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CONVERSATION HANDLING GUEST CHECK-IN ( WALK IN GUEST)
Conversation Handling Guest Check-in ( Walk
In Guest )
CONVERSATION
HANDLING GUEST CHECK-IN ( WALK IN GUEST)
Bell
boy :
Good morning,
welcome to Edotel Hotel. My name is Nanda, How may I assist you ?
Guest :
Good morning. I would like to stay here .
Bell
boy : Well,
please you come to the reception desk and may I bring your luggages, madam ?
Guest :
Yes, please. Thank you.
Bell
boy : You’re
welcome, madam.
** The Bell boy
escort the guest into the reception desk **
Receptionist :
Good morning, welcome to Edotel Hotel. My name is Luna. May I assist you ?
Guest :
Hi, Good morning. I would like to stay here.
Receptionist :
Do you have a reservation before, madam ?
Guest :
No, I don’t have.
Receptionist :
Well, may I know what type of room that you want madam ?
Guest :
What type of room that you have?
Receptionist :
We have single room , twin room , and suite room
Guest :
What is the facilities of the suite room?
Receptionist : The
room facilities for a suite room such as private balcony, living room,
kitchenette; if you want to breakfast, you can make it in there,
refrigerator with mini bar, wardrobe, television, Telephone with telephone
attention, air conditioner and safety deposit box. Bathroom complete with
shower, bath tub and wash basin complete hot and cold running water.
Guest :
I want one suite room please.
Receptionist :
for how long, madam?
Guest : It is for five days.
Receptionist :
And how many person, madam ?
Guest : That is for two
persons, for me and my young sister.
Receptionist :
Do you have any special request during you stay here?
Guest :
I would like a room with sea view.
Receptionist : Wait a moment,
please madam. I would like to check the available room in our system first.
Guest :
Yes, please.
** The
Receptionist was checking **
Receptionist :
Thank you for your waiting madam, the room is still
available for you.
Guest : Yes. Thank you.
Receptionist : The
room rate is Rp.450.000,- per night nett include
breakfast. And the room rate for 5 nights is Rp.
2.250.000,- nett include breakfast. Well, would you like to take
this room?
Guest :
Yes, I take this room.
Receptionist : Well madam, please fill the registration form, please complete the
registration form. and this is your pen. Can I have your passport please ? I
would like to copy your identity.
Guest :
Sure.
** The Guest
fills the registration card , The Receptionist copy the passport and fills
guest card&breakfast coupon **
Bell
boy : Excuse
me, madam. This is your welcome drink, please enjoy
it!
Guest :
Thank you very much.
** The
Guest has finished filling the registration card **
Receptionist :
This is your passport madam.
Guest : Thanks.
Receptionist : Is it done ,Madam?
Can I check the form ?
Receptionist :
Thank you very much , May I know how about the payment ? You will pay cash or
credit card?
Guest :
I will pay by credit card, please. What kind of credit card do you accept at
your hotel?
Receptionist :
In our hotel accept three kind of credit card, such as: VISA, MASTER
CARD and AMEX (American Express). May I know what type of credit card do
you have ?
Guest :
I will pay by VISA.
Receptionist :
For the payment, we will take a guarantee payment as much as five nights you
stay here for the room per night. So that is Rp. 2.250.000
Guest : Oh that’s ok.
Receptionist :
Well, may I borrow your credit card, Ms. Grande?
Guest :
Ok, this is my credit card.
Receptionist :
Thank you.
Receptionist :
Excuse me, Ms. Grande. I will take Rp. 2.250.000, and
please enter your pin here.
Guest :
Allright.
** Few
second later **
Receptionist :
Thank you Ms. Grande. This is your credit card and your credit
card slip. Please check again your deposit and I need your sign here.
Guest :
That’s right.
Receptionist : Allright Ms. Ariana Grande, your room number is Jempiring 1, the room rate is Rp.
450.000,- per night nett included
breakfast, your departure date is 13rdof September 2014, The check out time is at 2pm, if you check out more
than 2 pm, we will charge you 50% of the room charge one night.
Guest :
Yes, Thank you for your information.
Receptionist :
This is your guest card. Please you bring your guest card during you stay in
our hotel.
Guest :
Okay, thank you.
** Show the
breakfast coupon and show the room key **
Receptionist :
This is your breakfast coupon and this your room key, 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. Anything else, Sir?
Guest :
No. Thank you
Receptionist :
You’re welcome, Ms. Grande. And wait a moment, please. I will call
our bell boy to escort you to your room.
Guest :
Ok.
** Calling
the bell boy **
Receptionist :
Bell boy, please!
Bell
boy : Yes, I
am.
Receptionist :
Mr. Nanda, please escort Ms. Grande to
her room Jempiring 1 and this is the breakfast coupon and
room key .
Bellboy :
Sure.
Excuse
me Ms. Grande. I will escort you
to your room.
Guest :
Yes, thank you.
Receptionist : Thank
you very much Ms. Grande. please enjoy your vacation in our hotel and have a good day.
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