TELEPHONE OPERATOR

TP= Telephone Operator

G=Guest

TO : Good morning Toya Anyar hotel, Telephone Operator, Ayu’s speaking. How may I assist you?
G : Good morning I’d like to leave a message to Ms. Bella Swan who is staying in your hotel?
TO : Certainly, Sir. Is it Bella Swan with B-E-L-L-A S-W-A-N ?
G : Yes that’s right
TO : May I know your name please, Sir?
G : Yes, My name is Robert Pattirson?
TO : Could you spell your name, please, Sir?
G : Yes, R-O-B-E-R-T -P-A-T-T-I-R-S-O-N
TO : Would you like to wait a moment please Sir, we would like to check her to make sure
that Ms. Bella swan is staying in our hotel.
G : Yes please
TO : Well Mr. Pattirson, sorry to keep you waiting. We are happy to tell you that Ms. Bella Swan is
staying in our hotel in room 302. Well Mr. Pattirson, May I know your home address, please?
G : Yes , I am from New York, Puri Sradha street , USA
TO : Thank you very much Mr. Pattirson, Would you like to tell us the message you’d like to leave
for Ms. Bella Swan?
G : Yes please , Could you tell her to come to a romantic dinner in Rose Garden Resto tomorrow
night at 08. 00 Pm. Please, give her my phone no. 08133444212
TO : Certainly Mr. Pattirson, Anything else?
G : No thank you
TO : All right Mr. Pattirson so that you want us to tell Ms. Bella Swan to come to a romantic dinner
in Rose Garden Resto tomorrow night at 8. Pm and your phone number is 08133444212, was that right,
Mr. Pattirson?
G : Yes, that’s right
TO : Thank you very much for your calling, we are going to tell Ms. Bella Swan as soon as possible.

Wake Up Call
G : Good morning room 302
TO : Good morning, Ms. Bella swan? This is Telephone operator Ayu’s speaking.
G : Yes
TO : We would like to tell you that there is a message for you from Mr. Robert Pattirson.
G : Yes, please
TO : Well Ms. Bella Swan, he invited you to come to a romantic dinner in Rose Garden Resto
tomorrow night at 8.pm . He gave you his phone number 08133444212. If you want to confirm please
contact the number
G : Thank you
TO : My pleasure Ms. Bella Swan, If you need further information you can contact us by dialing
number 1 by your phone in your room. Thank you and have a nice stay.
*****GOOD LUCK*****

LAYANAN JASA HOUSEKEEPING

G : Guest
OT : Order Taker
HANDLING GUEST’S REQUEST BY PHONE

OT : Good morning, order taker speaking. Dewi’s speaking. May I assist you?
G : Good morning, I would like to request a hairdryer please
OT : all right sir, may I know you name and your room number please?
G : yes. I’m Punduh and my room number is 201. How much will I pay for the hairdryer?
OT : Well Mr. Punduh it’s free of charge, you don’t have to pay for it. How long will you use the
Hairdryer Mr. Punduh?
G : I will use the hairdryer until I check out from this hotel. It is for 5 nights
OT : all right, anything else, Mr. Punduh?
G : No, thanks
OT : You’re welcome. Let me repeat your request Mr. Punduh. Your room number is 201. You have
requested A hairdryer for 5 nights. Was that right Mr. Punduh?
G : all right
OT : well Mr. Punduh we will send the hairdryer soon
G : Thanks very much
OT : You’re welcome Mr. Punduh. Thanks for calling and have a nice day
G : You too

HANDLING GUEST IN THE ROOM

G : Guest
RA : Room Attendant

RA : Good morning, room attendant, please. (knocking the door three times)
G : Yes, come in please
RA : Excuse me, Good morning Mr. Punduh I am sorry to disturb you, I am Ayu as your room
attendant . I’d like to confirm that you have requested an electronic safety deposit box and you will use it
during your stay in our hotel. Was that right, Mr. Punduh?
G : Yes, that’s right
RA : Before I put it, I’d like to explain how to use it?
First , press the reset button
Second, press four (4) digits confidential numbers (PIN)
Then, close the door of the safe and press close button (the numbers that you assigned will
disappear afer a few second and the door is locked)
Next, to open it just enter your confidential numbers and press the open button (the door will
open)
Finally, to close it again just close the door and press close button
Is verything clear, Mr. Punduh?
RA : Before I put it, I would like to explain how to use it
 First, plug the iron into the electricity source, second, heat up up the iron by turning the heat dial
To The setting that is most appropriate to your clothes. Then, wait a minute, let the iron become
Hot. Next, run the hot flat side of the iron firmly and slowly across the clothes. Finally, unplug
The iron after using it.
Is everything clear, Mr. Punduh?
RA : Before I put it, I would like to explain how to use it
First, adjust the desired blowing strength:
Position 0 means OFF
Position 1 means half power, medium temperature for gentle drying and styling
Position 2 means full power, high temperature for quick drying
Then, use the high setting for drying hair, and use low setting for styling
Next, should the hair dryer stop working for any reason, turn it off at once and let it cool down
Finally, always ensure the switch is set to OFF position before plugging the unit in the power
Outlet.
Is everything clear, Mr. Punduh?
G : Yes I got it. Its clear enough for me
RA : Excuse me, I am going to put it inside of your wardrobe.
G : Yes, please.
RA : Very good Mr. Punduh, I am happy to tell you that this facility is free of charge But we are very
sorry to tell you that if there is any problem with the safety deposit box we will charge you US$ 10. If
you need any assistance during your stay here please don’t be hesitate to contact us by dialing number 2
by your phone in your room. Is there anything else, Mr. Punduh?

G : No thankyou
RA : Thank you very much for staying here (shaking hand) Have a nice stay. (RA leaving the room
while closing the door slowly)

*****GOOD LUCK*****
 PORTER

Porter : Good morning everybody, welcome to Toya Anyar Hotel? How are you?
Guest : Morning, We are good, thanks. And you?
Porter : I am fine sir, thank you. I am Made as your bellboy today. May I have your name, Sir?
Guest : I’m Bernard from Singapore.
Porter : Well Mr. Bernard do you have any luggage?
Guest : Yes, check it, please!
Porter : All right Mr. Bernard let me check it. (Bellboy unloading the luggage carefully and putting on
the right place) Excuse me Mr. Bernard you have got two suitcases, one shoulder bag, two hand bag, one
lapto. Is that correct, Mr. Bernard?

Guest : Yes, That’s correct.

Porter : Are you ready to go to the reception to do the registration, Mr. Bernard?
Guest : Yes we are ready
Porter : (Escorting the guests to the reception desk to do the registration.) Please follow me to the
reception desk! This way, please!
Guest : All right
Porter : (At the reception desk) Excuse me, Mr. Bernard this is the reception desk and you can register
now! (While waiting, the bellboy lifts and stacks the luggage on trolley properly and then takes a
bellboy errand card and stamps it and then he stands near the guest’s luggage waiting calling from
receptionist)
Porter : Excuse me Mr. Bernard, Are you ready to go to your room now?
Guest : Alright
Porter : This Way please Mr. bernard
ON THE WAY TO THE ROOM
Making small talks and explaining hotel facilities
Porter : Is this your first time coming to Bali Mr. Bernard?
Guest : No this is my second time come to Bali.
Porter : How long will you be staying in Bali?
Guest : I will be staying for 5 nights.
Porter : Well Mr. Bernard I’d like to explain the facilities in our hotel
For hotel facilities are:

- We have two swimming pools (one for adult and one for children)
- We have two restaurants, Toya Anyar Restaurant and Puri Sradha Restaurant and one Bar, it
opens 24 hours.
- We have one fitness center, it’s open from 7 am until 11 PM
- Beauty salon and SPA. It’s open from 9 Am until 4 Pm
- We have large garden and parking area

IN FRONT OF THE ROOM

Porter : Excuse me Mr. Bernard We are in front of your room. The number is 101. Excuse me, Mr.
Bernard, wait a moment please Let me check your room first ( Knocking the door and say Bellboy
please, opening the door and observing the room)

INSIDE THE ROOM

(The bellboy/maid entering the room by his/herself while checking the room, switching the light
Checking the AC, opening the curtain, Checking the TV channel, mini bar, Wardrobe, Luggage rack)

Porter :Well Mr. Bernard I have checked your room, the room is ready to be placed.

follow me please!....... this is your room

Guest : Wow amazing!

Porter : Thank You Mr. Bernard. Now, Let me Place your luggage on the luggage rack.

Guest : Yes, Please.

Porter : Well Mr. Bernard Now I ‘d like to explain the room facilities.

For the room facilities, there are, air conditioner complete with remote control. If you want to

Make it OFF or ON you just press this red button. And also to change the temperature you just

Press this button. Up and down button

This is television with international channel and complete with remote control; it has fifty-five
channels. And if you want to switch on or switch off the television you can press this red button
(Like this)

And to change the channel you can press this button, up and down button and also to set the
volume bigger or lower, You can use this up and down button. And to see all menus you just
press MENU button.

And this is mini bar. It is for keeping snacks and also some drinks. This hotel provides some
snacks and drinks in the mini bar. If you take and consume it, you will be charged when check
out from this hotel. but you can use it to keep your snack and drink cold.

This is telephone complete with phone direction. If you need any assistance, please don’t hesitate

To make a call by dialing number 1 for reception, number 2 for room service and number 3

For housekeeping. if you want to get more information you can see in the phone direction.

The safety deposit box is in the wardrobe. It used for keeping money and some valuable things
you can use it by pressing four (4) digits confidential numbers (PIN)..

Well, Mr. Bernard that was about room facilities and

Now I am going to tell you about the bath room facilities. (Follow me please Mr. Bernard). For

The room Facilities, there are shower and bath tub complete with hot and cold water. To make

Hot water, please turn left this water tap (like this). And to make it cold, please turn right

This water tap (like this). And if you want to make it stop please put this water tap in neutral

Position (like this).

For the hair dryer, First, adjust the desired blowing strength:
 Position 0 means OFF
Position 1 means half power, medium temperature for gentle drying and styling
Position 2 means full power, high temperature for quick drying
Then, use the high setting for drying hair, and use low setting for styling
Next, should the hair dryer stop working for any reason, turn it off at once and let it cool down
Finally, always ensure the switch is set to OFF position before plugging the unit in the power
Outlet.

Well Mr. Bernard, I think it is enough. Is there anything else that we can do for you now?

Guest : No thanks

Porter : Thank you for staying with us Mr. Bernard, if you need any assistance during your stay here,
please don’t hesitate to contact our reception by dialing number 3 by your phone in your room. Have a
nice stay with us Mr. Bernard ( Shaking hand)

LEAVING THE GUEST BY CLOSING THE DOOR SLOWLY.

GOING BACK TO LOBBY AND GIVE THE BELLBOY ERRAND CARD TO BELL CAPTAIN.

*****GOOD LUCK*****
 TELEPHONE OPERATOR

TO= Telephone Operator

G=Guest

TO : Good Morning, Toya Anyar Hotel, Telephone Operator, Ayu Speaking, May I assist you?
G : I’d Like to speak to Mr. John Robert in room 201 please
TO : Certainly Sir. Is it John Robert with J-O-H-N-R-O-B-E-R-T?
G : Yes, That’s right
TO : Excuse me sir, may I have your name please?
G : Yes, I am Andrew White
TO : Is it Andrew White with A-N-D-R-E-W-W-H-I-T-E?
G : Yes, that’s right
TO : Alright Mr. White, wait a moment please, I’ll check to the room now
G : Yes, please

TELEPHONE OPERATOR CONNECTING TO THE ROOM AND THERE IS NO ANSWER

FROM THE ROOM

TO : We are very sorry Mr. White, there is no answer from Mr. Robert’s room. maybe Mr. Robert is
Not in his room
G : No problem
TO : Would you mind to leave a massage please Mr. White?
G : Yes, please. Could you tell him to come to reunion party in Nirwana Hotel at 7. P.m please!
TO : Certainly, Mr. White, so that you want us to tell Mr. Robert to come to reunion party in Nirwana
Hotel at 7 p.m. is that right?
G : Yes,
TO : Is there anything else Mr. White?
G : No. Thanks
TO : Thank you very much for calling me. If there is any mistake, please forgive me and
Have a nice day
G : Thank you. Bye bye
TO : Bye

*****GOOD LUCK*****