1.

Provide Personal Greetings

“Good Morning Mr. Smith, Welcome to
Makati Shangrila”

2. Determine if Guest has Reservations.

“Do you have a reservation booked
directly to us or through a travel
agency?” “May I have you confirmation
letter please?”

3. Confirm Reservation Information. Confirm for

room rates.
“Sir/Ma’am. I believe your reservation is
for (number of nights) in a (smoking/non-
smoking room) with a rate of
____________.

4. Use up Selling Tactics (if applicable)

5. Check for Messages and Packages

 “Sir/Madam, we have received a package
on your behalf.”

6.Determine Method of Payment

“How do you wish to guarantee for your
room and incidental charges?”

7.Provide General Hotel Information

“Please be guided that complimentary
breakfast is served in the lobby between
7 to 10 am Mr. Smith. The dining room is
on the main floor at the end of the hall.”

“The swimming pool is located at the 4th

floor of the hotel.”

8. Assess whether Assistance is Needed

“Is there anything else I can assist you
with?”
9.Ask to Sign his/her Registration Card

10. Present Room Key. (Do not say out loud

the name of the guest his/her room
number)
“I will give you two room keys.”

11. Call for Bell Services Assistance

“Sir/madam our Bellman will assist you to
your room; we hope you enjoy your stay.”

12. Provide Parking Information and Explain

Guestroom Information
“The easiest way to reach the hotel’s
parking area is by walking through the
left side of the main hall. Your family
hopefully enjoys all amenities of your
room. If you may need extra towels or
pillows, please call the Front Office for
assistance.”
13. Follow through on Special Request if any
“Should you have any other request Mr.
James?”

14. Place Follow-up call to a Guest room