Reference no: EM133099908

You have just arrived for your shift in the reception area of a small resort. There are a number of items for you to follow-up from the last shift:

• a faxed request from a travel agent wanting to know if you can accommodate a group of 15 for three nights next week (five doubles, one triple and two singles), the agent needs a response within the next hour
• three requests for brochures
• two deposits to be processed
• you also need to advise final meal requirements with the restaurant for a group arriving tomorrow

Explain how each of these tasks would be processed.

Whilst you are working, you receive three calls. One is to check availability for a room next week, one from a guest complaining that the hot water system does not work in their room and one from a member of the public who thinks they want to make a reservation but need some extra information about the resort.

Explain how you would deal with each of these calls. With regard to the last call, assume that you are able to convince them that the resort will meet their needs. What procedures should you follow to take and confirm the reservation?

What documentation might you need to issue to customers as a result of all these tasks?

Include in your answer how you would distribute any documentation or materials to the customer, taking into consideration waste minimisation and environmental impacts.