PRE-ARRIVAL

Guest (1) calling to Luna Hotel.

Front Desk Clerk: Good morning! This Luna Hotel reservation, Ramon speaking. How can I help
you?
Guest (1): Hi, I would like to make a reservation for two (2), please.
Front Desk Clerk: Can you first please tell me your name, please?
Guest (1): It’s Jamesun Mercado.
Front Desk Clerk: Can you spell that for me, sir?
Guest (1): Yes, that would be J-A-M-E-S-U-N M-E-R-C-A-D-O.
Front Desk Clerk: Thank you sir, may I ask what type of room would you like to reserve?
Guest (1): Yes, I would like to reserve two (2) Double rooms, please.
Front Desk Clerk: Who would be in the rooms?
Guest (1): It’s me and my friend.
Front Desk Clerk: Can I have her name, please?
Guest (1): Sure, that’s Cristel Lyn O. Patolot.
Front Desk Clerk: Would it be a smoking or non-smoking rooms?
Guest (1): A non-smoking. And do you have that with the ocean view?
Front Desk Clerk: Yes, sir. Can I ask on what date do you want to reserve? And for how long?
Guest (1): October 31, for 2 nights, please.
Front Desk Clerk: Thank you sir, how would you like to settle your bills?
Guest (1): With my credit card please.
Front Desk Clerk: Can I have your card number?
Guest (1): Sure, it’s 1234-5678-9990.
Front Desk Clerk: What is the name of the card holder?
Guest (1): It’s Jamesun Mercado.
Front Desk Clerk: Can I have your phone number?
Guest (1): Sure, it’s 0999-123-4567.
Front Desk Clerk: Can you please also tell me your email address?
Guest (1): Yes, it’s jmercado@gmail.com
Front Desk Clerk: Thank you sir. May I repeat you reservation?
Guest (1): Yes, sure.
Front Desk Clerk: You reserved two (2) non-smoking double rooms with an ocean view for 2 nights.
On October 31, 2022 and onwards for you and Ms. Guest (1) (2), is that correct, sir?
Guest (1): Yes, that’s right.
Front Desk Clerk: Your reservation is now confirmed sir, please wait for an email of your
reservation confirmation. Thank you, sir. Have a nice day!
Guest (1): Yes, thank you.

ARRIVAL
Guest (1)s entering the hotel.
Doorperson: Good morning, ma’am/sir!
Guest (1): Good morning!
Guest (2): Good morning!
Doorperson: Welcome to Luna Hotel! Can I help you with your luggage?
Guest (1): Yes, please.
Guest (2): Yes, please. Can you carry my suitcase, please?
Doorperson: Yes, ma’am. It would be my pleasure.
Guest (2): Thank you!
Doorperson: Please follow me to the front desk.
Guest (1): Okay, thanks.

At the front desk.

Front Desk Clerk: Good afternoon. Welcome to STI Grand Hotel. How may I help you?
Guest (1): I have a reservation for today. It’s under the name of Guest (1).
Front Desk Clerk: Can you please spell that for me, sir?
Guest (1): Sure. M-E-R-C-A-D-O
Front Desk Clerk: How about you ma’am?
Guest (2): Yes, it’s P-A-T-O-L-O-T.
Front Desk Clerk: Yes, Mr. Guest (1) and Ms. Guest (1) (2). We’ve reserved a non-smoking double
room for the both of you with a view of the ocean for two (2) nights. Is that correct?
Guest (1): Yes, that’s correct.
Front Desk Clerk: Excellent. Can I request for an identification card, please?
Guest (2): Here you go.
Guest (1): Here’s mine.
Front Desk Clerk: Thank you, sir/ma’am. We already have your credit card information on file.
Kindly sign the receipt at the bottom, please.
Guest (2): Wow! Four thousand five hundred ninety-nine pesos a night!
Front Desk Clerk: Yes, ma’am. 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.
Guest (2): Well, this is impeccably fine.
Guest (1): Right, we’re here for business anyway, so at least we’re staying on the company’s expense.
What’s included in this cost?
 Front Desk Clerk: A full American plan with buffet meals, free airport shuttle service, and use of the
hotel’s safe are all included.
Guest (2): So, what’s not included in the price?
Front Desk Clerk: You will find a mini bar in your rooms, ma’am. Consuming the items in it will be
charged to your accounts. Also, the hotel provides room service—at an additional charge, of course.
Guest (1): Okay, so what rooms will we be staying in?
Front Desk Clerk: That would be room 913 for you, sir. Here is your key card, sir. And room 914
for you, ma’am. To get to your rooms, take the elevator on the left up to the ninth floor. Turn left
once you exit the elevator. Your rooms will be on the right-hand side. Your luggage will be brought
up shortly by Rose, our bell staff.
Guest (2): Great. Thank you!
Front Desk Clerk: Should you have any questions or requests, please dial ‘0’ and we will be more
than willing to assist you, Mr. Rodriguez. Also, there is an Internet connection available in the lobby
24 hours a day.
Guest (2): Okay. What time is the checkout?
Front Desk Clerk: By 12 noon, ma’am. We’ll prompt you at least 15 minutes before the actual
checkout.
Guest (2): Okay. Thank you!
Front Desk Clerk: My pleasure, ma’am/sir. Have a wonderful stay here at Luna Hotel!

OCCUPANCY
Going to the rooms.
Bell Staff: Good day, ma’am/sir, I am Rose your bell staff.
Guest (1): Oh, hi!
Guest (2): Good day.
Bell Staff: Are you on your vacation, sir?
Guest (1): No, we’re on our business trip.
Bell Staff: Oh, are you having a banquet here?
Guest (1): Yes, our company reserved for a convention here.
Bell Staff: Oh, that’s great. Here’s your room, sir. Please use your key card, sir. Please let me check the
room first.

Checks the room, turn on the lights, opens the curtains, and open the bathroom door and check its
inside. Check all the surroundings. Go in front of the Guest (1).
Bell Staff: Welcome to our double room, sir. Here’s the bathroom, this already have the shower and a
bathtub. You can also use the refrigerator and store some foods. The mini bar’s product will be added to
your account. Lastly, here’s some water for you. And magazines of the hotel, and the menu for your
lunch.
Guest (1): Thank you. Here’s a tip, good luck on your work.
Bell Staff: Thank you, sir. If you have any questions and requests, please press ‘0’ on our telephone to
connect to the front desk. Thank you, sir. Enjoy your stay! Have a nice day!

Goes to the other Guest (1).

Bell Staff: Good day, ma’am. Here’s your room. A double room with the ocean view. May I tour you to
your room?
Guest (2): Ah, no need for that I already stayed at your hotel.
Bell Staff: Okay ma’am, enjoy your stay. Have a nice day!

Checking Out
Guest (1)s approaching the front desk.
Front Desk Clerk: Good morning, ma’am/sir. How may I help you?
Guest (1): We will be checking out already.
Front Desk Clerk: I am glad to assist you. How was your stay with us, sir? Did you enjoy it?
Guest (1): Yes, very much. However, we need to get to the airport now. We 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, sir.
Guest (2): That sounds great, but will it get us to the airport on time?
Front Desk Clerk: Yes, it will. The next shuttle leaves in 15 minutes, and it takes only approximately
30 minutes to get to the airport.
Guest (2): Amazing! we’ll just wait in the lounge area, okay? Will you please let us know when it will
be leaving?
Front Desk Clerk: Of course, sir. Oh, before you go, would you be able to settle the mini-bar bill?
Guest (1): Oh, yes, certainly.
Front Desk Clerk: Please do settle the bills at our cashier, right here. Thank you!

Goes to cashier:
Guest (1): Good day, I would like to settle the bills, under Mr. Guest (1). How much will that be?
Cashier: Let’s see. The bill is ₱ 1,029.00. How would you like to pay for that?
Guest (1): I’ll pay with my Credit Card-Visa, but I’ll need a receipt so I can charge it to my company.
Cashier: Sure, Mr. Rodriguez. Please wait for a moment. Here sir, please do sign the receipt and
you’re good to go.
Guest (1): Thank you!
Front Desk Clerk: 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.
Guest (2): That would be great. Thank you!
Front Desk Clerk: Would you like to sign the hotel Guest (1)book, too, while you wait?
Guest (2): Sure, we really had a good stay here, and we’ll tell our friends also to check-in here when
they visit the area.
Front Desk Clerk: That’s good to hear. Thank you again for staying at Luna Hotel. We hope to see
you again soon. Thank you!