you the fastest route and offer
to buy a ticket for a specific time. Alternatively, you can buy individual
tickets and use the application to search for connections. Then you can
manually activate each individual ticket."- J
J – "That's very easy. Thank you for your kindness!"
 "Can I do anything else for you, Mr. Novák?" - CH
 "You're welcome, Mr. Novák. Can I do anything else for you?" – CH
X – The client leaves the reception.