FRONT OFFICE

1. CHECK IN
a. Walk In and New Guest

Notes :
You come to Solo, For Business or Pleasure or Official

You must take 2 Rooms and 1 extra bed

Would you mind to take 2 rooms and 1 extra bed,

If you mind take Executive Room you will more Comfortable.

HAVE YOU STAY AT OUR HOTEL BEFORE?

I Never stay at your Hotel
HAVE YOU MADE A RESERVATION BEFORE?
No not yet (BELUM)

Adjoining room : hadap hadapan

Connecting Door Room / Side by side /

The Reservation is For You OR Someone?

Who will stay with you?

Who will stay at our Hotel?

 RECEPTION
(WALK IN & NEW GUEST)

RECEPTION (R) : Good morning Indonusa Hotel, may I help you?

GUEST (G) : Good morning, I want to stay at your Hotel to day! Do you have
a room for me today?
R : Yes mam/sir, have you made a reservation before?
G : No, not yet
R : Have you stayed at our Hotel before?
G : No, I never stayed at your Hotel, this is the first time I come to this Hotel?
R : Alright mam/sir, this is our BroChure, we have 3 types of room
( lihat brosur).. What kind of room do you choose/like?
G : I choose Executive please!
R : How many person will stay with you?
G : Me and my Family (5 persons)
R : Moment please, I will check the room for you, the room for you
are available. I’m sorry sir you must take 2 rooms and 1 extra
bed.
G : How much for Extra bed? And I will take connecting door room
Please! Face to the S’Pool.
R : Moment please I will check it first in my computer. Sure sir, we
have it, at the Second Floor Room Number 203 & 205. How long
you will stay sir?
G : I will stay about 2 nights, is it okey?
R : Sure Sir/mam.
G : What are the facilities in Executive room?
R : Dining room, Hot water, Mini Bar and many others.
G : Do you have an internet service?
R : Ye sir, at the lobby area and in your room.
G : Where is the Swimming Pool?
R : S’Pool at the Ground floor mam and we also have a Fitness
Centre beside the S’Pool.
G : I’m sorry could you give me discount? I think its to expensive to
me?
R : 1. I’m Sorry mam, we can not give you a discount?. Because this
is your first time come to our Hotel.
2. Yes mam we just give 10% discount for you.
R : 1. How you will settled the bill, mam?
2. How you will pay the bills?
3. How about the payment?
G : I will pay by Credit Card.
R : May I borrow your Credit Card and your ID Card please?
And would you mind to sign this registration form please!
G : Here is my Credit Card & ID Card
R : Here is your Credit Card thank you.
And these are your Guest Card for change your ID card, Breakfast
Coupon/voucher for tomorrow and the day after tomorrow at Gambir
 Sekethi Restaurant. On the right side of this lobby. This is your room key,
your room number are 203/205. And the Bellboy will accompany/escort
you go to your room.
G : Thank you
R : You are welcome and have a nice stay.

b. Reservation and New Guest

RESERVATION FOR NEW GUEST via phone

Reservation Clerk (R) Caller (C)

R : Good …… INDONUSA HOTEL, Reservation ……. Speaking may I help
you?
C : Good morning, I want to make a reservation please, do you have a
room for me?
R : Have you stay at our Hotel, sir?
C : No not yet?
R : We have 4 types of room :
Superior Rp 700.000,- / night
Deluxe ……………………….
Executive ……………………….
Presidential ……………………….
What kind of room do you want/like and WHEN you will stay/check in at
our Hotel.
C : I need Superior room and will stay on 4th of December for 3 nights
R : Alright sir, I will check the room for you, the room that you request are
available, how many person will stay with you?
C : The room is not for me, for my Director and his family, his wife and 3
children
R : Excuse me sir you must take 2 rooms and 1 extra bed
C : Okey no problem and please prepare the connecting door room at non
smoking floor! Do you have it?
R : Find sir your room number are 203 & 205, May I have your name and
the director please?
C : My name is ……………….. ,and the director is …………………
R : May I know your Director Company name, address & his mobile phone
please.
C : PT Gajah Tunggal, jl. Jend SUdirman, Jakarta Pusat & 0878 215555212
R : And your Company name & fax number or E-mail please!
C : Address ………………
Phone …………….. Fax …………………….
R : How will you/he settled/pay the bills?
C : He will pay by credit card / Company Account
R : Do he/your director need to pick up at the Airport sir?
C : Yes please
 R : What is the flight number and the time sir?
C : GA 220 at 7.50 am
R : May I repeat your reservation sir? Your reservation for ……
Will stay on 4th of December ……………………. etc
Its all right / correct sir?
C : Yes, thank you.
R : Your Confirmation number is 1234. Is there anything alse sir?
C : No thank you.
R : You’re welcome, and we will waiting for welcoming your Director and
have a nice day
C : Bye ….

c. Online Reservation Guest

REGISTRATION for Guest reservation by E-book Company

Receptionist (R) Guest (G)

R : Good …… INDONUSA Hotel, Welcome in our Hotel, take a seat please. May
I help you?
G : Good morning too, I have a room reservation from Traveloka.
R : Sure sir, under the name of Mr. Tono?
G : Yes, here is the reservation. (show his mobile phone reservation application)
R : The rooms are already prepared sir.
G : I will stay for 2 nights, is it oke?
R : Alright sir, I will check the room for you.
G : Okey no problem and please give me the connecting door room at non
smoking floor! Do you have it?
R : Find sir your room number are 203 & 205, May I have your name you’re
your mobile number please?
G : Sure, here it is.
R : How about the additional charges to be paid Sir?
G : I will pay by credit card.
R : May I borrow your Credit Card and your ID to be scanned please?
And would you mind to sign this registration form sir.
G : Allright, here is my Credit Card and my Id Card.
R : Thank you and here is your Credit Card
And these are your Guest Card, Breakfast Coupon/voucher for tomorrow
and the day after tomorrow at Gambir Sekethi Restaurant. On the right side
of this lobby. This is your room key, your room number are 203/205.
And the Bellboy will accompany/escort you go to your room.
G : Thank you
R : You are welcome and have a nice stay.
d. Porter

PORTER new Guest

Porter (P) Guest (G)
P : Good ……………, welcome to our Hotel sir/mam May I help you?
G : Good ………….., I want to stay/check in where is the Reception?
P : The Reception is over there, Please follow me!
G : Thank you…
…….. Proses Registration ……..
P : I will escort you go to your room, this way sir please follow me
G : All right, Thank you..
P : This is your room, your room number is 305 (knock the door 3X)
Bellboy/girl …
This just a simple key, just insert the key to the keyhole, turn to the right
the door will open, please go inside sir!
G : Thank you
(Bellboy menaruh barang di Luggage rack ..)
P : This main panel is for all power/electricity in your room. The bathroom is
well supplied, you can running hot and warm water, hairdryer, towels
behing the door and this is the bottle opener
You can ajust the temperature by using this remote cooler
You can making call Extern and intern Call, just dial number 8 for extern
call and O for operator.
Do you want the Window Curtain/Gordyn be opened sir?
G : Yes please / No thanks
P : (Pegang stofmap) This is map, brochure envelop and Room Service
menu,
Room Service ready for 24 hours just dial number 4.
P : Please push the red button to turn on the TV, We have 25 channel
programe Local, National and international.
This mini Bar provide Alchohol and non alchoholic drinks in the
refrigarator and this the mini Bar Bill. Coffee & Tea Free For U
You can keep/safe your valueable things in this Safe deposit box
sir/mam
In your wardrobe you have a Bathrub & Pajamas/kimono
G : Okey..
P : this is the Laundry list & Laundry service open from 6 am untill 6 pm just
dial number 6 so the valet will pick up/take your dirty cloth soon
G : Thank you
P : I think is enough for me, is there any question sir/mam. If you need
more thing just dial number 5 for Belldesk. I will incharge till 3 pm. This is
your key, voucher Breakfast, Guest card and have a nice stay with us.
G : Thank you, you are very nice.
P : You’re welcome, have a nice stay.
2. CHECK OUT

a. Prepare the Bills

Cashier : C
Guest : G
C : Good morning madame / sir may I assist you?
G : Good morning too, I would like to check out now.
C : May I have your room number, please?
G : 301
C : Just a moment please. (check the Data of Bills)
Did you have breakfast this morning?
G : Yes, I did.
C : Just a moment please I will check with the restaurant. That’s IDR 50.000.
Would you like to check and see if the amount is correct?
G : Yes, that’s right
C : How would you like to pay Madame / Sir?
G : I’d pay cash
C : Very good Madame / Sir. I will process your Bills. Here is your bills. And thank
you very much for staying with us. See you again next time and have a nice
trip.
G : Bye

b. Correcting the Bills

The Guest is not sure about her/his Bills

G : Excuse me, there is uncorrect with my bills, I am quite sure about it.
C : I am very sorry to see it sir. What seems to be the problem?
G : It is the total of the Dinner, it seems to much / high to me.
C : I am sure it is correct sir, would you like me to check it for you?
G : Sure
C : One moment sir, I will get the receipts.
G : yes please.
C : I have check your bill for twice, Mam/Sir. I am quite sure its right.
G : Let me see
C : Here are all the receipt sir. They’re all signed by you, as you can see here.
Please check it all by yourself sir.
G : Heem .. I am sorry, you are right.
C : it doesn’t matter mam/sir. How would you like to pay?
Your total amount is IDR 2.350.000
Some Exercises
Complete the sentences with one of the following verbs.

- Check out
- Detail
- Dispute
- Incur
- Issue
- Overcharge
- Return
- Settle
- Vacate

Text :

a. Before leaving the hotel, guest …………….at the front desk.

b. The hotel must be careful not to …………. Guest.
c. During guset’s stay at the hotel, they will ………..charges for the services used in the
hotel.
d. Guest may ………………. A charge if they disagree with it.
e. All valuables deposited for safe keeping will be……………
f. Some hotels may………………. a luggage pass to show that payment has been received
and the guest is ready to leave.
g. The bill should be ……………. so the guest can see the cost of each item / service.
h. The receptionist has to remind the guest to …………. Theirs bills before leaving the hotel.
i. Most hotels require guet who are leaving to …………….. their rooms before lunchtime.

3. CHANGE ROOM
R : Receptionist
G : Guest

G : Good evening, may I ask you to change my room please?

R : Why do you want to change the room mam/sir?
G : Its quite noisy, and the room is not cold enough.
R : May I have your key and your GuestCard please.
G : Here you are
R : This is your new key and Guest card
G : Oke thanks
 R : You are welcome, I hope you will comfort for staying with us
Have a nice rest.

4. TELEPHONE OPERATOR
a. Connect with the Guest

Guest : Ringing 2x
T Operator : Good morning INDONUSA Hotel may I assist you?
Guest : I want to speak with Mrs Anita please? She is the guest of your
Hotel
T Operator : Al right mam, may I have/know your name and where you
from?
Guest : My name is Lina from BCA Bank, Solo.
T Operator : Wait for a Moment please, I’will Connect your call.
T Operator speak with the guest/Mrs. Anita
- T Operator : Goodmorning Mrs. Anita, Miss Lina from
BCA Bank, Solo want to speak with you, It is All right mam?
- MissLina : Allrigt/Ok.
- T Operator : Thank You mam
T Operator : Mrs Lina please speak with Mrs Anita now
Guest : Thank you
T Operator : You’re welcome and have a nice day

b. Leave a message

Nobody answer :

Guest : Ringing 2x
T Operator : Good morning Indonusa Hotel Solo, may I assist you?
Guest : I want to speak with Mrs Anita please? She is the guest of your
Hotel
T Operator : All right mam, may I have/know your name and where you from?
Guest : My name is Lina from PT Konimex, Solo.
T Operator : Wait for a Moment please, I’will Connect (put through) your call.
- I’m Sorry Mam, There is no answer (is on the line), would you
mine to leave a massage (please call back later)
Guest : All right, please tell her to call me back at 7 PM.
T Operator : All right mam, I will send your massage to mrs Anita, Is there
anything else?
Guest : No Thank You.
T Operator : You’re welcome and have a nice day

c. Wake up call

T Operator : Good evening Operator

 Guest : Could you wake me up at 5.00 am.
T operator : Yes mam / sir, what’s your number please?
Guest : 301
T Operator : thank you and have a nice sleep.

5. Giving Hotel Information and Direction

FDA (Front Desk Agent)

Conversation A
FDA : What can I do for you Sir/Mam?
Guest : I want to go to the Traditional Market for buying some Batik cloth.
FDA : You could go to Klewer Market not far from here by Public Bus or Becak
(Padicap)
Guest : Allright, would you mind for ordering the Padicap please, and how do I have to
pay?
FDA : About IDR 20.000, please be wait, I will prepare your transportation right now.
Guest : Thank you, and see you.
FDA : You’re welcome and enjoy your trip Sir/Mam.

Conversation B
FDA : May I help you Sir / Mam?
Guest : I have to joint for a meeting in your Hall.
FDA : May I know what meeting you will attend?
Guest : Here is the invitation, about “On Line Sales Program for the Companies” at your
Convention Hall.
FDA : Please go to the second Floor by the Elevetor or stairs in front of these corridor.
Go straight you will see the Main door of the Hall.
Guest : Allright, thanks
FDA : You’re welcome and have a good meeting sir / mam.