Hospitality Management (Front Office)

Receptionist and Guest Conversation Example

Scenario: One afternoon, a male walk-in guest arrived in a double star hotel. The       Security guard opens the door and greeted him and the guest goes directly to the Front Desk.

Receptionist: (Welcoming the guest) Good Afternoon, Sir. Welcome to Island Life Hotel. My name is Adrian. How may I help you?

Guest: Good afternoon. Ahmm, I would like to stay here, Sir.

Receptionist: Do you have any reservation before, Sir?

Guest: No

Receptionist: Well, may I know the type of room that you want, Sir?

Guest: I want a room that is good for a solo traveller.

Receptionist: We have a single room, Sir. The room has a window view facing the beach and nearby islands, air-conditioned, a small table with chair, bathroom with hot and cold running water, a single door wardrobe, a vault where you can put your valuable things, and a Telephone.

Guest: That's fine. Sounds good. Ahmm, how much would it cost?

Receptionist: How long would you stay, Sir?

Guest: Two days only.

Receptionist: For two days, it will cost 2,879 Pesos, Sir.

Guest: Ahmm, do you have a discount?

Receptionist: We can make your first stay here more enjoyable, Sir. For 2,879 Pesos worth of your room, you can also enjoy to our highland resort with pool. You will get free of charge of the cottage and entrance fee for a day.

Here is the travel brochure of our resort, Sir.

(The guest saw the picture of the restaurant.)

Guest: Nice... The foods here are included?

Receptionist: If you wish to eat there, Sir. You are going to add 250 Pesos in your room costs.

Guest: Okay, I'm fine with the first one.

Receptionist: Well, Sir. Kindly fill this registration form. Here is the pen.

The guest finish filling up. And he give back to the receptionist.

Receptionist: Thank you very much, Mr. Reyes. May I know about the payment, will you pay Cash or Credit Card?

Guest: by Cash

Receptionist: I will take now your payment, Mr. Reyes. 2,879 Pesos with full guarantee payment of 2 night stay and free of charge to Island Life Highland Resort; the cottage and entrance fee without food.

Guest: Just a moment...

Receptionist: I received 3000 Pesos Cash, Mr Reyes.

Here is your change Mr. Reyes, 121 Pesos.

Guest: ahm... how to go to the resort?

Receptionist: The resort is Located in Balugo, Sibulan. 20 Minute motorcycle drive away from here. You will not get lost, Mr. Reyes because there is a map going there at the back of the brochure. And also, that brochure serves as your pass in the resort.

Guest: Okay, thank you so much.

Receptionist: You're welcome, Mr. Reyes. Your room number is 303, the room rate is PhP 2,879 with free cottage and entrance fee to Island Life Highland Resort. Your departure time is May 8, 2020. The check out time is on May 10, 2020 at 2 in the afternoon.

Guest: Thank you for the information.

Receptionist: Here is the key card and that brochure as your pass in the resort. If you need more information please dial 1 from your room telephone or you can come here in the front desk. Anything else, Mr. Reyes?

Guest: All fine. Thank you.

Receptionist: You're welcome. Here is Jay to guide you to your room. 

Thank you so much and please enjoy your stay in our Hotel, have a great day! Mr. Reyes.

Guest: Thank you.

(The bellboy (Jay) carries the heavy bag of the guest and led to the guest's room.)