HANDLING GUEST REQUEST CONVERSATION

Tino : Good afternoon, housekeeping service, Tino’s speaking,

how may I help you?

Mr. Richy : Good afternoon. I’m Richy. I would like to request one
extra bed because my friend will come and stay with me

Tino : Alright Mr. Richy, may I know your room number, please?

Mr. Richy : Yes, my room number is Orchid 8.

Tino : How long will you use the extra bed, Sir?

Mr. Richy : I will use the extra bed until I check out from this hotel
which is for 4 nights. How much should I pay for the extra
bed?

Tino : For the extra bed you must pay $11 per night Mr. Richy. It
will be adding to your guest bill.

Mr. Richy : Okay, thanks.

Tino : Alright, anything else, sir?

Mr. Richy : Yes. I would like to order a printer because I have to print
some important documents.

Tino : Alright, sir. I will handle it for you.

Mr. Richy : Should I pay for it?

Tino : No, you should not. It’s free of charge, Sir. You can borrow
it during you stay in our hotel.

Mr. Richy : Oh, thank you.

Tino : You’re welcome. May I repeat your order, Sir?

Mr. Richy : Yes, sure.

Tino : Well Mr. Richy, your room number is Orchid 8. You
ordered one extra bed for 4 nights and you ordered a printer.
Is that right, Sir?

Mr. Richy : Yes, you’re right.

Tino : Alright, Mr. Richy, we will set up your extra bed and give
you a printer as soon as possible

Mr. Richy : Thank you very much for your help.

Tino : You’re welcome, Sir. Have a nice day.

Mr. Richy : Yes, have a nice day too.

HANDLING GUEST COMPLAINT CONVERSATION

Dialog 1

Receptionist : Good morning Sir, is there anything I can do to help you sir?

Guest : Yes, I have some complaint about my room Sir

Receptionist : What is it Sir?

Guest : I just checked in earlier, but the water faucet in my bathroom

is not functioning properly. Too bad because the bathroom in
this hotel is quite good and clean, but the water can’t function
properly

Receptionist : If I may know, what room number do you stay Sir?

Guest : in 305

Receptionist : Okay sir, can I check your bathroom?

Guest : Of course

Receptionist : It looks like the drainage is in trouble Sir. We apologize for

the inconvenience because of this. Instead, we will replace
your room with a new one with a comfortable bathroom

Guest : Thank you for the response to the complaint, I really

appreciate this service

Receptionist : It’s our job to make guests comfortable staying here. Please
wait a moment Sir, I will get the key for your new room and
after that you can move to the new room

Guest : Okay, I’ll wait.

Receptionist : Thank you for your kindness Sir

Dialog 2

Guest : Good morning

FO : Good morning Sir, My name is Thalia. Is there anything I can

help for you?

Guest : My name is Ari. I have complaints about the room that I

stayed right now. My room smells of cigarette smoke and it
bothers me a lot

FO : Are you sure, Sir? Because we are sure cleaning

the room before the guests occupy the room.

Guest : Yes, if you don’t believe my complaints then you can check
into my room. I don’t smoke, but the smell has been there
since we entered the room.

FO : Okay Sir, let me check your room

Guest : Sure

FO : Sorry for the inconvenience of this room Sir, maybe this is out
officer negligence. Instead, we will replace your room with a
new one and we will give you a dining voucher at our
Restaurant.

Guest : Okay thanks for your response.

FO : You are welcome, have a nice stay Sir.