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Front office conversation | Dessy Indrianie

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RECEPTIONIST HOTEL CONVERSATION

MAKING RESERVATION HOTEL

RESERVATION BY PHONE

Conversation making reservation

Receptionist: Good morning. Welcome to The Grand Woodward Hotel.
Client:

Hi, good morning. I’d like to make a reservation for the third weekend in September. Do you have any vacancies?
R:

Yes sir, we have several rooms available for that particular weekend. And
what is the exact date of your arrival?
C:

The 24th.
R:

How long will you be staying?
C:

I’ll be staying for two nights.
R:

How many people is the reservation for?
C:

There will be two of us.
R:

And would you like a room with twin beds or a double bed?
C:

A double bed, please.
R:

Great. And would you prefer to have a room with a view of the ocean?
C:

If that type of room is available, I would love to have an ocean view. What’s the rate for the room?
R:

Your room is five hundred and ninety dollars per night. Now what name will the reservation be listed under?
C:

Charles Hannighan.
R:

Could you spell your last name for me, please?
C:

Sure. H-A-N-N-I-G-H-A-N
R:

And is there a phone number where you can be contacted?

C: Yes, my cell phone number is 555-26386.
R:

Great. Now I’ll need your credit card information to reserve the room for you. What type of card is it?
C:

Visa. The number is 987654321.
R:

And what is the name of the cardholder?
C:

Charles H. Hannighan.
R:

Alright, Mr. Hannighan, your reservation has been made for the
twenty-fourth of September for a room with a double bed and view of the
ocean.
Check-in is at 2 o’clock. If you have any other questions, please do not
hesitate to call us.
C:

Great, thank you so much.
R:

My pleasure. We’ll see you in September, Mr. Hannighan. Have a nice day

.

CHECK IN WITH RESERVATION

CHECK IN WITH RESERVATION (TRAVEL VOUCHER)

CHECK IN WALK IN GUEST

Conversation handling check in guest

Hotel: Good afternoon. Welcome to the Grand City Hotel. How may I help you?
Guest:
I have a reservation for today. It’s under the name of Hannighan.
Hotel:
Can you please spell that for me, sir?
Guest:
Sure. H-A-N-N-I-G-H-A-N.
Hotel:
Yes, Mr. Hannighan, we’ve reserved a double room for you with a view of the ocean for two nights. Is that correct?
Guest:
Yes, it is.
Hotel:
Excellent. We already have your credit card information on file. If you’ll just sign the receipt along the bottom, please.
Guest:
Whoa! Five hundred and ninety dollars a night!
Hotel:
Yes, sir. We are a five star hotel after all.
Guest:
Well, fine. I’m here on business anyway, so at least I’m staying on the company’s dime. What’s included in this cost anyway?
Hotel:
A full Continental buffet every morning, free airport shuttle service, and use of the hotel’s safe are all included.
Guest:
So what’s not included in the price?
Hotel:
Well, you will find a mini-bar in your room. Use of it
will be charged to your account. Also, the hotel provides room service,
at an additional
charge of course.

Guest:
Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the
elevator on the right up to the fourth floor. Turn left once you exit
the elevator and your room
will be on the left hand side. A bellboy will bring your bags up
shortly.
Guest:

Great. Thanks.
Hotel:

Should you have any questions or requests, please dial ‘O’
from your room. Also, there is internet available in the lobby 24 hours
a day.
Guest:

Ok, and what time is check-out?
Hotel:

At midday, sir.
Guest:

Ok, thanks.
Hotel:

My pleasure, sir. Have a wonderful stay at the Grand City Hotel


HANDLING CHECK IN (WALK IN GUEST)

R : Good evening sir.

Can I help you?
G : Good evening. What the name of this hotel?
R : The name of this hotel is “Rose Hotel”.
G : I think Rose hotel is beautiful name.
R : Thank you
G : You are welcome. Is there any room vacant?
R : Yes there is.
G : I want to reserve a room. May I see the room, first?
R: Of course.
G : I would like room with a bath. By the way, Have you a room looking on the
garden ?
R : Yes, I have. Excuse me sir, May I know your name?
G : Yes, I will introduce my self. My name is Mr.Justin Dale. I come from
California. I am a Vice President.
R : May I write your telephone?
G : OK. You can write. 805 963 9171
R : Thank you for your information Mr. Justin.
G : I am staying two nights in this hotel. How much does it cost per night?
R : You must pay Rp. 500.000,- per night
G : OK! May I have meals in this hotel?
R : Of course sir.
G : What’s my room number?
R : Mr. Justin your room is number 202. This
is envelope inside completed with ID card and your breakfast voucher for tomorrow
morning.
G : yes thank you. Will you have our bags sent up?
R : Yes, oue bellboy will escort you to your room now..
G : OK Thanks.
R : Mr. Justin I hope you nice stay with us. If you have some trouble, don’t
hesitated to contact us. Please dial number 103 our reception will help you. Thank
you very much
G : You’re welcome

Check-in by Travel Voucher conversation

R : Good moring, welcome to edotel Malang. How may I assist you?

G : Good moring, I’d like to stay in your hotel for today

R : Excuse me, may i know your name please, madam?

G : My name is Sintawati from Jakarta

R : One moment please, I’ll check your reservation (The receptionist checking the reservation in the expected arrival list to fint out detail the guest).

Yes, Mrs. sintawati your name is our list. you booked 1 junior deluxe for 2 night. you have special request need a fruit basket and the payment will be paid by NATA Tour and Travel. is that right, madam?

G : Yes, that’s right

R : Excuse me, may I borrow your ID card, madam?

G : Of course. (give the ID to the receptionist)

R : Excuse me, can you sign here and please write your phone number madam?

G : Yes i can

R : Mrs. sintawati your room is number 102. This is your envelope included completed wih ID card and your breakfast for 2 person tommorow morning. anything else, madam?

G : No thank you. will you have our bags sent up?

R : Yes, our bellboy wil escort you to your room now.

Belbboy please!!

please escort Mrs. sintawati to her room number 102, this is the guest key and the guest card.

B : Yes, madam

R : Mrs. sintawati, i have you nice stay with us. If you some trouble don’t he hesitated to contact us. Please dial number 103 our receptionist will help you. Thank you

G : You’re welcome

GUARANTEE LETTER

PT. BIRU LANGIT

Jl. brawijaya no. 60 Bandung

Tepl/Fax : 0321-5656000/0321-5656001 website:www.birulangit.co.id

RE : Guarantee Letter

To :

Front Office Manager

Grand City Resort

Jl. Arumdalu no. 01-05 Batu-Malang

Dear sir/mam,

Regarding
the aggrement between us about the accomodation here in after would be
recommended to my guest stay in you hotel. The guest under specification
as follows :

Name : Mr. Andriek Yudha

Position : General Manager

Type of room : 1 President suite room

Number of person : 1 pax

Room rate : 2.250.000/nett

Arrive date : January, 12, 2013

Departure date : January, 16, 2013

Special request : Non smooking floor & quit room, the room is view mountain, and fruit basket

During his stay room and all facilities will be paid by our company.

December, 19, 2012

Sincerelly yours

Mrs. Dessy Indriani

President director

contoh : Guarantee letter form



HANDLING GUEST COMPLAINT

By: Gary Willhite

Break Studios Contributing Writer

How to handle hotel guest complaints is through attentiveness. Such
attentiveness requires the obvious, which is attention, along with
genuine sensitivity and substantiation. When a guest believes there is
cause to lodge a complaint, the expectation of an effect exists. Almost
all guest compliments are received by the hotel’s front desk staff. As
hotels constitute a major portion of the hospitality field, excellence
in customer service for guests is an industry standard. While a hotel
provides accommodations, it is at the discretion of front desk staff to
provide guest services. These services also encompass the occasional
opportunity to resolve hotel guest complaints.

To handle hotel guest complaints, you will benefit from a familiarity in or with:

  • Knowledge of relevant hotel policy
  • Front desk guest parameters
  • Managerial resources
  • Maintenance access
  • Customer service
  • Resolution expertise
  • Retention skills
  • Diplomacy
  • Patience
  1. Listen attentively to the hotel guest’s complaint. It
    is important for a desk clerk—or any other member of the hotel’s
    staff—to make eye contact upon listening to the guest. The desk clerk
    should maintain serious facial expression, and poise in posture that
    demonstrates attention. Avoid any temptation to interrupt or interject
    while the guest is voicing a complaint. This strategy shows respect to a
    guest that is dissatisfied, while it enables the desk clerk to
    understand the problem.
  2. Identify with the hotel guest. Rather than to express
    an all-so-common, “I am sorry,” sincerely acknowledge with a full
    apology for the guest’s unfortunate experience or inconvenience.
    Apologizing does not reflect upon a desk clerk’s representation, though
    rather and appropriately on the behalf of the hotel. When a hotel
    representative identifies with the guest, an opportunity to establish
    communication and confidence is possible.
  3. Assess the complaint. In a proactive manner,
    substantiate any circumstance or issues that are adversely impacting the
    guest’s hotel stay. In a feasible fashion, promptly advise this guest
    that a solution to the problem will be sought. Display sensitivity, and
    inquire of the guest if any form of temporary comfort or convenience may
    suffice while this complaint receives attention. If at all possible,
    deliver on what the guest may temporarily request. Should the interim
    request be impossible to provide, suggest other momentary alternatives
    that are available.
  4. Consider the guest’s complaint. Quickly categorize
    the complaint as to its origin—essential, amenity or service. Determine
    how the complaint ranks in its severity. Decide the best course of
    action to seek a resolution. Contemplate if such a complaint is within
    the scope of the hotel’s front desk to resolve, or will it necessitate a
    more extensive or external option.
  5. Plot the course towards resourceful action. Use the
    origin of a guest’s complaint to seek resources. Decipher if the nature
    of the matter is a housekeeping, maintenance, amenity, or service issue.
    Draw upon a responsible hotel source that correlates with whatever
    matter is at cause for the complaint.
  6. Delegate a complaint to the appropriate resource. For
    an optimum resolution, immediately make all possible efforts to contact
    the appropriate member of hotel personnel. Upon reaching the applicable
    staff member, thoroughly, though concisely, explain the guest’s
    complaint. Inquire of the responsible staff member as to how the issue
    will be resolved, and the approximate time that it may take to remedy
    such a posed situation.
  7. Apprise the guest of action. Advise the
    inconvenienced guest as to how this hotel is progressing to resolve an
    unacceptable situation. Should the scope of the problem be excessive in
    either scope or time frame, then take a different course of action, and
    accommodate the guest.
  8. Compensate for the hotel’s mishap. When a guest’s
    complaint has been addressed and resolved, do not let the inconvenience
    pass without retribution. Dependent upon the infraction, present this
    guest with extra amenities, service, upgrade, or even an additional
    night’s stay. Through such an ethical act of hospitality, both guest
    retention and satisfaction are achieved.
  9. If circumstances are at an extreme, exercise alternative options. Should
    the complaint, upon validation, be to the extremes that exceed a
    reasonable remedy, relocate the guest to equal or greater
    accommodations—without any further charges


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