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Phraseology-for-NC-II

The document outlines various scenarios of room service interactions between guests and hotel staff, including requests for items like hair dryers and tissues, as well as the delivery process. It also details valet butler services, including assistance with luggage, room information, and check-out procedures. Overall, it emphasizes the importance of guest satisfaction and efficient communication in hotel services.

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retssljne
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32 views7 pages

Phraseology-for-NC-II

The document outlines various scenarios of room service interactions between guests and hotel staff, including requests for items like hair dryers and tissues, as well as the delivery process. It also details valet butler services, including assistance with luggage, room information, and check-out procedures. Overall, it emphasizes the importance of guest satisfaction and efficient communication in hotel services.

Uploaded by

retssljne
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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ROOM SERVICE

Guest Call to the Housekeeping Department for Request:


Ra: Thank you for calling housekeeping. Good morning, this is _________
speaking. How may I help you?
Guest: Housekeeping, good morning. I would like to request one hair dryer,
please.
Ra: Ok ma'am/sir, but before that, may I know your complete name and your
room number, please?
Guest: JAMES E.S. of room 398.
Ra: Ok sir, you are Mr. JAMES E.S. of room 398. You have requested one hair
dryer. Your hair dryer will be delivered to room 398 in 10 minutes.
Guest: Ok.
Ra: Ma'am/sir, is there anything that I can help you with?
Guest: No.
Ra: Ok ma'am/sir, please feel free to call the housekeeping department if you
need some other request or assistance.
Guest: Ok.
Ra: Thank you for calling, and have a nice day!
Guest: Ok.
Ra: Ok.

Note: Make sure the guest will first down the phone.

FACE TO FACE: (ROOM SERVICE)


Guest goes to the Housekeeping Department for Request:
Guest: Hi, good morning!
Ra: Yes, good morning. I'm _________ from Housekeeping Department. Is there
anything that I can help you with?
Guest: I would like to request one tissue, please.
Ra: Ok ma'am, but before that, may I know your complete name and room
number, please?
Guest: Ms. SARDINAS of room 105.
Ra: Ok ma'am, you are Ms. SARDINAS of room 105. You have requested one
tissue. Your tissue will be delivered to room 105 in 10 minutes.
Guest: Thank you!
Ra: Ma'am/sir, is there anything else?
Guest: No.
Ra: Ok ma'am/sir, enjoy your stay and have a nice day!

Chair: Let me know if you need further assistance!

DELIVERY
Ra: (knock 3x...) Housekeeping! Good morning.
Guest: Yes!
Ra: Good morning ma'am/sir. I'm looking for Ms. JAMES. Is she around?
Guest: Yes, it's me.
Ra: Good morning sir/ma'am. I'm Robert, your Housekeeping attendant for today.
Here with me is your requested tissue. May I come in?
Guest: Sure!
Ra: Ma'am, where would you like me to put your tissue?
Guest: In my dresser, please.
Ra: Ma'am, I already put your tissue at the dresser. Is there anything else,
ma'am?
Guest: No.
Ra: Ma'am, kindly sign this request form for hotel standard operating procedure.
(Note on form) Here is your copy, sir.
Ra: Thank you, ma'am. Please feel free to call the housekeeping department if
you need any other requests or assistance.
Guest: Thank you.
Ra: May I leave the room now?
Guest: Sure.
Ra: Thank you, ma'am. Enjoy your stay and have a nice day.

Note: Make sure the guest signs the request form in 3 copies.

VALET BUTLER SERVICE


V/B: Good morning sir/madam welcome to NISU Hotel.
GUEST: ….
V/B: By the way I’m Franc your butler for today. May I help you with
your luggage?
Guest: ……
V/B: This way to the front desk sir/ma’am.
GUEST: ….
V/B: Anyways sir do you have a reservation? May I know your name
please?
GUEST: Mr. Cruz.
V/B: OK Mr. Cruz this way please…. Please have a sit.
Guest: ….

Go to the front desk for key card


V/B: Good morning front desk reservation for Mr. Cruz please.
…. Mr. Cruz, I have already your key, this way to your room.
GUEST: ….

V/B: Knock the door 3x … Room check!


Sir welcome to your deluxe room and please have a sit, with your
deluxe room sir you have a telephone that could access local and
international call for local call you will be charge 10 pesos per minute
and you will be charged 30 pesos per minute for international call. Your
flat screen TV with cable connection has 50 channels, your aircon, you
have also a mini-bar equipped with consumable beverages, for your
bathroom you have a personal bath tub, hot and cold shower complete
with bathroom amenities.

GUEST: ……

V/B: Sir may I help you unpack your luggage?


GUEST: yes.
V/B: Excuse me sir you have here your t-shirt , polo, long sleeves, pant,
jeans , personal kit and a pair of shoes. Sir would you like me to hang
your clothes or leave it folded?
GUEST: Please hang.
V/B: Sir I already hand your clothes at the closet. Your shoes at the
shoe rack and your bag at the luggage rack.
GUEST: ….
V/B: Sir is there anything else?
GUEST: YES can you polish my shoes?
V/B: OK
………
V/B: Sir I already done polishing your shoes, are you satisfied with my
work?
GUEST: Yes thank you
V/B: Thank you sir
GUEST: …….
V/B: By the way Mr. Cruz we have provision for room service from 6am
to 12:00 midnight. Island restaurant is located at the ground floor 6am
to 10pm. Breakfast starts at 6AM to 10 AM. Fredys bar is at the roof
top great place to hang out and mingle with our people open from 5pm
to 3am. Gold’s Gym available at the 5th floor a great place to work out
open from 6am to 9am.
GUEST: ….

V/B: Is everything satisfactory Mr. Cruz? Is there anything that I can


help you with? Please call us if you need our request or need of
assistance, just dial 9.
What time? ……..
May I leave the room now?.... thank you , enjoy your stay and have a
nice day.

CHECK OUT PROCEDURES

V/B : (KNOCK 3X) !!! Butler service . Good afternoon.


GUEST:……
V/B: Good afternoon sir, I’m here to assist you for your check out
Are you ready for check out?
GUEST: ………
V/B: May I Help you packing your luggage sir?
May I come in?
Thank you.
GUEST: ………

V/B: Excuse me sir you have here your ………… is there anything
missing sir?
GUEST: …..
V/B: Sir I already done packing your luggage. Are you ready now for
check out?
GUEST: …..
V/B : May I lead you now to the front desk? This way please.
GUEST: ……

SETTLE BILL……….
V/B: Alright sir do you have a service vehicle, or shall I call a cab for
you?
GUEST: ….
V/B: May I know the unit, color and plate no. of your service vehicle?
Alright you have white Chevrolet with FFHV917 plate.
May I borrow your key for me to prepare your service vehicle
Thank you sir, please have sit and wait for a while.

GUEST: …..
V/B: Alright sir, please have a sit for a while and will call a cab for you
GUEST: …
V/B: Good day! may I request a one unit of taxi to Marriot Hotel,
We need the taxi as soon as possible, Thank you for the code of the
TAXI.

V/B: Excuse me sir your service vehicle/car is now ready . this way
please.
May I please the luggage in the compartment of your car?
Sir I already please your luggage in the compartment of your car.
Thank you so much for staying with us. Its our pleasure to serve you.
Have a safe trip.

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