SCRIPT FRONT OFFICE

HANDLING THE GUESTS STAYING IN HOTEL

DOSEN PENGAMPU;

ICHSAN NAWAWI, AP.Par.,M.Pd

DIII PARIWISATA H & R

FAKULTAS EKONOMI DAN BISNIS

UNIVERSITAS MATARAM

2019
 ACTORS INTRODUCTION

Group names
 Moh.Pujut Bumi Ragene. (A0E018063)
 Lalu Muhamad Rozie Ansori. (A0E018053)
 Iwan Dahlan. (A0E018049)
 Apri Warta Arrasyid. (A0E018011)
 Eva Yuliana. (A0E018027)
 Miftahul Rahmah. (A0E018061)
 Sri Ayuni Lestari. (A0E018087)
 Julia Yuni Habibah. (A0E018051)

Roles
 Receptionist ; Iwan Dahlan.
 Operator ; Miftahul Rahmah.
 Guest A ; Moh.Pujut Bumi Ragene.
 Guest B ; Eva Yuliana.
 Bellboy ; Lalu Muhamad Rozie Ansori.
 Cameraman ; Apri Warta Arrasyid/Julia Yuni H.
 Chasier ; Sri Ayuni Lestari.
A. HANDLING RESERVATION

G : Good morning.

R : Good morning,Okayama hotel, Dahlan speaking, how may I assist

you?

G : I would like to book a room for two person, tomorrow.

R : What kind of room would you like ?

G : I would like a deluxe room, please.

R : Please hold on I will check. I am afraid we only have single room,

available.. Tomorrow we will have a suite room.

G : OK. How much for a deluxe room ?

R : RP. 200.000 per night including tax.

G : Are meals included in that price ?

R : Yes, your breakfast and dinner are included and are served in our
dinning room.

G : That’s great. I will take a deluxe room for tomorrow.

R : Could you give me your name and phone number so we could book
your room.?

G : OK…
B. HANDLING CHECK-IN

(Guests come to Hotel)

R. ;Good morning, sir. Welcome to Okonyama Hotel. May I help you?

G. ;I and my wife would like to reserve a room. is there any empty room for us?
R. ;give me a second. I will check it out.  Um..we have some empty rooms. We
have deluxe and standard room available for you and your wife. Which one is
your choice, sir?
G. ;dear, which one do you like to be our room? deluxe or standard one?
what about the deluxe one?
W. ;excuse me, how much should I pay for a deluxe room?
R. ;the price for deluxe room is Rp 200.000 per night and Rp 80.000 per night
for standard room.
G. ;okay! I think my choice goes to deluxe room
R. ;how long will you stay, sir?
G. ;maybe for three days.
R. ;well, Mr.Pujut. Your room is in number 158. Here is the key. Our will escort
you to the room. thank you and enjoy stay with us!
G. ;sure. you’re welcome
B. ;let me bring your belongings to the room, sir
G. ;alright. Thank you.
(On The Way to Room)
B. ;here’s your room sir, maam. Would you like me to describe facilities in your
room?
W. ;of course. Please
B. ;well, you have a plasma television here. you can also use the fridge here. this
room is also featured with Air Conditioner and Wi-Fi connection. There’s also
 big window to let you see the ocean view right there. That’s all, if you have
any questions you can call us by phone.
W. ;okay. Thank you very much.
B. ;you’re welcome and have a lovely stay.

C. CHECK OUT

Receptionist : Good afternoon, Edotel Hotel. Dahlan’s 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 158
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. Darma, please come to the room 158 to help
pick up luggages.
Bellboy : Yes, I will go to the room 158 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 Jempiring number 1 will check out.
F.O Cashier : Yes I will prepare the guest bill room 158

“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. Pujut. Would you like to check out now ?
Guest : Yes, you’re right. Please help me. This is my luggages.
Bell Boy : All right Mr. Pujut. 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. Pujut, 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. Pujut 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, sir. How may I assist you?

Guest : Good afternoon, I would like to check out.
F.O Cashier : All right sir. May I know your room number, please ?
Guest : My room number is 158
F.O Cashier : Your name is Mr.Pujut and you have stayed with us from
November 21st is that correct ?
Guest : Yes, that’s right.
F.O Cashier : Could you please wait a moment Mr. Pujut? because our
Housekeeping staff still checking your room.
Guest : How long will I take?
F.O Cashier : It won’t take long time, sir. Just few minutes.
Guest : Okay.

F.O Cashier : Excuse me, sir, 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 Mr. Pujut, may I know about your payment?
Guest : I will pay by credit card , may I know what kind of credit
card do you accept in your hotel?
FO Cashier : In our hotel accept 3 kind of credit card such as AMEX
(American Express), Bank AMER, and DC (Diner Club). May I know what
kind of credit card will you use to pay?
Guest : I will pay by AMEX (American Express).
F.O Cashier : All right Mr. Pujut, may I borrow your credit card to
complete your payment ?
Guest : Here it is.
F.O Cashier : All right, sir. your bill is Rp. 1.350.000. is that’s right ?
Guest : Yes, that’s right
FO Cashier : Please enter your pin number, sir.
Guest : Okay.

“A few minutes later”

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

Guest : Okay.
FO Cashier : All right Mr. Pujut, this is your credit card, credit card slip,
guest bill and your other pads.
Guest : Thank you.
F.O Cashier : Well, thank you for your coming Mr. Peter. 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, sir. 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, sir. Would you like to have taxi to pick you up ?
Guest : Oh, yes.

“ Bellboy comes to the reception desk”

Bell boy : Excuse me, Mr. Peter. Your taxi is coming.

Guest : All right. Thank you.

“ Bellboy brings guest’s luggages into the taxi ”

Receptionist : All right, Mr. Pujut. Thank you for your coming. 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 taxi, sir.

Thank you for your coming. 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.

NOTES
R ;Receptionist

G ; Guest (male)

B ; Bellboy

W ; Guest (famele)

FOC ; Front Office Chasier