Front Office Operations

I. Reservation

(ringing the telephone)

Hotel Employee: Good morning, E-hotel Moko “Room Reservation”. This is Abby speaking. How may I help you?

Guest: Good morning. I would like to make a reservation please.

Hotel employee: Alright sir/ma’am. Please excuse me for a moment. I will check if there are still available rooms………
Thank you for waiting. There are still available rooms. How many nights do you planned to stay in sir/ma'am?

Guest: I am going to stay for 2 nights.

Hotel employee: What kind of room would you like to stay in sir/ma'am?

Guest: May I know the kinds of room and your facilities?

Hotel employee: Certainly sir/ma'am. We have three kinds of room, the suite room, the executive room, and the deluxe
room. Our suite room has a balcony with the view of the ocean, a sofa set, a walk in bathroom with shower, bathtub
with hot and cold running water, Jacuzzi a king size bed and air conditioner. It is P 35,000 per head. Our executive room
is composed of single size bed, a balcony with the view of the mountains, two sofa sets, a walk in closet, a bathroom
with bathtub with hot and cold running water, Jacuzzi and shower and air conditioner. It is P 50,000 per head and our
deluxe room has a double twin size bed with sofa set and two couches. It has a flat screen television and air conditioned.
It has a bathroom complete with a shower, bathtub with hot and cold running water, Jacuzzi and a sink made of real
shell. It has a balcony with the view of the beach resort. It is P 40,300 per head. We also offer free breakfast and dinner.
Which one do you prefer sir/ma’am?

Guest: I would prefer the deluxe room with free breakfast and dinner.

Hotel employee: Your preferred room and free offer is noted. How many people is the reservation for?

Guest: The reservation is for 4 persons.

Hotel employee: May I know the exact date and time of your arrival?

Guest: I will be arriving at November 8, 2019 at 10:00 a.m.

Hotel employee: Can you please state your full name?

Guest: I am ronalyn garcia.

Hotel employee: Ok mrs. garcia. Can you please tell youraddress and contact number?

Guest: My address is #14, kalibugan Village, Makati city and my contact number is 0912345678.

Hotel employee: Alright sir/ma’am, I repeat. Your address is #14, kalibugan Village, Makati City and your contact number
is 0912345678.

Guest: Yes, that’s it.

Hotel employee: Your address and contact number is noted. How will you pay the bill sir/ma’am, through credit card or
cash?

Guest: Through cash.

Hotel employee: Alright ma’am, I will repeat all the information I got from you. You are ronalyn garcia. You are arriving
here at Nov 8,2019 at exactly 10:00 a.m and your departure will be nov. 10, 2019 .You will be staying in the deluxe room
which costs P 15,000 per head with free breakfast and dinner and you will pay through cash. And the total of your
payment will be 60,000 pesos.

Guest: Yes, you said it correctly.

Hotel employee: Ok sir/ma’am. Your reservation is noted. Is there anything else I can do for you?

Guest: That would be all. Thank you for assisting me Mr/Ms.(name).

Hotel employee: You’re welcome sir/ma’am. We look forward to your visit and thank you for choosing E-hotel moko.

Guest: Goodbye.
II. Check in

Bellboy : “Good morning, welcome to e-hotel moko”

Guest (Jerome) : “Good morning”

Bellboy : “Main your head please, do you have any luggage, sir?”

Guest : “Yes, In baggage”

(Bellboy take some luggages from baggage)

Bellboy : “Would you like to check your luggage, please?”

Guest : “Yes, of course. Enough”

Bellboy : “Would you like to follow me to Front desk?”

Guest : “Certainly”

Bellboy : “This way please...”

Receptionist : “Good morning, welcome to e-hotel moko. My name is gene. how May I assist You?”

Guest : “Yes, good morning. We have a reservation in your hotel under the name of ronalyn garcia”

Receptionist : okay maam, please excuse me for awhile. Let me check, may I see your identification?

Guest : okay thanks, heres my passport

Receptionist :al right maam, while you are waiting, please have some coffee,….. thank you for waiting, ms. Garcia
we’ve reserved a deluxe room which costs P 15,000 per head with free breakfast and dinner and you will pay through
cash. And the total of your payment will be 60,000 pesos. Your address is #14, kalibugan Village, Makati City and your
contact number is 0912345678. And your reservation is good for 4 person.

Guest : yes it is.

Receptionist : excellent, would you please sign here?

Guest : okay, what room are we in?

Receptionist :your room number in 069 ,here your key card ms. Garcia, to get to your room, take the elevator on the
right up to the fourth floor.

Guest : “Ok”

Receptionist : “ Mrs. garcia, .................... (Receptionist read guest card and give the key, guest card, meal coupon and
welcome drink card). You can have a breakfast in our Kintamani Restaurant from 7 a.m until 10 a. Well, thank you very
much Mrs. Taylor. Have nice stay with e-hotel moko and If you have any question do not hesitate to call me by dial
number 2.

Would you like to go to your room now?”

Guest : “Yes, of course”

Receptionist : “Our bellboy will escort you to your room.”

Guest : “Ok”

Receptionist : “Bellboy please......”

Bellboy : “Yes, I am”

Receptionist : “Mrs.garcia this is our bellboy josh, thank you madam, enjoy your stay.

Bellboy : “Good morning Mrs. garcia, follow me please....”

Guest : “Yes, I am”

Bellboy :”Mrs.garcia this is your room. Number,069, wait a moment I’ll open the door.”

Guest : “Ok”
(Bellboy knock the door and open the door, bellboy get in the room, turn on the light, and open the curtain)

Bellboy : “After you please....”

Guest : “Thank you”

(Bellboy take the luggage in the room)

Bellboy : “Mrs.garcia may I explain your room facilities now?”

Guest : “Yes, of course”

Bellboy : “Mrs. garcia this is your television, it has 500 channels. If you want to know your bill you choose channel
0. If you want to know about Bintan Lagoon Hotel facilities you choose channel 1, the others channels are local and
international channels. And this your wardrobe, you can keep your dress here. And this is your telephone, if you want to
make an international call just dial your destination number. If you want to have room service dial 1. You can dial
number 2 for calling front desk. And if you need housekeeping service dial 3. Mrs.garcia this is your AC, you can adjust
the temperature as you wish by using this remote controll. This is your bathroom. You have cold and hot water. Red
colour for hot water and the blue is for cold water.

All right Mrs.garcia, do you have anything to ask?”

Guest : “No, thank you”

Bellboy : “Mrs.garcia, this is your key and guest card. May i take the luggage tag?”

Guest : “Here you are”

Bellboy : “Mrs.garcia I hope you enjoy your time and feel like your home”

Guest : “Ok, thanks. This is for you”

(Bellboy closing the door and go back to the concierge desk then fill the bellboy errand card and bellboy controll sheet)

Eksena ng pamilya….

III. Room service (Lunch)

(ringing the telephone)

Room service: good afternoon, room service, this ian, how may assist you?

Kate: I would like to place an order for lunch.

R: okay, may I take your order?

Kate: I would like to order 2 grilled chicken breast and butter fried fish

R: would you like to try our special item of the day? The goan fish curry?

K; no thanks.

R: okay ma’am, may I know your name please?

K: kate

R: anything else to order ms. Kate? Hot about dessert?

K: hahmm, we would like a 2 dark chocolate mousse cake

R: anything else maam?

K: that’s okay.

R: okay ms. Kate,I repeat your order? Grilled chicken breast and butter fried fish and for your dessert 2 dark chocolate
mousse cake.

K: yes

R: your order will be delivered In half an hour time. Thank for calling room service and if theres anything else? Please
don’t hesitate to call us, have great day.
Kakainan na…….

Waiter katok 3 times, then papasok explain ng food then alis.

Night swimming….

Kinabukasan….

IV. Housekeeping

V. Check out

Receptionist : Good afternoon, e hotel moko, this is ricci speaking 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, sir. May I know your room number, please ?

Guest : My room number is 069

Receptionist : Please wait a moment, sir. I would like to call our bellboy to come to your room.

Guest : Thank you.

Receptionist : You’re welcome.

“Receptionist is Checking that Guest Data”

“Receptionist Calls the Bell Boy”

Receptionist : Excuse me, Mr. josh, please come to the room o69 to help pick up luggages.

Bellboy : Yes, I will go to the room 069. Thank you for your information.

Receptionist : Thank you.

“ Receptionist inform Front Office Cashier “

Receptionist : Excuse me, please you prepare the guest bill because guest room 069 will check out.

F.O Cashier : Yes I will prepare the guest bill room 069.

“Bell Boy Go to Guest Room”

“Bell Boy Arrive in Front Of Guest Room”

Bell Boy : (Knock the door 3 times) Bell Boy please.

Guest : Please come in.

Bellboy : Excuse me, Mr. garcia. Would you like to check out now ?

Guest : Yes, you’re right. Please help me. This is my luggages.

Bell Boy : All right Mr. garcia. have you finish to prepare all of your luggage?.

Guest : Yes, I have.

Bell Boy : May I help you to check again? Because I want to make sure that you did not leave your stuff.

Guest : Of course, thank you.

Bell Boy : All right.sir. Your room is clear now, please come to the lobby with me.

Now, may I carry your luggage?

guest : Sure, here is it.

Bell Boy : Well, please follow me to lobby and main your steps.

Guest : Okay.

“On the Way to Go to Lobby”

Bell Boy : Excuse me Mr. Peter, how about your stay in our Hotel ?

Guest : It’s nice stay, I’d love this hotel. The services are perfect.

Bell Boy : Have you try all of our facilities?

Guest : Not at all, I only use pool, spa, restaurant, and bar. That’s only.

Bell Boy : And how about our food and beverage in our Restaurant ?

Guest : Oh, that’s all very delicious. Especially for Balinese foods.

Bell Boy : I hope you enjoy your stay and will stay in our hotel again.

Guest : Of course.

“Arrive in the Lobby”

Bell Boy : All right, Mr and mrs. garcia we have arrived in the lobby. Please you come to Front Office Cashier.

Guest : Okay. Thank you.

“Guest Goes to Front Office Cashier”

F.O Cashier : Good afternoon, maam?. How may I assist you?

Guest : Good afternoon, I would like to check out.

F.O Cashier : All right maam?. May I know your room number, please ?

Guest : My room number is 069.

F.O Cashier : Your name is Ms. garcia and you have stayed with us from November 8th is that correct ?

Guest : Yes, that’s right.

F.O Cashier : Could you please wait a moment Mrs. garcia ? because our Housekeeping staff still checking your room.

Guest : How long will I take?

F.O Cashier : It won’t take long time, madam. Just few minutes.

Guest : Okay.

F.O Cashier : Excuse me, maam, while you staying in our hotel you have consumed chocolate, choco chips, and also
Cola-Cola, is that rights ?

Guest : Oh yes, that’s right.

F.O Cashier : All right, sir, 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 Mrs. Garcia the total of your bill is 60,000 for the room but you already payment on the day you
check in, and now your outstanding balance is 5, 000. How will you pay your bill maam? Credit card or cash?

Guest : by cash please.

FO cashier: okay thank you, here is receipt.

FO Cashier : Excuse me Madam, please you sign here.

Guest : Okay.

F.O Cashier : Well, thank you for your coming Mrs. garcia. 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

Receptionist : Good afternoon, maam. 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 room key.

Receptionist : Thank you, madam. Would you like to have taxi to pick you up ?

Guest : Oh, no.

“ Bellboy comes to the reception desk”

Bell boy : Excuse me, Mr and mrs garcia. Your car is here

Guest : All right. Thank you.

“ Bellboy brings guest’s luggages into the car ”

Receptionist : All right, Mr and mrs garcia. Thank you for staying with us. I hope you have a nice
next trip and will stay at our hotel next time on your holiday.

Guest : Oh yes, sure.

Bell boy : This is your car, sir.

Thank you for staying with us. I hope you have a nice next trip and will stay at our hotel next time on your
holiday. Good bye.

Guest : Yes, sure. Good bye.