HOTEL RESERVATION PROCESS
Guest calling at a hotel for reservation
FOA: Good afternoon! Thank you for calling Prince Hotel, this is ( Your name ), how may I assist you?
Guest: Yes, good afternoon! I need to make a reservation at Prince hotel.
FOA: For what date are you going to reserve maam?
Guest: This coming Thursday, October 11, 2020. ( You may change the date)
FOA: Alright maam/sir. One moment, please…(check the system for availability of the room). Oh yes,
October 11 is availbale. For how many nights are you planning to stay?
Guest: I will be staying for three night.
FOA: Are you stayig alone or in a group?
Guest: Well, I am just alone.
FOA: Oh, I see. What type of room do you prefer to stay in ma’am?
Guest: I prefer the executive room.
FOA: May I know the time of your arrival ma’am?
Guest: I will arrive at around 1 o’clock in the afternoon.
FOA: OK ma’am. Can I get your name please?
Guest: I am Ms./Mr. (Your Name).
FOA: Alright…Let me repeat. It’s Anne---Alpha-Nancy-Nancy-Echo, Smith- Sierra-Mama-India-Tango-Hotel.
(Sample only) Did I get it right ma’am/Sir?
Guest: Yes, you’re absolutely right.
FOA: How about your address and contact number ma’am/sir?
Guest: My address is (state address). And my contact number is (state contact #).
FOA: Let me repeat ma’am/sir, your adress is (Repeat details of guest’s address) and your contact number
is (Repeat details of guest’s contact number). Are all the details correct ma’am/sir?
Guest: Yes, that’s correct.
FOA: How will the bill be settled maam/sir?
Guest: I will pay it in cash.
FOA: Alright Ms/Mr.___________. Let me confirm your reservation. Your reservation is on Thursday,
October 11, 2020 for three nights, your room will be executive room with the rate of Php 16,800 per night
and you will settle your account by cash. Is there anything else I could assist you with, maam/sir
__________?
Guest: Oh, by the way I forgot. Can I request for a desk lamp because I need to do some paperworks for my
business meeting?
FOA: Sure maam/sir_________! Your request for desk lamp is noted.
Guest: Thank you so much Ms./Mr. (Name of FOA).
FOA: My pleasure Ms./Mr.__________. Thank you for calling Prince Hotel. We look forward to your visit
and have a nice day ahead.
Guest: Good bye!
CHECK-IN WITH RESERVATION
Door person opens the hotel door..
Door person: Good afternoon Maam/Sir! Welcome to Prince Hotel.
Guest: Good afternoon! Where is the front desk?
Door person: This way maam/sir. (points the front desk with an open palm).
FOA: Good afternoon! Welcome to Prince Hotel. I am (Name of FOA), how may I assist you today?
Guest: Hello, good afternoon! I have a room reservation.
FOA: Can I have your reservation number or reservation voucher please?
Guest: Here..
FOA: Thank you Ms/Mr.( Name of guest..)Let me check your reservation. One moment please. (checking
the computer system for booking.) OK, so you have guaranteed reservation. You will be staying with us for
three nights on executive room with a rate of Php 16,800.00 per night inclusive of VAT and Service Charge.
Check-in date is October 11, check-out date is October 14, 2020 at 12 noon. And you requested for a desk
lamp.
Guest: Yeah, that’s right.
FOA: By the way Ms./Mr.________, would you like to avail our Membership Club Services?
Guest: Oh, sounds interesting. How is it?
FOA: Our Prince hotel membership program has silver, gold, platinum and diamond levels with diamond
being the highest. The guest is entitled to earn points for each stay and they can use those points for free
stays and upgrades. Diamond status is guaranteed to receive 5 suite upgrades each year. And, access to
concierge lounge for every stay including a complementary breakfast.
Guest: Oh wow! That sounds great. It would be very nice if I could join. I would like to avail.
FOA: Thank you ms/mr_____. It’s our pleasure. We will immediately process your membership card and
we will give it to you as soon as it has been done.
Guest: OK. Thank you.
FOA: Would you like a wake-up call tomorrow morning?
Guest: No, thank you. But I will need a hotel town car transport to Lotus Convention Center tomorrow at
7:30 in the morning.
FOA: I will make those arrangements for you Ms/Mr._________. You will need to call the front desk 30
minutes before your departure.
Guest: OK I will. Thank you.
FOA: Alright Ms/Mr._________, can I have any valid ID please?
Guest: Yes, sure. (Hands in ID to FOA). Here you are.
FOA: Thank you. Kindly fill-out this registration form. Gives the Registration Form to the guest
Guest: Signing the reg.form..
FOA: Thank you! Alright Ms./Mr______, I’ve got you all checked into your room. Your room is 1603. It’s on
the 16th floor and this is your room key. For your convenience, our bellman “Name of bellman” will guide
and assist you.
Guest: Wow that’s great. Thank you very much.
FOA: My pleasure Ms/Mr._________. Signals bellman to assist the guest
_______________________________________________________________________________________
ROOMING PROCEDURE
Bellman: Good afternoon Ms/Mr______!
Guest: Good afternoon!
Bellman: Where are your luggages maam/sir?
Guest: Here..points his/her luggage
Bellman: OK, I’ll handle your luggages maam/sir. This way to your room maam/sir. While on the way to the
room, bellman will have conversation with guest. How’s your trip maam/sir?
Guest: Well, it’s OK. But it’s a little bit tiresome.
Bellman: Let me open the room for you maam/sir. Can I have your key?
Guest: That’s so kind of you. Here’s the key.
Ballman: Opens the door. Then lets the guest get inside the room first. Where would you like me to place
your luggage maam/sir?
Guest: Just put it there, near the cabinet.
Bellman: Ms./Mr__________, this is your bathroom and comfort room. We have jacuzzi and hot and cold
shower.
Guest: Okay.
Bellman: This is your air-conditioning unit. This is the TV, the remote control is just right here. If you need
any assistance, just call the front desk anytime. Have a good day maam/sir and I hope you enjoy your stay.
Guest: Thank you very much! Oh by the way “Name of bellman”, this is for you. (Gives a tip)
Bellman: Oh thank you very much maam/sir! Again, enjoy your stay.
_______________________________________________________________________________________
CHECK-OUT PROCEDURE
Guests calling at the front desk
FOA: Good morning! This is “Name of FOA”, how may assist you?
Guest: Good morning! This is Ms/Mr._______ from room 1603. I am checking out today at 12 noon.
FOA: Alright Ms/Mr.________, do you need assistance with your luggages?
Guest: Yes, please.
FOA: It would be our pleasure to help you. I will send the bellman 30 minutes before your departure to
assist you.
Guest: Alright, thank you!
FOA: You’re very much welcome!
After 3 hours..
Guest and bellman at the front desk
FOA: Good afternoon! I’m “Name of FOA” how may I assist you?
Guest: Room 1603, for check-out please. Here’s my room key.
FOA: Thank you! One moment please. Checks the computer system. Hands-in the billing statement. Alright
Ms/Mr._________ this is the statement of your final bill with the inclusive of 12% gov’t tax and 10% service
charge. I hope you enjoyed the panoramic city view of your executive room including our services and
amenities. Are there charges that I can explain?
Guest: Oh yes, I have some questions. I didn’t see the dinner room service charge of Php 2,430.00 for the
first night.
FOA: Oh, we removed that one because you are the first one to avail the “Diamond Level” of our Prince
Club Membership Program. We value our new members very highly and it is our pleasure to provide you
some complementary.
Guest: Oh I see. I appreciate your generosity and will be booking my next stay here soon.
FOA: Thank you Ms/Mr__________. It would be our pleasure. By the way maam/sir, how would you like to
settle your account, cash or through credit card?
Guest: I will pay it in cash. Here’s my payment.
FOA: Thank you. One moment please. Settle the account in the computer system. OK, so this is your official
receipt and check-out slip. Thank you for staying Prince Hotel. The hotel town car is ready to bring you to
the airport. We are looking forward with your next stay with us and have a safe travel!
Guest: Thank you!
Bellman: Assist guest to the drop-off area/car.
