Conversation Handling Guest

04.52 | Label: frontoffice

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Telephone conversation between a client and a hotel receptionist

Sheyla is the client and Mirella is the receptionist
M: Good morning. You ere calling to the hotel Pepito. How can I help you?
S: Good morning. I want to know if you have a vacancies.
M: One moment please.
S: Ok.
M: We just have one bedroom for two people.
S: Oh there is a problem.
M: What´s happen?
S: we are three people, my husband, my dog and me.
M: Your dog?
S: Yes, Papadopaulos my dog.
M: I am sorry but in this hotel we don´t let dogs.
S: But my dog is like other person.
M: Yes, but it is a rule of the hotel.
S: Oh, that´s a pity.
M: Wait I can look for a place for dog.
S: That´s perfect.
M: One moment...I just have found one and it´s close here.
S: Oh! That´s perfect.
M: So do you want the bedroom?
S: Yes.
M: Could you give me your name and number, please?
S: My name is Cruela de Vil and my mobile number is 123456789.
M: Ok very good. How many days? And when will you come?
S: Could I come tonight?
M: Yes, why not?
S: Ok. So five days since today.
M: Ok. Your reservation is than.
S: That´s perfect so see you tonight.
N: Bye
S: Bye.

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Conversation (Walk in Guest) Giving information about Room & Hotel facilities

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 3^rd February 2011 until 7^th 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 7^th 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.