Role Play Exercises
Reservation Sales Agents
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Role-play Exercises
Instructions
• Ensure that you have a partner that you can work with to complete the role play exercises.
• You must each take it in turn to be the guest calling to make the booking detailed in the question and then
be the reservation sales agent answering the call and creating the booking.
• Each sheet has been labelled A or B
• Without reading the questions, split the sheets so that one of you has four A sheets each, and the other
four B sheets. Each of you should have one reservation sales agent guideline sheet.
• Ensure you are using test MARSHA RES5 or RES1. If you are not sure how to log in, please ask. Please
do not use real MARSHA!
• Unless directed otherwise, please use the same Visa card for all examples where it asks for a credit card
4444 3333 2222 1111 expiration 04/21
• Reservation sales agent, please ensure to follow the reservation sales agent criteria and the steps to
making a reservation
• Unless directed otherwise, all reservations are for your hotel
• If no specific rate is mentioned, book reservation under the best available rate for whichever date booking
• The examples have been created to be generic and not specific to any one hotel or brand. If the room
type or rate does not match for your hotel, select the closest option available
• Please make a note of the confirmation number for each question
• For the Role Play section only, please feel free to use your Training Reference Guides and the MARSHA
Help Help function, or ask questions.
• Please read through each of the questions carefully. Information provided in the question must match the
question exactly such as: name, address etc. Please write down or think about what you will say for each
situation before you start them. Guests please do not show the scenario to the Reservation Sales Agents
• Where possible, use Special Request/Guarantee Codes to communicate information needed in bookings
Use the I fields if necessary
• When you are the guest in the scenario, wait for your Reservation Agent to ask the appropriate questions.
Do not read directly off the sheet and give all the information right at the beginning as unfortunately, as
most guests rarely do that. Try to make it as realistic as possible.
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Reservation Sales Agent Role-play Guidelines
YOU are the Reservation Sales Agent
Ensure you are using the Reservation Sales Agent criteria. Feel free to use it as a reference tool before you begin
the exercise to refresh on which points you need to cover and your phone manner
Cover all required points, and make sure that you lead the call and assist the guest by asking them all the right
questions and give them any information relevant to their call or purpose for travel
Complete the booking as requested by the guest, or respond appropriately should the rate not be available
Reservation Sales Agent Criteria:
• Phone etiquette – use the Guest name throughout the call
• Greeting – Good morning/evening/afternoon ………
• Determine objective – May I enquire if you are traveling for Business or Pleasure?
• Enliven the senses – delicious food, luxuriously furnished,
• Sale strategy, up selling–Oh, you are on Honeymoon – may I highly recommend our Executive Corner
Club Romance Package which includes a Chilled Bottle of Champagne on arrival with Chocolates and
Fruit – the perfect way to start off your Honeymoon!
• Assume the sale - Which room may I confirm for you today?
• Overcome objectives – provide positive answers to objections from Guest
• Sold out situations – Mr. Smith, unfortunately your requested dates are sold out. Are your dates flexible?
Or may I possibly check an alternate location for you – our Sister property is showing availability that day
• Familiar with Hotel or Brand – give information
• Offer additional service – Mr. Smith, is there anything I else I can assist you with at the moment?
• Fond farewell – Mr. Smith, Thank you for choosing the JW Marriott Beijing – we look forward to
welcoming you in November – have a wonderful evening! Mr. Smith, Thank you for choosing the
Renaissance Makati City, we are looking forward to welcoming you back in November – have a fantastic
day!
Consider
• How will you greet them?
• Are they traveling on business or pleasure – what features and benefits of your Hotel can you point out to
the guest that will fit their purpose of travel.
• Are you making your Hotel appealing – by the end of the conversation, your guest should never want to
stay anywhere else!
• Are you using the Guest’s name, and engaging them in conversation appropriate to the call?
• What extra amenities / features / services can you give this guest information about – relevant to their
call?
• Have they stayed with you before – are you welcoming them back, or welcoming them for the first time?
• What is their arrival time?
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 1:
YOU are the guest. Your name is Toni Collette
You call the Reservations Department to make a booking for this Hotel
You are a single traveler, traveling on business and you want to stay for 1 night only
You work for IBM and believe you are entitled to the business rate
You have never stayed at this hotel before
You are not a Marriott Bonvoy member
You would like to stay on 8th of August and would like to guarantee this booking to the company
The address is as follows
IBM UK WEST ltd
123 Praed Street
Paddington Basin
London
England
W10 5LP
Telephone: 0207 543 2100
Email:
[email protected]You would like to request a smoking room with a king bed, and extra towels
You would like an E-Mail confirmation to be sent to you
Please make a note of the confirmation number __________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 2:
YOU are the guest. Your name is Elisa Wilson
You call the Reservations Department to make a booking for this hotel
You are traveling on Pleasure with your family of 4 (total), and would like to stay for 4 nights in 2 rooms
You have never stayed at this Hotel before and would like to know about the leisure facilities
You are not a Marriott Bonvoy member
You would like to stay on Friday 10th August and would like to guarantee this booking to your visa card – the
number is 4444 3333 2222 1111 expiration 04/19
Your home address is as follows:
Apt 31
1385 Vineland Avenue
Orlando
FL 32821
USA
Home Telephone: 1 407 236 9230
Mobile Phone: 1 407 234 2323
No Email
You would like to request both rooms be non-smoking, one king and one with two beds with a request for
connecting rooms as the children are very young
Please make a note of the confirmation number/s __________________________________________
___________________________________________________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 3:
YOU are the Caller. Your name is Amanda and you are the assistant to Mr. Rodney Cook
You call the Reservations Department to make a booking for this hotel on behalf of Mr. Cook
He would like to stay in a suite (or your most superior room or suite) on the 31st July for 5 nights
Mr. Cook is a repeat guest. He likes to stay with this hotel when he is on business.
He is a Marriott Bonvoy member. His number is 545772568
You would like to stay on Tuesday 7th August and would like to guarantee this booking to the credit card on his
profile
Please try to guarantee his preferences according to his Marriott Bonvoy profile, or offer suitable alternative if your
Hotel does not have exactly what he prefers. He would also like an additional request of a quiet room.
You would like the E-Mail confirmation to be sent to Mr. Rodney Cook
Please make a note of the confirmation number __________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 4:
YOU are the Caller. Your name is Melanie Sykes
You are currently in-house at the Hotel and call the reservations department for assistance with some information
You are thinking of traveling to Lisbon, Portugal for Christmas and are wondering if the Reservation Agent can
give you some information
What, if any, properties does Marriott have in Lisbon?
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
You would like to stay in the city centre, so prefer the closest hotel to the major sites. You would like a bit more
information about it
How much is breakfast? _______________________________________________________
Is there a pool, and if so, what are the hours? ___________________________________
What is the charge for Parking? _________________________________________________
What is the amount of Tax charged? _____________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Reservation Sales Agent Role-play Guidelines
YOU are the Reservation Sales Agent
Ensure you are using the Reservation Sales Agent criteria (Pre-Work Module) – feel free to use it as a reference
tool before you begin the exercise to refresh on which points you need to cover and your Phone Manner
Cover all required points, and make sure that you lead the call and assist the Guest by asking them all the right
questions and give them any information relevant to their call or purpose for travel
Complete the booking as requested by the Guest, or respond appropriately should the Rate not be available
RESERVATION SALES AGENT CRITERIA:
• Phone etiquette – use the Guest name throughout the call
• Greeting – Good morning/evening/afternoon ………
• Determine objective – May I enquire if you are traveling for Business or Pleasure?
• Enliven the senses – delicious food, luxuriously furnished,
• Sale strategy, up selling–Oh, you are on Honeymoon – may I highly recommend our Executive Corner
Club Romance Package which includes a Chilled Bottle of Champagne on arrival with Chocolates and
Fruit – the perfect way to start off your Honeymoon!
• Assume the sale - Which room may I confirm for you today?
• Overcome objectives – provide positive answers to objections from Guest
• Sold out situations – Mr. Smith, unfortunately your requested dates are sold out. Are your dates flexible?
Or may I possibly check an alternate location for you – our Sister property is showing availability that day
• Familiar with Hotel or Brand – give information
• Offer additional service – Mr. Smith, is there anything I else I can assist you with at the moment?
• Fond farewell – Mr. Smith, Thank you for choosing the JW Marriott Beijing – we look forward to
welcoming you in November – have a wonderful evening! Mr. Smith, Thank you for choosing the
Renaissance Makati City, we are looking forward to welcoming you back in November – have a fantastic
day!
THINK ABOUT ….
• How will you greet them?
• Are they traveling on business or pleasure – what features and benefits of your Hotel can you point out to
the Guest that will fit their purpose of travel.
• Are you making your Hotel appealing – by the end of the conversation, your Guest should never want to
stay anywhere else!
• Are you using the Guests name, and engaging them in conversation appropriate to the call?
• What extra amenities / features / services can you give this guest information about – relevant to their
call?
• Have they stayed with you before – are you welcoming them back, or welcoming them for the first time?
• What is their arrival time?
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 5:
YOU are the Guest. Your name is Julio Mendes
You call the Reservations Department to make a booking for this hotel
You are a single traveler, traveling on business and you want to stay for 1 night only
You work for The Department of Health and believe you are entitled to the government rate
You have never stayed at this Hotel before
You are not a Marriott Bonvoy member
You would like to stay on Tuesday 7th August and would like to guarantee this booking to the company
The address is as follows
Dept of Health
123 Bond Street
London
England
W1 34R
Telephone: 0207 543 2100
Email:
[email protected]You would like to request a non smoking room with a king bed, and an early check in, as you will be arriving at
11am
You would like an E-Mail confirmation to be sent to you
Please make a note of the confirmation number __________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 6:
YOU are the Caller. Your name is Sophie van Elders
You call the Reservations Department to make a booking for the Courtyard by Marriott Rome Central Park
You would like to reserve 3 rooms for 6 people total, but at the moment you can’t confirm all of the last names so
you would like them all to be booked under your name and you will call back another time
You would like to book for Jan 1st for 1 night. You would like all the rooms to be rooms with 2 beds, and you would
like a rate that includes breakfast but allows flexibility for changes
You would like to request 2 rooms smoking, and 1 room non smoking
You would like to guarantee it with your Visa card 4444333322221111 04/19
Please make a note of the confirmation number __________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 7:
YOU are the Caller. Your name is Roberto Rivkino
You are currently in-house at the Hotel and call the reservations department for assistance with some information
You are thinking of travelling to Rome for your vacation in December (19-27) and you would like to know the
following information:
What, if any, properties does Marriott have in Rome?
_____________________________________________________________________________
_____________________________________________________________________________
You have heard of Boscolo Hotels and like the sound of them, but would like to know some more about it;
Do they accept Diners Card? ___________________________________________________
How far away from the main train station is the hotel? _________________________________
What is the charge for Parking? _________________________________________________
What is the amount of Tax charged? _____________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
Scenario 8:
YOU are the Caller. Your name is Shannon Malatesta
You call the Reservations Department to make a booking for a vacation at this Hotel.
You are a Marriott Bonvoy member, your number is 583143276
You would like to make a booking for a standard room, for 5 nights arriving on Sep 21st. You would like to use
your Marriott Bonvoy Points for 3 nights and the best available rate for 2 nights. It doesn’t matter what nights on
what rate
You require one room only for 2 people, and would like to request a Non Smoking, King size bed, with a
refrigerator, extra towels and high floor
You would like to request that you have a bottle of champagne waiting for you in the room ready for your 8pm
arrival
Please make a note of the confirmation number __________________________________________
MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION
MARSHA Role-Play Exercises May 2019
