LOPEZLOUELLA JANE Front Office Services

LOUELLA JANE
LOPEZ 12-TO 1
FRONT OFFICE SERVICES
SCRIPT
WALK-IN RESERVATION
RECEPTIONIST: Good Morning ma'am. Welcome to The Liberty Hotel. How may I help you?
CLIENT: Hi, Goodmorning. I would like to make a reservation for
the first week of January. Do you have any rooms for the particular week?
R: Just wait for a while ma'am i'll check if there is any available room for you.
C: Okay.
R: Yes, ma’am we have several rooms available for that week.
C: That’s good to hear.
R: May I know the exact date of your arrival ma’am?
C: 3rd of January in the afternoon.
R: How long will you be staying ma’am?
C: I'll be staying until the 6th of January at 10 o'clock in the morning.
R: May I know how many people will stay with us ma’am?
C: For 2 person.
R: Would you like a room with twin beds or a double bed?
C: A twin bed.
R: What is your preferred view of your room ma’am? The ocean view or the city view?
C: I prefer my room to have an ocean view, please.
R: Just wait a second ma’am.
C: Okay.
R: Your room is Six Thousand and Seven Hundred Pesos per night ma’am. What name will the
reservation be listed under?
C: Anne Curtis
R: For clarification ma’am is your name spell's A-N-N-E C-U-R-T-I-S
C: Yes, that's right.
R: Can I get your phone number ma’am?
C: Sure, it’s 09997766554
R: Okay, Can I also get your credit card information to reserve the room for you. What type of card is it?
C: Visa. The name of the cardholder is Anne Curtis and the number is 6677886.
R: Alright, Thank You ma’am. Just wait a second.
C: Okay. Take your time.
R: Ms. Anne Curtis, your reservation for the 3rd of January has been made for a room with the view of
the ocean and a twin bed. Check in is at 12 o'clock in the afternoon. If you have any other questions,
please don’t hesitate to call us. Here's our calling card.
C: Alright. Thank You.
R: My pleasure ma’am, See you in January Ms. Anne. Have a nice day
TELEPHONE RESERVATION
*Ringing
RECEPTIONIST : Good Afternoon, This is Liberty Hotel. How may I help you?
CALLER: I would like to reserve a hotel room.
R: Alright ma’am, may I have your full name please?
C: Mr. Daniel Padilla.
R: Mr, Daniel, I’m Louella I'll assist you in reserving your room. How many rooms do you need sir? And
how many days will you be staying here?
C: Just one room for two people, I'm planning to stay there for 2 days.
R: What is the date of your arrival sir?
C: I’ll arrive on December 24, 8 o'clock pm.
R: Okay sir, We have an executive room for two sir, with the view of the city and a king-sized bed.
Would you like that?
C: Yes. That’s great.
R: Alright sir, our room rates went up on holidays, especially on christmas is that alright for you?
C: Yes, that’s alright. How much per night?
R: Our executive room on holidays is 9,500 per night sir.
C: The price is still acceptable.
R: Alright Mr. Daniel, just wait a sec.
C: Okay.
R: Mr. Daniel, your reservation is on our computer. All we need is your phone number.
C: Alright, my number is 09997755441
R: Thankyou for calling Mr. Daniel. Don’t hesitate to call us again for further questions. We are looking
forward to seeing you here in December.
CHECKING-IN
RECEPTIONIST: Good Evening sir. Welcome to Liberty Hotel. How may I help you?
GUEST: I have a reservation for today. It’s under the name of Daniel.
R: Okay, just a second sir. Alright Mr. Daniel Padilla we’ve reserved an executive room for two with a
king-sized bed, and with the view of the city for two days. Is that correct?
G: Yes, it’s correct.
R: Alright, we just need your credit card information sir.
G: The card is visa and the number is 887766554.
R: And what is the name of the card holder sir?
G: Daniel Padilla.
R: Okay, Thank you sir. Please sign the receipts here at the bottom, please.
G: Okay, 9,500 per night right?
R: Yes sir. It includes a full continental buffet every night, free shuttle to tour our hotel and a massage for
two.
G: And what’s not included?
R: There’s a mini-bar in your room, use of it will be charged to your account.
G: oh okay, so what room am I in?
R: Room 409. Here is your key sir. Take an elevator here on the right, up to the fourth floor. Turn right
once you exit the elevator and your room will be on the right side. A bellboy will bring your luggage up
shortly.
G: Great, thanks!
R: If you have any questions or requests, please call us just dial ‘1’ from your room. Also there's an ipad
that will keep you updated in your account and to control the room.
G: Okay, what time is the check out?
R: 12 o'clock sir.
G: Alright, thankyou.
R: My pleasure sir. Have fun in your stay here at Liberty Hotel!
CHECK- OUT
Receptionist: Good morning, sir. Can i help you?

GUEST: Yes please. I would like to check out today.
R: Ok sir. hmm. May i ask your name and room number, sir?
G: Daniel Padilla and I am from room no 409.
R: Wait a minute sir. Yes, Mr Daniel. You are from room no 409 and you would like to check out today.
Right?
G: Yes.
R: Alright sir, Here is your bill now. For 2 days 9,500 per night and other costs are from the laundry
and mini-bar. We already charged it to your account. The total cost for the laundry and mini-bar is
5,600. In total, your bill is 24,600.
G: Let me check my bill please.
R: Sure sir, no problem take your time.
G: hmm, I guess everything is okay. I’ll pay by credit card.
R: Alright sir we already have you credit card information. Please sign here.
G: Okay, one more thing more thing. I will leave the room now but one of my friend will come at 3 p.m.
Can i wait for him in your lobby?
R: No problem at all sir.
G: Thanks.
R: You are welcome sir. Have a nice day. Thankyou.

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Receptionist: Good morning, sir. Can i help you?

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