Group 3

Front office and Housekeeping

Scene 1

Front desk Hi, Good morning Maam welcome to Sahaya’s Hotel my name is Joyce, How can I help you?

Guest 1: Hello, I’d like to make a room reservation for 2 people

Front desk: Okay maam, what type of room do you prefer? Is it Single room, Twin Room, or Double
room? And how long do you plan to stay?

Guest 1:I think the twin room is much better for us and 3 days is enough. By the way, how much?

Front desk; That will be 4,500 a day maam, Is there anything else you like to add in our services or
services to your room? And please sign this reservation form.

Guest 1. Hmmm, nothing for now.

Front desk: Okay maam, please bare with us in just a minute, while processing your reservation I’ll just
record your reservation to our system.

Your reservation is already done, please come with me and I will assist you to your room.

So this is your room, I hope you enjoy your stay, have a nice day!

When they enter the room and drop the bags in the floor, guest immediately notice that the room is not
cleaned yet.

Guest 2: Sis look, the room is not cleaned yet and I think it was used by the previous guest

Guest 1: Yes your right, wait for me I will go back to the front desk to inform this.

Guest 1: Hello Ms. Joyce I have concern about the room, It is not clean it is messy and dirty. I thought
when I reserved the room it is beautiful and we feel ourself comfortable but I am disappointed.

Front Desk: Sorry for that maam, I’ll call our room attendant and tell what happened.

Hello? Housekeeping department? Please tell the room attendant to come here ASAP in
front desk, thank you.

Room Attendant; What happened? Is there something wrong?

Front Desk: Yes, because the room they reserved is not cleaned it was used by the previous guest and
you haven’t cleaned it yet.

Room Attendant: Sorry for that Maam, I forgot to put a sign in front of the door that the room is not yet
ready. It was my fault and it will not happen again. I will report this to our Guest Room Supervisor and
talk to her please wait.

Guest 1: Yeah, better be because you may lose a guest and not come back because of their experience.
Guest Room Supervisor: Hello Maam, I have been told for what happened to your room. You occupied
the room dirty we are very sorry for that experience and it will not happen again. And we will offer you
an other room for your stay is that okay?

Guest 1: Yes please, I want to enjoy my stay here I hope this will not happen again. Thankyou.

Scene 2

A Guest reserved a room to through booking, then when she arrives at the hotel she go to her room
and rest then she call a friend to help her plan her birthday in the room where she check in the hotel.

Guest 1: Hello? Julia? Hey I’m here at Sahayas Hotel and I am planning to celebrate my birthday here. So
please come here and help me to plan.

Guest 2; Is that so? That’s great wait for me I’ll be there in an hour.

Guest 1: Heyy Julia! I’m glad you come

Guest 2: Ofcourse, Your birthday is in 3 days from now so what’s your plan?

Guest 1: So I am thinking to invite our close friends and have a simple celebrate here at night

Guest 2; That’s a great idea huh you’re getting old hahaha

Fast forward

It’s Sam’s birthday and their friends come to her room and party with a loud speakers

Guest 3; Hey happy birthday, btw your room is so clean it was nice and comfortable

Guest 1 (Sam); Yes you know what, when I entered this room I occupied this clean I was amazed to
there design and formation of things.

Then after that they start the party but unexpectedly there is a guest who complaint to the front desk

Guest complainant: Hello? Front desk? This is Cathalia from room 305, I have a complaint ,our
neighboors from the next door is too loud!! I think they are having a party there. And we can’t sleep.

Front Desk: Sorry Maam, I’ll address the issue immediately and I apologize for the disturbance and any
inconvenience caused to our guest.
The front desk knocking on the noisy’s neighboors door

Guest 2: Yes? How can I help you?

Front Desk: Good evening Maam, I received a noise complaint from your next door please keep it down.
It’s 11pm and the other guest is sleep now I hope you understand.

Guest 2: Sorry Ms. We will lower our voice and lower the volume of the speaker so the guest will not
wake up. We are also guests and we do not want to be the cause of trouble or embarrassment in this
hotel

Front Desk; We appreciate your cooperation. Thank you for your understanding.

Scene 3