Name: Cindy Shane C.

Tupal
Section: BSHM 301
(Telephone Ringing)

Receptionist: Good morning Diamond Hotel reservation, this is Cindy speaking how can
I help you?
Guest: I’d like to reserve a room for two please.
Receptionist: Before we proceed to the reservation process may I know who is on the
line?
Guest: This is Kaira Kate Reyes
Receptionist: Could you spell your first name for me please.
Guest: K A I R A K A T E
Receptionist: Okay thank you for that information Ms. Reyes. May I know which date
you would like to make your reservation?
Guest: On the 15th until 17th on October, do you have any vacancies?
Receptionist: Yes, we have several rooms available for that particular days may I know
what type of room Ms. Reyes you would like to stay?
Guest: Do you have any premiere rooms?
Receptionist: Im sorry to inform you Ms. Reyes, but all our premier rooms have been
book on the 15th on October, how about a deluxe room instead we can transfer you
once there is availability.
Guest: Ahhmm okay that is fine.
Receptionist: Perhaps, you didn’t know that we have a new room rates, do you find that
acceptable Ms. Reyes.
Guest: Please tell me the price so I can make a decision.
Receptionist: For a deluxe room we have it at P6,405 per room per night, now is a
queen size bed okay?
Guest: A queen sounds great
Receptionist: Would you like to confirm a reservation Ms. Reyes
Guest: Yes, I would like to confirm the reservation
Receptionist: Can I have the name of the person who will be staying Ms. Reyes?
Guest: Ms. Lawag, that is L A W A G.
Receptionist: One more second Ms. Reyes, your reservation is now verified so all I
need to know is your phone number
Guest: 09128411284
Receptionist: Let me repeat that 09128411284 okay Ms. Reyes. How will be the bill
settled?
Guest: Do you accept payments via credit card?
Receptionist: Yes, Ms. Reyes, now I need your credit card information to reserve the
room for you what type of card is it?
Guest: Visa. The number is 987654321
Receptionist: And what is the name of the cardholder?
Guest: Kaira Kate Reyes
Receptionist: Alright Ms. Reyes ,your reservation has been made for the 15 th of October
for a room with a queen size bed. Check in is at 3 o’clock. If you have any question
please do not hesitate to call is.
Guest: Great, thank you so much
Receptionist: My pleasure maam . Have a nice day.

(Checking in)
Front Desk (FD) Staff: Good afternoon. Welcome to Diamond Hotel. How may I help
you?
Guest (G): I have a reservation for today. It’s under the name of Lawag
FD: Can you please spell that for me, maam?
G: Sure. L-A-W-A-G
F: Yes, Ms. Lawag We’ve reserved a non-smoking double room for you with a view of
the ocean for two
(2) nights. Is that correct?
G: Yes, that’s correct.
FD: Excellent. Can I request for an identification card, please?
G: Here you go.
FD: Thank you, maam . We already have your credit card information on file. Kindly sign
the receipt at the bottom,
please.
G: Wow! Four thousand five hundred ninety-nine pesos a night!
FD: Yes, maam. You are going to stay in the best five-star hotel in the area, and I’m
pretty sure you will enjoy our
facilities and services here.
G: Well, this is impeccably fine. I’m here for business anyway, so at least I’m staying on
the company’s expense.
What’s included in this cost?
FD: A full American plan with buffet meals, free airport shuttle service, and use of the
hotel’s safe are all
included.
G: So what’s not included in the price?
FD: You will find a mini-bar in your room, maam. Consuming the items in it will be
charged to your account. Also,
the hotel provides room service—at an additional charge, of course.
G: Okay, so what room will I be staying in?
FD: That would be room 913. Here is your key card, maam. To get to your room, take
the elevator on the left up
to the ninth floor. Turn left once you exit the elevator. Your room will be on the right-
hand side. Your luggage
will be brought up shortly by Jacob, our bell staff.
G: Great. Thank you!
FD: Should you have any questions or requests, please dial ‘0’ and we will be more
than willing to assist you, Ms. Lawag. Also, there is an Internet connection available in
the lobby 24 hours a day.
G: Okay. What time is the checkout?
FD: By 12 noon, maam. We’ll prompt you at least 15 minutes before the actual
checkout.
G: Okay. Thank you!
FD: My pleasure, maam. Have a wonderful stay here at Diamond Hotel!
Narrator: And there, Ms. Lawag was able to check in well. She went to bed immediately
because she was tired from a long trip. After that she began to where she wanted to
and take some pictures of the view.
Today Ms. Lawag will check out.

(Check out)
Front Desk (FD) Staff: Good morning, maam. How may I help you?
Guest (G): I will be checking out already.
FD: I am glad to assist you. How was your stay with us, maam? Did you enjoy it?
G: Yes, very much. However, I need to get to the airport now. I have a flight that leaves
in about two (2) hours,
so what is the quickest way to get there?
FD: We do have a free airport shuttle service, maam.
G: That sounds great, but will it get me to the airport on time?
FD: Yes, it will. The next shuttle leaves in 15 minutes, and it takes only approximately
30 minutes to get to the
airport.
G: Amazing! I’ll just wait in the lounge area, okay? Will you please let me know when it
will be leaving?
FD: Of course, maam. Oh, before you go, would you be able to settle the mini-bar bill?
G: Oh, yes, certainly. How much will that be?
FD: Let’s see. The bill is ₱ 1,029.00. How would you like to pay for that?
G: I’ll pay with my Credit Card-Visa, but I’ll need a receipt so I can charge it to my
company.
FD: Sure, Ms. Lawag. If you like, you can leave your bags to our bell staff, and they can
load those onto the
shuttle for you when it arrives.
G: That would be great. Thank you.
FD: Would you like to sign the hotel guestbook, while you wait?
G: Sure, I really had a good stay here, and I’ll tell my friends also to check-in here when
they visit the area.
FD: That’s good to hear. Thank you again for staying at Diamond Hotel. We hope to see
you again soon.