Practise a written guest reply
Answer a guest in a hotel messaging screen or mailbox, and check the draft before it goes out.
- Location
- Learning → Practise → written scenario; /practice/written
- Access
- Active Learning access and available practice allowance.
Procedure
- Open the practice and read the brief. Choose when the guest replies, then select Start the practice.
- Read the messages. Open the guest record or How this hotel works when a reply needs a fact.
- Write the reply, check it against Before you send, and send it.
- When the practice allows it, select Finish and see feedback. The feedback page records the practice in Learning activity as it opens.
Controls
| Control | Function |
|---|---|
| Start the practice | Opens the practice session with the chosen reply timing. |
| Read the brief again | Reopens the brief. The session carries on. |
| Guest record | Shows what the desk holds about the guest, with any folio to open. |
| Actions | Lists the desk actions the scenario allows. Each adds a note the guest does not see. |
| How this hotel works | Shows what the desk may promise and how the hotel runs requests. |
| Check the draft | Reads the unsent draft against the points under Before you send and marks the lines it quotes. |
| Edit the draft | Returns from the marked draft to the editor. |
| Ask for a hint | Shows one suggestion for the open reply. |
| Send | Sends the reply. In messages, Enter sends and Shift+Enter starts a new line. |
| Discard | Clears an email draft. |
| Finish and see feedback | Closes the conversations and asks for feedback on the replies. |
| Ask for feedback again | Requests feedback again after a feedback-generation failure. |
| Practise again | Starts a new attempt. |