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Check in Out Procedure Script

1) A guest checks into the SJP Hotel Davao for a 5 night stay in a suite room from June 20th to 24th without a reservation. 2) The receptionist processes the guest's check in by taking copies of her passport, having her fill out registration forms, and taking a deposit on her credit card for the full stay. 3) The receptionist provides the guest with her room key, breakfast coupons, and explains hotel policies before escorting her to her room.

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Pia Mitra
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1K views3 pages

Check in Out Procedure Script

1) A guest checks into the SJP Hotel Davao for a 5 night stay in a suite room from June 20th to 24th without a reservation. 2) The receptionist processes the guest's check in by taking copies of her passport, having her fill out registration forms, and taking a deposit on her credit card for the full stay. 3) The receptionist provides the guest with her room key, breakfast coupons, and explains hotel policies before escorting her to her room.

Uploaded by

Pia Mitra
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CHECK-IN (walk-in guest)

Receptionist        :  “Good morning, welcome to SJP Hotel Davao, 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 20th June until 24th June 2023.
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 board
on that particular date.
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 Ma’am, 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 450,000 /night, include to daily breakfast for
two pax. Well Madam, would you like to take this room?”
Guest                  : Yes, I’ll take this room.
Receptionist        :  “Alright Madam, may I borrow your passport, please? I would like to copy your passport.”
Guest                  :  “Sure.”
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*

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. Apple, may I know  how will you settle your account?”
Guest                  : “Is it possible if I settle with American Express credit card?”
Receptionist        : “Of course Miss. Apple. We accept American Express as well.”
Guest                  : “Oh perfect.”
Receptionist        : “Well. Miss Apple, 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 450.000. Is it fine for
you Miss. Apple?”
Guest                  : “Alright … this is my credit card.”
Receptionist        : “Thank you Miss. Apple, 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. Apple, may I repeat your guest card?”
Guest                  : “Yes, please.”
Receptionist        : “This is your guest card Miss. Apple, your room number is 143, the room rate is 450.000
included breakfast and you stay with us from 20th June - until  24th June 2023, is that correct, Miss Apple?”
Guest                  : “Yes, that’s correct.”
Receptionist        : “Sure… Please keep this card during your stay in this hotel Miss Apple.”
         Well Miss Apple 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 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, please come to the receptionist desk. We will pleasure to help
you to send or print it.
 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. Apple is that all clear for you?”
Guest                  : “Yes…I got them all.”
Receptionist         : “Alright Miss Apple, wait for a moment please. I’ll call the bell boy to escort you to the
room. “
    *Calling the bell boy) bell boy please!*

CHECK-OUT

Receptionist : Good afternoon, SJP Hotel. Dominic speaking How may I assist you ?
Guest : Yes. I would like to check out now, could you call your bellboy to help me bring my luggages.
Receptionist : Alright, Ma’am. May I know your room number, please ?
Guest : My room number is 143
Receptionist : Please wait a moment, Ma’am. I would like to call our bellboy to come to your room.
Guest : Thank you.
Receptionist : You’re welcome.

“Receptionist Calls the Bell Boy”


Receptionist : Excuse me, Mr. Allan, please come to the room 143 to help pick up luggages.
Receptionist : Thank you.

*Receptionist inform Front Office Cashier*


Receptionist : Excuse me, please you prepare the guest bill because guest room 143 will check out. Thank you!

*Guest and Bellboy arrived at the Front Office Cashier*

F.O Cashier : Good afternoon, Ma’am. How may I assist you?


Guest : Good afternoon, I would like to check out.
F.O Cashier : All right Ma’am. May I know your room number, please ?
Guest : My room number is 143.
F.O Cashier : Your name is Mr. Apple Bahinting UV and you have stayed with us from June 20th is that correct ?
Guest : Yes, that’s right.
F.O Cashier : Could you please wait a moment Ma’am Apple? because our Housekeeping staff still checking your room.
Guest : How long will I take?
F.O Cashier : It won’t take long time, sir. Just few minutes.
Guest : Okay.
F.O Cashier : All right, Ma’am, please wait in a moment. I would like to check your bills.
Guest : Yes please.

“FO Cashier check the Guest Bill”

FO Cashier : Excuse me, Madam. This is your bill.


Guest : Oh okay.
FO Cashier : Well Ma’am Apple, may I know about your payment?
Guest : I will pay by credit card , may I know what kind of credit card do you accept in your hotel?
FO Cashier : In our hotel accept 3 kind of credit card such as AMEX (American Express), Bank AMER, and DC (Diner Club).
May I know what kind of credit card will you use to pay?
Guest : I will pay by AMEX (American Express).
F.O Cashier : All right Ma’am Apple, may I borrow your credit card to complete your payment ?
Guest : Here it is.
F.O Cashier : All right, ma’am. Your bill is 1.350.000. Is that’s right ?
Guest : Yes, that’s right
FO Cashier : Please enter your pin number, ma’am.
Guest : Okay.
“A few minutes later”

FO Cashier : Excuse me Ma’am, please you sign here.


Guest : Okay.
FO Cashier : All right Ma’am Apple, this is your credit card, credit card slip, guest bill and your other pads.
Guest : Thank you.
F.O Cashier : Well, thank you for your coming Ma’am Apple. I hope you have a nice next trip and will stay at our hotel
next time on your holiday.
Guest : Okay, your welcome.
FO Cashier : Now, please you come to reception desk to bring back your room key
Guest : All right.

*At the reception desk*


Receptionist : Good afternoon, ma’am. How may I assist you ?
Guest : Good afternoon. I would like to check out and I have done to process my payment at the front office cashier. This
is my key card.
Receptionist : Thank you,ma’am. Would you like to have taxi to pick you up ?
Guest : No thanks.
Receptionist : All right, Ma’am Apple. Thank you for your coming. I hope you have a nice next trip and will stay at our
hotel next time on your holiday.
Guest : Oh yes, sure. Thank you!
Receptionist: Good bye ma’am! Have a safe trip.

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