Making Reservations

Receptionist: Hello, Good morning, Welcome to Balesin Island Club.

This is ____________, how may I help you?

Client: Hi, good morning. I'd like to make a reservation for the third
weekend in December. Do you have any vacancies?

R: Yes sir, we have several rooms available for that particular weekend.
And what is the exact date of your arrival?

C: On December 21.

R: How long will you be staying?

C: I'll be staying for two nights.

R: How many people is the reservation for?

C: There will be two of us.

R: And would you like a room with twin beds or a double bed?

C: A double bed, please.

R: Great. And would you prefer to have a room with a view of the
ocean?

C: If that type of room is available, I would love to have an ocean view.

What's the rate for the room?

R: Your room is P20, 000 per night. Now what name will the reservation
be listed under?

C: Jespher Garcia

R: Could you spell your name for me, please?

C: Sure. J-E-S-P-H-E-R G-A-R-C-I-A

R: Okay let me repeat. You are JESPHER GARCIA spelled as Juliet, echo,
sierra, papa, hotel, echo, romeo, Golf, alpha, romeo, Charlie, india,
alpha, is that correct?

C: Yes.

R: And is there a phone number where you can be contacted?

C: Yes, my cell phone number is 0921-777-2341

R: Great. Now I'll need your credit card information to reserve the room
for you. What type of card is it?

C: Visa. The number is 987654321.

R: And what is the name of the cardholder?

C: Jespher Garcia

R: Alright, Mr. Garcia, your reservation has been made for the 21 st of
December for a room with a double bed and view of the ocean. Check-
in is at 2 o'clock. If you have any other questions, please do not hesitate
to call us.

C: Great, thank you so much.

R: My pleasure. We'll see you in September, Mr. Garcia. Have a nice

day.
Checking-In

Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How

may I help you?

Guest: I have a reservation for today. It's under the name of Hannighan.

Hotel: Can you please spell that for me, sir?

Guest: Sure. H-A-N-N-I-G-H-A-N.

Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with
a view of the ocean for two nights. Is that correct?

Guest: Yes, it is.

Hotel: Excellent. We already have your credit card information on file. If

you'll just sign the receipt along the bottom, please.

Guest: Whoa! Five hundred and ninety dollars a night!

Hotel: Yes, sir. We are a five star hotel after all.

Guest: Well, fine. I'm here on business anyway, so at least I'm staying
on the company's dime. What's included in this cost anyway?

Hotel: A full Continental buffet every morning, free airport shuttle

service, and use of the hotel's safe are all included.

Guest: So what's not included in the price?

Hotel: Well, you will find a mini-bar in your room. Use of it will be
charged to your account. Also, the hotel provides room service, at an
additional charge of course.
Guest: Hmm. Ok, so what room am I in?

Hotel: Room 487. Here is your key. To get to your room, take the
elevator on the right up to the fourth floor. Turn left once you exit the
elevator and your room will be on the left hand side. A bellboy will
bring your bags up shortly.

Guest: Great. Thanks.

Hotel: Should you have any questions or requests, please dial 'O' from
your room. Also, there is internet available in the lobby 24 hours a day.

Guest: Ok, and what time is check-out?

Hotel: At midday, sir.

Guest: Ok, thanks.

Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward

Hotel.

Check-out / Getting to the airport

Hotel: Did you enjoy your stay with us?

Guest: Yes, very much so. However, I now need to get to the airport. I
have a flight that leaves in about two hours, so what is the quickest way
to get there?

Hotel: We do have a free airport shuttle service.

Guest: That sounds great, but will it get me to the airport on time?
Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes
approximately 25 minutes to get to the airport.

Guest: Fantastic. I'll just wait in the lounge area. Will you please let me
know when it will be leaving?

Hotel: Of course, sir. Oh, before you go would you be able to settle the
mini-bar bill?

Guest: Oh yes certainly. How much will that be?

Hotel: Let's see. The bill comes to $37.50. How would you like to pay for
that?

Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge
it to my company.

Hotel: Absolutely. Here we are sir. If you like you can leave your bags
with the porter and he can load them onto the shuttle for you when it
arrives.

Guest: That would be great thank you.

Hotel: Would you like to sign the hotel guestbook too while you wait?

Guest: Sure, I had a really good stay here and I'll tell other people to
come here.

Hotel: That's good to hear. Thank you again for staying at The Grand
Woodward Hotel.

Conversation handling check in guest

Hotel: Good afternoon. Welcome to the Grand City Hotel. How may I
help you?

Guest: I have a reservation for today. It's under the name of Hannighan.

Hotel: Can you please spell that for me, sir?

Guest: Sure. H-A-N-N-I-G-H-A-N.

Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with
a view of the ocean for two nights. Is that correct?

Guest: Yes, it is.

Hotel: Excellent. We already have your credit card information on file. If

you'll just sign the receipt along the bottom, please.

Guest: Whoa! Five hundred and ninety dollars a night!

Hotel: Yes, sir. We are a five star hotel after all.

Guest: Well, fine. I'm here on business anyway, so at least I'm staying
on the company's dime. What's included in this cost anyway?

Hotel: A full Continental buffet every morning, free airport shuttle

service, and use of the hotel's safe are all included.

Guest: So what's not included in the price?

Hotel: Well, you will find a mini-bar in your room. Use of it will be
charged to your account. Also, the hotel provides room service, at an
additional charge of course.

Guest: Hmm. Ok, so what room am I in?

Hotel: Room 487. Here is your key. To get to your room, take the
elevator on the right up to the fourth floor. Turn left once you exit the
elevator and your room will be on the left hand side. A bellboy will
bring your bags up shortly.

Guest: Great. Thanks.

Hotel: Should you have any questions or requests, please dial 'O' from
your room. Also, there is internet available in the lobby 24 hours a day.

Guest: Ok, and what time is check-out?

Hotel: At midday, sir.

Guest: Ok, thanks.

Hotel: My pleasure, sir. Have a wonderful stay at the Grand City Hotel

HANDLING CHECK IN (WALK IN GUEST)

R : Good evening sir.

Can I help you?

G : Good evening. What the name of this hotel?

R : The name of this hotel is “Rose Hotel”.

G : I think Rose hotel is beautiful name.

R : Thank you

G : You are welcome. Is there any room vacant?

R : Yes there is.

G : I want to reserve a room. May I see the room, first?

R: Of course.

G : I would like room with a bath. By the way, Have you a room looking
on the garden ?

R : Yes, I have. Excuse me sir, May I know your name?

G : Yes, I will introduce my self. My name is Mr.Justin Dale. I come from

California. I am a Vice President.

R : May I write your telephone?

G : OK. You can write. 805 963 9171

R : Thank you for your information Mr. Justin.

G : I am staying two nights in this hotel. How much does it cost per
night?

R : You must pay Rp. 500.000,- per night

G : OK! May I have meals in this hotel?

R : Of course sir.

G : What’s my room number?

R : Mr. Justin your room is number 202. This is envelope inside

completed with ID card and your breakfast voucher for tomorrow
morning.

G : yes thank you. Will you have our bags sent up?

R : Yes, oue bellboy will escort you to your room now..

G : OK Thanks.

R : Mr. Justin I hope you nice stay with us. If you have some trouble,
don’t hesitated to contact us. Please dial number 103 our reception will
help you. Thank you very much

G : You’re welcome

Check-in by Travel Voucher conversation

R : Good moring, welcome to edotel Malang. How may I assist you?

G : Good moring, I'd like to stay in your hotel for today

R : Excuse me, may i know your name please, madam?

G : My name is Sintawati from Jakarta

R : One moment please, I'll check your reservation (The receptionist

checking the reservation in the expected arrival list to fint out detail the
guest).

Yes, Mrs. sintawati your name is our list. you booked 1 junior deluxe for
2 night. you have special request need a fruit basket and the payment
will be paid by NATA Tour and Travel. is that right, madam?

G : Yes, that's right

R : Excuse me, may I borrow your ID card, madam?

G : Of course. (give the ID to the receptionist)

R : Excuse me, can you sign here and please write your phone number
madam?
G : Yes i can

R : Mrs. sintawati your room is number 102. This is your envelope

included completed wih ID card and your breakfast for 2 person
tommorow morning. anything else, madam?

G : No thank you. will you have our bags sent up?

R : Yes, our bellboy wil escort you to your room now.

Belbboy please!!

please escort Mrs. sintawati to her room number 102, this is the guest
key and the guest card.

B : Yes, madam

R : Mrs. sintawati, i have you nice stay with us. If you some trouble
don't he hesitated to contact us. Please dial number 103 our
receptionist will help you. Thank you

G : You're welcome

GUARANTEE LETTER

PT. BIRU LANGIT

Jl. brawijaya no. 60 Bandung

Tepl/Fax : 0321-5656000/0321-5656001 website:www.birulangit.co.id

RE : Guarantee Letter
To :

Front Office Manager

Grand City Resort

Jl. Arumdalu no. 01-05 Batu-Malang

Dear sir/mam,

Regarding the aggrement between us about the accomodation here in

after would be recommended to my guest stay in you hotel. The guest
under specification as follows :

Name : Mr. Andriek Yudha

Position : General Manager

Type of room : 1 President suite room

Number of person : 1 pax

Room rate : 2.250.000/nett

Arrive date : January, 12, 2013

Departure date : January, 16, 2013

Special request : Non smooking floor & quit room, the room is view
mountain, and fruit basket

During his stay room and all facilities will be paid by our company.
December, 19, 2012

Sincerelly yours

Mrs. Dessy Indriani

President director

How To Handle Hotel Guest Complaints

To handle hotel guest complaints, you will benefit from a familiarity in

or with:

Knowledge of relevant hotel policy

Front desk guest parameters

Managerial resources

Maintenance access

Customer service

Resolution expertise

Retention skills

Diplomacy

Patience
Listen attentively to the hotel guest’s complaint. It is important for a
desk clerk—or any other member of the hotel’s staff—to make eye
contact upon listening to the guest. The desk clerk should maintain
serious facial expression, and poise in posture that demonstrates
attention. Avoid any temptation to interrupt or interject while the guest
is voicing a complaint. This strategy shows respect to a guest that is
dissatisfied, while it enables the desk clerk to understand the problem.

Identify with the hotel guest. Rather than to express an all-so-common,

“I am sorry,” sincerely acknowledge with a full apology for the guest’s
unfortunate experience or inconvenience. Apologizing does not reflect
upon a desk clerk’s representation, though rather and appropriately on
the behalf of the hotel. When a hotel representative identifies with the
guest, an opportunity to establish communication and confidence is
possible.

Assess the complaint. In a proactive manner, substantiate any

circumstance or issues that are adversely impacting the guest’s hotel
stay. In a feasible fashion, promptly advise this guest that a solution to
the problem will be sought. Display sensitivity, and inquire of the guest
if any form of temporary comfort or convenience may suffice while this
complaint receives attention. If at all possible, deliver on what the guest
may temporarily request. Should the interim request be impossible to
provide, suggest other momentary alternatives that are available.

Consider the guest’s complaint. Quickly categorize the complaint as to

its origin—essential, amenity or service. Determine how the complaint
ranks in its severity. Decide the best course of action to seek a
resolution. Contemplate if such a complaint is within the scope of the
hotel’s front desk to resolve, or will it necessitate a more extensive or
external option.

Plot the course towards resourceful action. Use the origin of a guest’s
complaint to seek resources. Decipher if the nature of the matter is a
housekeeping, maintenance, amenity, or service issue. Draw upon a
responsible hotel source that correlates with whatever matter is at
cause for the complaint.

Delegate a complaint to the appropriate resource. For an optimum

resolution, immediately make all possible efforts to contact the
appropriate member of hotel personnel. Upon reaching the applicable
staff member, thoroughly, though concisely, explain the guest’s
complaint. Inquire of the responsible staff member as to how the issue
will be resolved, and the approximate time that it may take to remedy
such a posed situation.

Apprise the guest of action. Advise the inconvenienced guest as to how

this hotel is progressing to resolve an unacceptable situation. Should
the scope of the problem be excessive in either scope or time frame,
then take a different course of action, and accommodate the guest.

Compensate for the hotel’s mishap. When a guest’s complaint has been
addressed and resolved, do not let the inconvenience pass without
retribution. Dependent upon the infraction, present this guest with
extra amenities, service, upgrade, or even an additional night’s stay.
Through such an ethical act of hospitality, both guest retention and
satisfaction are achieved.

If circumstances are at an extreme, exercise alternative options. Should

the complaint, upon validation, be to the extremes that exceed a
reasonable remedy, relocate the guest to equal or greater
accommodations—without any further charges
 Phonetic Alphabet used in Front Office
Services

Alpha,  Victor, 
Bravo, Whiskey, 
Charlie,  X-ray, 
Delta,  Yankee, 
Echo, Zulu.
Foxtrot,
Golf, 
Hotel, 
India, 
Juliet, 
Kilo, 
Lima, 
Mike, 
November, 
Oscar, 
Papa, 
Quebec, 
Romeo, 
Sierra, 
Tango, 
Uniform, 
CRISANTO -5/10
WENALYN – 9/10
ROWELA – 10/10
JOMEL – 10/10
SHIRINE- 10/10
VINCE- 10/110