SCRIPT FOR FRONT OFFICE SERVICES NC II

TELEPHONE RESERVATION:

Reservationist: You have reached Winzelle Suites hotel, JC speaking (You have to state your
nickname not the full name), how may I help you?
Guest: Hi JC, I would like to inquire for room accommodation good for two.
Reservationist: May I know from what date and till when ma’am?
Guest: For august 2
Reservationist; Thank you for your Information (SIR/MAAM). We have 3 types of room
accommodation good for (State the number of guest available for the room ) available for that
date (State the date for the availability of the rooms). We take pride to introduce to you our
presidential suit, fully air conditioned, with flat screen TV with cable channels, home theater
type, a spacious living room with balcony, a private bathroom with hot and cold shower with a
bath tub, a laptop is also installed in the room with free access to internet, we also include a
kitchen with complete kitchen utensils, and free access to the hotel facilities of the hotel like free
usage of the swimming pool and gym at costs 6,000 per day.
We also have the bedroom deluxe, with fully air conditioned room, a flat screen TV with cable
channels, a private bathroom with hot and cold shower, a free WIFI, it also has a living room
with a balcony to enjoy the beautiful sunset at 4,500 per day.
Then we have our standard room. Fully air conditioned, with cable channels and flat screen TV,
private bathroom with hot and cold shower with free access to internet at 3,200 per day.
Which among the type of room do you prefer (Ma’am/Sir)
Guest: I would like to take __________________________________ (Stating the type of room)
Reservationist: Alright (Ma’am/Sir) so you want to take the (State the room that the guest
needs). May have your full name (Ma’am/Sir)
Guest: (Name of the guest)
Reservationist: (State the full name of the guest then spelled it to the guest) Example: Alright sir
Your Name is Juldemar I. Capillan is spelled as J is for jar, U is for umbrella, L , is for Land and
so on…………. did I take it correctly? Ok (Ma’am/Sir). May I know the mode of transportation
going here?
Guest: I’ll be arriving on the (Date) day of the (month) (year) (time) via Cebu pacific flight
no.7d1088 and will depart on (State the time and the date of departure|)
Reservationist: Ok (Sir/Ma’am) may I have your company name, address, email add and
contact number please? For me to process this reservation.
Guest: Winzelle International College, Tomas Claudio Street, Zamboanga City.
wic@yahoo.com
Reservationist: Would you like to make any special request?
Guest: none
Reservationist: Is there’s anything I can do for you?
Reservationist: Maam, the hotel requires a one night advance payment for guaranteed
reservation. We only accept major leading credit cards like Master, Visa and American express.
Can I have your credit card number or the last three digits at the back of your card, the issued
and expiration date so I can process this transaction as soon as possible?
Guest: I have a master card with card number 000077788888.
Reservationist: Alright ma’am, please confirm your name, your name is (state the name of the
guest). You will arriving on the (state the date of arrival of the guest ex. 5 th day of august 2017)
with room accommodation of (state the room type of the guest) for (state the number of the
guest) occupancy with guaranteed reservation through master card with number 00007778888
expires on December 2018 with csc number 107, with no special request . Your company name
is Winzelle International College, Tomas Claudio st. Zamboanga City, wic@yahoo.com and
0068430033.
Guest: Exactly
Reservationist: Please be informed that a no show will automatically cancel the reservation.
Your confirmation no. is 007788-D. we will send you an email shortly so that you can have it
printed or send you a message through txt and present it the moment you arrive for an easy
access. Thank you for having business with us ma’am, we look forward in welcoming you.
Thank you for calling. Have a nice day!

Activity Task:
Kindly watch the link video or the video provided by your Front office instructor. Then, record
yourself while doing the telephone reservation. Please wear semi-formal attire for this task
Self-record a 2-3 minute video presentation. (100 points). Submit your video through messenger
or upload it in the comment section of the video presentation provided by your F.O Instructor.
Scoring:
Communication= 40 points
Attire, posture and gesture= 20 points
Correct and proper conversation between the guest and receptionist= 40 points
AMENDMENTS ON RESERVATION
In the Amendment page you can
change details such as traveler name,
contact details and payment
method. Amendments depend on the
rate and room availability. If the same
room or rate is not
available, amendments are not
possible. In these case, we recommend
you make a new booking and then
cancel the original one.

SCRIPT FOR AMENDMENTS ON RESERVATION:

Reservationist: You have reached Winzelle Suite Hote. JC speaking how may I help you?
Guest: I have a confirmed reservation and I would like to change the date of arrival.
Reservationist: Alright maam/sir. May I have your full name and your confirmation number so
that I can easily access your records on our system?
Guest: Mr. Jay Romero, my confirmation number is 007788-D
Reservationist: Please hold on for a moment Mr. Jay Romero, I already pull up your records in
our system, what the changes Mr. Jay Romero, so we can update your records.
Guest: Instead of arriving on the 20th of December 8 am via Cebu Pacific Flight 7d1088 and will
depart on 30th of December, we will have it on January 20 6 am via pal express Flight 4JO788
and will depart on 25th day of January.
Reservationist: Alright Mr. Romero, please hold on for a moment for me to check the status of
our hotel on the dates. (Check the status of the guest in your reservation list)
(Meanwhile…After checking the status of Mr. Romero)
Reservationist: Ok Mr. Romero we have te revisions of reservation. Please confirm, that your
name is Mr. Jay Romero and you will be arriving on the 20 th day of January 6am via Pal Express
Flight 4jo788 and will be depart on 25 th day of January with accommodation of bedroom Deluxe
for double occupancy . Would that be all sir?
Guest: Yes
Reservationist: Thank you for having business with us Mr. Romero, we look forward in
welcoming you. Thank you for calling have a nice day.
Amendments Reservation Activity Task:
Kindly watch the link video or the video provided by your Front office instructor. Then, record
yourself while doing the Amendments Reservation. Please wear semi-formal attire for this task
Self-record a 2-3 minute video presentation. (100 points). Submit your video through messenger
or upload it in the comment section of the video presentation provided by your F.O Instructor.
Scoring:
Communication= 40 points
Attire, posture and gesture= 20 points
Correct and proper conversation between the guest and receptionist= 40 points
SCRIPT FOR CHECK IN
PROCEDURE IN HOTEL.
Desk Clerk: Good Morning Sir/Ma’am.
Welcome to Winzelle Suit hotel. I am
JC, How may I help you?
Guest: I have a confirmed reservation
Desk Clerk: Alright sir, In that case,
may I have your confirmation no? So
that I can easily access your records in
our system.
Guest: Ok. Here is it.
Desk Clerk: Alright sir, May I know
and how did you place your reservation?
Guest: I’m not that sure when the exact
date, when I placed my reservation, was
but I guess it was last month through central reservation center.
Desk Clerk: Ok sir may I have your Full name please?
Guest: Mr. Jay Capillan
Desk Clerk: I have your name in our system Mr. Capillan, your confirmation numbr is 007788-
D. May I have passport or any Valid ID sir?
Guest: Yes
Desk Clerk: Thank you, Kindly fill out this registration form and if you need anything to ask
please feel free to ask.
Guest: Thank you (After the guest will fill out the form he need to give it again to the gust
clerk).Here is it, Thank you
Desk Clerk: Thank you sir, Here is your electronic key card and our compendium so you can
check our services, amenities and facilities we have. Tomorrow morning from 6 to 10, We have
a free buffet breakfast at the Winzelle Restaurant located at the ground floor. Here is your
complimentary stub for two. We have our bellman to assist you with your luggage and your
room is room 608. Should you have any concerns, just dial 8 for the front desk and we will
attend you as soon as possible. Thank you for choosing Winzelle suit hotel. Together with you is
our Bell Man. Have great day sir.
Bell service…………..Kindly assist Mr. Capillan into his room.

Check in Procedure Activity Task:

Kindly watch the link video or the video provided by your Front office instructor. Then, record
yourself while doing the task, You can have somebody to act as a guest in the video. Please wear
semi-formal attire for this task
Self-record a 2-3 minute video presentation. (100 points). Submit your video through messenger
or upload it in the comment section of the video presentation provided by your F.O Instructor.
Scoring:
Communication= 40 points
Attire, posture and gesture= 20 points
Correct and proper conversation between the guest and Desk Clerk= 40 points
BELL SERVICE

At luxury hotels, bell

service staff are typically
responsible for unloading
luggage at curbside upon a
guest's arrival, as well as
delivering the luggage to a
guest's room after check-
in. ... Bell service at hotels
also includes delivery of
food and other items to a
guest room.

BELL SERVICE SCRIPT

Bell Service: Good Morning Sir, I am Jaynin, Your bell service attendant for today. Will this be
all your luggage? Is there any breakable or fragile in your luggage sir? Okay here is your
luggage tag sir. This way to your room.
Guest: Yes
Bell Service: Alright sir, we are now approaching to your room, as you can see we have our
coaches in our lobby, it is where you can relax if you wish. Alright sir, here is your room, may I
have your electronic key card?
Guest: Yes
Bell Service: Sir, your room is Junior Suit, where would you like me to place your luggage?
Guest: Yes Beside the bed.
Bell service: Would you like me to open your window, to brighten up your day? Okay sir, is
there anything else that I can do for you? Alright sir, if you need any assistance, just dial 8 in the
telephone and we are happy to serve you. Enjoy your stay.

Provide Bell Service Activity Task:

Kindly watch the link video or the video provided by your Front office instructor. Then, record
yourself while doing the task, You can have somebody to act as a guest in the video. Please wear
semi-formal attire for this task
Self-record a 2-3 minute video presentation. (100 points). Submit your video through messenger
or upload it in the comment section of the video presentation provided by your F.O Instructor.
Scoring:
Communication= 40 points
Attire, posture and gesture= 20 points
Correct and proper conversation between the guest and Desk Clerk= 40 points
 SCRIPT FOR FRONT OFFICE SERVICES NC II

CLUB SERVICES:

Club Services: Good Morning Mr. Capillan, I am JC and I am in Charge to handle the club hotel
organization in this hotel. Would you like to be a member in any of our different club services?
We are happy to inform you about our club services and facilities that you could choose from,
We have The Gym and Health Facilities, Restaurant and Cafes, Gaming Facilities, Member
Clubs and Associations.
Guest: What club services that you can recommend to me in this Hotel?
Club Services: I highly recommend to you to join our Gym and health facilities. By joining this
club, you will have the privilege to use our Gym and Health facilities anytime of the week. The
service includes free usage of all the equipment in the Gym facilities we will also provide you
our skilled trainer. The membership fee for this is 60,000 annually but you can pay this quarterly.
12,500 pesos every after 3 months and a down payment of 10,000 pesos.
If you wish to sign up now, Mr. Capillan or later, here is compendium with all the rules, terms
and conditions as well as your benefits for you to look and decide.
Guest: Thank you

Provide Club Service Activity Task:

Kindly watch the link video or the video provided by your Front office instructor. Then, record
yourself while doing the task, you can have somebody to act as a guest in the video. Please wear
semi-formal attire for this task
Self-record a 2-3 minute video presentation. (100 points). Submit your video through messenger
or upload it in the comment section of the video presentation provided by your F.O Instructor.
Scoring:
Communication= 40 points
Attire, posture and gesture= 20 points
Correct and proper conversation between the guest and The Club service= 40 points
SCRIPT FOR FRONT OFFICE SERVICES NC II
The Hotel Check Out Procedure
Template has organized check out
processes into a series of steps outlined
beow:

 Ask About Stay

 Enquire Over Additional
Charged 
 Verify Account Information
 Confirm Payment 
 Check Messages 
 Final Checks 
 Update Room Status 
 Guest Fil History
 Request Guest Satisfaction
Survey 
 Checkout Completion 
CHECK OUT SERVICES SCRIPT:
Desk Clerk: Good Morning Sir, How may I help you?
Guest: May I know much my total bill is; I’m going to check out today.
Desk Clerk: Alright sir, may I know your room number? Then kindly give me your Electronic
Key Card.?
Guest: Ok here
Desk Clerk: Alright Sir, Please give me a minute for me to process your bill.
(The Desk Clerk will call the room service department)
Room service Department, Good Morning, this is jc , Please be inform that Mr.
Capillan is making check out, kindly forward all his account now. Thank you.

(The Desk Clerk will call housekeeping department)

Housekeeping Department, Good Morning, This is jc, Please be inform that Mr.
Capillan is making check out, kindly forward all his account now. Thank you.

( The Desk Clerk will call Club Service department )

Club Service Department, Good Morning, This is jc, Please be inform that Mr.
Capillan is making check out, kindly forward all his account now. Thank you.

The Desk Clerk will now talk to guest after the processed of the guest bill.
Desk Clerk: Alright sir, here is your bill, how would you like to pay this sir?
Guest: In cash
Desk Clerk: Yes

Check Out Service Activity Task:

Kindly watch the link video or the video provided by your Front office instructor. Then, record
yourself while doing the task, you can have somebody to act as a guest in the video. Please wear
semi-formal attire for this task
Self-record a 2-3 minute video presentation. (100 points). Submit your video through messenger
or upload it in the comment section of the video presentation provided by your F.O Instructor.
Scoring:
Communication= 40 points
Attire, posture and gesture= 20 points
Correct and proper conversation between the guest and The Club service= 40 points