CONVERSATION HANDLING WALK - IN GUEST CHECK IN

Conversation handling walk – in guest check in.

Receptionist        :  “Good morning, welcome to Edotel Hotel Denpasar, How may I assist you?”

Guest                  : “Good morning, I would like to check in.”

Receptionist        : “Do you have any reservation before, Madam?”

Guest                  : “No, I don’t have.”

Receptionist        : “May I know what type of room do you want to get, and how many night do you  want to stay with us, Madam?”

Guest                  : “I want to reserve one suite room for 5 nights, it’s from 9^th November until 14^th November 2015.

Receptionist        : “Alright Madam, may I know how many person that will stay with us madam?

Guest                  : “For 1 person. I just holiday alone.”

Receptionist        : “Would you like to wait a moment, madam? I would like to check the room availability on that period.

Guest                  : “Yes, please”

***Reception staff check the room availability on the room rack***

Receptionist        : “Thank you for your waiting Madam, you’re very lucky. One suite room still available on that period. May I explain to you about the room and hotel facilities, Madam?

Guest                  : “Yes, please”

***Receptionist block the room rack ***

Receptionist        : “Well Miss Bianca, the room facilities in our hotel such as private balcony, living room, kitchenette, telephone, television with local and international channel, refrigerator with mini bar, wardrobe, safety deposit box, air conditioner. Bath room complete with shower, bath tub and wash basin complete with 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.450.000,- nett/night, include to daily breakfast for two pax. Well Madam, would you like to take this room?”

Guest                  : Yes, I take this room.

Receptionist        :  “Alright Madam, may I borrow your passport, please? I would like to copy your passport.”

Guest                  :  “Here you are.”

Receptionist        : “ Thank you Madam, please kindly fill this registration card, and this is your pen.

Guest                  : “Ok, Thank you.”

*(While Guest fills her own data, reception fills the guest card and breakfast coupon and bellboy offer welcome drink to the guest)*

Bellboy                : “Excuse me Madam, this is your welcome drink. Please enjoy your welcome drink madam .”

Guest                  : “Oh .. thanks.”

Guest                  : “I’ve finished filling the registration card.”

Receptionist        : “Thank you, this is your passport. May I check your registration card, please?

Guest                  : “Yes, of course.”

Receptionist       : “Would you like to sign over here please?”

Guest                  : “Ok.” (sign the registration card)

Receptionist        : “Well Miss. Bianca, may I know  how do you will settle your account?”

Guest                  : “Is it possible if I settle with AMEX credit card?”

Receptionist        : “Of course Miss. Bianca. We accept AMEX as well.”

Guest                  : “Oh perfect.”

Receptionist        : “Well. Miss Bianca, according to our hotel regulation, would you like to keep some deposit to guarantee  your room, please? You could keep deposit by cash or credit card”

Guest                  : “Alright … how much for the deposit?”

Receptionist        : “For the deposit we need 100% from your room rate per night. It is IDR. 450.000. Is is fine for you Miss. Bianca?”

Guest                  : “Alright … this is my credit card.”

Receptionist        : “Thank you Miss. Bianca, please enter your pin here.”

Guest                  : “Sure …”

Receptionist        : “Thank you Miss. Bianca, this is your credit card and your slip credit card. Please kindly double check your deposit.”

Guest                  : “Yes, that’s alright.

Receptionist        : “Well, Miss. Bianca, may I repeat your guest card?”

Guest                  : “Yes, please.”

Receptionist        : “This is your guest card Miss. Bianca, your room number is Jempiring 1, the room rate is Rp. 450.000,00 nett included breakfast and you stay with us from 9^th November - until  14^th November 2015, is that correct, Miss Bianca?”

Guest                  : “Yes, that’s correct.”

Receptionist        : “Sure… Please keep this card during  you stay in this hotel Miss. Bianca.”

         Well Miss. Bianca 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 thing.”

*(show the room key )*

Receptionist  : “This is your room key, if you would to 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 100.000/key.”

*(show the breakfast coupon)*

Receptionist        : “This is you breakfast coupon. If you would like to have a breakfast, please come to Bogasari restaurant. It’s open from 06.30 A.M until 11.00 A.M, and don’t forget to show your breakfast coupon to the restaurant cashier. And if you have some email and facsimile, please come to the receptionist desk. We will pleasure to help you to send or print it.

We have Saturday night party as well Miss. Bianca. The event will be start on  6 PM – 10 PM at hotel ballroom. If your interest to join with us, kindly please grab your ticket only IDR. 50.000 at front desk or Front Office Cashier. We arrange transport and tour also Miss. Bianca. If you want to arrange it please check the price and tour destination in the brochure.

 And for the last information, our standard check out time is 12.00 o’clock. If you want to have a late check out,  we will charge 50% from 1 night room rate. Well, Miss. Bianca is that all clear for you?”

Guest                  : “Yes…I got them all.”

Receptionist         : “Alright Miss. Bianca, wait a moment please. I’ll call the bell boy to escort you to the room. “

                (Calling the bell boy) bell boy please!

Bell boy               : “Yes, I am.”

Receptionist        : “Well Miss. Bianca, this is Miss Leony. She will escort you to the room. 

Miss. Leony, please you escort Miss. Bianca  to the room Jempiring 1.”

Bellboy                : “Good morning Miss. Bianca. May I borrow your room key and guest card please?”

Guest                  : “Here you are…”

Receptionist        : “Well Miss. Bianca, if you need any further assistance, don’t be hesitate to call us by dial number 0 from your phone in the room or come directly to the reception desk. Thank you so much for choosing our hotel, I hope you enjoy your stay with us and have a nice day.”

Guest                  : “Thank you so much for your kindness service.”

Receptionist        : “You're welcome. It's our pleasure.”

Bellboy                : “Well Miss. Bianca,  I would like to escort you to your room. Please follow me going to your room” 

Guest                  : “Yes” ( Bellboy escort the Guest to her room)