PHONE RESERVATION

R: Good day! Thank you for calling (name of hotel), my name is (state your FIRST name). How may I
assist/ help you today?

G: Hi! I want to make a reservation please!

R: I will be glad to assist you on that. / Noted on that! For me to address you properly, May/ Can I get
your first and last name please?

G: My first name is (__________) and my last name is (_________)

R: Thank you for that information, I just want to confirm the spelling of your name and please do
correct me if something is wrong. Your first name spells as (phonetics e.g. A for Alpha,) and your last
name spells as ( phonetics).Is that correct?

G: Yes, that is correct.

R: (name of the guest) May I know your arrival and departure date please?

G: I will be arriving on (state your arrival and departure date)

R: (name of the guest) Just to confirm, you will be arriving on (State the arrival date, then day) and you
will depart on (State the departure date, then day). Is that correct?

G: Yes, that is correct

R: (name of the guest) May I know how many adults and children will be checking in?

G: (guest will state the number of adults and children)

R: Noted on that! (Name of the guest)

G: (Guest answers the number of rooms and beds )

R: Okay, thank you for that, let me place you on hold for a minute or two, I’ll just check the availability of
your room.

(Receptionist will check the room availability, for 5 seconds)

R: Thank you so much for patiently holding, (name of the guest), upon checking in our system we do
have (state the types of room, bed types, and the amount) Philippine pesos after taxes and fees. Which
room would you like to have/ get/ book?

G: Guest will choose the type of room.

R: (name of the guest), just to confirm, you want to book a (the type of room) with the total amount of
(room rate) after taxes and fees.

G: That's right

R: If the hotel needs to contact you, may I please get your phone number and email address

G: (Guest will give their phone number and email address)

R: Just to confirm, your phone is (__________) and your email address is (_______________)

G: Yes, that is correct

R: What type of card are you going to use to guarantee the reservation?

G: (Guest will state the type of card AMEX, VISA or MASTERCARD)

R: May I please get the cc number together with the expiration date of the card and the cvv code at the
back of your card.

G: (Guest will give the information.)

R: repeat the information/details of the reservation. Is that correct?

G: Yes,

R: (name of the guest), Do you have any special request in this reservation?

Guest Yes, I wan to request a

Special Request examples: Room away/near the lift

High/ Low floor rooms

Adjoining, Adjacent, Connecting rooms

Near/ far from the icemachine

Quiet room

Smoking/ Nonsmoking room

R: I will put a note in system regarding your request and that is subject to availability upon your arrival.

(Name of the guest), Let me have a quick recap regarding your reservation, and please correct me if
something is wrong.

Receptionist will recap ALL details of the reservation, except phonetics and the CC details.

G: Yes, please

R: 10-15 minutes after this call, you will receive a confirmation detail of this reservation through your
email, together with the access map link of our hotel. Do you have a pen and paper with you for the
Reservation number?

G: Yes, I do

R: Your reservation number is (ALPHANUMERIC CODE 5-7 digits, e.g.,

PH13578)

G: Thank you so much for that

R: (name of the guest). Are there any more reservations I can assist/help you with?
G: None

R: Thank you so much for calling (name of the hotel,) ,(name of the guest), Again, my name is ( state
your first name), See you soon/ Have a great day/ Goodbye for now.

[DOOR MAN]

DM: Hello! Good Day Ma’am/Sir, Welcome to [name of the hotel] How can I help you?

G: Hello, Good Day, I have a reservation.

DM: Okay Ma’am/Sir, the front desk will assist you on that but for now may I know your reservation
name?

G: [NAME OF THE GROUP]

DM: Okay Ms./Mr. do you have any luggage with you?

G: Yes.

DM: Is it in your car?

G: Oh yes.

DM: Okay ma’am/sir please wait a moment while I’m getting your luggage.

-GETTING THE LUGGAGE FROM THE CAR-

DM: Excuse me, is this your luggage’s?

G: Yes.

DM: Alright, let’s go to our lobby and so that the front desk will assist you with your reservation, please
follow me.

G: Okay.

DM: So, how was your trip going here?

G: It was good because there is no traffic and by the way the hotel ambiance is so nice.

DM: That’s good to hear! I hope you enjoy your stay here at [name of the hotel]

-GOING TO THE LOBBY AREA-

DM: Okay Ma’am/Sir this is our lobby area and that is the front desk, she is [front desk name] and she
will be the one who will assist you with your reservation.

G: Okay, thank you

DM: You’re welcome, Ma’am/Sir, Have a nice day!

 FRONT DESK CHECK-IN

R: Hello Good Day Ma’am/Sir, welcome to [name of the hotel], I’m [Front desk name]. It’s our pleasure
to have your group with us, May I please have the name of your group and the reservation name?

G: It’s [ GUEST NAME]

R: Alright Ma’am/Sir Do you have your confirmation booking with you?

G: Yes.

R: Can I see it please?

G: Sure, here.

R: And may I also have your identification id and credit card?

G: Okay here.

R: Okay Ma’am/Sir please give a minute to check our system if you have a reservation.

G: Okay.

R: Thank you for waiting Ma’am/Sir upon checking our system, there is a

confirmed booking reservation under your name and its [NAME OF THE GUEST]

R: And you reserved a room with a [type of room reserved] with a room rate of [price of room rate] per
night and you will be staying with us for [how many nights] so that will be [total for how many nights]
and also your room will be facing the view of [LOCATION] and you also renting our pool for [ HOW
MANY DAYS/NIGHTS) as you requested. Is the information all correct?

G: Yes.

[two methods (choose which one u prefer)]

R: And you will be settling your payment via [CASH] OR You paid 50% via [CARD] through our online
reservation is that correct ma’am/sir?

G: YES

R: and how would you like to settle the half payment? Via cash or card if card our hotel accepts Visa,
Amex, and MasterCard.

G: Via Card, VISA.

R: May I know the card number and the card holder?

G: Its [CARD NUMBER] and [CARD HOLDER]

R: Okay Ma’am/Sir while I prepare your receipt, please sign this registration form, and also double check
all the information written in here, if you don’t mind.
G: Sure.

R: Here is your receipt Ma’am/Sir and are you done signing the registration form?

G: Yes. The information is all correct.

R: Alright, thank you Ms./Mr. I’ve got you all checked-in to your room, here is your credit card and
identification id also your room number is l[NUMBER OF THE ROOM] here is your keycard, guest card
and your breakfast coupon this will serve you as complimentary breakfast for the guest of our hotel. Is
there anything else I can assist you with?

G: None, thank you.

R: Alright please wait a moment, I will call a bell service to assist you to your room.

R: Bell service please.

R: Alright, Mama/Sir this is [NAME OF THE BELLBOY] He/she will be escorting you to your room. G: Okay
thank you!

R: Thank you Ma’am/Sir and Thank you for choosing [NAME OF THE HOTEL]. If you need any more
information just dial 0 and you will be connecting with us, and we are happy to help. I hope you enjoy
your [ANNIVERSARY/ANY EVENT] with us. Have a nice day.

BELL SERVICE

B: I am (name of the bell boy or bell hop), your bell boy/hop the one will escort and assist you to your
room. May I ask for you key card?

G: Yes

B: Okay ma’am/sir this way please

B: Ma’am/Sir Are you here for business or for party?

G: for party.

B: Anyways, we have here a spa which you may avail anytime. We also have swimming pool and bar,
that you can find in 3d floor.

(LEAD THE WAY TO THE ELEVATOR)

B: This way ma’am and sir

B: This is your room ma’am and sir

B: “Here we are. [Open the door and turn on the lights]Ma’am and sir, once you insert your key card and
open the door, the whole room will function.

(Let the guest in)

(Bring in the luggage, ask guest where to put it)

B: Where do you want me to put your luggage?

G: Just put in on the side.

(Show room while you explain & the use of facilities)

B: (EXPLAINING THE ENTIRE ROOM WITH FACILITIES)

🌟 INCLUSIONS/AMENITIES 🌟

Here is your Extra double-sized mattresses, Fully-equipped open plan kitchen (rice cooker,microwave,
refrigerator, gas range with oven, plates, glasses, spoon and forks; pots and pans; cooking utensils are all
provided and FREE TO USE but please clean up after). With complimentary water, coffee, sugar, and
creamer. With outdoor BBQ Grill (please bring your own charcoal). And as you can see your room is Fully
air-conditioned and also your living Room/Kitchen. And if we go this way you can see your WiFi with
(400mbps), 65-inch TV with Netflix and Videoke in the living room + 55-inch TV with Netflix in BR1. In the
bathroom section there is 2 indoor toilets with hot & cold shower + 1 outdoor toilet, With Bath Towels,
Liquid Soap, and Shampoo.

B: Alright maam here is the Swimming pool (4-5ft) + Kiddie Pool (2ft) and outside we have a 2 car
parking garage. Is there anything I can asist you with?

G: None, thank you.

B: If you need anything, please don’t hesitate to call the Front Desk.

G: Sure, thank you.

B: My pleasure. We hope you will enjoy your stay with us.

(Guest calls the front desk)

Front Desk: Good morning, this is the front desk. How may I assist you?

Guest: Hi, this is [Guest Name] from (Room no.). We’re checking out shortly.

Front Desk: Thank you for letting us know, [Guest Name]. May I confirm if you need any assistance with
your luggage? Would you like me to arrange for a bellboy to help?

Guest: Yes, that would be great.

Front Desk: Certainly! I’ll notify the bellboy right away to assist you. Once you’re ready, you can proceed
to the lobby, and we’ll finalize your check-out.

(The front desk calls the bellboy.)

Front Desk (to bellboy): Hello, this is the front desk. (Room no.) is checking out and requires assistance
with their luggage. Please proceed to their room and assist them. Once done, kindly bring the luggage to
the lobby.
Bellboy: Understood. I’ll head to Room 405 now.

(Bellboy at the guest’s room, knock 3 times)

Bellboy: Good morning, . I’m here to assist you with your luggage. May I confirm which bags you’d like
me to take?

Guest: Yes, these two suitcases and the carry-on bag.

Bellboy: Got it. I’ll bring these down to the lobby for you. Is there anything else I can assist you with?

Guest: No, that’s all. Thank you.

Bellboy: You’re welcome. I’ll see you in the lobby shortly.

(Bellboy proceeds to the lobby with the luggage.)

(Front desk greets the guest in the lobby)

Front Desk: Good morning, [Guest Name]. Welcome to the lobby. I hope the bellboy was able to assist
you well.

Guest: Yes, everything is fine. Thank you.

Front Desk: That’s great to hear. Please have a seat while I notify housekeeping for a quick room check.
This may take a few minutes.

(The front desk contacts housekeeping.)

Front Desk (to housekeeping): Hello, this is the front desk. (Room no.) is checking out. Could you
confirm if the room is in order and if there are any additional charges, such as minibar usage?

Housekeeping: Sure, I’ll check and let you know.

(A few minutes later, housekeeping responds.)

Housekeeping: The room is in good condition. However, they used the minibar—one bottle of
champagne and three cans of beer.

Front Desk: Noted. Thank you for confirming.

(The front desk updates the guest.)

Front Desk: Thank you for waiting, [Guest Name]. Housekeeping has completed the room check.
Everything is in order, but there are additional charges for minibar usage, including one bottle of
champagne and three cans of beer.

Let me go over the details of your bill:

You reserved the room with a deposit of half the room charge at the time of booking, which was
(amount)
The remaining balance of (amount) was settled when you checked in.

Today, the only amount due is for the minibar usage: (amount).

Your total minibar charges are (amount). How would you like to settle this?

Guest: I’ll pay in cash.

Front Desk: Great! Thank you. Here’s your printed receipt, and we’ve also emailed a soft copy to the
Gmail address you provided during your reservation. If you need any additional documentation, please
let us know.

Guest: Perfect, thank you.

Front Desk: You’re welcome! Would you like our porter to assist with your bags? If you’re waiting for a
ride, we can load them into your vehicle when it arrives.

Guest: Yes, that would be helpful.

Front Desk: Wonderful. While you wait, would you like to sign our guestbook? Your feedback means a
lot to us and helps us improve our services.

Guest: Sure, I had a great experience and will definitely recommend your hotel to others.

Front Desk: That’s fantastic to hear thank you so much! We’re happy to assist you with booking a Grab
ride if you need one.

Guest: That would be great. Could you book it for me?

Front Desk: Certainly! I’ll arrange that for you right away. Thank you once again for staying at (Hotel
name). We hope to welcome you again soon. Have a fantastic day!