GROUP 4: Guest Cycle

Narrator: Mabuhay! Good morning, everybody! We are the group 4 and we are going the
perform the scenarios of a guest cycle which includes Pre-arrival, Arrival, Occupancy, Departure,
and Post-departure.

Here is the list of our members:

Beah Christina Ilao as Receptionist for the Reservation Office
Nizeah Trina Dacoag as Receptionist for the Front Desk
Queenie Obordo & Arjay Silagan as Married Guests
Ma. Crisandra Gabieta as Housekeeping Attendant in Housekeeping Department
John Paul Solis as Bell Boy

Now we will start with Pre-Arrival

Pre-Arrival
*Answer the phone within 3 rings*

Beah: Good afternoon, Mabuhay! Thank you for calling Prime Hotel. This is Beah Ilao from
Reservation Office. How may I assist you?

Queenie: Hi, good afternoon! I would like to make a reservation.

Beah: All right Ma'am. How should I address you?

Queenie: I am Queenie Obordo.

Beah: Okay Ms. Obordo, are you our club member? Or have you stayed in our hotel before?
Queenie: I haven't. This is my first time.

Beah: Okay Ma'am. I would like to ask for your full name, starting from your first name, middle
name, and last name. Also, your email address and contact number.

Queenie: Sure. It's Queenie Janoras Obordo. My email address is

obordoqueenie1017@gmail.com and my contact number is 0981 528 7981.

Beah: Thank you for that information, Ma'am. I would like to confirm, it's Queenie as in
Quebec, Uniform, Echo, Echo, November, India, Echo, Janoras as in Juliet, Alpha, November,
Oscar, Romeo, Alpha, Sierra, and Obordo as in Oscar, Bravo, Oscar, Romeo, Delta, Oscar. Is it
correct?

Queenie: That's perfect.

Beah: And your phone number once again is 0981 528 7981.

Queenie: Yes

Beah: Very well, Ms. Obordo. On what date would you like to schedule your reservation?

Queenie: I would like to stay in your hotel from October 21 to 25.

Beah: Noted Ma'am. Please hang on for a second for I will check if those dates are available.

Queenie: Okay

*10 seconds later*

Beah: Hello again, Ma'am. Will you travel alone or not?

Queenie: I'm going to arrive with my husband. I also prefer a room with an amazing view and
non-smoking because my partner is allergic to smoke

Beah: The available room for that day is the Suite Room for 7,499 pesos and the Deluxe Room
which is 9,700 pesos per night to accommodate both of you and both have stunning beach view.

Queenie: Okay. I would like to have the Deluxe Room.

Beah: Okay Ma'am. (Typing)

Ms. Obordo, as you know our hotel is busy. So, I would like to recommend you to
guarantee your booking as we have a high occupancy rate.

If you want to have a guaranteed reservation, you have to pay half. In your case, the total
amount of rooms for 3 days is 29,100. Would you like to guarantee your reservation?

Queenie: Sure. How should I transfer my payment?

Beah: Okay ma'am. You can pay through our GCash number 0935 844 6860 or through our
Bank Account 006060177459.

Queenie: Okay I will transfer it now

*After a few seconds*

Beah: Ms. Obordo, I just made your reservation guaranteed. This will ensure your booking. Now
if you do not come in on October 21 without informing us then a one-night room rate will be
charged to your credit card as a penalty. But if you would like to change your reservation, you
have to inform us 24hrs in advance. I guess you understand our policy, Ma'am.
Queenie: Yes, thank you. I will surely update you beforehand if there would be any changes.

Beah: So, Ms. Obordo now I am going to repeat your reservation details. You are checked in on
October 21 and your check out date is October 25. You preferred Deluxe Room for you and your
husband with a stunning beach view and a non-smoking area. Room rate is 9,700 per night which
includes a complimentary breakfast. You confirmation number is 237712.

Queenie: Yes, you are right.

Beah: Thank you Ms. Obordo for choosing Prime hotel. Certainly, you take the right decision.
So, Ms. Obordo, see you on October 21. Have a nice day!

ARRIVAL

Jp: Mabuhay! Good morning, Ma'am and Sir! Please let me carry your luggage. This way
Ma’am.

Arjay & Queenie: Thank you!

Nizeah: Good morning, Mabuhay! Welcome to Prime Hotel. How may I help you?

Arjay: Hi, good morning! I’m Arjay Silagan and my wife has a reservation for today. It’s under
her name Queenie Silagan.

Nizeah: Can you please spell it for me, Sir?

Arjay: Sure. S-I-L-A-G-A-N.

Nizeah: May I have the ID of your wife Sir?

Arjay: Hold on, let me get it from her.

Arjay: Here you go.

Nizeah: Thank you, Sir! Please take a seat first and I’ll call you immediately after checking.

Arjay: Okay.

Nizeah: Mr. Silagan! Sorry for taking a while Sir. I’ve already checked our system and yes, Mrs.
Silagan had a guaranteed reservation which is a deluxe room for you with a view of the beach
and smoke-free area for three days and two nights. Is that correct?

Arjay: Yes, it is.

Nizeah: Very well, Sir! Your room number is 405 and here is your key card. You may call us
anytime whenever you need something through our hotel telephone. If you wish to call outside
the perimeter, you will be charged depending on the network you’ll try to reach. Enjoy your stay!

Arjay: Honey, let’s go. Our room is ready.

Queenie: Thank you, Miss!

Jp: This way to our elevator Sir.

Narrator: The newly wedded couple started staying in the hotel and enjoyed everything around.
OCCUPANCY

Nizeah: Hello, good afternoon! This is the front desk.

Queenie: Hi! We’re planning to have dinner just in our room for our honeymoon. Can we have
the roasted chicken, mashed potato, Caesar salad, and red wine?

Nizeah: Noted Ma’am! We’ll serve them at exactly 7 at dinner time.

Queenie: Okay. Thank you!

*The couple celebrated and had their first night in the most romantic way you can imagine.
On the next day…*

Nizeah: Hello, good morning! This is the front desk. Your breakfast is ready Sir.

Arjay: Good morning! Kindly just send them here in our room.

Nizeah: Right away Sir.

Arjay: Btw, is there a gym here?

Nizeah: Yes, Sir. It’s in the first-floor east wing.

Arjay: Okay. Thank you!

Nizeah: No problem, Sir. Just call us whenever you need something.

*LUNCH TIME*
Queenie: Hi! We’re going to have lunch outside. Kindly let the housekeeper in our room and
change everything.

Nizeah: No problem, Ma’am!

*ON THE EVENING*

Nizeah: Good evening! This is front desk.

Arjay: Hello, can we have two lemon and honey tea in our room?

Nizeah: Coming up, Sir!

DEPARTURE & POST-DEPARTURE

Nizeah: Good morning, Sir! Can I help you?

Arjay: Yes please, we would like to check out today.

Nizeah: Okay Sir. May I ask your name and your room number, Sir?

Arjay: I am Arjay Silagan and I am from room number 405.

Nizeah: Wait a minute Sir.... Yes Mr. Silagan, you and your wife are from room 405 and you
would like to check out today, right?
Arjay: Yes
Nizeah: I would like to ask the key card of your room Sir.

Arjay: Here.

Nizeah: *Calls the housekeeping department* Hello, room 405 is checking out. Please check
the room.

Mr. & Mrs. Silagan, please take a seat in the lobby for a while for we are going to check the
room first.

Arjay: Okay

*AFTER A FEW MINUTES*

Nizeah: Hello, Mr. Silagan! You’re all set. Here’s your overall total bill 87,650 and here’s the
breakdown of what you have purchased during your stay.

Arjay: I would like to pay in cash. Here.

Nizeah: By the way Sir, we have a promo this upcoming February for couples with free wine
and charcuterie board if you stay for 2 nights. Would you like to make a reservation?

Arjay: We’ll love to and I think will plan this out to be back here again because of your quality
service.

Nizeah: Here’s the promo card Sir, you can call us anytime if both of you Ma’am and Sir have
already decided.
Arjay: Sure. Thank you for this!

Nizeah: Thank you so much, Sir! We hope that you enjoyed your stay. Our bell boy here will
escort you and carry your luggage.

Arjay: Thank you so much! We definitely did. Here’s a tip.