04 task performance G:that’s great,im just here for bussiness
meeting,anyway what are the inclusion that cost?
Stages of arrival
Legend:
Fd-front desk
G-guest
Dp/bf-door person or bell staff
Fdc-front desk cashier
Fd:hello mam/sir! Good afternoon welcome to
hotel del luna,how may i help you?
G:good morning!i do have a reservation under
the name of ms.cheng.
Fd:can you please spell that to me mam?
G:that’s c-h-e-n-g
Fd:okay mam there is a reservation under
ms.cheng,it’s a family room,non smoking and a
view of ocean for 3 nights.is that correct mam?
G:yes,that’s correct!
Fd:great!can i have your valid id(identification
card)
G:here you go
Fd:thank you mam!we already have your credit
card information in the file while you are
reserving the room.kindly sign the reciept at the
bottom,please.
G:wow! Its 3,456 pesos per night
Fd:yes sir!you are in the 5 star hotel with
luxurious amenities and accommodating
excellent service and we will make sure that you
will love it.
Fd:a full eauropean plan,free shuttle to
airport,and use of hotel at its finest.
G:okay so whats not included for that cost?
Fd:our hotel has a bar where you can find located
at the top floor of this building,and if you will avail
any of the drinks it will be added to your account
and also the room service cleaning is also a
additional payment for your account.
G:so whats room i will be staying?
Fd:that would be room 124.here is your card
sir,the bell boy will assist you and help your
baggage as well.your room is at the left corner of
this building,just take the elevator at the left side
then press that 120th floor .
G:great!thank you so much
Fd:if you have question or complain that needs
immediately response,please dial 1 and we will
respond on it.by the way we have here a free wifi
connection for 24 hours here at the lobby.
G:may i ask what time is the check out?
Fd:by 12 noon,we will prompt you 15 minutes
before the actual time checkout
G:okay thank you so much
Fd:welcome mam the pleasure is ours,have a
safe and happy stay here at our hotel.
Check out procedure
(the guest is approaching the front desk)
Fd: good noon mam! how may i help you?
G:i will be checking out
Fd: I am much glad to assist you! how was your
stay here at our hotel mam?
G:it is great and i am so happy for the services
and amenities however,i need to go to the airport
immediately because i have a flight that leave 2
hours,can you please tell me what is the quickest
way to go there?
Fd:we do have a free shuttle service mam
G:good that’s nice,will it be able to take me to the
airport on time?
Fd:yes mam!the next shuttle will leave 20
minutes,and its take approximately 35 minutes to
get to the airport.
G:amazing!i will just wait for the loung
area,please let me know when it will leaving.
Fd:of course sir!by the way would you able to
settle the payment for the mini bar and room
service?
G:oh yes,i almost forgot,how much is it?
Fd:wait mam,that will be cost 2,345 pesos,how
would you pay that by card or cash?
G:ill pay by credit card,here is my visa
card,please give me a reciept also so that i can
reimburse it to the company.
Fd:okay mam kindly proceed to the front desk
cashier for the payment and reciept
G:okay thank you!
Guest approach the front desk cashier
Fdc:good noon mam how may i help you?
G:i settle the payment for the mini bar and room
service cost 2,345 pesos.
Fdc:okay mam is that cash or card?
G:its card here is my card.
Fdc:thank you mam please input your number
G:there you go
Fdc:okay mam your payment is settled and here
is your official reciept and also your card mam
G:thank you
Fdc:thank you so much mam please procced to
the front desk agent for final breifieng
G:okay thanks
Fd:thank you mam by the way you can leave
your bag to our bell staff so that they can help
you to load it to the shuttle
G:that would be great!
Fd:would you sign to the hotel guest book while
waiting?
G:sure!i do really like the experience here at your
hotel and i will recommend this to my friends
also.
Fd:thank you mam for having a good and
satisfied experience at our hotel de luna.have a
safe flight mam!
Checkout
Day!
Checking out
Guest (1)s approaching the front desk.
Front desk clerk:
Good morning, ma’am/sir. How may i help you?
Guest (1):
We will be checking out already.
Front desk clerk:
I am glad to assist you. How was your stay with
us, sir? Did you enjoy it?
Guest (1):
Yes, very much. However, we need to get to the Guest (1):
airport now. We have a flight that leavesin about
I’ll pay with my credit card-visa, but i’ll need a
two (2) hours, so what is the quickest way to get
receipt so i can charge it to my company.
there?
Cashier:
Fd:
Sure, mr. Rodriguez. Please wait for a
We do have a free airport shuttle service, sir.
moment. Here sir, please do sign the
Guest (2): receipt andyou’re good to go.
That sounds great, but will it get us to the airport Guest (1):
on time?
thank you!
Front desk clerk:
Front desk clerk:
Yes, it will. The next shuttle leaves in 15 minutes,
if you like, you can leave your bags to our bell
and it takes only approximately30 minutes to get
staff, and they can load those ontothe shuttle for
to the airport.
you when it arrives.
Guest (2):
Guest (2):
Amazing! We’ll just wait in the lounge area,
That would be great. Thank you!
okay? Will you please let us know when it will be
leaving? Front desk clerk:
Front desk clerk: Would you like to sign the hotel guest (1)book,
too, while you wait?
Of course, sir. Oh, before you go, would you be
able to settle the mini-bar bill? Guest (2):
Guest (1): Sure, we really had a good stay here, and we’ll
tell our friends also to check-in here whenthey
Oh, yes, certainly.
visit the area.
Front desk clerk:
Front desk clerk:
please do settle the bills at our cashier, right
That’s good to hear. Thank you again for
here. Thank you!
staying at luna hotel. We hope to see you!
Goes to cashier: Again soon. Thank you!
Guest (1):
good day, i would like to settle the bills, under
mr. Guest (1). How much will that be?
Cashier:
Let’s see. The bill is ₱ 1,029.00. How would you
like to pay for that?