WELCOMING THE GUEST

DESK CLERK: Good morning, ma’am. Welcome to CPTC Hotel, may I help you carry your luggage?

GUEST: Here

DC: Okay ma’am, this way to front desk.

DEPOSITING LUGGAGE
Bellboy: Good morning ma’am, how may I help you?
Guest: I’m here to deposit my luggage.
Bellboy: May I know how many luggage’s are you going to deposit?
Guest: Two bags, here.
Bellboy: you are depositing 1 black trolley bag in good condition ma’am.
Guest: Yes it is.
Bellboy: Kindly write your complete name and signature here in the luggage form ma’am.
Guest: ok, here.
Bellboy: Thank you, ma’am. May I know If what time you will be picking up your luggage?
Guest: 2pm
Bellboy: okay ma’am, your luggage number is #4. Here is your Claiming Stab.
Guest: Okay, Thank you!

CLAIMING LUGGAGE
Bellboy: Good afternoon ma’am how may I help you?
Guest: I’m here to get my luggage.
Bellboy: May I have your claiming stab ma’am.
Guest: Here.
Bellboy: Ma’am here is your luggage, 1 trolley bag and I back pack. Kindly sign into the acknowledgement receipt Sir.
Guest: okay!
Bellman: Thank you Ma’am for enjoying our services. Have a nice day!

CHECK-IN

FDC: Good morning, ma’am! Welcome to Crown Plaza Hotel. How may I help you?
GUEST: I would like to avail a room for 1.
FDC: May I have your name ma’am?
GUEST: I am __________________.
FDC: May I know your departure date ma’am?
GUEST: My departure will be on March 10, 2016.
FDC: Ma’am kindly wait for a moment, I will check if we have an available room.
GUEST: Ok.
FDC: Mr. ________________, we have available room for you. We have Single-De-lux Room which cost 2,500php/night.
We also have a Single Standard room cost 1,900php/night. But if you wish to be more comfortable while you’re staying
with us, may I best recommend Single De-lux because it is more spacious and conducive. It has Single Bed, 24” flat
screen TV and a hot and cold shower room with complete amenities and toiletries. It also has a mini dining area where
you will be comfortable to stay with.
Guest: If that so, I will take the Single De-lux.
 PROVIDE CLUB SERVICE
Front Desk Clerk: Good morning, ma’am. How may I help you?
Guest: I heard you were offering various services here in your hotel. I want to see your Leisure Club.
Front Desk Clerk: Our Leisure Club includes Spa and Massage, Jacuzzi and Music Room.
Guest: I want to be a member of that club
Front Desk Clerk: Okay ma’am, the membership fee for Leisure Club is 4000php. If you become one of the club
members, it will last for 1 month. You will enjoy from 5pm till 10pm.
Guest: Okay.
Front Office Clerk: Kindly fill-up this form.
Guest: Here.
Front Desk Clerk: Thank you ma’am. How would you like to pay your bill ma’am?
Guest: Cash
Front Desk Clerk: I receive 4000php, here is your receipt.
Guest: Thank you.
Front Desk Clerk: Do you want me to tour you into the club ma’am?
Guest: No I can manage.
Front Desk Clerk: Thank you for enjoying our services ma’am. Have a nice day

ROOMING OF GUEST

Bellboy: Good morning, Ma’am. I am Florence, your butler for today. Could you check if your luggage is complete
Ma’am?
Guest: Yes.
Bellboy: This way to elevator ma’am. Please follow me.

***AT THE ELEVATOR***

Bellboy: How is your trip ma’am?
Guest: It was good.
Bellboy: That would be nice to hear ma’am. Is it your first time to visit our place sir?
Guest: Yes.
Bellboy: I’m pretty sure you’ll love our place ma’am. Cagayan is known to be the caving capital here in the Philippines.
We have the most beautiful caves here in our place, specially the most famous Peñablanca Callao Cave. If you wish to
visit our pilgrimage sites ma’am, we have the Iguig Calvary Hills also have Our Lady of Piat at Piat, Cagayan But if you
don’t have time to visit them, we have other services here ma’am. We have Entertainment Club, Sports Club, Leisure
Club, and Fitness Club.
Guest: Everything is here! Thank you for the information, I’ll take note of that.
Bellboy: Your satisfaction is our service ma’am.
: we are now here in your ma’am. “Room Check!” May I have the key ma’am?
Guest: Here
Bellboy: Here is your room ma’am. Where do you want me to place your luggage?
Guest: Beside the cabinet.
Bellboy: So here is your bathroom ma’am, here is your hot and cold shower with complete amenities
Guest: okay
Bellboy: Is there anything I can do for you, ma’am?
Guest: None. Thank you.
Bellboy: Please call us if you need assistance. I hope you’ll enjoy your stay in our hotel. Have a nice day!

ATTENDING GUEST CHECK OUT

Front desk clerk: Good morning Ms. _______________ may I remind you that today is your scheduled check out.
Guest: Yes.
Front desk clerk: May I know how many luggage’s you have ma’am so we will know if we will send a bellman to assist
you on your luggages?
Guest: no, I can manage, I have only 1 luggage

(at the Guest Room)

Bellboy: (knock the door 3x) Bell Service!
Guest: Yes. Come In.
Bellboy: Good morning Ms. __________, I am Florence your butler for today. May I assist you packing your luggages
ma’am?
Guest: I can manage.
Bellboy: ok ma’am. May I check the room for a while ma’am?
Guest: yes.
Bellboy: Everything is in good condition ma’am. Are you ready for your check out?
Guest: Yes.

CASHIERING
**at the Front Desk**
Front Desk Clerk: Good Morning ma’am, may I help you?
Guest: I’m ready for check out
Front Desk Clerk: May I have your name and your room number please?
Guest: __________________ Room 209.
Front Desk Clerk: May I have your Room Key and Hotel ID ma’am?
Guest: Here.
Front Desk Clerk: Thank you ma’am. How is your stay, ma’am?
Guest: It was good.
Front Desk Clerk: Thank you for enjoying our services ma’am.
Guest: okay
Front Desk Clerk: okay ma’am, here is your folio. Kindly check the posted bills and sign under your name for
acknowledgement.
Guest: ok. Here.
Front Desk Clerk: Ma’am your bill is 5,000.00. Please wait for a while ma’am, I’ll just prepare the billing statement and
your receipt.
Guest: Okay.
Front Desk Clerk: Ma’am here is your receipt and your change. This is your clearance slip ma’am
Guest: Thank you.
Front Desk Clerk: We are looking forward on your next visit Sir. Have a safe trip!
 PROCESSING TELEPHONE RESERVATION

FRONT DESK CLERK: Crown Prince Hotel, Good morning! Florence on the line, how may I help you?
GUEST: I am ________________ I would like to make a reservation.
FDC: May I know how many guests are we expecting, Ma’am?
GUEST: 1
FDC: May I know to whom is this reservation is made for Ma’am?
GUEST: myself.
FDC: May I know the exact date of your stay, ma’am?
GUEST: I will be arriving on ________________ and I will stay until ________________.
FDC: Sir kindly wait for a moment, I’ll just check if we have an available room.
GUEST: Okay.
FDC: Ms. ____________ we have an available room for you. We have single de-lux room with a cost 2,500/night. We
also have Single standard room sir for 1,900/night. Which do you prefer, ma’am?
GUEST: May I have the Single Standard.
FDC: Okay ma’am, our Single Standard room ma’am is a fully air-conditioned room, with Single Bed, 24” flat screen TV
and a hot and cold shower room with complete amenities and toiletries.
GUEST: That would be nice!
FDC: May I know your expected time of arrival and departure ma’am?
GUEST: I will arrive 10am and my expected time of departure is 6am.
FDC: Okay ma’am. May I know your complete name and address ma’am?
GUEST: ___________________, Italy.
FDC: Ma’am, May I know your contact #and e-mail address or any, where I can send the confirmation letter and your
receipt ma’am.
GUEST: Contact me at _______________.com and call me at 373-3330.
FDC: May I know the credit cards holder’s name and the credit card # ma’am?
GUEST: _____________________, 4415987465
FDC: Under what bank is the credit card issued ma’am and when is the expiration date?
GUEST: BDO- the expiration date is on 6/61/2021.
FDC: ma’am may I request you to pay an amount equivalent to 50% of your total room charge amounting to 2850php.
GUEST: Okay.
FDC: Ma’am I’ll call you back for the confirmation of your reservation. Thank you and have a good day!

*** RING! RING! RING!

FDC: Crown Plaza Hotel, good morning! Florence on the line, May I speak with Ms. ___________________.
GUEST: Speaking
FDC: I would like to confirm your reservation ma’am. Your confirmation number sir is 24846. You will be arriving on
__________ and will be departing on _____________. You will stay with us for 3 nights. Please present your
confirmation letter upon arrival so that we can facilitate you upon check-in. I have sent it on your e-mail address.
: Please do inform us also if there were changes or delay of flights so we can also adjust the details of your reservation
ma’am.
GUEST: Okay
FDC: Is there anything else I can do for you ma’am?
GUEST: None. Thank you.
FDC: Thank you ma’am for making a reservation with us. We are looking forward to see you on your arrival date. Have a
nice day!