PROCESSING TELEPHONE RESERVATION

Reservation clerk: Thank you for calling QSU hotel. Good morning this is ________ How may I help
you?
Guest: Good morning too. I would like to make a room reservation
Reservation clerk: May I know who’s in the line please?
Guest: I am Miss/ Mister_______
Reservation clerk: Ok Miss/ Mister_______. May I know many guests are we expecting to arrive
Ma’am/Sir?
Guest: Only 1 person
Reservation clerk: May I know to whom this reservation made for Ma’am/ Sir?
Guest: For me
Reservation clerk: May I know the exact date of your stay Ma’am/Sir?
Guest: I will be arriving on _____ and I will stay until _______
Reservation clerk: Miss/Sir ______. Kindly wait for a moment, I will just check if we have an available
room on that date.
Guest: Ok
Reservation clerk: thank you for waiting Ma’am/Sir. I am glad to inform that we have an available room
for you. We have suite room which cost P12,500/ night and a single deluxe which cost 3,000/ night. We
have also single standard room which cost P2,500/night which do you prefer Ma’am/Sir.
Guest: I prefer the Executive suite room. May I ask on the facilities and amenities of this room?
Reservation clerk: ok ma’am. Our Executive suit room that is fully air-conditioned, with complete
amenities and facilities like jacuzzi bath, hot and cold shower, 54” flat screen cabled colored smart
television, mini bar with branded liquors and wines, WIFI zone, comfortable bed and a more spacious
room with superior quality that cost P12,500/night.
Guest: That would be great
Reservation Clerk: May I know your expected time of arrival Ma’am/ Sir?
Guest: I will arrive at 2 pm
Reservation clerk: Ok Ma’am/Sir. May I know your complete address and your company Ma’am/Sir?
Guest: # 32 Honeymoon Road, Baguio City and my company is Benguet Electric cooperative, Baguio
City
Reservation clerk: may I know your contact no. and your email address so that I can send there the
confirmation letter?
Guest: 0907-8999-890 and my email add is _____
Reservation clerk: by the way Ma’am/Sir, how will be the bill settled?
Guest: I will pay through credit card
Reservation clerk: May I know your credit card number and when is the expiration date Ma’am/ Sir?
Guest: LBP and its expiration date are on January 28, 2025
Reservation clerk: Ok Ma’am/ Sir. May I request to pay 50% of your total room charge amount to___
Guest: Ok
Reservation clerk: May I repeat the details of your reservation Ma’am/Sir you are_____(repeat all the
detail of reservation) Did I get it right Ma’am/Sir?
Guest: Yes, that’s correct
Reservation clerk: I will call you back for the confirmation of your reservation Ma’am/ Sir. Is there
anything else you would like to request Ma’am/Sir?
Guest: None that would be all
Reservation clerk: Thank you Ma’am/ Sir. It is my pleasure making business with you. Have a good day
a head Ma’am/ Sir.
RING RING RING!!!!
Reservation clerk: QSU Hotel. Good morning. This is _______. May I speak with Ms.____
Guest: yes, speaking
Reservation clerk: I would like to confirm your reservation Ma’am/ Sir. Your confirmation number
Ma’am is 01002. You will be arriving on______ and will be departing on ______. You will stay with us
for ___ nights. Please present your confirmation letter upon arrival so that we can facilitate you upon
check in. I have sent it on your email address. Please be advised that we have 6 o’clock policy. You have
to be here not later than 6pm on your expected date of arrival otherwise the hotel has the right to sell the
room to a waitlisted guest. Please do inform us also if there are changes or delay of travel so we can
adjust the detail of your reservation Ma’am.
Guest: Ok
Reservation clerk: is there anything else I can do for you Ma’am/ Sir?
Guest: none, thank you.
Reservation clerk: Thank you Ma’am/Sir for making reservation with us. We look forward to see you on
your arrival date. Have a nice day
 PROVIDER PORTER or BELL SERVICE
Porter: Good morning Ma’am/ Sir. Welcome to QSU Hotel. I am____ the assigned bell stall for today.
May I help you carry your luggage Ma’am/Sir?
Guest: Sure
Porter: Ma’am/ Sir you only have two luggage, could you please check Ma’am/Sir if your entire luggage
is complete before we proceed to the front desk.
Guest: ok
Porter: This way to the front desk Ma’am/Sir for your registration
Guest: ok
At the FD: conversation between guest and front desk
At the BS: Porter will stay at the Guest t the FD/ return to the bell station
At the FD: FD will call the attention of the BS, introduce the porter to the guest (if the porter
Came from the BS)
Porter: at your service Ma’am/Sir. This way to the elevator Ma’am/Sir. (let the guest comes in/out 1 st in
the elevator. How’s your trip Ma’am/ Sir.
Guest: fine
Porter: This way to your room Ma’am/Sir. May I barrow your key to open your room. Ma’am/Sir?
Guest: Okay, thank you
Porter: we are here in your room Ma’am/Sir. Please enter and have a seat Ma’am/Sir
Guest: Ok, thank you
Porter: Your room Ma’am/Sir has a beautiful ambiance overlooking the entire city with an entrance of
cool breeze at the veranda. It is fully air-conditioned room. This is your luggage rack Ma’am/Sir for your
luggage, this is your closet where you can place your clothes and other personal things and inside the
closet Ma’am/Sir is a safety deposit box where you can place your valuable items, inside your room
Ma’am/Sir is spacious bed, cabinet, cable-colored smart TV, a mini bar, it is also WIFI zone for internet
connection. We offered laundry service in our hotel. If you want to try and experience our delicious and
luxurious cuisines, all are available at the food outlet in our hotel like Tia Marias, Restaurant and bar
which offered Mexican and Asian cuisine, French restaurant open from 6 am-10 pm everyday which
offers full breakfast, lunch, dinner all the time. The provision of room service is also available from 7 am-
10 pm for orders on breakfast and snack. We offer exclusive for club member and if you want to join and
be a member Ma’am/Sir, you can approach the front desk for more information. It is everything
satisfactory Ma’am/Sir?
Guest: Yes, thank you for that information
Porter: By the way Ma’am/Sir here is our brochure for more information, if you need anything
Ma’am/Sir, don’t hesitate to call the front deck if you need any assistance thankyou and have a nice day.

PROCESSING GUEST’S REGISTRATION (Guest with reservation)

Front Desk Calls Housekeeping Department and F&B Department to inform them about the arriving
guest’s
Front desk clerk: Good morning Ma’am/Sir. Welcome to QSU Hotel. I am ______the front desk in-
charge, how may I help you?
(If repeat patron-welcome back Ms._____. We are glad to see you again)
Guest: Good morning too. I have a room here in your hotel
Front desk clerk: May I have your complete name Ma’am/Sir and your confirmation letter?
Guest: 1 am ______. Here is my confirmation letter
Front desk clerk: Thank you Miss______, we have confirmed reservation for you. For verification
Ma’am/ Sir, your name spelled as _______ (use the phonetic alphabet). Did I get it right Ma’am/Sir?
Guest: Yes, that’s right
Front desk clerk: you will be with us for ___nights and your departure will be on _______. May I
request you to further check the detail on your registration if it is correct Ma’am/Sir?
Guest: Ok
Front desk clerk: kindly sign in your name Ma’am/Sir
Guest: I already check the detail and its correct. Here is my registration form.
Front desk clerk: Your room Ma’am/Sir is an Executive suite that cost 12,500pernight. May I request
you to pay an amount equivalent to 50% of your total accommodation charge amounting to P 12,500.00
but if you want to pay in full, it is P 25,500.00 only. May I know how will you settle you bill Ma’am/Sir?
Guest: I will pay in cash. I’ll pay 50% for the meantime. I’ll pay in full upon check out?
Front desk clerk: I received P 12,500.00 Ma’am/Sir. Here is your receipt (and your change). Here is
your hotel ID and your key Ms./Mr._____. May I just remind you that you have to leave your key here at
the front desk whenever you leave the hotel and when you claim your key, please present your ID. If you
lose your key, please call us immediately that is for your safety.
Guest: Ok, thank you for a complete information you gave me, I appreciate it so much
Front desk clerk: Ms.______, your room is on the 3rdfloor, room no. 301. Our bell boy _____will
accompany you in your room. Please do not hesitate to call the front desk should you need any assistance.
Have a nice day ahead Ms.______, we hope you will enjoy your stay with us.
Guest: Thank you

PROVIDE CLUB RECEPTION SERVICES

Club concierge: Good morning Ma’am/Sir. Welcome to QSU hotel. I’m ______, the club concierge for
today, how may I help you?
Guest: Good morning too. I wish to apply for club membership. What am I going to do for me to become
a member?
Club concierge: have a seat Ma’am/Sir. The QSU club center offers variety of experience that suits to
your needs. Here’s our brochure Ma’am/Sir. We have the rules and regulations in our facilities and
services here at the club Ma’am/Sir that you should know to cooperate for the enforcement and to avoid
from violation and misconducts. If found such, are subject for resignation, suspension and termination of
privileges:

 The hour of operation at the club are established and published from time to time considering the
season of the year and other circumstances
 Firearms and all other deadly weapons are not permitted on the club facilities at any time.
 Minors and children are not allowed in any of the restricted areas
 All local laws concerning alcoholic beverages are strictly enforced and the clubhouse is a non-
smoking area.
 Membership cards are not-transferable and should not be used by any person other than the
person to whom it is named and issued.
Guest: what are the benefits of club membership?
Club concierge: Ok Ma’am/ Sir. We have the following membership benefits like:

 Priority for accommodations- that the club members are given priority for room reservation
 Discount on accommodation-that members will receive discounts on room rates
 Restaurant and bar discounts-that member are offered 10% discount on food and beverage
charges
 Members salon- members staying at the hotel have the benefit of complimentary breakfast and
evening beverages at the member’s salon
 Express check in- check in process is simplified upon the presentation if the membership card and
signature
 Late check in- members may have complimentary late checkout until 3pm on the day of departure
Guest: what are the different club services and facilities in the club?
Club concierge: The different club services and facilities here at the club center are:

 Room and accommodations

 Dining and entertainments
 Meeting and banquet facilities
 Sport and recreations
Do you have any questions Ma’am/Sir?
Guest: Yes, I have a question about the type of membership?
Club concierge: Ok Ma’am/Sir that is a splendid question. We have four option such as:
  Individual Membership which owned and issued in the name of an individual and it cost P
30,000.00
 Corporate Membership which is owned by and issued in the name of corporation and it cost P
70,000.00
 Associate Membership is open to members son and daughter who had reached the age of 25 or
married that cost P 40,000.00
 Lifetime Membership cost P 50,000.00 this is for members that has a good track record at least 25
consecutive years.
Guest: Do you have the choice in paying?
Club concierge: I’m sorry to tell you Ma’am/ Sir but we only require members to pay through cash.
Guest: Ok, how about the term of payment?
Club concierge: Yes, Ma’am/Sir, what do you prefer in paying is it monthly, quarterly, biannual or
annually?
Guest: ok will choose the individual membership, and I will pay monthly through cash
Club concierge: Ok Ma’am/Sir. Are you ready to fill out this membership form?
Guest: Yeah sure. May I fill out now?
Club concierge: Here’s the application form Ma’am/Sir. All blanks must be filled out because all the
information you write are relevant
Guest: Ok. Here’s my form and payment
Club concierge: thank you for giving me the exact amount Ma’am/Sir please wait for a moment while we
process your temporary card. Here’s your receipt Ma’am/Sir and please wait for a moment for processing
your temporary card. Welcome Ma’am/Sir as a new member of QSU club center. Are you ready
Ma’am/Sir for a tour in our facilities so that you will be properly informed and familiarized in the
different facilities?
Guest: Ok, I like that. I’m getting excited
Club concierge: This way Ma’am/Sir. We offered recreation facilities like swimming pool, gymnasium,
tennis, basketball, bicycle rental, mahjong, and board games. We have food and beverage outlets
available like Lakeview restaurant, Bamboo steak house, Sunshine café, Local food court, Western fast
food court and snack bar. A Chinese, Japanese, French and Filipino restaurants are also available.
Guest: Wow. Do you have dress codes in the food and beverage outlet?
Club concierge: Yes, Ma’am/Sir. Dress code is strictly observed that wearing such should be appropriate
on the theme of the different food and beverage outlets
Club concierge: Did you enjoy the scenic beauty of our facilities Ma’am/Sir?
Guest: Yes, I like it
Club concierge: I hope you will enjoy the different facilities and services here Ma’am/Sir. Is everything
ok Ma’am/Sir? If you need anything, don’t hesitate to call us at the club concierge section should you
need assistance.
Guest: Ok, thanks
Club concierge: May I leave you now Ma’am/Sir for you to enjoy and relax?
Guest: Yes, thank you for your kindness
Club concierge: It’s my pleasure to serve you Ma’am/Sir. Enjoy your stay Ma’am/Sir. Have a great day

ATTENDING GUEST CHECK OUT

(NOTE: check out is until 12 nn)

Front desk clerk: (Calls the guests/ vice versa). Good morning Ms.____, may I remind you that today is your
schedule check out

Guest: Yes

Front desk clerk: May I know how many luggage do you have Ma’am/Sir so we will know if we will send you a
bell staff to assist you with your luggage.

Guest: I have one big luggage. Thank you

Front desk clerk: Your welcome Ma’am/Sir

At the FD: Call to BS

FD: Good morning Bell service station, please assist our guest _____in his/her room no108 for check out

Porter: Right away Ma’am (go to the guestroom)

At the GS
Porter: (knock 3x) Bell service
Guest: (open the door porter get inside)
Porter: Good morning Ma’am/Sir. I am _____ the bell assigned for today. Are you ready for your
checkout Ma’am/Sir?
Guest: Yes
Porter: May I request you to double check all your things in the closet, drawer and bathroom for you to
make sure nothing is left behind Ma’am/Sir as well as your luggage if they are all complete before we go
to the front desk
Guest: Yes, I already check it
Porter: May I assist you to carry your luggage Ma’am/ Sir. This way to the elevator Ma’am/Sir
Guest: ok
Porter: (let the guest get inside and our first). How your stay Ma’am/sir? I hope you have a nice stay with
us.
Guest: yes of course
Porter: this way to the front desk Ma’am/Sir for bill settlement
 AT THE FRONT DESK
Front desk clerk: Good morning Ma’am/Sir. How may I help you?
Guest: I’m ready for checkout
Front desk clerk: May I know your name and room no. Ma’am/Sir?
Guest: I am_____ from room no.108
Front desk clerk: May I have the key and hotel ID Ma’am/Sir?
Guest: Sure, here
Front desk clerk: Thank you Ma’am/Sir. How your stay Ma’am/Sir?
Guest: It was good and relaxing
Front desk clerk: Thank you for enjoying our service Ma’am/Sir. Just a moment Ma’am/Sir, I’ll just call
the other department for the last post bills
Guest: Ok
Front desk clerk: Good morning Housekeeping Department/ F&B Department. May I verify if
there is availed service for Ms./Mr. ______ of room no. 108 that were not posted on his/her
account?
Housekeeping/F&B: None
Front desk clerk: Ok, thank you
Front desk clerk: Ma’am/Sir this is your folio. Kindly check the posted bills and sign under your name
for acknowledgement
Guest: Ok, here
Front desk clerk: Ma’am/Sir your balance is P 3,000. Please wait for a while for your billing statement
and receipt
Guest: Ok
Front desk clerk: Ma’am/Sir here is your receipt. This is also your clearance receipt slip Ma’am/Sir
Guest: Thank you
Front desk clerk: Do you have any plan of making an advance reservation on our hotel Ma’am/Sir
Guest: Yes, but I will call you the soonest I can. Thank you
Front desk clerk: Thank you Ma’am/Sir. We look forward for your next visit. Have a safe journey
 PROCESSING GUEST’S REGISTRATION (walk-in)
Front desk clerk: Good morning Ma’am/Sir. Welcome to QSU hotel. I am ________, the front desk in-
charge for today. How may I help you?
Guest: I would like to avail a rom for1 person
Front desk clerk: May I know your name Ma’am/Sir?
Guest: I am _______
Front desk clerk: May I know your departure date Ma’am/Sir?
Guest: My departure will be on _________
Front desk clerk: Ms. ________, please wait for a moment, I will check of we have an available room
on that date
Guest: Ok
Front desk clerk: Ms. _______, we have available room for you. We have single deluxe room which
cost 3,000 PHP/night, we have also single standard room cost 1,500 PHP/night. But if you which to be
more comfortable while you’re staying with us, may I best recommend single deluxe because it is more
spacious and conclusive. It has double bed, flat screen TV, hot and cold shower 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 choose the single deluxe
Front desk clerk: Oh, that would be a great choice Ma’am/Sir. You will be staying us for _____ night
and your departure will be on ______. May I request you to further check the detail on your registration if
its correct Ma’am/Sir
Guest: Ok
Front desk clerk: kindly sign your name Ma’am/Sir
Guest: here
Front desk clerk: May I request you to pay an amount equivalent to 50% of your hotel accommodation
charge amounting P 3,000.00 but if you want to pay in full, it is P 6,000.00. May I know how will you
settle your bill Ma’am/Sir?
Guest: I will pay in cash. I’ll pay 50% for the meantime. I’ll pay in full upon check out
Front desk clerk: I received P 3,000.00 Ma’am/Sir. Here is your receipt. Here is your hotel ID and your
key Ms./Mr. _______. May I remind you that you have to leave your key here at the front desk whenever
you leave the hotel and when you claim your key, please present your hotel ID. If you lose your key,
please call us immediately that is for your safety
Front desk clerk: Ms./Mr. ________, your room is on the 3rd floor, room no. 301. Our bell boy____ will
accompany you in your room. Please do not hesitate to call the front desk should you need my assistance
have a nice day ahead Ms./Mr. _______ we hope you will enjoy your stay with us
Guest: Thank you