SAMPLE SCRIPT OF RESERVATION THROUGH TELEPHONE

RESERVATION PROCEDURE

Answer the phone w/in 3 rings

FO: Good Morning, Hotel de Smartii. This is _______________, How may I help you?

G: Good Morning, I would like to make a room reservation.

FO: Regarding on your reservation, may I know your personal information.

What is your Last Name, how will you spell it?

What about your First Name, how will you spell it?

May I know your Middle Name, how will you spell it?

May I know your email address?

May I know your contact number?

G: (will give the information).

FO: Is it okay, if I call you with your last name?

G: Sure, no problem.

FO: Mr./Ms.________,I will repeat all your information, please correct me if I’m wrong.(repeat the information)(spell the guest name)

Is that all correct, mam/sir?

G: Yes, that’s all correct.

FO: When do we expect your arrival and for how long will you stay?

G: I will arrive on March 10, 2019 at 6pm and we’ll stay for four nights.

FO: Thank you Mr./Ms._____________. We have economy room, deluxe room and suite room. For our economy room, it cost P
1,000.00, with a single size bed, fully air-conditioned and hot/cold shower. Then you can upgrade your reservation to our
deluxe room, with modern facilities includes, 42 inches LED TV set, internet cable with internet access, double size bed and
with complementary breakfast. Or for our suite room with king size bed, Jacuzzi with sauna and mini bar in the spacious living
room.

What do you prefer, mam/sir?

G: I go for _________ room.

FO: For how many person?

G: for two persons.

FO: Mr./Ms.__________ I’ll just check the availability of the room and it takes a few minutes, are you able to wait?

G: Sure, I will.

FO: (Room number).Thank you for waiting. ____________room is available.

FO: Do you have any request ma’am/sir regarding to your reservation?

G: Nothing.

FO: Regarding on your reservation, we have a hotel policy. In confirmed payment you need to pay the 10% of your room rate
and if you did not arrived on the said date, reservation will be cancelled while in guaranteed payment you will pay the first
night of your stay so your room will be hold. So, what will you prefer?

G: I will choose the guaranteed payment.

FO: How are you going to pay your bill, by a cash or credit card?

G: By a credit card.

FO: May I know your bank name?

What about your card number?

May I know the expiration date of your card?

G: Metrobank, 12345 and December 2020 is the expiration date of my card.

FO: Mr./Ms.__________, I will repeat all the details of your reservation, please correct me if I’m wrong. You prefer a deluxe room.
You will arrive on June 23, 2019 at 6:00am and stay for 4 nights. You will pay your down payment as guaranteed payment and
you will settle your bill by a credit card, your bank name is Metrobank, your card # is 12345 and December 2020 will be the
expiration date of your card. Is that all correct Mr./Ms._______?

G: Yes, that’s all correct.

FO: Mr./Ms.__________. this is your confirmation number, ________________. Please do remember, for your arrival. It is the
proof that you’ve done your reservation.

G: Okay, I will.

FO: Thank you for having your reservation in our hotel. See you on your arrival.

G: Thank you too, and see you…