“Making Reservations”

Sygrid: Good morning. Welcome to The Sti Luxury Hotel.

Neil: Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you have
any vacancies?

Sygrid:: Yes sir, we have several rooms available for that particular weekend. And what is the exact date
of your arrival?

Neil: The 24th.

Sygrid:: How long will you be staying?

Neil: I'll be staying for two nights.

Sygrid:: How many people is the reservation for?

Neil: There will be two of us.

Sygrid:: And would you like a room with twin beds or a double bed?

Neil :A double bed, please.

Sygrid:: Great. And would you prefer to have a room with a view of the ocean?

Neil: If that type of room is available, I would love to have an ocean view. What's the rate for the room?

Sygrid:: Your room is Fifteen thousand and ninety pesos per night. Now what name will the reservation
be listed under?

Neil: Neil Manalastas

Sygrid:: And is there a phone number where you can be contacted?

Neil: Yes, my cell phone number is

Sygrid:: Great. Now I'll need your credit card information to reserve the room for you. What type of card
is it?

Neil: Visa. The number is 987654321.

Sygrid:: And what is the name of the cardholder?

Neil: Neil Manalastas

Sygrid:: Alright, Mr. Maglalang your reservation has been made for the twenty-fourth of September for a
room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any other questions,
please do not hesitate to call us.

Neil: Great, thank you so much.

Sygrid:: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.
“Handling Complain”
Froy : Good Morning Sir. May I help you?

Joshua: Actually i just got the news that my flight will arrive at 4.30 pm but it supposed to come at 10.00
Am. I am 60 years old as you see, so it will be so difficult for me to wait in the airport for such a long
time. I want to occupy your room till the afternoon.

Froy: Sir, you are lucky as we don’t have any booking of that room till afternoon. But sir as you know,
12.00 Pm is our last check out time and if you like to stay more then you have to pay for that.: What
Joshua (With a loud voice). What the hell are you talking. Why i have to pay.

Froy: Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full day room rent. If
you stay till afternoon then you will be charged only 50% of the room rent.

Joshua: Hey man. Don’t you know i have settled my account already?

Froy: Yes…sir..But..

Joshua: What but? Listen…hey listen to me. I will not pay a single cent for 4 hours. Are you deaf. I will not
pay anymore. Is it clear to you.

Froy: Sir i really understand your problem. But i am afraid i have nothing to do. 12.00 pm is our last
check out time and if you want to stay more you have to pay, that is the rule we have for all our guests.

Joshua: I have been staying in this hotel for 3 days. Your service is so poor. I will complaint against you.

Froy: We are very sorry sir. OK… I can do one favor for you.

Joshua: What?

Froy: Sir, after 12 you can leave your baggage to us and enjoy in our lobby. And you will not be charged
anymore.

Joshua: damn it man! You people are mad. Listen to me clearly. I know how hard to earn money. I will
not pay anymore for 3 to 4 hours.

Froy: Sir you can really enjoy in our lobby for the rest of the time.

Joshua: No…never. I like to sleep in my room till 3 pm and i will never pay anymore.

Froy: Then sir please be seated in our lobby please. I am calling our manager. He is the right person to
solve your problem. Please be sited there. Our manager will come within 5 minutes.

Joshua: Ok i am waiting. Let him come and talk to me.

Froy: Thank you sir for your patience !