Making Reservations

Receptionist: Good morning. Welcome to The Grand Woodward Hotel.

Client: Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you
have any vacancies?

R: Yes sir, we have several rooms available for that particular weekend. And what is the exact date of
your arrival?

C: The 24th.

R: How long will you be staying?

C: I'll be staying for two nights.

R: How many people is the reservation for?

C: There will be two of us.

R: And would you like a room with twin beds or a double bed?

C: A double bed, please.

R: Great. And would you prefer to have a room with a view of the ocean?

C: If that type of room is available, I would love to have an ocean view. What's the rate for the
room?

R: Your room is five hundred and ninety dollars per night. Now what name will the reservation be
listed under?

C: Charles Hannighan.

R: Could you spell your last name for me, please?

C: Sure. H-A-N-N-I-G-H-A-N

R: And is there a phone number where you can be contacted?

C: Yes, my cell phone number is 555-26386.

R: Great. Now I'll need your credit card information to reserve the room for you. What type of card is
it?

C: Visa. The number is 987654321.

R: And what is the name of the cardholder?

C: Charles H. Hannighan.
R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of September for a
room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any other
questions, please do not hesitate to call us.

C: Great, thank you so much.

R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.

Checking-In
Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?

Guest: I have a reservation for today. It's under the name of Hannighan.

Hotel: Can you please spell that for me, sir?

Guest: Sure. H-A-N-N-I-G-H-A-N.

Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for two
nights. Is that correct?

Guest: Yes, it is.

Hotel: Excellent. We already have your credit card information on file. If you'll just sign the receipt
along the bottom, please.

Guest: Whoa! Five hundred and ninety dollars a night!

Hotel: Yes, sir. We are a five star hotel after all.

Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime.
What's included in this cost anyway?

Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe
are all included.

Guest: So what's not included in the price?

Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account. Also, the
hotel provides room service, at an additional charge of course.

Guest: Hmm. Ok, so what room am I in?

Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the
fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A
bellboy will bring your bags up shortly.

Guest: Great. Thanks.

Hotel: Should you have any questions or requests, please dial 'O' from your room. Also, there is
internet available in the lobby 24 hours a day.
Guest: Ok, and what time is check-out?

Hotel: At midday, sir.

Guest: Ok, thanks.

Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.

Check-out / Getting to the airport

Hotel: Did you enjoy your stay with us?

Guest: Yes, very much so. However, I now need to get to the airport. I have a flight that leaves in
about two hours, so what is the quickest way to get there?

Hotel: We do have a free airport shuttle service.

Guest: That sounds great, but will it get me to the airport on time?

Hotel: Yes, it should. The next shuttle leaves in 15 minutes, and it takes approximately 25 minutes to
get to the airport.

Guest: Fantastic. I'll just wait in the lounge area. Will you please let me know when it will be leaving?

Hotel: Of course, sir. Oh, before you go would you be able to settle the mini-bar bill?

Guest: Oh yes certainly. How much will that be?

Hotel: Let's see. The bill comes to $37.50. How would you like to pay for that?

Guest: I'll pay with my Visa thanks, but I'll need a receipt so I can charge it to my company.

Hotel: Absolutely. Here we are sir. If you like you can leave your bags with the porter and he can
load them onto the shuttle for you when it arrives.

Guest: That would be great thank you.

Hotel: Would you like to sign the hotel guestbook too while you wait?

Guest: Sure, I had a really good stay here and I'll tell other people to come here.

Hotel: That's good to hear. Thank you again for staying at The Grand Woodward Hotel.

Reception : Good morning, welcome to Edotel Hotel Denpasar, how may I help you?
Guest : Good morning, I would like to stay here.
Reception : Do you have any reservation before, Sir?
Guest : No, I don’t have.
Reception: May I know what type of room do you want to get, for how long time and how
many person Sir?
Guest: I want to reserve one standard twin bed room for 5 nights, it’s from 3rdFebruary 2023
until 7th February 2023 and that’s for one person.
Reception: Wait a moment please Sir, I would like to check the room available that you want
on that period.
Guest : Yes, please …

*** Few second later ***

Reception: Thank you for your waiting Sir, we have one standard twin bed room still
available on that period. May I explain to you about room and hotel facilities, Sir?
Guest : Yes, please …
Reception: The room facilities in our hotel such as private balcony, living room, kitchenette,
refrigerator with mini bar, wardrobe, television, Telephone with telephone attention, air
conditioner and safety deposit box. Bath room complete with shower, bath tub and wash
basin complete hot and cold running water. And the hotel facilities such as restaurant and bar,
coffee shop, meeting room, tailor, laundry, saloon and beauty, sport area and parking area.
Reception: The room rate is USD 250 nett include breakfast.
Guest: Well Sir, would you like to take this room?
Guest: Yes, I take this room.
Reception: Well Sir, please fill this registration card, this is your pen and this is your
welcome drink, please enjoy it!
Guest: Ok, Thank you.

(Reception fills the guest card and breakfast coupon)

Guest: I’ve finished filling the registration card.
Reception: Thank you, may I check your registration card, please?
Guest: Yes, of course.
Reception: Well Mr. James, may I know about your payment?
Guest: I’ll pay by credit card, May I know what kind of credit card you accept in your hotel?
Reception: In our hotel accept 3 kind of credit card such as: AMEX (American express),
VISA, and MASTER CARD. May I know what type of credit card do you have?
Guest : I’ll pay by AMEX.
Reception: May I borrow you credit card please, because I will take your deposit 100% the
room rate for one night, so that’s USD 250.
Guest: Ok, this is my credit card.

*** Few second later ***

(Reception fills the cash receipt)
Reception: Thank you Mr. James, this is your credit card and cash receipt. Please you can
check again your deposit.
Guest: Yes, that’s alright.
Reception : Well, Mr. James, may I repeat your guest card?
Guest: Yes, please.
Reception: Well, your name is Mr. James Smith and you have booked one Twin Bed Room,
the room rate is USD 250 nett included breakfast and your departure date is 7th February
2023, is that right, Sir?
Guest: Yes, that’s right
Reception: Our hotel have some information such as, at the F.O cashier, we have safety
deposit box, if you have valuable things please, you keep in there. Because in our hotel not
responsibility for the lost valuable. It’s just for information Sir, check out time in our hotel at
12.00
· (show the room key and guest card)
This is your room key and guest card. First of all, if you would like going to outside hotel,
please keep your room key in the receptionist desk because, if you lost your room key our
hotel will be charge you USD 25 extra charge. Secondly for guest card you can keep this one
during you stay in our hotel.
· (show the breakfast coupon)
This is you breakfast coupon. If you would like to have a breakfast, please come to Bogasari
restaurant. It’s open from 06.00 A.M until 10.00 A.M, and don’t forget to bring your
breakfast coupon at the cashier. And if you have some letter and facsimile, please, you can
come at receptionist desk. And we’ll be help you and the last information are for the check
out time at 12.00 P.M at noon. Well, Mr. James that all clear for you?
Guest: Yes, thank you for your information. Well, may I’m asking you about something?
Reception: Yes, course sir.
Guest: Alright, this evening I have a plan to going outside hotel to shopping a lot of things,
but I still confused. Can you suggest me where is the department store is near from here? And
it should be has good qualities for the product.
Reception: Well sir, I suggest you to go to Daily Shop Departmnet Store.
Guest: Can you give some information about that place? And what something special I can
get there?
Reception: Daily Shop deparment store is located at Nikunja 2, if you’d like to going to this
place it’s about 2 kilometers and if there are not any traffic jam you don’t need to spend a lot
of your time because you just need spend your time around 25 minutes by car. If you in there,
you can get anything about fashion such as: shoes, shirt, T-shirt, etc. and also if you’d like to
have dinner you can find KFC there.
Guest : Wow, I think it will be nice. But, is there any game center?
Reception: Yes, you can find Timezone. It can make you feel quite happy.
Guest : It’s great. But I want to ask you where I should to order the taxi?
Reception: if you get any difficulty, we can help you to order the taxi. Well sir, do you agree
with this?
Guest : Yes, it’s good idea, it’s very helpful. May I know about the taxi’s fare from here?
Reception: It won’t need cost much. It’s about USD. 50,- it is not expensive is it, Sir?
Guest : Yes, it’s nice. Thank you for information.
Reception: Wait a moment please Mr. James, I’ll calling the bell boy because our bell boy
will be escort you to your room. (Calling the bell boy) bell boy please!
Bell boy: Yes, I am.
Reception: Please you escort Mr. James to the room and these are the guest card, breakfast
coupon, and the room key.
Well, Mr. James if you need more information or something else please you dial extension
number 0 from room telephone or you can come to the reception desk, thank you for coming,
I hope you have a nice stay in our hotel and have a good vacation.
Guest : Thank you for all of service.
Reception: You’re welcome.

MAKING RESERVATION
Reception: Hello, thank you for calling the Desolation Hotel. My name is Pierre. How can I
help you?
Syl: Yes, hello. I’d like to make a reservation.
reception: Certainly. When would you like to check in?
Syl: Do you have any rooms available for October 12th?
reception: Yes we do. And for how many nights will that be?
Syl: That’s four nights.
reception: So you’ll be checking out on October 16th, then?
Syl: No, the 17th.
reception: I’m sorry sir, that’s, uh… The 17th would be five nights.
Syl: Aaah, right, right. Sorry.
reception: No problem, sir. So that’s five nights and you’ll be checking out on the 17th?
Syl: Yep.
reception: Okay. And would you like a smoking room or a non-smoking room?
Syl: No smoking, please.
reception: Certainly.
Syl: By the way, how much are the rooms?
reception: Well, the rates depend on the type of room. For the nights you’ll be staying, we
have the Deluxe Executive Suite and a standard room available. The Deluxe Executive Suite
is $649, plus tax, per night.
Syl: Oh wow! How much is the standard room?
reception: The standard room is $233, plus tax.
Syl: OK, I’ll take the standard room, please
reception: No problem sir. May I have your name, please?
Syl: Yes, it’s Syl Primeau.
reception: Could you spell that for me, please?
Syl: Sure. It’s, uh, S-Y-L P-R-I-M-E-A-U.
reception: S-Y-L P-R-I-M-E-A-U?
Syl: Yup, that’s rigonht.
reception: Great. OK, and how will you be paying?
Syl: Do you take Visa?
reception: Yes we do. Would you like to use that?
Syl: Yes, please.
reception: Okay, great. Can I have your credit card number, please?
Syl: Let me check. Just a moment, please. (Gets wallet.) That’s, uh… Let me see here…
Yeah, it’s, uh… 1234 5678 9000.
reception: OK, let me confirm that number. Is it 1234 5678 9000 ?
Syl: Yes, that’s right.
reception: OK, and what’s the expiration date?
Syl: The expiry date? Is, uh, April 2014.
reception: April, 2014. OK. Okay, great! You’re all set. Will there be anything else today?
Syl: No, that’s fine. Thanks.
reception: OK. Thank you. Have a good day sir.
Syl: Thanks. You too.
reception: Goodbye.
 CONVERSATION HANDLING GUEST CHECK-IN ( WALK IN GUEST)

Bell boy : Good afternoon, welcome to Edotel Hotel. How may I assist you ?

Guest : Good afternoon. I would like to stay here .

Bell boy : Well, please you come to the reception desk and may I bring your luggages,
Madam ?

Guest : Yes, please. Thank you.

Bell boy : You’re welcome, Madam.

( The Bell boy escort the guest into the reception desk )

Receptionist : Good afternoon, welcome to Edotel Hotel. How may I assist you ?

Guest : Hi, Good afternoon. I would like to stay here.

Receptionist : Do you have a reservation before, Madam ?

Guest : No, I don’t have.

Receptionist : Well, may I know what type of room would you like, how long will you be staying
and how many person, Madam ?

Guest : I would like one suite room for 2 nights, it’s from 15th of February 2023 until 17th of
February 2023 and that’s for two person, me and my children.

Receptionist : Please wait a moment, Madam. I would like to check the room available on that
period.

Guest : Yes, please.

( The Receptionist was checking)

Receptionist : Thank you for your waiting Madam, we have one suite room still available for you.

Guest : Great!

Receptionist : May I explain to you about room and hotel facilities, Madam ?

Guest : Yes, please.

Receptionist : The room facilities in our hotel such as private balcony, living room, kitchenette,
refrigerator with mini bar, wardrobe, television, Telephone with telephone attention, air conditioner
and safety deposit box. Bathroom complete with shower, bath tub and wash basin complete hot and
cold running water. And the hotel facilities such as restaurant and bar, coffee shop, meeting room,
tailor, laundry, salon beauty and spa, sport area and parking area.

The room rate is USD 450- nett per night include breakfast. Well, would you like to take this room?

Guest : Yes, I take this room.

Receptionist : Well Madam, please fill this registration card, and this is your pen.

Guest : Sure.

( The Guest fills the registration card and The Receptionist fills the guest card and breakfast coupon )

Bell boy : Excuse me, Madam. This is your welcome drink, please enjoy it!

Guest : Thank you very much.

( The Guest has finished filling the registration card )

Guest : I’ve finished to filling the registration card.

Receptionist : Thank you, may I check your registration card, please?

Guest : Yes, of course.

Receptionist : Excusme, Mrs.Sisca, Now may I borrow your identity card and passport ? I would
like to copy your identity for complete the reservation before.

Guest : Yes, this is my passport.

Receptionist : Thank you.

( The Receptionist was copying her passport )

Receptionist : Excuse me, Mrs.Sisca . May I know about your payment ? You will pay cash or credit
card?

Guest : I will pay by credit card, please. What kind of credit card do you accept at your hotel?

Receptionist : In our hotel accept three kind of credit card, such as: AMEX (American Express), VISA
and MASTERCARD. May I know what type of credit card do you have ?

Guest : I will pay by AMEX

Receptionist : Well, may I borrow your credit card, Mrs.Sisca ? because I will take your deposit
100% the room rate for one night so that’s USD 450-

Guest : Sure, this is my credit card.

Receptionist : Excusme, Mrs.Sisca. Enter your pin, please.

Guest : Alright.

( Few second later )

Receptionist : Thank you Mrs.Sisca. This is your credit card and your slip credit card. Please check
again your deposit and I need your sign here.

Guest : That’s right.

Receptionist : Excuse me, Mrs.Sisca. May I repeat your guest card ?

Guest : Yes, please.

Receptionist : Well, your name is Mrs.Sisca Yasmine and you have booked a Suite room, the room
rate is USD 450,- nett included breakfast, you stay in our hotel start now until 17 February 2023, is
that right, Madam ?

Guest : Yes, you’re right. Thank you.

Receptionist : This is your guest card. Please you bring your guest card during you stay in our hotel.

Guest : Okay, thank you.

( Show the breakfast coupon )

Receptionist : Well, Mrs.Sisca, This is you breakfast coupon. If you would like to have a breakfast,
please come to Bogasari restaurant. The located is behind the meeting room 1. It’s open from 06.00
A.M until 10.00 A.M, and don’t forget to bring your breakfast coupon at the restaurant cashier.

Guest : Yes, of course.

( Show the room key )

Receptionist : This is your room key. If you would like going to outside hotel, please keep your
room key at the reception desk, because if you lost your room key, our hotel will be charge you
Rp.100.000,- for one key.

if you have some letter and faximile, please, you can come at receptionist desk. And we’ll be help
you. And at the F.O cashier, we have safety deposit box, if you have valuable things, please you keep
in there. Because in our hotel not responsibility for the lost valuable. It’s just for information,
Madam, for check out time in our hotel at 2 PM in the afternoon. Well, Mrs. Sisca that all clear for
you ?

Guest : Sure, thank you for your informations.

Receptionist : You’re welcome, Mrs.Sisca and wait a moment, please. I will call our bell boy to
escort you to your room.

Guest : Ok.

(Calling the bell boy)

Receptionist : Bell boy, please!

Bell boy : Yes, I am.

Receptionist : Excuse me, Mrs.Sisca this is Mr. Agus. He is bell boy in our hotel and he will escort
you to your room.

Guest : Yes, thanks a lot.

Excuse me Mrs.Sisca. May I borrow your room key, please ? And I will escort you to your room.

Guest : Yes, thank you. This is my key.

Receptionist : Well, Mrs.Sisca, if you need more information or something else, please you dial
extension number 0 from room telephone or you can come to the reception desk. Thank you for
your coming and choose stay in our hotel. I hope you have a nice stay and have a good vacation.

Guest : Thank you very much.

Bellboy : All right Madam, please follow me , I will bring you to your room.

Guest : Yes, thankyou very much

Bellboy : My pleasure Madam.