CONVERSATION HANDLING GUEST CHECK-IN ( WALK IN GUEST)

Bell boy : Good morning, welcome to Edotel Hotel. My name is Nanda, How may I assist
you ?
Guest : Good morning. I would like to stay here .

Bell bolyuggages:, mWaedlalm, p? lease you come to the reception

desk and may I bring your Guest : Yes, please. Thank you.
Bell boy : You’re welcome, madam.

** The Bell boy escort the guest into the reception desk **

Receptionist : Good morning, welcome to Edotel Hotel. My name is Asih May I assist you ?
Guest : Hi, Good morning. 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 that you want madam
? Guest : What type of room that you have?
Receptionist : We have single room , twin room , and suite room
Guest : What is the facilities of the suite room?
Receptionist : The room facilities for a suite room such as private balcony, living room,
kitchenette; if you want to breakfast, you can make it in there, 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.
Guest : I want one suite room
please. Receptionist : for how long,
madam?
Guest : It is for five days.
Receptionist : And how many person, madam ?
Guest : That is for two persons, for me and my young sister.
Receptionist : Do you have any special request during you stay
here? Guest : I would like a room with sea view.
Receptionist : Wait a moment, please madam. I would like to check the available roomin our
system first.
Guest : Yes, please.

** The Receptionist was checking **

Receptionist : Thank you for your waiting madam, the room is still available for you.
Guest : Yes. Thank you.
Receptionist : The room rate is Rp.450.000,- per night nett include breakfast. And the room rate
for 5 nights is Rp. 2.250.000,- nett include breakfast. Well, would you like to take this
room?
Guest : Yes, I take this room.
Receptionist : Well madam, please fill the registration form, please complete the registration
form. and this is your pen. Can I have your passport please ? I would like to copy your
identity.
Guest : Sure.

** The Guest fills the registration card , The Receptionist copy the passport and fills guest
card&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 **

Receptionist : This is your passport

madam. Guest : Thanks.
Receptionist : Is it done ,Madam? Can I check the form
? Guest : Yes. of course.
Receptionist : Excuse me, Ms. Grande. Please write your sign
here. Guest : Ok.
Receptionist : Thank you very much , May I know how about the 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: VISA, MASTER CARD and
AMEX (American Express). May I know what type of credit card do you have ?
Guest : I will pay by VISA.
Receptionist : For the payment, we will take a guarantee payment as much as fivenights you
stay here for the room per night. So that is Rp. 2.250.000
Guest : Oh that’s ok.
Receptionist : Well, may I borrow your credit card, Ms.
Grande? Guest : Ok, this is my credit card.
Receptionist : Thank you.
Receptionist : Excuse me, Ms. Grande. I will take Rp. 2.250.000, and please enter your pin here.
Guest : Allright.

** Few second later **

Receptionist : Thank you Ms. Grande. This is your credit card and your credit card slip. Please
check again your deposit and I need your sign here.
Guest : That’s right.
Receptionist : Allright Ms. Ariana Grande, your room number is Jempiring 1, the room rate is
Rp. 450.000,- per night nett included breakfast, your departure date is 13 rd of September
2014, The check out time is at 2pm, if you check out more than 2 pm, we will charge you
50% of the room charge one night.
Guest : Yes, Thank you for your information.
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 and show the room key **

Receptionist : This is your breakfast coupon and this your room key, 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. Anything else, Sir?

Guest : No. Thank you
Receptionist : You’re welcome, Ms. Grande. 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 : Mr. Nanda, please escort Ms. Grande to her room Jempiring 1 and this is the
breakfast coupon and room key .
Bellboy : Sure.
Excuse me Ms. Grande. I will escort you to your room.
Guest : Yes, thank you.
Receptionist : Thank you very much Ms. Grande. please enjoy your vacation in our hotel and
have
a good day.

Guest : Thank you for your service.

Conversation Walk in Guest

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 November 2014 until
17th of November 2014 and that’s for two person, me and my children.

Receptionist
p:erPiloeda.se wait a moment, Madam. I would like to check the room available on
that
Guest : Yes, please.
( The Receptionist was checking)
Receptionist : Thank you for your waiting Madam, you’re very lucky, because 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 Rp.450.000,- 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

Bell boy b:reEaxkcfuasset mcoeu, pMoand)am. 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),
BANK AMERICA, and DC (Dinner Club). 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 Rp. 450.000,-
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 your room number is Jempiring 1, the
room rate is Rp. 450.000,- nett included breakfast, you stay in our hotel start now
until 17 November 2014, 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.

( S h o w th e roo m k e y )
R ec e p tio n ist : Th i s 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.
Receptionist : Mr.Agus, please escort Mrs.Sisca to her room Jempiring 1.
Bellboy : Sure.
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.