Eunice Myka M.

Albo
G10- Javier

Check-In
R: Good ma’am, Welcome to Utopia hotel, how may I help you?
G: Good morning, I would like to check-in please
R: Ma’am may I have your name please? And can I borrow your valid ID?
G: Yes, my name is Roxas and here is my ID
R: Mr. Roxas have confirmed your reservation here’s your ID and kindly sign-in on our
arrival list.
R: (Searching…...) According to our system your reservation is for October 23-26 and
your departure will be October 2. You’ll having a Twin room with a rate of 14,000 is that
correct ma’am?
G: Yes, that’s correct
R: Our hotel is offering a membership wherein if you want to be part of it you can have
15% discount. In order to be a member, you have to fill out the form and pay the
membership fee that costs 1500.
R: As for our hotel's policy, our guest needs to pay for the incidental deposit of 2500 but
it is fully refundable upon check-out"
G: Sure i will take it
R: That’s great Ma'am, what mode of payment would you like to use to pay your
membership card, incidental deposit and remaining balance? Is it through cash or credit
card?
G: I would like to pay it in cash
R: Kindly check if all the details in the registration card are correct, then please sign on
the space provided
G: it’s all correct, and let me sign it for you
R: Please be guided that our Physical Gym opens at 7:00 in the morning until 9:00 in
the evening, as well as our spa and pool area.
R: This is your room key, Ma'am and the back of it is your room number
G: Thank You
R: Do you need some assistance miss roxas?
G: Yes, please
R: Miss Roxas, our bellboy James will accompany you to your room
R: Thank you for chosing utopia hotel ms roxas, have a nice day and enjoy your stay
G: Thank you have a nice day too.

Check out
R: Good afternoon ma’am, how may I assist you?
G: Good afternoon, I would like to check out
R: Sure ma’am, May I know your name and room number, please?
G: I’m Roxas, my room number is 315
R: (check the system) Ma’am, how was your experience staying in our hotel?
G: It was really good and the staff was very approachable!
R: That’s good to hear. By the way ma’am, were you able to empty the safety deposit
box inside the room?
G: Yes, nothing to worry about it
R: Alright ma’am, did you avail any of our services or any additional charges this
morning?
G: No, I haven’t
R: Noted ma’am, kindly wait for a moment, I will just print your guest folio
G: Sure, take your time
R: Here is your account, Ma'am. According to it you made a reservation on October 23-
26 for a Twin room for a total amount of 18,000 for 4 days and 3 nights stay in room
315. You also confirmed your reservation by making an advanced payment of 5,000
using your credit card, you also paid the 4,500 for the membership fee and incidental
deposit but since it hadn't been used, we'll have to cancel it so your remaining balance
will be 10,000. Are this information correct?
G: Yes.
R: Kindly check your folio if all the entries are correct.
G: Sure, (checking) All of the entries are correct.
R: So Ma'am, how are you going to pay for the remaining balance? would it be by cash
or credit card?
G: Sure, I'll pay by credit card. Here's my card.
R: Okay, Ma'am. Please sign over here.
G: Okay. (return the guest folio to the receptionist)
R: May I have your room key?
G: Yes, (giving the key)
R: Excuse me for a moment, I would just update your room status.
G: Sure.
(receptionist will call the housekeeping department)
R: Good Afternoon, this is Eunice from front office department. Kindly check Miss
Roxa’s room in room 315. She's checking out now.
R: Thank you for waiting, Ma'am. Your account is already settled.
G: Thank you too.
R: You're always welcome. Do you have any plans coming back on the future, Ma'am?
If yes, please let us know and we will immediately assist you.
G: Yes, I do have plans coming back.
R: That's good to hear, Ma'am. Do you still need some assistance?
G: No, thank you. I can manage.
R: Alright, Ma'am. Thank you so much for staying with us! We are looking forward for
your next visit in our hotel. Have a safe trip!