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HSP101 Service Leadership
Voice Mail Assignment
Value: 5% of course mark
An increasingly important part of professional telephone skills is the ability to use voice
mail systems to the best advantage. Telephone usage patterns and the diversity and the
busyness of our lives make it more unlikely that we will have a “live” answer to our
phone calls. The ability to leave clear, concise, appropriate and accurate messages is,
therefore an essential skill for anyone working in customer service. This assignment will
require you to consider what goes into creating an effective message and to demonstrate
your ability to do so.
I expect a near perfect message left on my extension #77419 or a voice file that contains
the message from you explaining some bad news about a tourism scenario of your choice
from the hand out. Your message should be prefaced with your name, student
number, session number and scenario number.
Your message will be evaluated based on:
• the introduction
• clarity of the message, delivery, vocal quality
• appropriateness of your message & response to the scenario
• instructions regarding action to be taken
• contact information
• the summary and conclusion
• reflective paragraph
(please refer to the marking rubrics for details)
Please note: marks will be deducted for students who go over the 70 second limit. You
may only make one phone call so prepare in advance. If you are calling my extension #,
please call after 5pm or during weekend.
You should also prepare a script (exactly what you said in the voicemail) and a short
reflective paragraph (around 150 to 200 words) detailing what you found difficult about
this task and what you want to remember about voice messaging skills for your
professional future.
HSP101 Service Leadership
1. Your client, Mr. Jeff Foley, has arranged the trip of a lifetime for himself and his
wife to celebrate their 25th wedding anniversary. Their flight departure to London
is scheduled for tomorrow with immediate connection to the Orient Express for a
one-week rail excursion London – Paris – Venice. Following their rail journey
they have a motor coach tour planned which will take them into other parts of
Europe for two weeks. Your job is to notify them of a rail disaster, resulting in
the cancellation of the rail portion of their itinerary and suggest a course of action.
2. You are an incentive travel planner with Merits International. Your group
Goodyear Canada is scheduled to depart for Los Cabos in three days. This 60-
delegate group is being rewarded for outstanding sales performance and you have
designed an exciting itinerary of activities for them. The 5 star hotel they were
booked into has notified you of water problems on the property, which has
resulted in no running tap water. This may not be resolved by the time of their
arrival. Contact the group leader, Mr. Bob Smith, and suggest a course of action.
3. Honeymooners, John and Sue Caldwell booked six months in advance for the
Nassau South Beach Hotel. They depart Sunday morning and the property has just
informed you and your travel agency of property and beach damage as a result of
Hurricane George. Inform your clients and save the situation.
4. Your clients Jack and Betty White are currently at the Marriott, Miami. They flew
there yesterday to spend a couple of nights in Miami before boarding their cruise
ship in Miami for a 7 day Carnival Cruise. Their Carnival Cruise is scheduled to
depart tomorrow. You and your travel agency have just been advised by Carnival
that the ship has had a major fire and is currently still at sea. Carnival has
requested you notify your clients and inform them of the situation.
5. You are a coach tour escort working for Trafalgar Tours. You are scheduled to
escort a group of nuns on a tour of Italy, which will include Rome and the
Vatican. The hotel in Rome they are booked into for next week has just notified
you of a hotel strike resulting in no accommodation there and overbooking at all
other Rome hotel properties. Your job is to notify the group leader by telephone,
Sister Mary Beth, and suggest a course of action.
6. Your client, the famous rock band The Barenaked Ladies, has booked a private
aircraft charter with you for tomorrow morning Toronto to San Francisco. They
are scheduled to perform a benefit concert in San Francisco tomorrow evening.
The private aircraft is currently grounded in Miami as a result of a major weather
disturbance and hurricane. It is possible the aircraft may not make it back to
Toronto in time to fly the group to San Francisco before their concert. Notify the
group manager, Mr. Frank Grotto, and suggest a course of action.
7. You are a catering coordinator with the Harbour Castle Hotel. Your clients Joe
Villani and Gina Garabaldi are being married tomorrow with the reception for 500
people at your hotel. The wedding cake has arrived and it is badly damaged. Call
Gina and break the news. Suggest a course of action.
8. You are a travel agent and just realized that you gave the wrong tickets to your
clients, Tim and Sarah Hughes. Your clients are booked on a flight leaving for
Cancun, Mexico this evening and in error you have given them tickets for a flight
departing tomorrow evening. How can you leave a message to make this
situation right?
9. It is 3pm and you have just commenced your evening shift at the Grand Hotel as
front desk customer service representative. Upon reviewing this evening’s arrival
list/check-ins you realize you are extremely overbooked. The front office manager
directs you to notify your loyal business guest, Ms Vicky Foley of the situation
and suggest a course of action.
10. You are an incentive travel planner with Merit Travel. Your group Goodyear
Canada is scheduled to depart for Los Cabos in three days. This 60-delegate group
is being rewarded for outstanding sales performance and you have designed an
exciting itinerary of activities for them. The 5 star hotel they were booked into has
notified you of water problems on the property, which has resulted in no running
tap water. This may not be resolved by the time of their arrival. Contact the group
leader, Mr. Bob Smith, and suggest a course of action.
11. Honeymooners, John and Sue Caldwell booked six months in advance for the
Nassau South Beach Hotel. They depart Sunday morning and the property has just
informed you the travel agent of property and beach damage as a result of
Hurricane George. Inform your clients and save the situation.
12. Your guests Jack and Betty White are currently checked in with you at the
Marriott, Miami. They arrived yesterday to spend a couple of nights before
boarding their cruise ship in Miami for a 7 day Carnival Cruise. They requested
an adjoining room for their children arriving this evening but it has just been
brought to your attention that the guests in the adjoining room have extended their
stay and will not be departing. Your front office manager has requested you notify
Mr. & Mrs. White of the situation and suggest a course of action.
13. You are a coach tour escort working for Trafalgar Tours. You are scheduled to
escort a group of nuns on a tour of Italy, which will include Rome and the
Vatican. The hotel in Rome they are booked into for next week has just notified
you of a hotel strike resulting in no accommodation there and overbooking at all
other Rome hotel properties. Your job is to notify the group leader by telephone,
Sister Mary Beth, and suggest a course of action.
14. Your client, the famous rock band Maroon Five, has booked a private aircraft
charter with you for tomorrow morning Toronto to San Francisco. They are
scheduled to perform a benefit concert in San Francisco tomorrow evening. The
private aircraft is currently grounded in Miami as a result of a major weather
disturbance and hurricane. It is possible the aircraft may not make it back to
Toronto in time to fly the group to San Francisco before their concert. Notify the
group manager, Mr. Frank Grotto, and suggest a course of action.
15. You are a catering coordinator with the Westin Harbour Castle Hotel. Your
clients Joe Villani and Gina Garabaldi are being married tomorrow with the
reception for 500 people at your hotel. The wedding cake has arrived and it is
badly damaged. Call Gina and break the news. Suggest a course of action.
16. You are a travel agent and just realized that you sent the wrong flight e tickets to
your clients, Tim and Sarah Hughes. Your clients are booked on a flight leaving
for Cancun, Mexico this evening and in error you have given them tickets for a
flight departing tomorrow evening. How can you leave a message to make this
situation right?
17. You are employed as the dining room manager at the Oliver & Bonacini
Restaurant, Bayview Village. Last evening the kitchen had a small grease fire
resulting in the closure of the restaurant for the next 7 days for renovations. Your
party room was booked this Sunday for a private 50th Birthday lunch. It is
essential you notify the client Ms Judy Black and suggest the course of action.
18. You are employed with the Courtyard Marriot, Markham as a food & beverage
server and you have just had a visit from the local health inspector. They have
closed your restaurant for tomorrow due to high bacteria count in the refrigerator.
You must notify your regular guest Sue Mills and identify a course of action.
19. You are employed as a call center representative at Great Wolf Lodge, Niagara
and your pool has just been closed for a two day intense cleaning. Your manager
has requested you notify this evening arriving guests the Dickson family and their
4,6, and 8 year old children including a suitable course of action.
HSP101 VOICE MAIL ASSIGNMENT GRADING SHEET – 5% of your final mark
NAME:
SCENARIO # Total Marks
out of: 100
DATE:
TIME:
POINTS COMMENTS
Introduction
/5
Clarity of message
& delivery
/15
Energy
/10
Response to scenario
/10
Action to be taken
/10
Closure / summary
/5
Contact name & phone #
/15
Reflection
/20
Script
/10
- Using Voice Mail Effectively
Voice Mail Scenarios
