TAKING RESERVATION

Reservationist: Kusina Cagayana Restaurant, Good morning. This is (your name) speaking, How may I help
you?
Guest: May I Reserve a table for one, tomorrow night at exactly 8pm?
Reservationist: May I know who’s on the line please?
Guest: (guest’s name) example: Mr. Martin
Reservationist: May I know your contact number and address sir?
Guest: 09267891011, Carig, Tuguegarao City.
Reservationist: Ok sir. We have an available table for you. We have smoking or non-smoking sir. May I know
your table preference sir?
Guest: Non-smoking.
Reservationist: For Non-smoking area, we have near the window and at the center of the restaurant?
Which do you prefer sir?
Guest: at the center of the restaurant.
Reservationist: Noted sir. Your table is table number 4.
Guest: Alright. Thank you.
Reservationist: Do you have any special request with your reservation sir?
Guest: None.
Reservationist: Ok sir. May I repeat the details of your table reservation sir.? You reserve a table for one for
tomorrow night at exactly 8pm and you will be seated at the center of the restaurant. Your contact
number is 09267891011 with the address of Carig, Tuguegarao City, is that right sir?
Guest: Yes. Thank you.
Reservationist: Thank you for making a reservation with us sir. We will see you on your arrival. Have a nice
day!

WAITERING BASIC PHRASEOLOGIES

Waiter: Good evening ma’am/ sir welcome to CPTC Restaurant. May I know if you have any reservation
ma’am/sir?
Guest: yes I have!
Waiter: May I know who made the reservation sir/ma’am?
Guest: (name of who reserved)
Waiter: please wait in our lobby, I’ll just check if you have any reservation.
Guest: ok.
Waiter: ok ma’am /sir. It is confirmed that you have a reservation. We have prepared a nice table for you
ma’am / sir, this way please follow me.
Guest: ok.
Waiter: please take your seat (assist guest to sit moving her chair for her/him).
Guest: yes.
Waiter: Excuse me ma’am/ sir.
Guest: ok.
Waiter: Excuse me sir/ma’am here is your refreshing ice cold water. (pour first, then,) By the way I’m _name_
your food server for today and it’s my pleasure to serve you.
Guest: thank you. Nice meeting you.
Water: Excuse me ma’am.
 (get the breadbasket and serve bread at the left side of the guest).
Waiter: Excuse me sir/ma’am here is your freshly baked bread with butter.
Guest: ok. Thank you.
 (get the menu book and present it at the right side of the guest).
Waiter: Excuse me ma’am /sir, may I present to you our menu book for your food selection.
Guest: Thank you.
Waiter: Please call me ma’am/ sir whenever you are ready to give me your order, excuse me.
Guest: Ok.

Waiter: yes ma’am/sir, are you ready to give me your order?

Guest: yes. I don’t know which one will I choose here. Can you suggest the best light appetizer for me?
Waiter: yes sir/ma’am, our chef prepared delicious and healthy appetizer for today, the Vegetable tempura and
crispy baby shrimps with vinegar dip. Which do you prefer ma’am/sir?
Guest: Give me the Crispy Baby shrimps.
Waiter: how would you like to try our Chardonnay White wine to complement with your appetizer ma’am/sir?
Will I give you one glass sir/ma’am?
1

Guest: Ok. I’ll try that. Give me one glass.

Waiter: Ok ma’am/sir. How about a hot soup to tickle your tummy? We have here Corn with chicken soup and
Mushroom soup. Which do you prefer ma’am/ sir?
 Guest: I prefer the Mushroom soup.
Waiter; Ok ma’am/sir. May I recommend to you our healthy salads ma’am/sir which is the Kani Salad and
maybe you would want to try our best selling Caesars Salad. May I know which do you prefer ma’am/
sir?
Guest: Caesar Salad
Waiter: ok sir/ma’am. For your main course ma’am/sir, we have vegetable, chicken, fish, pork and beef. :
May I know your preference ma’am/ sir?
Guest; what dishes are available for beef?
Waiter: for beef dishes sir/ ma’am, we have here our bestselling Beef Steak. We also have kare-kare and beef
bulgogi sir/ ma’am. Which do you prefer?
Guest. I want to try your Steak.. Give me one order.
Waiter: ok ma’am. How would you like the steak to be done sir/ma’am, rare, medium rare, or well-done?
Guest: well-done.
Waiter: Would you like to try our best selling Cabernet Sauvignon Red Wine for your Steak sir/ma’am. It goes
well with your meal sir/ma’am. Will I give you one glass sir/ma’am?
Guest: ok. Give me one glass only.
Waiter: Ok sir/ma’am. How about for your dessert sir/ma’am. We have ice creams, cakes with varieties of
flavor, we also have fresh fruits. Which do you prefer?
Guest: what cakes are the available?
Waiter: ma’am we have black forest cake, mocha cake, chocolate cake and ube cake ma’am/ sir.
Guest: give me black forest cake.
Waiter: how about your beverage sir/ma’am? We have juice, tea. Ice tea and soda sir/ma’am. Which do you
prefer?
Guest: Give me pineapple juice please.
Waiter: ok ma’am/sir. Would that be all?
Guest. Yes.
Waiter; May I repeat your order ma’am/ sir for clarification and correction?
: you have ordered for your appetizer, Crispy baby shrimp complemented with a glass of Chardonnay
White wine, for your soup, cream of Mushroom soup, for salad, the Caesar Salad, for your main course
you have ordered Beef Steak with a glass of Cabernet Sauvignon Red Wine, and for your dessert you
ordered Black forest cake. Your Refreshing Drink is Pineapple juice. Did I get your order correct
ma’am/sir?
Guest: yes.
Waiter: ok ma’am/sir. Your food will be prepared within 20-25 minutes. Will that be alright with you sir/ma’am?
Guest: yes.
Waiter: Please sign the order slip for the confirmation of your orders.
Waiter: may I have now the menu book ma’am/sir. I will be back for your orders ma’am/sir.
 ( Adjust the table appointments of your guest according to his/her order, then,)
 (Lay the table napkin on the lap of the guest at the right side of the guest using your right hand to get
the napkin. Do not touch it if already laid. Let the guest arrange it for herself/himself if crumpled)
Waiter: Excuse me ma’am, may I lay your additional table appointments ma’am/sir? Excuse me.
Waiter: Excuse me ma’am/sir, may I lay your table napkin on your lap?
 (Then soon after, Present and serve the Aperitif drink. Make sure that the Label of the wine is facing the
guest)
 (if serve it in a group, present it to the Host of the party)
Waiter: Excuse me sir, may I present to you your Chardonnay White Wine from California with the vintage year
of 1950 and the alcohol volume of 15 %. May I open the wine for you Ma’am? May I pour the wine for
you sir/ma’am?
Guest: Yes.
 (then serve appetizer)
Waiter: Excuse me sir/ma’am, here is your light appetizer, Crispy baby shrimp. Enjoy your appetizer sir/ma’am.
Excuse me.
Guest: Thank you.
 (do the same with soup, salad,)
 (serve wine and beverage first before the meal)(wine before main course or sparkling or juice before
dessert)
 (then prepare the bill or guest check of the guest)
Waiter: Excuse me ma’am/sir, are done with your dessert? Would you like me to present your bill?
Guest: Yes please.
Waiter: Excuse me ma’am/sir, I’ll be back for your bill and receipt.
Waiter: excuse me ma’am/sir, here is your bill. (Then present the bill to the guest with the bill folder)
Guest: Ok. Here is the exact amount.
Waiter: Thank you for giving exact amount ma’am/sir. – (if no change)
: Thank you sir, I will be back for your change. – (If there is change)
2

 (ask the guest satisfaction after arranging the bill)

Waiter: how did you find the food and the service sir/ma’am?
Guest: the food is Delicious and your service is excellent!
 Waiter: Thank you sir/ ma’am for your complement. - (if the comment is good)
Guest: your service is lousy and the food is overcooked!-(if the comment is BAD.)
Waiter: thank you for bringing that to my attention sir/ma’am, I will do better next time sir/ma’am.
Guest: ok.
Waiter: thank you for dining with us sir/ ma’am, we hope for your next visit. Would you like me to assist you to
the main door ma’am/sir? Have a nice day.

ROOM SERVICE
In getting orders through telephone you must be able to get all the information needed accurately.
These are the name of the guest, room number, time of delivery, food orders and its respective ways of
preparation and the process of settling the bill.
It is advised to follow the standard operating procedure which is the repetition of order to make sure that
all complaints will be avoided.
Here is a sample of a Telephone Conversation:
Kring… Kring… Kring
Room Service Personnel: Room Service Department, Good Morning! This is (nickname) speaking, how
may I help you.
Guest: Can I make an order for my breakfast?
Room Service Personnel: Yes Sir May I know your name please?
Guest: I’m Mr. Tan of room 143.
Room Service Personnel: Yes Sir, for breakfast we have Continental, American and Filipino breakfast?
Which do you prefer?
Guest: I want Filipino breakfast.
Room Service Personnel: Yes sir, for how many servings?
Guest: Good for one.
Room Service Personnel: For Filipino breakfast, we have…..tocino. Longganisa, .etc.
Guest: I want tocino.
Room Service Personnel: Sir how do you like the rice to be cook? Is it java rice, fried rice, garlic rice or
plane rice?
Guest: Plane rice
Room Service Personnel: How do you like the egg to be done? (Scrambled, pouch sunny side up., etc.)
Guest: I want scrambled egg.
Room Service Personnel: For dessert sir, we have ripe mango, banana... (etc.)
GUEST: ripe mango.
Room Service Personnel: for drinks sir, we have HOT or COLD? Which do you prefer?
Guest: I want Hot.
Room Service Personnel: For hot we have coffee (brewed, latte’, cappuccino)
Guest: brewed coffee.
Room Service Personnel: Is that all sir?
Guest: yes.
Room Service Personnel: What time shall I deliver your food?
Guest: 7:00 AM
Room Service Personnel: May I repeat your orders sir? (Repeat the orders)...Did I get it right sir?
Guest: yes!
Room Service Personnel; by the way Sir, your bill is P500.How will you settle your bill? Cash or room
charge?
Guest: Cash
Room Service Personnel: How much peso bill do you have sir, so I can bring your change just in case?
Guest: I have the exact amount.
Room Service Personnel: Thank you for calling sir! Have a nice day!! Bye!
3
Page
 DELIVERY OF ROOM SERVICE ORDERS
STEPS IN DELIVERING ROOM SERVICE ORDERS
 Knock at the door.
Respect for a guest’s privacy is the primary consideration when entering a room. These will
probably be particular establishment procedure for this, as for all other aspects of room service but the
following will usually apply.
 Approach the room quietly
 Knock firmly and say “Room Service” clearly and confidently, remembering that your voice must
carry through a close door.
 Listen for the guest’s response and react accordingly, while waiting outside or before entering the
room. If there are no responses knock and announce “room service” again. Do not go in until the
guest opens the door or you have been asked to enter.
Use the knuckles or activate the doorbell. Knock should be gentle and not too loud to avoid irritating
sound. Allow few seconds in between knocks and sound off, “Room Service”.
2. Once the door opened.
Greet guest by the hour of the day and say “good morning/ afternoon sir/ ma’am (or mention the
guest name if known)
Say; “Here’s your room service order. May I come in?”
 Do not enter the room until the guests give you the permission.
 Leave the door open unless the guests’ orders you to close it.
3. Once inside the room.
 Ask where the guest wants the trays or trolley to be set up.
“Where would you like me to set up your food sir/ma’am?
‘Shall I leave the food on the trolley or you want it transferred on your table?”
 After setting up the food on the table as requested, offer additional service:
‘If you are ready to eat, shall I open the food for you sir/ma’am?”
“Shall I serve the coffee?”
“Shall I pour the water for you?”
“Would you like me to open your curtain to brighten the room?”
(Note: If the guest wants to eat later, leave the food on the table)
 Before presenting the bill ask:
“Is there anything else I can do for you?”
4. Present the bill.
Present the bill on a bill folder with the figured facedown as you say;
“May I present the bill?”
5. Get the payment. Get the payment. If the guest wants to charge to his room, get his signature but
make sure he is authorized to sign.
(Some guest’s account are labeled “cash basis” and so are not allowed to sign for charges. This should be
checked with the Front Office).
6. Thank the guest and bid goodbye.
Before leaving the room, make sure the heater is put off as this can cause fire.
Ask the guest when he wants soiled dishes to be cleared.
“Sir/ ma’am, when do you want me to come back to clear the soiled dishes?”
‘’I’ll be back after (the time he/she says)...
Say; “Thank you very much, enjoy your meal and have a nice day”.
7. Knock again and say room service.
Say,” I’m here to pick up your soiled dishes! May I come in sir?
Are you done with your breakfast sir? May I get your soiled dishes?
(While picking up, ask the guest satisfaction)
How did you find the food and the service?
Thank you for the complement sir! Bye sir! Enjoy your stay in our hotel!! :)
4
Page
 fos-basic-phraseology.docx

PROCESSING TELEPHONE RESERVATION

Front Desk Clerk: CPTC Hotel, Good morning! This is Angeliz speaking. How can I assist you?

Guest: I'm ___________, I want to book a room for myself from (June 24) to (June 26).

Front Desk Clerk: How many guests, Ms/Mr. ______?

Guest: Just me.

Front Desk Clerk: Great. We have a Single Standard room at 1,900/night and a Single De-lux room at
2,500/night. What's Your preference sir/maam?

Guest: Single Standard, please.

Front Desk Clerk: Wonderful! It's a fully air-conditioned room with a Single Bed, 24” flat screen TV, and a
hot/cold shower. What's your expected arrival and departure time sir/maam?

Guest: I'll arrive at 10 am and depart at 6 am.

Front Desk Clerk: Perfect. Your room is confirmed.May I know your complete Name and address, please?

Guest: Angeliz Renon, Cauayan, Isabela.

Front Desk Clerk: How about your Contact number and email for confirmation sir/ma'am?

Guest: angelizrenon@gmail.com,095432112345.

Front Desk Clerk: To secure the room, we'll need a 50% payment of 2850 php. Is it okay for you
sir/ma'am?

Guest: Yes.

Front Desk Clerk: May I have your Credit card holder's name, number, bank, and expiry date?

Guest: Angeliz Renon, 33333, BDO, 01/21/2026.

Front Desk Clerk: Great. I'll repeat your reservation details. A Single Standard Room for Mr/Ms. ________
from June 24-26. With a credit card holder’s name: Angeliz C. Renon, 33333, BDO, 01/21/2026. Am I
correct sir/ ma’am?.

Guest: Yes

Front Desk Clerk: Okay sir/Maam. You'll receive a confirmation call shortly. Thank you!

RING! RING! RING!

Front Desk Clerk: CPTC Hotel, good morning! Angeliz speaking. May I speak with Ms/Mr. ________?

Guest: This is her.

Front Desk Clerk: Confirming your reservation, Ms/Mr..______. Confirmation number:1111. Arrival (June
24), departure (June 26), 2 nights. Please present your confirmation letter at check-in. Be here by 6 pm on
arrival day, or we may give your room away. Please inform us of any flight changes.Is there anything else
that you need sir/ma'am?

Guest: No, thanks.

Front Desk Clerk: Thank you for choosing us. We look forward to your arrival. Have a great day!
5
Page
 DEPOSITING LUGGAGE

Bellboy: Good morning, sir/ma’am. How can I assist you?

Guest: I’d like to deposit my luggage.

Bellboy: Sure. How many bags are you depositing?

Guest: One trolley bag, right here.

Bellboy: You're depositing one brown trolley bag in good condition.

Guest: Yes, that's correct.

Bellboy: Please write your complete name and signature on the luggage form and the claiming stub
below.

Guest: Okay, here you go.

Bellboy: Thank you. What time do you plan to pick up your luggage?

Guest: Is it okay if I come around 2 pm?

Bellboy: Certainly, sir/ma’am. Your luggage number is #4. Here's your claiming stub. Please remember to

present it when you pick up your luggage.

Guest: Alright, thank you!

CLAIMING LUGGAGE

Bellboy: Good afternoon, sir/ma'am. How can I assist you?

Guest: I'm here to pick up my luggage.

Bellboy: Can I have your claiming stub, sir/ma'am?

Guest: Here.

Bellboy: Sir/Ma'am, here are your belongings - one brown trolley bag. Please sign the acknowledgement
receipt.

Guest: Okay!

Bellman: Thank you, sir/ma'am, for choosing our services. Have a nice day!
6
Page
 PROCESSING GUEST’S REGISTRATION

(Walk-in)

Front Desk Clerk: Welcome back, Ms./Mr. _____________! We're glad to see you again! How may I help
you?

Guest: I'd like to book a room for one.

Front Desk Clerk: May I have your name, sir/ma'am?

Guest: I am ___________.

Front Desk Clerk: When is your departure date, ma'am?

Guest: I'll be leaving on June 28, 2024.

Front Desk Clerk: Please wait a moment while I check for an available room.

Guest: Okay.

Front Desk Clerk: Okay sir/maam, we have an available room for you. We have a Single Standard room at
1,900/night and a Single De-lux room at 2,500/night. What's Your preference sir/maam?

Guest: I'll take the Single De-lux.

Front Desk Clerk: Great. Please fill out the registration form and sign at the bottom.

Guest: Here you go.

Front Desk Clerk: Thank you, sir/ma'am. How will you settle your bill?

Guest: In cash.

Front Desk Clerk: As of June 23, 2024, you'll be staying with us for 5 nights and 6 days, with a total
accommodation charge of 12,500php. Can you pay 50% now, or prefer to pay in full upon departure?

Guest: I'll pay 50% for now and settle the rest on departure.

Front Desk Clerk: I received 6,250php. Here's your receipt, ID, and room key. Please leave your key at
the front desk when you're out and present your ID to reclaim it for safety.

Guest: Okay.

Front Desk Clerk: We offer club services. Are you interested to avail sir/ma'am?

Guest: No, thank you.

Front Desk: Ms./Mr_______, your room is on the 2nd floor. Our butler will assist you going to your room. If
you have inquiries don’t hesitate to call us. Enjoy your stay.

Guest: Thank you.

Bellboy: Good morning, sir/ma’am. I'm Angeliz, your butler. Could you check if your luggage is complete?

Guest: Yes.

Bellboy: This way to the elevator, Sir/ma’am. Please follow me.

Bellboy: Is it your first time here, sir/ma’am?

Guest: No.

Bellboy:Okay maam, if you have time to tour in our hotel Entertainment Club, Sports Club, Leisure Club,
and Fitness Club.

Guest: Okay I’ll think about it.

Bellboy: We’re now on the 2nd floor at room 202 your assigned room. Can I borrow your key sir/maam?
(knock 3x. ENTERING THE ROOM)

Bellboy: Sir/maam these are the switches to your light. Here's your aircon. Do you want me to adjust it to
your desired temperature?

Guest: No, I'll do it later.

Bellboy: Here's your bathroom, Sir/ma’am, with amenities, shampoo,towel, soap, hot and cold shower and
a bathtub. Here’s your mini refrigerator sir/maam. Feel free to consume all the fruits and beverages
provided, they’ll be charged directly to your account with prices listed here for your reference. If you’d like
additional items feel free to call our CPTC star cafe at 2105. Regarding your cabinet, do you want me to
assist you in unpacking your luggage?

Guest: No. thank you

Bellboy:our hotel also provides services such as laundry, mending, ironing your clothes, and shoe
polishing. Do you have valuables that you want to put in our safety deposit box?

Guest: nothing.

Bellboy: feel free to call our information office if you need anything, the hotline number is by your
telephone. If you have time please read the hotel’s rules and regulations. Is there anything you need
before I leave sir/maam?

Guest: Nothing.

Bellboy: I hope you enjoy your stay in our hotel. Have a nice day
8
Page
 ATTENDING GUEST CHECK OUT

Front Desk Clerk: Good morning, Ms./Mr._______ Just a reminder, today is your check-out day.

Guest: Yes.

Front Desk Clerk: How many bags do you have sir/maam? We can send a bellman to assist you.

Guest: Yes, please. Thank you.

(at the Guest Room)

Bellboy: (knock the door 3x) Bell Service!

Guest: Yes. Come in.

Bellboy: Good morning, Ms.Mr______. I am Le Ann, your butler for today. May I assist you in packing your
luggage?

Guest: I can manage.

Bellboy: Okay, ma’am. May I check the room for a while?

Guest: Yes.

Bellboy: Everything is in good condition, ma’am. Are you ready for your check-out?

Guest: Yes.

GUEST CHECK OUT

Front Desk Clerk: Good morning, sir/ma'am. How can I assist you?

Guest: I'm ready for check-out.

Front Desk Clerk: May I have your name and room number, please?

Guest: _____________. Room 202.

Front Desk Clerk: Your Room Key and Hotel ID, sir/ma'am?

Guest: Here.

Front Desk Clerk: Thank you. How was your stay sir/maam?

Guest: It was good.

Front Desk Clerk: Thanks for enjoying our services, sir/ma'am. Please wait for a moment while I'll quickly
check for any unposted bills.

Guest: Okay.

Front Desk Clerk: (calling other departments) Good morning, Front Desk here. Can you verify if there are
any unposted bills for Ms./Mr_____ in Room 202?

FnB/HSK Dept: NONE

Front Desk Clerk: Okay, thank you. (end)

Ma'am/Sir, did you make any additional consumptions or avail other services in the last hour of your stay?
Page

Guest: None.
 Front Desk Clerk: Here's your folio. Check the bills and sign for acknowledgement.

Guest: Okay, here.

Front Desk Clerk: Your bill is 5,000.00. Please wait for a moment; I'll prepare the billing statement and
receipt.

Guest: Okay.

Front Desk Clerk: Here's your receipt and change. This is your clearance slip.

Guest: Thank you.

Front Desk Clerk: We look forward to your next visit. Have a safe trip!
10
Page