1.

Acknowledge the guest

STAFF- Good morning, Sir Welcome to white hotel! I am Philver, How may I help you? "May I ask you
have a reservation?"

Guest - Yes I Do"

STAFF - "May I ask for your name?

Guest - Joseph Gomez

2. Clarify the Reservation Details

S - Thank you for that, Mr. Gomez. May I clarify the following detail of your reservation?

You’re Mr. Gomez, Joseph Gomez , You'll be staying for 3nights from April 20 to 22, In 1 bedroom suite ,
it’s for Php 10,200 with plated breakfast for 1, Do you find all details in order?

G- Yes everything is correct!

3. Request IDs for verification

S- For Verification, may we ask for a valid ID or passport?

G- Here you go.

S- Thank you Mr. Gomez, Here is your ID

G- Thank you

4. Verify Payment Method as Processed During the Reservation.

S- Since we are now implementing cashless transactions for your safety, Mr. Gomez, I would like to
remind you that payment for room charges including incidentals will be done through your provided
credit card.

G - Yes I understand that!

5. Issuance of Room key, Meals Coupons, and other inclusions.

S- Mr. Gomez, here is your room key and your breakfast coupon which you may avail at our coffee shop.

- Breakfast is from 6:30AM to 10:00AM.Last call is 9:30 AM

- You will also be entitled to our complimentary Wi-Fi access good for the whole duration of your stay.
The Wi-Fi username and password are provided there.

- We also have a safety deposit box inside in your room which you can use to store any valuables you
may have.

G - Yes, I understand that

6. Offer Luggage Assistance

S- Would you need help with your luggage?

G- Yes please.

S- Our bellman will bring your luggage to your room.

G- Alright, I'll wait then.

S- Certainly, Mr. Gomez, is there anything else i can help you with?

G- There's none at this point. Thanks!

S- it's my pleasure. Have a pleasant stay with us. Please let us know if you need further assistance.

G- Alright, Thank you

7. Make a courtesy call to the guest

S- Good afternoon. May I speak with Mr. Gomez?

G- This is me"

S- Good Afternoon, Mr. Gomez. I wish you know if you find everything in your room in proper order."

G - Yes thanks for Asking

S- That’s good to know, Sir. Is there anything else I can help you with?

G- Its none for now, i just call if i need anything, thank you for calling

S- it's my pleasure, Mr. Gomez. Enjoy your stay.

8. Check-In using the property management system (PMS)

SHOWING PICTURE OF SYSTEM

9. Update Guest Profile and other information in the system

PICTURE OF GUEST PROFILE