CHAPTER I
INTRODUCTION
1.1. BACKGROUND
Front is one part of hotel department which has function in selling’s hotel room to the guest and also the location where the guest will give their first and last impression about hotel when they arrive and leaving at the hotel. There are some sections in front office department which has different in responsibility to handle the guest who come to the hotel, that section such as, Receptionist, telephone operator, reservation, concierge, cashier, and any other front office section.
One of the sections that have responsibility in handling the guest who want to stay in hotel is reservation section. Reservation is one of the first procedures that should through by the guest when they want to stay in hotel, therefore the writer interested to do the observation and find some information in hotel in Singaraja about hotel reservation which later on combines with the theory that the writer got from the university. The information from the hotel and the theory that the writer got will be write down in a report about hotel reservation depend on the ways to do the reservation in hotel, and the type of reservation in generally.
1.2. PROBLEM
Based on the background above, the writer state a problem, as follows:
1. How to do the reservation hotel?
2. How many type of reservation in hotel?
CHAPTER II
DISCUSSION
In hotel there are several ways to reserve room and some procedures in hotel about how to handle the guest reservation (reservation taking procedures), and also there type of reservation. In this chapter will be discussing more about those problems, as follows:
2.1. Several Ways to reserve room in hotel
There are several ways to reserve room in hotel such as:
a. Reservation by phone
In this part guest do the reservation clerk by phone, they call the reservation to book a room. In this reservation there are several things that we may take note, such as:
1. The velocity, because we use telephone. Most of guest are calling from another country so they use international change, and the change will based on how long the time we use.
2. Politeness and carefulness. Although the guest are making reservation by phone, we must imprinted our politeness and carefulness
3. Use reservation form. It is very important, because we need all of the guest information (type of room, departure time and arrival date, remark) and also all the information goes systematically.
b. Reservation by Telex and Facsimile
The guest will reserve room by sent telex or facsimile and the hotel will answer the guest reservation by sent telex or facsimile also.
c. Reservation by Telegram
The guest will do the reservation by sent telegram to the hotel and the functionary of reservation will answer by sent telegram to the guest too.
d. Reservation by mail
There are several important things in reservation by mail as follows:
1. The reservation do by mail
2. The answer will be by mail
3. The answer must as soon as possible
4. In answering mail, please enclosed with the brochure, room rates, and the other promotion tools.
e. reservation by personal
The guest come directly to the hotel and meets the reservation clerk.
e. Reservation by computer terminal
Now there are many hotels, especially CHAIN hotel use computer terminal for room reservation. If the hotels use this system, so the reservation clerks do not note the reservation in reservation slip.
2.2. Type of Reservation
From that previous discussion about the several ways in reservation the writer can say that there are two types of reservation, namely direct reservation and indirect reservation (walk-in guest).
2.2.1. Indirect reservation
Indirect reservation is a reservation that to do by, telex or facsimile, Reservation by phone, Reservation by Telegram, Reservation by mail Reservation by computer terminal. There are several steps in handling direct reservation as follows:
a. Greet the guest politely
b. Ask the guest his or her full name
c. Ask permission to check the expected arrival lisy/rack
d. Repeat the guest reservation:
1. Number of room, type and the rate
2. The length of stay
3. The bill settlement
4. Special request if any special request from the guest.
e. Ask the guest to fill in the registration card
f. Fill in the guest card
g. Check the registration card from the guest to see whether it is complete or not
h. Ask the guest to sign the guest card if it is not done
i. Give the guest card to the guest
j. Give the key to the bellboy and ask the bellboy to escort the guest to the room.
k. Greet the guest and wish that he/she has a p
The example of indirect reservation conversation is:
Conversation between reservation staff and guest
Reservation: good morning, Nusa Indah Hotel. Yudix’s speaking. May I help you?
Guest : Good morning, I’d like to reserve a single room with ocean view please.
Reservation: I’m sorry who I am speaking with?
Guest : my name is Catherine from California.
Reservation: would you like to spell your name please?
Guest : C for Charlie, A for Alpha, T for Tango, H for Hotel, E for Echo, R for Romeo, I for India, N for November, and E again For Echo.
Reservation: how long will you stay in our hotel?
Guest: for 3 days, during 23 until 25 of July
Reservation: yes, for those days we still have one single room with ocean view for you madam.
Guest: all right? May I know the rates per night please?
Reservation: certainly madam, for a single room ocean view, the rate is US$ 100 per night.
Guest: does the rate include breakfast?
Reservation: of course, it does madam. The rates include continental breakfast and service charge.
Guest: right.
Reservation: do you want to reserve a room now, madam?
Guest: yes, of course!
Reservation: when will you check-in madam?
Guest: I’ll come next week!
Reservation: may I have your phone number madam?
Guest: of course, my phone number is 07843896.
Reservation: ok. I’ll send you a fax to confirm the reservation
Guest: ok!
Reservation: we look forward to your visit, Mrs. Smith and thank you for your calling.
Guest: you’re welcome
2.2.2. Direct reservation (walk-in guest)
Direct reservation is reservations that directly do by the guest, which is the guest come directly to the hotel to make reservation. There are several steps in handling direct reservation as follows:
a. Greet, welcome the guest politely and offer help.
b. Ask the guest his or her full name.
c. Spell the name, asks the guest to spell the name.
d. Ask permission to check today’s expected arrival rack/list.
e. Ask the guest:
1. Number of room, type and then tell the rate.
2. The length of stay
3. the bill settlement
f. ask permission to check whether the room is available or not. Apply selling technique.
g. inform the guest whether the room is available or not
h. block the room on the room rack if the room is available
i. fill in the registration card:
a. invite the guest to fill in the registration card.
b.check the registration card from the guest to see whether it is complete or not
c. ask the guest to sign the registration card and guest card.
i. give the guest card to the guest
j. give the key to the bellboy and ask the bellboy to escort the guest to the room
k. greet the guest and wish that he or she has a good stay.
The example of direct reservation conversation is:
Direct reservation conversation
Receptionist: good afternoon, sir what can I do for you?
Guest: yes, I wonder if you still have a double room for tonight.
Receptionist: could I have your name please/
Guest: Rijicta tocker.
Receptionis: have you made reservation before mrs tocker?
Guest: No, I haven’t
Receptionist: alright, Mrs tocker. You want a double room for to tonight.
Could you wait for a moment? (Check whether the room needed is available or not)…I have some good news for you Mrs tocker. There is one double room left on the top floor. The price is US$ 100. Would you like to take it?
Guest: that’s fine I’d love to.
Receptionist: May have your ID card please?
Guest: Just a moment. Here you are.
Receptionist: would you fill in this registration card, please?
Guest: Certainly, is a deposit required?
Receptionist: yes, Mrs tocker. The deposit is the rate for one night’s stay at least
Guest: Ok. US$ 100. Here you are.
Receptionist: thank you. And here are your ID card, receipt and the guest card. Our bellboy will escort you to your room. (Give the key to the bellboy) Have a pleasant stay, Mrs tocker.
Guest: thank you.
Chapter III
Conclusion
Based on the previous discussion the writer can conclude that reservation is one part of front office in the hotel that have function to handle guest reservation even that reservation do by phone, telex or facsimile, telegram, mail, do by personal or by computer terminal with right procedures, wherever reservation can be classified into two type, that is direct and in direct reservation.
Reference
Wantah, Gabriel.1998.Hospitality Guidelines Series Front Office. PT.Gramedia Pustaka Utama, Jakarta.
Leo, Sutanto. English For Professional Accomodation Service.
Selasa, 16 Juni 2009
Hotel Reservation
CHAPTER I
INTRODUCTION
1.1. BACKGROUND
Front is one part of hotel department which has function in selling’s hotel room to the guest and also the location where the guest will give their first and last impression about hotel when they arrive and leaving at the hotel. There are some sections in front office department which has different in responsibility to handle the guest who come to the hotel, that section such as, Receptionist, telephone operator, reservation, concierge, cashier, and any other front office section.
One of the sections that have responsibility in handling the guest who want to stay in hotel is reservation section. Reservation is one of the first procedures that should through by the guest when they want to stay in hotel, therefore the writer interested to do the observation and find some information in hotel in Singaraja about hotel reservation which later on combines with the theory that the writer got from the university. The information from the hotel and the theory that the writer got will be write down in a report about hotel reservation depend on the ways to do the reservation in hotel, and the type of reservation in generally.
1.2. PROBLEM
Based on the background above, the writer state a problem, as follows:
1. How to do the reservation hotel?
2. How many type of reservation in hotel?
CHAPTER II
DISCUSSION
In hotel there are several ways to reserve room and some procedures in hotel about how to handle the guest reservation (reservation taking procedures), and also there type of reservation. In this chapter will be discussing more about those problems, as follows:
2.1. Several Ways to reserve room in hotel
There are several ways to reserve room in hotel such as:
a. Reservation by phone
In this part guest do the reservation clerk by phone, they call the reservation to book a room. In this reservation there are several things that we may take note, such as:
1. The velocity, because we use telephone. Most of guest are calling from another country so they use international change, and the change will based on how long the time we use.
2. Politeness and carefulness. Although the guest are making reservation by phone, we must imprinted our politeness and carefulness
3. Use reservation form. It is very important, because we need all of the guest information (type of room, departure time and arrival date, remark) and also all the information goes systematically.
b. Reservation by Telex and Facsimile
The guest will reserve room by sent telex or facsimile and the hotel will answer the guest reservation by sent telex or facsimile also.
c. Reservation by Telegram
The guest will do the reservation by sent telegram to the hotel and the functionary of reservation will answer by sent telegram to the guest too.
d. Reservation by mail
There are several important things in reservation by mail as follows:
1. The reservation do by mail
2. The answer will be by mail
3. The answer must as soon as possible
4. In answering mail, please enclosed with the brochure, room rates, and the other promotion tools.
e. reservation by personal
The guest come directly to the hotel and meets the reservation clerk.
e. Reservation by computer terminal
Now there are many hotels, especially CHAIN hotel use computer terminal for room reservation. If the hotels use this system, so the reservation clerks do not note the reservation in reservation slip.
2.2. Type of Reservation
From that previous discussion about the several ways in reservation the writer can say that there are two types of reservation, namely direct reservation and indirect reservation (walk-in guest).
2.2.1. Indirect reservation
Indirect reservation is a reservation that to do by, telex or facsimile, Reservation by phone, Reservation by Telegram, Reservation by mail Reservation by computer terminal. There are several steps in handling direct reservation as follows:
a. Greet the guest politely
b. Ask the guest his or her full name
c. Ask permission to check the expected arrival lisy/rack
d. Repeat the guest reservation:
1. Number of room, type and the rate
2. The length of stay
3. The bill settlement
4. Special request if any special request from the guest.
e. Ask the guest to fill in the registration card
f. Fill in the guest card
g. Check the registration card from the guest to see whether it is complete or not
h. Ask the guest to sign the guest card if it is not done
i. Give the guest card to the guest
j. Give the key to the bellboy and ask the bellboy to escort the guest to the room.
k. Greet the guest and wish that he/she has a p
The example of indirect reservation conversation is:
Conversation between reservation staff and guest
Reservation: good morning, Nusa Indah Hotel. Yudix’s speaking. May I help you?
Guest : Good morning, I’d like to reserve a single room with ocean view please.
Reservation: I’m sorry who I am speaking with?
Guest : my name is Catherine from California.
Reservation: would you like to spell your name please?
Guest : C for Charlie, A for Alpha, T for Tango, H for Hotel, E for Echo, R for Romeo, I for India, N for November, and E again For Echo.
Reservation: how long will you stay in our hotel?
Guest: for 3 days, during 23 until 25 of July
Reservation: yes, for those days we still have one single room with ocean view for you madam.
Guest: all right? May I know the rates per night please?
Reservation: certainly madam, for a single room ocean view, the rate is US$ 100 per night.
Guest: does the rate include breakfast?
Reservation: of course, it does madam. The rates include continental breakfast and service charge.
Guest: right.
Reservation: do you want to reserve a room now, madam?
Guest: yes, of course!
Reservation: when will you check-in madam?
Guest: I’ll come next week!
Reservation: may I have your phone number madam?
Guest: of course, my phone number is 07843896.
Reservation: ok. I’ll send you a fax to confirm the reservation
Guest: ok!
Reservation: we look forward to your visit, Mrs. Smith and thank you for your calling.
Guest: you’re welcome
2.2.2. Direct reservation (walk-in guest)
Direct reservation is reservations that directly do by the guest, which is the guest come directly to the hotel to make reservation. There are several steps in handling direct reservation as follows:
a. Greet, welcome the guest politely and offer help.
b. Ask the guest his or her full name.
c. Spell the name, asks the guest to spell the name.
d. Ask permission to check today’s expected arrival rack/list.
e. Ask the guest:
1. Number of room, type and then tell the rate.
2. The length of stay
3. the bill settlement
f. ask permission to check whether the room is available or not. Apply selling technique.
g. inform the guest whether the room is available or not
h. block the room on the room rack if the room is available
i. fill in the registration card:
a. invite the guest to fill in the registration card.
b.check the registration card from the guest to see whether it is complete or not
c. ask the guest to sign the registration card and guest card.
i. give the guest card to the guest
j. give the key to the bellboy and ask the bellboy to escort the guest to the room
k. greet the guest and wish that he or she has a good stay.
The example of direct reservation conversation is:
Direct reservation conversation
Receptionist: good afternoon, sir what can I do for you?
Guest: yes, I wonder if you still have a double room for tonight.
Receptionist: could I have your name please/
Guest: Rijicta tocker.
Receptionis: have you made reservation before mrs tocker?
Guest: No, I haven’t
Receptionist: alright, Mrs tocker. You want a double room for to tonight.
Could you wait for a moment? (Check whether the room needed is available or not)…I have some good news for you Mrs tocker. There is one double room left on the top floor. The price is US$ 100. Would you like to take it?
Guest: that’s fine I’d love to.
Receptionist: May have your ID card please?
Guest: Just a moment. Here you are.
Receptionist: would you fill in this registration card, please?
Guest: Certainly, is a deposit required?
Receptionist: yes, Mrs tocker. The deposit is the rate for one night’s stay at least
Guest: Ok. US$ 100. Here you are.
Receptionist: thank you. And here are your ID card, receipt and the guest card. Our bellboy will escort you to your room. (Give the key to the bellboy) Have a pleasant stay, Mrs tocker.
Guest: thank you.
Chapter III
Conclusion
Based on the previous discussion the writer can conclude that reservation is one part of front office in the hotel that have function to handle guest reservation even that reservation do by phone, telex or facsimile, telegram, mail, do by personal or by computer terminal with right procedures, wherever reservation can be classified into two type, that is direct and in direct reservation.
Reference
Wantah, Gabriel.1998.Hospitality Guidelines Series Front Office. PT.Gramedia Pustaka Utama, Jakarta.
Leo, Sutanto. English For Professional Accomodation Service.
INTRODUCTION
1.1. BACKGROUND
Front is one part of hotel department which has function in selling’s hotel room to the guest and also the location where the guest will give their first and last impression about hotel when they arrive and leaving at the hotel. There are some sections in front office department which has different in responsibility to handle the guest who come to the hotel, that section such as, Receptionist, telephone operator, reservation, concierge, cashier, and any other front office section.
One of the sections that have responsibility in handling the guest who want to stay in hotel is reservation section. Reservation is one of the first procedures that should through by the guest when they want to stay in hotel, therefore the writer interested to do the observation and find some information in hotel in Singaraja about hotel reservation which later on combines with the theory that the writer got from the university. The information from the hotel and the theory that the writer got will be write down in a report about hotel reservation depend on the ways to do the reservation in hotel, and the type of reservation in generally.
1.2. PROBLEM
Based on the background above, the writer state a problem, as follows:
1. How to do the reservation hotel?
2. How many type of reservation in hotel?
CHAPTER II
DISCUSSION
In hotel there are several ways to reserve room and some procedures in hotel about how to handle the guest reservation (reservation taking procedures), and also there type of reservation. In this chapter will be discussing more about those problems, as follows:
2.1. Several Ways to reserve room in hotel
There are several ways to reserve room in hotel such as:
a. Reservation by phone
In this part guest do the reservation clerk by phone, they call the reservation to book a room. In this reservation there are several things that we may take note, such as:
1. The velocity, because we use telephone. Most of guest are calling from another country so they use international change, and the change will based on how long the time we use.
2. Politeness and carefulness. Although the guest are making reservation by phone, we must imprinted our politeness and carefulness
3. Use reservation form. It is very important, because we need all of the guest information (type of room, departure time and arrival date, remark) and also all the information goes systematically.
b. Reservation by Telex and Facsimile
The guest will reserve room by sent telex or facsimile and the hotel will answer the guest reservation by sent telex or facsimile also.
c. Reservation by Telegram
The guest will do the reservation by sent telegram to the hotel and the functionary of reservation will answer by sent telegram to the guest too.
d. Reservation by mail
There are several important things in reservation by mail as follows:
1. The reservation do by mail
2. The answer will be by mail
3. The answer must as soon as possible
4. In answering mail, please enclosed with the brochure, room rates, and the other promotion tools.
e. reservation by personal
The guest come directly to the hotel and meets the reservation clerk.
e. Reservation by computer terminal
Now there are many hotels, especially CHAIN hotel use computer terminal for room reservation. If the hotels use this system, so the reservation clerks do not note the reservation in reservation slip.
2.2. Type of Reservation
From that previous discussion about the several ways in reservation the writer can say that there are two types of reservation, namely direct reservation and indirect reservation (walk-in guest).
2.2.1. Indirect reservation
Indirect reservation is a reservation that to do by, telex or facsimile, Reservation by phone, Reservation by Telegram, Reservation by mail Reservation by computer terminal. There are several steps in handling direct reservation as follows:
a. Greet the guest politely
b. Ask the guest his or her full name
c. Ask permission to check the expected arrival lisy/rack
d. Repeat the guest reservation:
1. Number of room, type and the rate
2. The length of stay
3. The bill settlement
4. Special request if any special request from the guest.
e. Ask the guest to fill in the registration card
f. Fill in the guest card
g. Check the registration card from the guest to see whether it is complete or not
h. Ask the guest to sign the guest card if it is not done
i. Give the guest card to the guest
j. Give the key to the bellboy and ask the bellboy to escort the guest to the room.
k. Greet the guest and wish that he/she has a p
The example of indirect reservation conversation is:
Conversation between reservation staff and guest
Reservation: good morning, Nusa Indah Hotel. Yudix’s speaking. May I help you?
Guest : Good morning, I’d like to reserve a single room with ocean view please.
Reservation: I’m sorry who I am speaking with?
Guest : my name is Catherine from California.
Reservation: would you like to spell your name please?
Guest : C for Charlie, A for Alpha, T for Tango, H for Hotel, E for Echo, R for Romeo, I for India, N for November, and E again For Echo.
Reservation: how long will you stay in our hotel?
Guest: for 3 days, during 23 until 25 of July
Reservation: yes, for those days we still have one single room with ocean view for you madam.
Guest: all right? May I know the rates per night please?
Reservation: certainly madam, for a single room ocean view, the rate is US$ 100 per night.
Guest: does the rate include breakfast?
Reservation: of course, it does madam. The rates include continental breakfast and service charge.
Guest: right.
Reservation: do you want to reserve a room now, madam?
Guest: yes, of course!
Reservation: when will you check-in madam?
Guest: I’ll come next week!
Reservation: may I have your phone number madam?
Guest: of course, my phone number is 07843896.
Reservation: ok. I’ll send you a fax to confirm the reservation
Guest: ok!
Reservation: we look forward to your visit, Mrs. Smith and thank you for your calling.
Guest: you’re welcome
2.2.2. Direct reservation (walk-in guest)
Direct reservation is reservations that directly do by the guest, which is the guest come directly to the hotel to make reservation. There are several steps in handling direct reservation as follows:
a. Greet, welcome the guest politely and offer help.
b. Ask the guest his or her full name.
c. Spell the name, asks the guest to spell the name.
d. Ask permission to check today’s expected arrival rack/list.
e. Ask the guest:
1. Number of room, type and then tell the rate.
2. The length of stay
3. the bill settlement
f. ask permission to check whether the room is available or not. Apply selling technique.
g. inform the guest whether the room is available or not
h. block the room on the room rack if the room is available
i. fill in the registration card:
a. invite the guest to fill in the registration card.
b.check the registration card from the guest to see whether it is complete or not
c. ask the guest to sign the registration card and guest card.
i. give the guest card to the guest
j. give the key to the bellboy and ask the bellboy to escort the guest to the room
k. greet the guest and wish that he or she has a good stay.
The example of direct reservation conversation is:
Direct reservation conversation
Receptionist: good afternoon, sir what can I do for you?
Guest: yes, I wonder if you still have a double room for tonight.
Receptionist: could I have your name please/
Guest: Rijicta tocker.
Receptionis: have you made reservation before mrs tocker?
Guest: No, I haven’t
Receptionist: alright, Mrs tocker. You want a double room for to tonight.
Could you wait for a moment? (Check whether the room needed is available or not)…I have some good news for you Mrs tocker. There is one double room left on the top floor. The price is US$ 100. Would you like to take it?
Guest: that’s fine I’d love to.
Receptionist: May have your ID card please?
Guest: Just a moment. Here you are.
Receptionist: would you fill in this registration card, please?
Guest: Certainly, is a deposit required?
Receptionist: yes, Mrs tocker. The deposit is the rate for one night’s stay at least
Guest: Ok. US$ 100. Here you are.
Receptionist: thank you. And here are your ID card, receipt and the guest card. Our bellboy will escort you to your room. (Give the key to the bellboy) Have a pleasant stay, Mrs tocker.
Guest: thank you.
Chapter III
Conclusion
Based on the previous discussion the writer can conclude that reservation is one part of front office in the hotel that have function to handle guest reservation even that reservation do by phone, telex or facsimile, telegram, mail, do by personal or by computer terminal with right procedures, wherever reservation can be classified into two type, that is direct and in direct reservation.
Reference
Wantah, Gabriel.1998.Hospitality Guidelines Series Front Office. PT.Gramedia Pustaka Utama, Jakarta.
Leo, Sutanto. English For Professional Accomodation Service.
Senin, 08 Juni 2009
Conversation
Taking Reservation
Reservation : Good morning, Bali Beach Hotel, Shinta's speaking. Can I help you?
Mrs. Smith : Good morning, I'd like to reserve a single room with ocean view please.
Reservation : I'm sorry who I'm speaking with?
Mrs. Smith : My name is Clara Smith and my address is St. Avenue street no. 7, Los Angeles, California, USA.
Reservation : Would you like to spell your name please?
Mrs. Smith : C for Charlie, L for Lima, A for Alpha, R for Romeo, A for Alpha.
Reservation :OK, for what date madam?
Mrs. Smith : From 2nd to 6th of June.
Reservation : Yes, we still have some single rooms with ocean view available for those dates.
Mrs. Smith : May I know your rate per night, please?
Reservation : For a single room with ocean view, the rate is US$ 200 per night.
Mrs. Smith : Does the rate include breakfast?
Reservation : Yes, of course it does. The rate includes continental breakfast and service charge.
Mrs. Smith : Right.
Reservation : Do you want to reserve a room now?
Mrs. Smith : Yes, of course I do. I'm coming next week.
Reservation : May I have your phone number, please!
Mrs. Smith : My phone number is 02777888. Do you need a confirmation?
Reservation : Yes, we do. Could you send us a fax, please?
Mrs. Smith : Right. I'll send a fax to confirm my reservation.
Reservation : We look forward to your visit, Mrs. Smith. Thank you for calling us.
Receiving Guest
Reception : Good evening, Ayuk's speaking, can I help you?
Mrs. Smith : Good evening, my name is Clara and I made a reservation a week ago.
Reception : Just a moment, please. Let me check it first. I found two Claras here. May I have your full name, please ?
Mrs. Smith : My full name is Clara Smith and I am from Los Angeles, California.
Reception : Ah yes, Mrs. Clara Smith. Here it is. One single room with ocean view from 2nd to 6th of June.
Mrs. Smith : Yes, that's right.
Reception : Could you fill in this registration card, please?
Mrs. Smith : Right (reads the form and then asks). Is it necessary to fill in the passport information?
Reception : Yes. Please fill it completely.
Mrs. Smith : Here you are. I think I have filled it in correctly.
Reception : Yes, that's fine. Here is your key. It's room 403 on the third floor. The rate is US$200 per night, including breakfast and service charge.
Mrs. Smith : Good. Would it be possible to get someone to help me with the luggage?
Reception : The porter will take them up in the lift and show you to your room.
Mrs. Smith : Right, thank you very much.
Escorting Guest
Receptionist : Please escort Mrs. Smith to her room. (Mrs. Smith is still carrying her bags).
Bellboy : Can I take those for you Mrs. Smith?
Mrs. Smith : Oh yes, thank you very much.
Bellboy : Is this all your luggage madam?
Mrs. Smith : Yes, thanks.
Bellboy : Your room is this way Mrs. Smith. (he opens the door).
Mrs. Smith : Thank you (the guest go in first).
Bellboy : Would you like me to explain the facility Mrs Smith?
Mrs. Smith : Yes, of course.
Bellboy : The light switch is here, this is the telephone, the water and the radio and the bathroom is just here. You have a balcony over there, with a nice view of the ocean.
Mrs. Smith : Good. That fine thanks.
Bellboy : If you need anything, just call reception.
Mrs. Smith : Yes, thanks.
Bellboy : I hope you enjoy your stay Mrs. Smith.
Mrs. Smith : Thank you. I'm sure I will.
Take Messages
Operator : Bali Beach Hotel. Good Morning.
Caller : Good Morning . Could I speak with Mrs. Clara Smith, please?
Operator : I beg your pardon, madam. Was what name Smith?
Caller : Yes, that's right.
Operator : May I know who is calling please?
Caller : This is Grace, Laura Grace. I'm her friend from room 202.
Operator : Thank you Mrs. Grace. Could you hold the line please madam? I'll put you though (no answer in the room). I'm sorry madam, there is no answer from room 403.
Caller : Could you try again please?
Operator : Yes, of course madam. One moment please. I'm sorry, there is still no answer. Would you like leave a message?
Caller : OK, just tell Mrs. Smith to meet me at the restaurant at 07.00 p.m. today.
Operator : OK, could I repeat your message madam?
Caller :Yes, of course.
Operator :You want to meet Mrs. Smith at 07.300 p.m. at the restaurant today.
Caller : Yes, that's right.
Operator : Well, I will pass on your message as soon as she is back. Thank you for the call.
Passing on Messages
Mrs. Smith : Hello, room 403.
Operator : Hello Mrs. Smith?
Mrs. Smith : Yes, that's right.
Operator : There is a message for you madam from Mrs. Grace at room 202. She would like to meet you at the restaurant at 07.00 p.m. today.
Mrs. Smith : OK, thank you.
Operator : You're welcome madam.
Managing complaints
Receptionist : Good morning, can I help you madam?
Mrs. Smith : Well, I hope you can. I'm in room number 403. I'm really annoyed with your service.
Receptionist : Are you? What's the problem madam?
Mrs. Smith : Well, yesterday I called the receptionist to send me an engineering to fix my bathroom. That's something trouble with the shower. But there is no engineering come until now. What kind of service does your hotel have?
Receptionist : I'm sorry madam. It's our mistake.
Mrs. Smith : Can I talk to your manager?
Receptionist : Certainly, Mrs. Smith. Could I just call my manager? Would you like for wait a moment?
Mrs. Smith : Yes, but just hurry up!
Receptionist : Mrs. Smith, this is Mrs. Joana. She is our manager.
Mrs. Joana : Mrs. Smith, I'm Joana. I've heard your complaint. And we are really sorry for this thing. I will make sure that this thing won't happen again to you . We will send our engineering to fix your shower.
Mrs. Smith : OK, I don't want this this happen again or I will check out right now. And I will give the worst impression for the service of your hotel!
Mrs. Joana : Yes, of course, madam.
Check Out
Cashier : Good morning madam. Can I help you?
Mrs. Smith : Yes, I'd like to check out now please.
Cashier : Could I have your room number please?
Mrs. Smith : Room 403
Cashier : That's Mrs. Clara Smith, isn't it?
Mrs. Smith : Yeah, that's right.
Cashier : We will prepare you account now, madam. We will only be a minute or two, if you don't mind waiting?
Mrs. Smith : Of course not.
Cashier : Here is your bill, madam. Would you like to check it?
Mrs. Smith : What is this 20.000 rupiah for?
Cashier : I'm sorry, we had to charge you for the broken window.
Mrs. Smith : Oh yes, that's right. I forgot, and what about this?
Cashier : That is for the drinks you ordered in your room on Monday madam.
Mrs. Smith : I'm sorry. I never ordered any drinks in my room.
Cashier : Are you sure Mrs. Smith. Sometimes it is easy to forget.
Mrs. Smith : Yes, I am quite sure.
Cashier : Well, I will check the bill with Room Service. If you would like to wait just a moment (she checks). I'm sorry, it is our mistake. The drinks were for room303, not for your room. I', sorry Mrs. Smith.
Mrs. Smith : Not at all. That's quite all right. We all make mistakes.
Cashier : How would you like to pay, by credit card or cash?
Mrs. Smith : I would like to pay by credit card.
Cashier : Well, so the amount of your payment is 9000.000 rupiah madam. Would you like to sign here?
Mrs. Smith : OK ( sign the bill). And here is my credit card.
Cashier : OK, thank you.
Here is yours, I hope to see you again next time, madam
List Of Names :
1. Mrs. Smith : Mega Savitri
2. Reservation : Sinta Mayland
3. Reception : Ardi Trianti
4. Bellboy : Widia Mahardiasa
5. TO : Yudiawati
6. Cashier : Punti Mahayanti
7. Manager : Athalia Yuthyka
8. Mrs Grace : Dwi Rusmayani
Reservation : Good morning, Bali Beach Hotel, Shinta's speaking. Can I help you?
Mrs. Smith : Good morning, I'd like to reserve a single room with ocean view please.
Reservation : I'm sorry who I'm speaking with?
Mrs. Smith : My name is Clara Smith and my address is St. Avenue street no. 7, Los Angeles, California, USA.
Reservation : Would you like to spell your name please?
Mrs. Smith : C for Charlie, L for Lima, A for Alpha, R for Romeo, A for Alpha.
Reservation :OK, for what date madam?
Mrs. Smith : From 2nd to 6th of June.
Reservation : Yes, we still have some single rooms with ocean view available for those dates.
Mrs. Smith : May I know your rate per night, please?
Reservation : For a single room with ocean view, the rate is US$ 200 per night.
Mrs. Smith : Does the rate include breakfast?
Reservation : Yes, of course it does. The rate includes continental breakfast and service charge.
Mrs. Smith : Right.
Reservation : Do you want to reserve a room now?
Mrs. Smith : Yes, of course I do. I'm coming next week.
Reservation : May I have your phone number, please!
Mrs. Smith : My phone number is 02777888. Do you need a confirmation?
Reservation : Yes, we do. Could you send us a fax, please?
Mrs. Smith : Right. I'll send a fax to confirm my reservation.
Reservation : We look forward to your visit, Mrs. Smith. Thank you for calling us.
Receiving Guest
Reception : Good evening, Ayuk's speaking, can I help you?
Mrs. Smith : Good evening, my name is Clara and I made a reservation a week ago.
Reception : Just a moment, please. Let me check it first. I found two Claras here. May I have your full name, please ?
Mrs. Smith : My full name is Clara Smith and I am from Los Angeles, California.
Reception : Ah yes, Mrs. Clara Smith. Here it is. One single room with ocean view from 2nd to 6th of June.
Mrs. Smith : Yes, that's right.
Reception : Could you fill in this registration card, please?
Mrs. Smith : Right (reads the form and then asks). Is it necessary to fill in the passport information?
Reception : Yes. Please fill it completely.
Mrs. Smith : Here you are. I think I have filled it in correctly.
Reception : Yes, that's fine. Here is your key. It's room 403 on the third floor. The rate is US$200 per night, including breakfast and service charge.
Mrs. Smith : Good. Would it be possible to get someone to help me with the luggage?
Reception : The porter will take them up in the lift and show you to your room.
Mrs. Smith : Right, thank you very much.
Escorting Guest
Receptionist : Please escort Mrs. Smith to her room. (Mrs. Smith is still carrying her bags).
Bellboy : Can I take those for you Mrs. Smith?
Mrs. Smith : Oh yes, thank you very much.
Bellboy : Is this all your luggage madam?
Mrs. Smith : Yes, thanks.
Bellboy : Your room is this way Mrs. Smith. (he opens the door).
Mrs. Smith : Thank you (the guest go in first).
Bellboy : Would you like me to explain the facility Mrs Smith?
Mrs. Smith : Yes, of course.
Bellboy : The light switch is here, this is the telephone, the water and the radio and the bathroom is just here. You have a balcony over there, with a nice view of the ocean.
Mrs. Smith : Good. That fine thanks.
Bellboy : If you need anything, just call reception.
Mrs. Smith : Yes, thanks.
Bellboy : I hope you enjoy your stay Mrs. Smith.
Mrs. Smith : Thank you. I'm sure I will.
Take Messages
Operator : Bali Beach Hotel. Good Morning.
Caller : Good Morning . Could I speak with Mrs. Clara Smith, please?
Operator : I beg your pardon, madam. Was what name Smith?
Caller : Yes, that's right.
Operator : May I know who is calling please?
Caller : This is Grace, Laura Grace. I'm her friend from room 202.
Operator : Thank you Mrs. Grace. Could you hold the line please madam? I'll put you though (no answer in the room). I'm sorry madam, there is no answer from room 403.
Caller : Could you try again please?
Operator : Yes, of course madam. One moment please. I'm sorry, there is still no answer. Would you like leave a message?
Caller : OK, just tell Mrs. Smith to meet me at the restaurant at 07.00 p.m. today.
Operator : OK, could I repeat your message madam?
Caller :Yes, of course.
Operator :You want to meet Mrs. Smith at 07.300 p.m. at the restaurant today.
Caller : Yes, that's right.
Operator : Well, I will pass on your message as soon as she is back. Thank you for the call.
Passing on Messages
Mrs. Smith : Hello, room 403.
Operator : Hello Mrs. Smith?
Mrs. Smith : Yes, that's right.
Operator : There is a message for you madam from Mrs. Grace at room 202. She would like to meet you at the restaurant at 07.00 p.m. today.
Mrs. Smith : OK, thank you.
Operator : You're welcome madam.
Managing complaints
Receptionist : Good morning, can I help you madam?
Mrs. Smith : Well, I hope you can. I'm in room number 403. I'm really annoyed with your service.
Receptionist : Are you? What's the problem madam?
Mrs. Smith : Well, yesterday I called the receptionist to send me an engineering to fix my bathroom. That's something trouble with the shower. But there is no engineering come until now. What kind of service does your hotel have?
Receptionist : I'm sorry madam. It's our mistake.
Mrs. Smith : Can I talk to your manager?
Receptionist : Certainly, Mrs. Smith. Could I just call my manager? Would you like for wait a moment?
Mrs. Smith : Yes, but just hurry up!
Receptionist : Mrs. Smith, this is Mrs. Joana. She is our manager.
Mrs. Joana : Mrs. Smith, I'm Joana. I've heard your complaint. And we are really sorry for this thing. I will make sure that this thing won't happen again to you . We will send our engineering to fix your shower.
Mrs. Smith : OK, I don't want this this happen again or I will check out right now. And I will give the worst impression for the service of your hotel!
Mrs. Joana : Yes, of course, madam.
Check Out
Cashier : Good morning madam. Can I help you?
Mrs. Smith : Yes, I'd like to check out now please.
Cashier : Could I have your room number please?
Mrs. Smith : Room 403
Cashier : That's Mrs. Clara Smith, isn't it?
Mrs. Smith : Yeah, that's right.
Cashier : We will prepare you account now, madam. We will only be a minute or two, if you don't mind waiting?
Mrs. Smith : Of course not.
Cashier : Here is your bill, madam. Would you like to check it?
Mrs. Smith : What is this 20.000 rupiah for?
Cashier : I'm sorry, we had to charge you for the broken window.
Mrs. Smith : Oh yes, that's right. I forgot, and what about this?
Cashier : That is for the drinks you ordered in your room on Monday madam.
Mrs. Smith : I'm sorry. I never ordered any drinks in my room.
Cashier : Are you sure Mrs. Smith. Sometimes it is easy to forget.
Mrs. Smith : Yes, I am quite sure.
Cashier : Well, I will check the bill with Room Service. If you would like to wait just a moment (she checks). I'm sorry, it is our mistake. The drinks were for room303, not for your room. I', sorry Mrs. Smith.
Mrs. Smith : Not at all. That's quite all right. We all make mistakes.
Cashier : How would you like to pay, by credit card or cash?
Mrs. Smith : I would like to pay by credit card.
Cashier : Well, so the amount of your payment is 9000.000 rupiah madam. Would you like to sign here?
Mrs. Smith : OK ( sign the bill). And here is my credit card.
Cashier : OK, thank you.
Here is yours, I hope to see you again next time, madam
List Of Names :
1. Mrs. Smith : Mega Savitri
2. Reservation : Sinta Mayland
3. Reception : Ardi Trianti
4. Bellboy : Widia Mahardiasa
5. TO : Yudiawati
6. Cashier : Punti Mahayanti
7. Manager : Athalia Yuthyka
8. Mrs Grace : Dwi Rusmayani
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