Pretend you are working at the front desk of the hotel. Create a SALES SCRIPT for each of the scenarios below:

Your role for each scenario: Front desk staff

2nd person - a telephone customer 3rd person - in person guest

TASK:

Research - Fairmont Hotel Vancouver ( 900 West Georgia St, Vancouver, BC V6C2W6 CA)

Scenario A:

1. A couple is booking a room for their anniversary. Right now they are in a basic suite but you think they can do better. Try to upsell them to the junior suite with the Romantic Package which includes a bottle of Champaign upon arrival, a couples massage at the hotel spa, and a free glass of wine with dinner at the hotel restaurant. (telephone customer)

2. A family of 4 (mom, dad, and two children ages 5 and 7) are in town for the first time and asking you to give some ideas what they can do for fun. (Tell them what is around the hotel for fun and entertainment). Sweeten the deal but offering other travel tips, ways to get around the city, and restaurant options in the area. (in person customer)

Scenario B:

3. There is a business man staying at your hotel who just found out his flight was canceled. He currently doesnt have a place to stay and the next available flight isnt for another two days. Try to convince him to stay at the hotel for the extra nights and to take a little vacation. Maybe try to convince him to book a spa day at the hotel spa, or get him to see the sights on a guided tour of Vancouver. (telephone customer)

4. You are checking out an elderly couple after their 4 day vacation. You hear one of them mention that they had a great time at the golf tournament and they cant wait to play again next year. Try to capitalize on this moment and convince them to book a reservation for next year already. (in person customer)