RECEPTIONIST HOTEL CONVERSATION
Reservation by phone
Check in with reservation
Booking Room
CONVERSATION
RESERVATION BY TRAVEL AGENT
R : Good morning, welcome to Aldira Hotel. How may
assist you.
G: Good morning , i want to stay at this hotel.
R: Excusme 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 RESERVATIN RACK
R: Miss Kristi, your name in our list. Your book
204, and your pay by travel agent, is that right miss ?
G: Yes that right.
R: May i have your voucher, please?
G: Yes you are.
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 Rp 275.000,00 included 21% tax &
service and breakfast for 2 person. You stay with us until 1 january
2011, is that right madame ?
G: Yes that’s right.
R: Excuse me, this is your envelope inside completed
with ID card, cash receipt and your breakfast voucher for tommorrow 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 escorte you to your room now.
CONVERSATION
RESERVATION BY PHONE
R: Good morning , this is reservation seaking. How
may assist you?
G: Good morning, I would like to book a room,
please?
R: Yes Sir, may I know what date you will be
arriving?
G: I will be arriving on 15 december 2012 until 18
december 2012.
R: Wait a moment please, I will check available
room.
G: Yes, please.
R: You are lucky, because room still available for
you.
G: Yes, please your explain about room fasilities and
hotel fasilities?
R: In our hotel
have three type room, the first suite room, second deluxe room, third is
standart room, the view is pool. the room facilities is privat balcony, living
room, small kichen, mini bar, wardobe, television, telephone, air conditioner,bath
room complete with shower, bath tub with hot and cold running water, wash basin
. And hotel fasilities complete with boga sari restaurant,meeting room, sport
area,parking area, laundry, and beuty salon and spa.
Well,,, the room rate is suite Rp 350.000,00 , deluxe Rp 275.000,00 , standart
Rp 250.000,00 net include breakfast for 2 person.Which one do you like?
G:
Yes I like 1 suite room, for three night.
R: Alright Sir, May I kno about your name.
G: My name is Budiawan.
R: Yes sir , May I know
how about your deposit, please ?
G: Ok, I will pay, how
much I shoud pay ?
R:
You must pay Rp 350.000,00 for one night ?
G:
Of course. If that possible , May I tranfer the payment ?
R:
Sure, If you want transfer the payment, you can tranfer with BCA bank in your
city, and our account is 11234560000, is that alright, Sir ?
G:
Ok. Thank you for you information.
R:
May Repeat your Request, Sir ?
G:
Yes Please.
R:
Mr Budiawan, you would like one suite room,and the rate is Rp 350.000,00 neet +
Breakfast, you will be arriving at 15 december 2012
Until 18 december 2012, you will be pay the deposit with rekening,
And Would you like a something else ?
G:
No thank, I thing it is inaft.
R:
Thank you very much for you reservation. Loking forwad for your coming to our
hotel. Have you have any cencellation about your reservation, please inform as
soon sa possible.
G:
Thank you very much for your service.
R:
Your Welcome.
Conversation Walk in Guest
Reception : Good morning, welcome to Edotel Hotel Denpasar, how may I help you?
Guest : Good morning, I would like to
stay here.
Reception : Do you have any reservation before,
Sir?
Guest : No, I don’t have.
Reception:
May I know what type of room do you want to get, for how long time and how many
person Sir?
Guest: I
want to reserve one standard twin bed room for 5 nights, it’s from 3rd
February 2011 until 7th February 2011 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 Rp.250.000,00 nett 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 Rp. 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 Rp. 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
·
(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 Rp. 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 Bogasari 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?
Guest: Yes,
thank you for your information. Well, may I’m asking you about something?
Reception:
Yes, course sir.
Guest:
Alright, this evening I have a plan to going outside hotel to shopping a lot of
things, but I still confused. Can you suggest me where is the department store
is near from here? And it should be has good qualities for the product.
Reception:
Well sir, I suggest you to go to Matahari Departmnet Store.
Guest: Can
you give some information about that place? And what something special I can
get there?
Reception:
Matahari deparment store is located at Denpansar, if you’d like to going to
this place it’s about five kilometers and if there are not any traffic jam you
don’t need to spend a lot of your time because you just need spend your time
around 25 minutes by car. If you in there, you can get anything about fashion
such as: shoes, shirt, T-shirt, etc. and also if you’d like to have dinner you
can find KFC there.
Guest : Wow, I think it will be nice. But, is there
any game center?
Reception:
Yes, you can find Timezone. It can make you feel quite happy.
Guest : It’s great. But I want to ask you where I
should to order the taxi?
Reception:
if you get any difficulty, we can help you to order the taxi. Well sir, do you
agree with this?
Guest : Yes, it’s good idea, it’s very helpful. May
I know about the taxi’s fare from here?
Reception:
It won’t need cost much. It’s about Rp. 5000,-
it is not expensive is it, Sir?
Guest : Yes, it’s nice. Thank you for information.
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.
MAKING RESERVATION
reception:
Hello, thank you for calling the Desolation Hotel. My name is Pierre. How can I
help you?
Syl: Yes,
hello. I’d like to make a reservation.
reception:
Certainly. When would you like to check in?
Syl: Do you
have any rooms available for October 12th?
reception:
Yes we do. And for how many nights will that be?
Syl: That’s
four nights.
reception:
So you’ll be checking out on October 16th, then?
Syl: No, the
17th.
reception:
I’m sorry sir, that’s, uh… The 17th would be five nights.
Syl: Aaah,
right, right. Sorry.
reception:
No problem, sir. So that’s five nights and you’ll be checking out on the 17th?
Syl: Yep.
reception:
Okay. And would you like a smoking room or a non-smoking room?
Syl: No
smoking, please.
reception:
Certainly.
Syl: By the
way, how much are the rooms?
reception:
Well, the rates depend on the type of room. For the nights you’ll be staying,
we have the Deluxe Executive Suite and a standard room available. The Deluxe
Executive Suite is $649, plus tax, per night.
Syl: Oh wow!
How much is the standard room?
reception:
The standard room is $233, plus tax.
Syl: OK,
I’ll take the standard room, please
reception:
No problem sir. May I have your name, please?
Syl: Yes,
it’s Syl Primeau.
reception:
Could you spell that for me, please?
Syl: Sure.
It’s, uh, S-Y-L P-R-I-M-E-A-U.
reception:
S-Y-L P-R-I-M-E-A-U?
Syl: Yup,
that’s rigonht.
reception:
Great. OK, and how will you be paying?
Syl: Do you
take Visa?
reception:
Yes we do. Would you like to use that?
Syl: Yes,
please.
reception:
Okay, great. Can I have your credit card number, please?
Syl: Let me
check. Just a moment, please. (Gets wallet.) That’s, uh… Let me see here…
Yeah, it’s, uh… 1234 5678 9000.
reception:
OK, let me confirm that number. Is it 1234 5678 9000 ?
Syl: Yes,
that’s right.
reception:
OK, and what’s the expiration date?
Syl: The
expiry date? Is, uh, April 2014.
reception:
April, 2014. OK. Okay, great! You’re all set. Will there be anything else
today?
Syl: No, that’s
fine. Thanks.
reception:
OK. Thank you. Have a good day sir.
Syl: Thanks.
You too.
reception:
Goodbye.
CONVERSATION
RESERVATION BY GUARANTED LETTER
CLERK : Good morning.
Reservation section, martin
speaking
May I assist you?
GUEST : Good Morning, I’d like to reserve a room.
CLERK : For how many persons, miss? And what kind
of room do you need?
and for how long?
GUEST : For one person and I reserve one standard
double room for 3 nights. And
may I know about the room rate?
CLERK : Yes miss. The room rate is US$ 120 per night.
And when you will arrive in our hotel?
GUEST : On December 20t , 2010
CLERK : Yes miss. Wait a moment please, I will check
first (checking)
good news miss, the room you
need is available for that period .
May I know your name, miss?
GUEST : My name is
DEVI NOVITA
CLERK : D-E-V-I N-O-V-I-T-A. is that’s correct,miss?
GUEST : Yes.
CLERK : Is this reservation for you, Miss Devi?
GUEST : No , I’m reserve this room for my accounting manager, his name
is Mrs Maria.
CLERK : M – A – R – I – A. is that’s correct, Miss
Devi?
GUEST : Yes. And can I have the room with the garden
view, please?
CLERK : All right, miss. One room with the garden
view.
May I have your phone number,
please?
GUEST : 085756474500
CLERK : May I have your company name with the
address, please?
GUEST : PT.Makmur Jaya, on Jalan Kemiri No.23
Jakarta, Indonesia
CLERK : May I know about the arrival detail, please?
GUEST : At the airport By GA / 312 about 5 P.M
CLERK : May I know how about the payment?
GUEST : By company account and my company will pay
about the room rate,breakfast
and lunch and other transaction by
personal account.
CLERK : Yes miss.
anythink else?
GUEST : No, thank you.
CLERK : Would you like to send guaranteed letter to our hotel, please?
today if possible.
GUEST : Yes,I will send guaranteed letter today by
fax.
CLERK : Thank you miss Devi, And may I repeat about
your reservation?
GUEST : Yes of course.
CLERK : Miss Devi you reserve one standard room with
the garden view for your accounting
manager his name is Mrs Maria and the room rate is US$
120 nett/night. She
will stay in our hotel start from October 18, 2010 for 3 nights and the flight
number is GA / 312 arrive at 5 P.M, your phone number is 085756474500.The
payment will pay with your company the name is PT. Makmur Jaya on jalan kemiri No 23 Jakarta, Indonesia
for room rate,breakfast and lunch,and other transaction by personal account. Is
that’s right, Miss?
GUEST : Yes, That’s right.
CLERK : Thank you for you reservation Mrs Devi.
We look forward to welcoming
Mrs Maria in our hotel.
GUEST : You’re welcome.
HANDLING GUEST COMPLAIN
0 komentar:
Posting Komentar