RESERVATION WALK IN SCENARIO: (page 1)
FOS STAFF: Good morning welcome to World Peace Hotel. My name is
(STATE YOUR NAME). How may I assist you?
GUEST: Good morning I would like to make a reservation.
FOS STAFF: May I know your name, the expected date and time of
your arrival and departure?
GUEST: (STATE YOUR NAME AS GUEST) my expected arrival
is on March 05, 2023 and departure is on March 9, 2023.
FOS STAFF: (Repeat the guest name and details of arrival and
departure). Is that correct ma’am? May I know what type of room do you
prefer?
GUEST: I prefer Deluxe Twin Room.
FOS STAFF: Please wait for a second and I will check if we have
available rooms for those dates.
FOS STAFF: I am happy to inform you that we have available Deluxe
Twin Room. The Deluxe Twin Room has a twin-size bed of 54” by 80”.
The room has a distinctive style, complemented by superb amenities and
superb service for your utmost comfort. It has a view of the Manila
Bay’s sunset to make your trip an unforgettable one. Would you like a
nonsmoking room? The cost is P6,072.87 per night. Would you like to
take it?
GUEST: Wow that would be great. Yes, I will take it. Non-smoking
FOS STAFF: Thank you. To complete your reservations, I would like to
ask some personal details. Can I have your complete name? And your
birthday?
GUEST: My name is and my birthday
is June 01, 1975.
FOS STAFF: May I have your company name and your position
in the company as well?
RESERVATION WALK IN SCENARIO: (page 2)
GUEST: Company Name is DIAMOND COMPANY and I am the general
manager.
FOS STAFF: May I have the Company Address?
GUEST: The address is 123 Juan Luna Intramuros. Manila
FOS STAFF: Thank you for the information. Your reservation date is on
March 05, 2023 and the departure date is March 09, 2023 check in time
is 2:00pm and check out time is 12noon. Room type is Deluxe twin room
nonsmoking and reservation is confidential.
Your name is and your birthday is
June 01, 1975 you are the general manager of Diamond Company
located at 123 Juan Luna Intramuros Manila. Is that correct?
GUEST: Yes, it’s all correct.
FOS STAFF: Would you like some extra pillow or blanket?
GUEST: No thank you.
FOS STAFF: To make your reservation guaranteed, you need to deposit
at least 50% of your total bill as per the hotel policy. Your total bill is
P24,291.48. You need to deposit at least P12,145.74. How would you like
to settle your bill cash or credit card?
GUEST: Cash please. Here is my payment.
FOS STAFF: I received P24,291.48 and here is your receipt ma’am.
Your reservation comes with a complimentary continental breakfast from
6:00am to 10:am at the fb lounge, complimentary unlimited Wi-Fi and a
daily local and international newspapers. And your confirmation number
is 6789. Will send the confirmation letter to your email address.
Ma’am I would like to inform you about our 2 o’clock policy, you need to
check in not later than 2 o’clock or else we have the right to give your
room to the other wait listed guests.
See you on March 5 thank you for choosing World Peace Hotel.
WORLD PEACE HOTEL - RESERVATION FORM WORLD PEACE HOTEL - RESERVATION FORM
Date of Reservation: Date of Reservation:
Name of Guest: Name of Guest:
Arrival Date: Time: Arrival Date: Time:
2:00pm 2:00pm
Departure Date: Time: 12:00noon Departure Date: Time: 12:00noon
Personal Details: Personal Details:
Name of Guest: Name of Guest:
Birthday: Birthday:
Company Name: Company Name:
Position: Position:
Company address: Company address:
Reservation Details: Reservation Details:
Arrival Date: Arrival Date:
Departure Date: Departure Date:
Check in time: 2:00 pm Check in time: 2:00 pm
Check out time: 12:00 noon Check out time: 12:00 noon
Room Type: Room Type:
➢ Deluxe Twin Nonsmoking -P 6,072.87 / ➢ Deluxe Twin Nonsmoking -P 6,072.87 / NIGHT
NIGHT ➢ Deluxe Twin Smoking -P6,072.87/NIGHT
➢ Deluxe Twin Smoking -P6,072.87/NIGHT ➢ Deluxe King Nonsmoking – P6,477.73/NIGHT
➢ Deluxe King Nonsmoking – ➢ Deluxe King Smoking –
P6,477.73/NIGHT P6,477.73/NIGHT Number of Nights:
➢ Deluxe King Smoking – Special Request:
P6,477.73/NIGHT Number of Nights: Mode of Payment:
Special Request: CASH P
Mode of Payment: CREDIT CARD NUMBER: Expiration
CASH P Date: Confirmation Number:
CREDIT CARD NUMBER: Expiration
Date: Confirmation Number:

Front Office Staff Name and Signature: Front Office Staff Name and Signature:
Guest Name and Signature: Guest Name and Signature:
CHECK IN SCENARIO:
FOS STAFF: Good morning, Welcome to World Peace Hotel. My name is
. How may I assist you?
GUEST: I have a reservation under the name
and my confirmation number is 6789.
FOS STAFF: Thank you for that information. May I have your valid ID for
confirmation. Thank you. You are You reserved for 4
nights a Deluxe Twin Room and made a deposit of P12, 145.74. You will
stay until March 9, 2023 is that right?
GUEST: Yes
FOS STAFF: Please check the details and sign the registration form. Your
room number is 301 located at the 3rd floor and here is your key card. Our
porter will assist you with your luggage. Enjoy your stay.
GUEST: thank you.
CHECK OUT SCENARIO:
FOS STAFF: Good morning. I am (state your name), How may I assist you?
GUEST: I would like to check out
FOS STAFF: May I have your name and your key card?
GUEST: My name is and my room number is 301
and here is my key card.
FOS STAFF: Please wait for a minute while I checking with the housekeeping
department for additional charges. (Calling housekeeping department:
Housekeeping department room 301 is for check out is there any additional
charges. Thank you.
FOS STAFF: Sorry for waiting. Remaining bill is the 50% room charge which is
P12,145.74 how would you like to settle your bill cash or credit card.
GUEST: Cash. Here is my payment
FOS STAFF: Please check the bill and sign here. A service car is waiting for you
outside to bring you to the airport. Here is your receipt thank you choosing
World Peace Hotel. Hope to see you again.
WORLD PEACE HOTEL – REGISTRATION WORLD PEACE HOTEL – GUEST FOLIO (CHECK OUT)
FORM (CHECK IN)
Date of Registration: ROOM NUMBER:
Name of Guest: Name of Guest:
Arrival Date: Time: Company Name:
2:00pm ARRIVAL DATE:
Departure Date: Time: 12:00noon DEPARTURE DATE:

Company Name: DAT REFERENCE DESCRIPTIO CHARGES

Position: E NO. N
Company address:
10123456 Room P
Charges
Reservation Details:
Arrival Date:
Departure Date:
Check in time: 2:00 pm
Check out time: 12:00 noon
Room Type: Room Rate:
Number of Nights:
Special Request:
Mode of Payment:
CASH P TOTAL P
CREDIT CARD NUMBER: Expiration Date:
Confirmation Number:

Front Office Staff Name and Signature:

Guest Name and Signature: Guest Name and Signature:
PORTER SERVICE SCENARIO: is posted at the door of the vault please change the password if you are
PORTER: Good morning, Welcome to World Peace Hotel. My name is going to use it.
. I will assist you with your luggage. You have a bathroom with hot and cold shower. Switch the handle to the
right to get the hot water and to the left for cold water. The minibar is
GUEST: Thank you. Here is my luggage.
stocked with small bottles of alcoholic beverages, juice, bottled water, and
FOS STAFF: I received 1 black luggage with no damaged. Is there soft drink and chocolates the price list is posted at the left side of the mini
any fragile item inside? bar. Any item consumed will be added to your room charges. If you need
help just dial 00 for front desk, 01 for housekeeping, 02 for laundry and
GUEST: Yes, my laptop. 03 for food and beverage. Is there anything else that you would like to
FOS STAFF: I will handle it with care. This is the way to the elevator. know?
After you ma’am. (Guest should get in first/ Inside the elevator, operate
the switch board and talk to the guest) Is this your first time in World GUEST: No, everything is fine, thank you.
Peace Hotel?
FOS STAFF: Thank you and enjoy your stay.
GUEST: Yes

FOS STAFF: I am pleased to inform you that World Peace Hotel has 500
guest rooms reflects a distinctive style, complemented by superb
amenities and services. We have the swimming pools and outdoor
whirlpool at garden with refreshing beverages and snacks also available
at the Poolside bar. Health club and spa offers the perfect recreation and
relaxation facilities for guest. The gym features equipment for
cardiovascular and strength exercises at the second floor. For therapy
and skin cleansing, the sauna and steam room and jacuzzi at the fourth
floor as a soothing finish to a strenuous day. We are here at your room.
Allow me to show you how to use your key card. Just tap this at the door
knob if the lights turn green it means the door is open, (open the door and
let the guest get inside first), after you, just insert the key card here to
automatically open the light and aircon of the room. Where do you want
me to place your luggage? Here is your twin bed 54” by 80”. You have a
75inch cable ready television. The room is Wi-Fi ready and the password
is in the stationery near the telephone. You have a safety deposit box
with 0000 as code the instruction on how to change the code
CLUB MEMBERSHIP SERVICE SCENARIO:
FOS STAFF: Good morning, Welcome to World Peace Hotel. My name is
. I am the Marketing manager of
this hotel. While waiting for your room. I would like to present to you our
World Peace Club membership. Do you like some coffee tea or juice?
GUEST: Coffee will do. Thank you.
FOS STAFF: Here is your coffee please have a sit. World Peace Hotel
recently launched its Club Access Card, a privilege card loaded with
fringe benefits and exciting freebies which is now available for the price
of P16,999.00. This membership

GUEST: Sound exciting

FOS STAFF: Yes. The Club Access card is non-transferable, although
tagging along another person is always welcome so you fully enjoy the fun of
staying at any World Peace Hotel. Five nights worth of Free stays in our
hotel. Unlimited 20% discounts in all room types for an entire year. Room
discounts even during holidays and special occasions. Exclusive welcome
amenities and exclusive VIP priority lane for members. Unlimited discounts
up to 30% on spa, gym and restobar. Packed with hotel vouchers and
certificates for an exciting hotel experience. Other benefits include: 10% off
on Spa Treatment. 20% off on Gym. 20% off on Day Pass use of swimming
pool for up to 4 persons.
GUEST: What are the requirements upon signup?

FOS STAFF: The requirements are as follows: complete name, mailing

address, contact number, email address, birthday. From the date of signup,
members will receive their permanent cards with their names embossed
within 15 working days. We will email you the application form please read
and I hope you will avail our club membership. Thank you for your time.