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  • Front Office Script

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    Lovely Camille Basalo Drilon
    1K views3 pages
    The document summarizes two scenarios - a walk-in reservation and a phone reservation at a hotel front desk. In the walk-in scenario, the guest Kristi checks in and is given her room key, ID card, cash receipt, and breakfast voucher. She is reminded of hotel policies. In the phone reservation, guest James reserves a room over the phone. He provides his credit card for deposit and is given his guest card, room key, and breakfast coupon. He is also reminded of hotel check-in/out times and policies.

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    FRONT OFFICE SCRIPT

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    The document summarizes two scenarios - a walk-in reservation and a phone reservation at a hotel front desk. In the walk-in scenario, the guest Kristi checks in and is given her room key, ID card, cash receipt, and breakfast voucher. She is reminded of hotel policies. In the phone reservation, guest James reserves a room over the phone. He provides his credit card for deposit and is given his guest card, room key, and breakfast coupon. He is also reminded of hotel check-in/out times and policies.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    1K views3 pages

    Front Office Script

    Uploaded by

    Lovely Camille Basalo Drilon
    The document summarizes two scenarios - a walk-in reservation and a phone reservation at a hotel front desk. In the walk-in scenario, the guest Kristi checks in and is given her room key, ID card, cash receipt, and breakfast voucher. She is reminded of hotel policies. In the phone reservation, guest James reserves a room over the phone. He provides his credit card for deposit and is given his guest card, room key, and breakfast coupon. He is also reminded of hotel check-in/out times and policies.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 3

    FRONT OFFICE SERVICES NCII SCRIPT

    WALK-IN RESERVATION

    R: Good morning, welcome to Aldira Hotel. How may assist you.


    G: Good morning, i want to stay at this hotel.
    R: Excuse madam/sir, have you made reservation before?
    G: Yes, I have.
    R: may I know you name, please?
    G: My name is Kristi.
    R: wait moment, please. I will check for you.
    G: Yes thank you.

    LOOKING FOR GUEST NAME IN RESERVATION RACK


    R: Miss Kristi, your name in our list. And your pay by travel agent, is
    that right miss?
    G: Yes that right.
    R: May i have your voucher, please?
    G: Yes you may.
    R: Would you like to fill the registration from, please?
    G: Can you help me to fill this?
    R: Yes, alright.
    May I borrow your ID card, please?
    G: Yes you are.
    R: Thank you.

    FILL THE REGISTRATION CARD, AND COPYED TO GUEST CARD, AND


    THAN INFORM TO THE GUEST

    R: Miss Kristi, your room number is 204, we charge you php. 275.000,00 included 21% tax
    & service and breakfast for 2 person. You stay with us until 1 January 2018, is that right
    Madame?
    G: Yes that’s right.
    REMINDERS
    •, if you would like going to outside hotel, please keep your room key in the receptionist desk because, if
    you lost your guest card hotel will be charge you PHP. 2,000.00 extra charge. Secondly for guest card
    you can keep this one during you stay in our hotel.
    Breakfast coupon. If you would like to have a breakfast, please come to restaurant. It’s open from 06.00
    A.M until 10.00 A.M, and don’t forget to bring your breakfast coupon at the cashier. And if you have
    some letter and facsimile, please, you can come at receptionist desk. And we’ll be help you and the last
    information are for the check-out time at 12.00 P.M at noon.
    . All payments/ deposit made are non-refundable
    . Bringing of durian and Marang inside the hotel is not allowed
    . Smoking inside the rooms in not allowed
    . Pets are not allowed inside the hotel premises
    R: Excuse me, this is your envelope inside completed with ID card, cash receipt and your
    breakfast voucher for tomorrow morning.
    G: Yes thank you.
    R: Excuse me, are you ready go to your room now?
    G: Yes I am ready.
    R: Our bell boy will escort you to your room now.

    PHONE CALL RESERVATION


    Reception : Good morning, Thank you for calling to MARCO POLO DAVAO, how may I
    help you?
    Guest : Good morning, I would like to have a reservation.

    R: wait moment, please. I will check for you.

    G: Yes thank you

    Reception: May I know what type of room do you want to get, for how long time and how many
    person Sir?

    [Type text] Page 1


    FRONT OFFICE SERVICES NCII SCRIPT

    Guest: I want to reserve one standard twin bed room for 5 nights, it’s from 3 rdFebruary 2018 until
    7th February 2018 and that’s for one person.

    Reception: Wait a moment please Sir, I would like to check the room available that you want on
    that period.

    Guest : Yes, please …


    *** Few second later ***
    Reception: Thank you for your waiting Sir, you’re very lucky because, one standard twin bed
    room still available on that period. May I explain to you about room and hotel facilities, Sir?

    Guest : Yes, please …

    Reception: The room facilities in our hotel such as private balcony, living room, kitchenette,
    refrigerator with mini bar, wardrobe, television, Telephone with telephone attention, air
    conditioner and safety deposit box. Bath room complete with shower, bath tub and wash basin
    complete hot and cold running water. And the hotel facilities such as restaurant and bar, coffee
    shop, meeting room, tailor, laundry, saloon and beauty, sport area and parking area. The room
    rate is php.250.000, 00 net include breakfast. Well Sir, would you like to take this room?

    Guest: Yes, I take this room.

    Reception: Well Sir, please fill this registration card, this is your pen and this is your welcome
    drink, please enjoy it!

    Guest: Ok, Thank you.

    (Reception fills the guest card and breakfast coupon)

    Guest: I’ve finished filling the registration card.

    Reception: Thank you; may I check your registration card, please?

    Guest: Yes, of course.

    Reception: Well Mr. James, may I know about your payment?

    Guest: I’ll pay by credit card, May I know what kind of credit card you accept in your hotel?

    Reception: In our hotel accept 3 kind of credit card such as: AMEX (American express), BANK
    AMER, and DC (Diner club). May I know what type of credit card do you have?

    Guest : I’ll pay by AMEX.

    Reception: May I borrow you credit card please, because I will take your deposit 100% the room
    rate for one night, so that’s PHP. 250.000,00.
    Guest: Ok, this is my credit card.
    *** Few second later ***
    (Reception fills the cash receipt)
    Reception: Thank you Mr. James, this is your credit card and cash receipt. Please you can check
    again your deposit.

    Guest: Yes, that’s alright.

    Reception: Well, Mr. James, may I repeat your guest card?

    Guest: Yes, please.

    Reception: Well, your name is Mr. James Smith and your room number is Melati 2, the room
    rate is PHP. 250.000,00 nett included breakfast and your departure date is 7th February 2011, is
    that right, Sir?

    Guest: Yes, that’s right

    Reception: Our hotel have some information such as, at the F.O cashier, we have safety deposit
    box, if you have valuable things please, you keep in there. Because in our hotel not responsibility
    for the lost valuable. It’s just for information Sir, check out time in our hotel at 12.00
    [Type text] Page 2
    FRONT OFFICE SERVICES NCII SCRIPT

    · (show the room key and guest card)


    This is your room key and guest card. First of all, if you would like going to outside hotel, please
    keep your room key in the receptionist desk because, if you lost your room key our hotel will be
    charge you PHP. 25.000,00 extra charge. Secondly for guest card you can keep this one during
    you stay in our hotel.
    · (show the breakfast coupon)
    This is you breakfast coupon. If you would like to have a breakfast, please come to Bog sari
    restaurant. It’s open from 06.00 A.M until 10.00 A.M, and don’t forget to bring your breakfast
    coupon at the cashier. And if you have some letter and facsimile, please, you can come at
    receptionist desk. And we’ll be help you and the last information are for the check-out time at
    12.00 P.M at noon. Well, Mr. James that all clear for you?

    Reception: Wait a moment please Mr. James, I’ll calling the bell boy because our bell boy will
    be escort you to your room. (Calling the bell boy) bell boy please!

    Bell boy: Yes, I am.

    Reception: Please you escort Mr. James to the room Melati 2 and these are the guest card,
    breakfast coupon, and the room key. Well, Mr. James if you need more information or something
    else please you dial extension number 0 from room telephone or you can come to the reception
    desk, thank you for coming, I hope you have a nice stay in our hotel and have a good vacation.

    Guest : Thank you for all of service.

    Reception: You’re welcome.

    [Type text] Page 3

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