HOTEL RESERVATION SAMPLE SCRIPT

***Telephone***

FO: Good Morning ! Thank you for calling Fatima Hotel. This Is Andrian, your front desk clerk, how may I help you?

G: Good day! I am Ms. Anna Pascua, I’d like to make a reservation.

FO: Certainly, Ms. Pascua, When would you like to stay with us? (When would you like to check-in).

G: Do you have a room available on October 18?

FO: How long will you be staying and for how many person Ms.Maiquilla?

G: Probably its just me and I will be staying for 2 nights.

FO: Let me confirmed that you will be staying for 2 nights, and that will be on October 18-20. Is that right Ma’am?

G: Yes, certainly.

FO: Let me check for a moment, may I hold you for a second ma’am. Thank you for holding. // Yes ma’am, we do have several room
available on to that date.

G: I see…

FO: Well, we do have available single room, it comes with complete room amenities, with a single bed good for 1, facing a scenic
view of the metropolis. Also, it comes with complimentary breakfast at our City Buffet Lounge and free access to our silver gym and
swimming pool.

G: That’s great! May I know how much is that?

FO: The room rate of the single room is Php 3500 per night, inclusive taxes and service charge.

G: I am okay with that.

FO: Thank you ma’am. Let us complete your reservation. It will just take us a few minutes. Pls do provide accurate information to my
questions.

G: Well oks.

FO: May I get the full name of the person whom which the reservation will be listed under? Also the address, telephone # and email
address.

G: The reservation will be under the name of Ms. Anna Pascua, place of residence will be at NOVA. QC. The telephone number is 8-
7000 and the email address is annapascua@gmail.com

FO: Thank you for the information. May I repeat that for verification. The reservation will be under the name of Ms. Anna Pascua
(spell it in phonetic alphabet). Place of residence will be at NOVA QC, The tel. # is 87000 and the email address is
annapascua@gmail.com. Is that right ma’am?

G: YES

FO: Ma’am for your information, hotel inquires an initial deposit for one night stay, it’s either through credit card or in Cash
payment. Ma’am, may I know what ways are you going to make your first night deposit?

G: That’s not a problem, I will made that through cash.

FO: Okay ma’am, let me confirm that you will pay in cash.

G: Yes thank you.

FO: Alright ma’am, last information, may I know which one would you like a smoking or non-smoking room?
G: Well, a non-smoking room please.

FO: Thank you for that information. Alright ma’am, your reservation has been made and it’s a guaranteed reservation on October
18-20 . You will be checking in on October 18 and check-out will be on October 20, for single room with 1 person only, room only,
with a single bed and a non-smoking floor. Amounting for 3500 per night. The reservation is listed under the name of Ms. Anna
Pascua, residing on Novaliches, QC, the telephone number is 8-7000, and the email address is annapascua@gmail.com. The deposit
is made under the cash of Ms. Anna Pascua Please be informed that check in time will be at 2pm and check out time is 12 noon.

If you wish to cancel or take amendments of your reservation, please do inform the hotel 5 days prior of your check-in. We will send
the confirmation letter in your email. Please have it printed and show it to our front desk clerk upon checking in.

G: Okie thank you.

FO: It’s our pleasure to serve you Ma’am Pascua. We are looking forward to see you on October. Have a great day. Mabuhay!

***HOTEL REGISTRATION SCRIPT***

FO: Good Afternoon! Welcome to Fatima Hotel, how may I assist you?

G: Good day! I’m checking in.

FO: What name does the reservation is listed under? Please

G: The reservation is under the name ANNA PASCUA.

FO: Thank you Ms. Pascua, just wait for a moment, while I’m checking your name in our system (searching the name at the guest
arrival list)

G: I have the confirmation letter. I hope it may help you out.

FO: (get the confirmation letter) Thank you Ms. Pascua for the help. Anyway I have already see your name here. (printing the
registration card). May I ask a Valid ID Please?

G: Is company ID could be your reference?

FO: Certainly, that will be okay ma’am. (get the ID) (take a look at the ID then the person face and smile).

Mabuhay Ms. Anna Pascua. (Then present the registration form) Please verify the information on the registration form and have
your signature on it.

G: Thank you!

FO: (get the registration card form) Ms. Pascua, I’ve seen her that you have stayed us before. Would you like to avail PRIORITY CARD
MEMBERSHIP, which you will earned points every time you stay here at our hotel and It will give you a lot of privileges.

G: Oh thank you for that offerings. I might consider it in the near future.

FO: We are looking forward for that. Ma’am Pascua, I have checked-in you already. (show the reg. card) Your room number is 666.
You will be staying for two nights in the rate of 3500, just room only, with buffet breakfast, you will be paying it through cash.

For the list of our facilities, this is our brochure or you may contact the concierge for more information.

This is your room key, just take the elevator on the right. Thus your luggage have been taken by our bell attendant.

G: Yes.

FO: Just wait for a while ma’am (Tap the bell). Ms. Pascua our Bell Attendant Zairene, she will escort you into your room, thank you
for choosing Fatima Hotel and have a pleasant stay with us. Don’t hesitate to call Front Desk. Just dial 2 on to your room telephone.
And we are glad to assist you. Mabuhay !

G: Thank you!

***ROOMING GUEST***
BA: Mabuhay! I’m Aids your bell attendant, is all your luggage here?

G: Yes.

BA: May I know your room number ma’am ?

G: It’s room 666.

BA: Thank you Ma’am, this way please ma’am. Just follow me.

G: oks

(while walking, sell the facilities to the guest)

BA: This is your room ma’am. May I have the room key so that I can open it for you.

G: There you go.

BA: (Open, Invite thr guest to come in.) Where would you like to place your luggage, near at you bed or into the luggage rack?

G: Just put it there on the side of the bed.

BA: Ms. Pascua, this is your television, it has 90 channels. If you want to know your bill, you choose channel 0. If you want to know
about Fatima Hotel facilities, you choose channel 1. The other channels are local and international channels. And this is 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 a room service, dial 1. You can dial number 2 for calling front desk. And if you need
housekeeping service, dial 3. Ma’am Maiquilla, this is your aircondition, you can adjust the temperature as you wish by using the
remote control. This is your bathroom. You have cold and hot water. Red color for hot water and the blue is for cold.

Alright ma’am Pascua, do you have anything to ask?

G: That’s great.

BA: Ms. Pascua, this is your key card

G: Thanks.

BA: If you have any other concern, please do not hesitate to dial 2 for the front desk. And we are glad to serve you. Mabuhay !

***Check-out***

FA: Good day! How may I assist you Ma’am?

G: I’ll be checking out!!

FA: May I ask your room number and under what name?

G: Room number 666, under the name of Anna Pascua.

FA: Just wait for a couple of minutes, as I am verifying your account. Have you used any of our service today?

G: hmmm, no not at all

FA: Here is your folio ma’am. You have stayed for 2 nights at the hotel with a total amount of 7000 pesos. And you have been billed
for your laundry yesterday for 1200 pesos. The total bill is 8,200 pesos.

G: Let me check my bill please.

FA: Certainly, just take your time.

G: I guess everything is alright. I will pay it in cash. Here is it.

FA: Thank you. I received an amount of 8,200 pesos. (count the money) Ma’am how’s your stay with us ma’am?

G: It is great

FA: That is nice to hear. Here is your receipt. And you are now check out. Thank you for checking in in our hotel and it is our pleasure
to serve you.