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 ?

Guest               : Yes. of course.

Receptionist    : Excuse me, Ms. Grande. Please write your sign here.

Guest               : Ok.

 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 13^rd of 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.

Guest               : Thank you for your service.