Valet Service

Valet- V
Guest- G
Act I. Prologue Hotel Entrance
V: Good morning, ma’am. I’m Ariel, your valet service for today.
Welcome to El Cabalen Hotel. May I know if you have a reservation.
G: Yes.
V: May I assist you with your luggage, ma’am.
G: Sure.
V: Are there any fragile items in your luggage?
G: There are none.
V: Please come in ma’am, this way to the lobby area.

Act II. Lobby

V: Please have a seat ma’am. Would you like any refreshment or
anything to read while waiting ma’am?
G: No.
V: May I borrow your ID to check your reservation, ma’am?
G: (Hands her Identification card) Here it is.
V: Thank you, ma’am. Please excuse me for a minute while I confirm
your reservation.

Act III. Front Desk

Vallet- V
Front Desk- FD
V: Good morning, Front Desk. I would like to confirm a reservation
under this ID.
FD: Yes, Miss Nicdao made a reservation under room 234 on the second
floor. Here is her key card.

Act IV. Lobby

V: Sorry to keep you waiting ma’am, we have checked your reservation
under room 234 on the 2nd floor, here is your key card together with
your ID. May I assist you to your room Miss Nicdao.
G: Yes, you may.
4.1 While walking towards the room
V: May I introduce you our hotel’s facility, Miss Nicdao.?
G: Sure.
V: As you can see, at the 1st floor Miss Nicdao, we have the lobby, an
Olympic sized swimming pool, and the pride of our hotel- an Asian eat
all you can buffet which is open from 7am to 10pm every day. At the
end of the 2nd floor where your room is located, we have the gym, with
private lockers, showers and sauna. On the 3rd floor, we our casino
equipped with the latest slot machines and a bar for the guest to enjoy.
Lastly, our roof deck where can enjoy a cup of coffee with our very own
franchise café, Kape Cabalen and the city view of Tarlac.

Act V. Arriving at the room.

V: We are here Miss Nicdao. This is your room, room 234. Do you want
me to open your room for you, Miss Nicdao?
G: Sure.
V: May I borrow your key card to open your room?
G: Here. (Guest hands the key card)
V: (Opens room) After you, Miss Nicdao. Here is your key card. As you
can see, beside the door is your key holder that operates the electricity
of your room. Please don’t forget to place your key card at the key
holder to power up your room.
G: (Places the key card at the key holder)
V: Where do you want me to put your luggage, Miss Nicdao?
G: Please put it at the top of the bed for me.
V: Do you want me to unpack your luggage Miss Nicdao?
G: No, thank you.
V: Can I instead introduce you to your room’s facility?
G: Yes, do that instead.
V: As you can see, as soon as you walk-in; we have your bathroom at
the right side of the door. Inside your bathroom we have the shower,
bathtub, toilet and bidet, and lastly a simple vanity. At the left side
corner of your room is your aircon, a mini sala facing your flat screen
smart tv. Beside your bed is your night stand where the phone and
remote controls for the tv and aircon are located.

Act. VI. Bidding Farewell to Guest

V: I am now done introducing your room, Miss Nicdao. Once again, I’m
Ariel your valet service. Please don’t hesitate to use the phone for
further assistance, dial #0 for room service and #1 for front desk. Enjoy
your stay, Miss Nicdao.
 Hotel Guest Request
Guest/Rojhie Anne Manabat- G/RAM
House Keeping/ Ariel- HK/ A
Scene I: Requesting
(Phone ringing)
HK: Hello Good Day, this is Ariel of housekeeping department. How may
I help you?
RAM: Hi. I have a meeting with an investor at 1pm today. The thing is, I
was informed late that my client is Japanese. Do you perhaps have a
Japanese translator or a book that can help me?
A: May I have your name and room number ma’am?
RAM: My name is Rojhie Manabat from room 222.
A: Please wait a moment while I check with our HR department, ma’am.
(Guest is on hold.)

Scene II- House Keeping Department to HR Department

(Proceeds to Call the HR Department)
A: Hello HR Department. This is Ariel from housekeeping department.
One of our guests is requesting for a Japanese Translator for her
meeting.
HR: Hi, this is Ms. Lee from the HR department. What time does the
guess need the translator?
A: The guest said that she needs the translator at 1pm this afternoon.
HR: I’m sorry, but our Japanese Translator is scheduled as a tourist
guide outside the hotel with some of our guest during that time and will
only be available for the next day. May we offer the guest a book
instead to help her?
A: I will relay the message to our guest and get back to you. Thank you.

Scene III: Negotiating

(Speaks to the guest)
A: Hello ma’am, thanks for waiting. I’m sorry to inform you but our
hotel’s Japanese translator has prior schedules with another guest
during the said time. The HR Department wishes to offer you a
Japanese book to assist you instead? Will that be okay, ma’am?
RAM: It can’t be helped. I can’t reschedule my meeting. The book will
do.
A: Ma’am, you are Miss Rojhie Manabat from room 222 requesting a
Japanese book for 1pm. Did I say the order correctly ma’am?
RAM: Yes, that’s correct.
A: Do you need it delivered at exactly 1pm or would you like me to
deliver it ASAP Miss Manabat?
RAM: The sooner the better.
A: I will have it delivered soon ma’am. Thank you for calling, miss
Rojhie. Again, this is Ariel of El Cabalen House Keeping department.

Scene IV: House Keeping and HR Department 2.0

A: Hello, this is Ariel from house keeping again. I have relayed the
message to our guest and she is now requesting for the book.
HR: This is Mr. Lee- Mr. Ariel, please collect the book from our office
and sign in our log book.

Scene V: Delivering request

(A few minutes later)
A: (doorbells)
RAM: Who is it?
A: Good day ma’am, this is Ariel from housekeeping. I am here to
deliver the item you have requested.
RAM: (Opens the door) It was faster than I expected. You can hand it
over to me now.
A: Please sign our receiving form, Miss Manabat as per company policy.
RAM: (Signs the form)
A: I would also like to inform you that you can only hold the hotel’s item
for 24 hours.
RAM: Understood.
A: Then, I will collect it at the same time tomorrow, ma’am. Is there
anything else I can help you with?
RAM: Ah yes, I almost forgot. Can you also book me a reservation for 2
at your hotel’s café today for my meeting at 1pm?
A: Certainly ma’am. I would like to repeat your request, you have asked
me to book you a reservation for 2 at our café, Kape Cabalen today at
1pm under the name Miss Rojhie Manabat. Is that correct?
RAM: Yes, that is correct.
A: Do you have a preferred seat?
RAM: I want a seat away from the counter and door but near the
window.
A: Okay ma’am. I will call you right away once I have booked you a
reservation. Enjoy your day, Miss Manabat.

Scene VI: Request II; A Reservation

A: Hello this is Ariel from House Keeping. I’m calling to book a
reservation for a guest.
RAM: May I know the guest’s name, the time for reservation and for
how many persons?
A: A table for 2 under the name of Ms. Rojhie Manabat and company at
1pm today. Miss Manabat clearly requested a table away from the
counter and door but near the window. Can we make this happen?
RAM: No problem with that. Consider it done.
A: Thank you.
RAM: Welcome.

Scene VII: Informing the Guest

A: Hello Miss Manabat, this is Ariel from House keeping again. I would
like to inform you that your reservation at our café, Kape Cabalen has
been made according to your request.
RAM: I appreciate that, thanks for your help.
A: Anything to make your stay comfortable ma’am. Is there anything
else I can help you?
RAM: No, that’s all.
A: Enjoy your stay, Miss Manabat.

Random Guest Request

G- Guest
HK- Housekeeping
G: Hi mister. I’m kind of lost and forgot where the gym is, can you help
me?
HK: Good afternoon, ma’am, our gym is located at the 2nd floor of our
hotel at the end of the hall. May I assist you to the gym?
G: That would be lovely, thank you.
HK: (Housekeeping accompanies the guest to the gym) This way ma’am.
AT THE GYM

HK: We have arrived ma’am. Is there anything else I can help you with?
G: This is okay. I’ve gone here before. I just forgot which floor it was.
Thank you for the help.
HK: The pleasure is mine. Enjoy your stay, ma’am.

Malfunction
(Phone ringing)
HK: Hello, this is Ariel from Housekeeping. How may I help you?
G: The shower head isn’t working. Can you send someone to fix it?
HK: Okay ma’am, can I have your name and room number?
G: Ms. Manabat from room 234.
HK: Thank you, ma’am we will send someone right away.

HK to Maintenance Department
HK: Hello, good day. This is Ariel from the Housekeeping Department. A
guest from room 234, Miss Manabat demands shower head
replacement.
MD: Okay, noted. I will be on my way to settle her request.

HK to Guest
(Attendant to guest After Replacing the shower head)
Phone ringing…
G: Hello?
HK: Hi, this is Mr. Ariel from Housekeeping department, I just want to
follow up about your concern. Has the problem been resolved?
G: Yes, the maintenance already fixed the problem.
HK: Are you satisfied with the replacement, Miss Manabat?
G: Yes, it’s so much better now.
HK: Is there anything else I can help you with, Miss Manabat?
G: No, I’m all good now.
A: Okay, have a great day, Miss Manabat.