CONVERSATION HOW TO HANDLE GUEST’S REQUEST (Taking order by phone)
1. It’s 10 am. A guest calls housekeeping service.
2. Mr. Peter requests one extrabed for 5 nights. It is US $ 10 per night, iron and iron board is free of
charge.
3. His room number is Jempiring 1.
OT: Good morning, housekeeping service. Adi’s speaking. How may I assist you?
G: Good morning, I’m Peter. I would like to request one extrabed, because my uncle will come and stay
wih me.
OT: All right Mr. Peter. May I know your room number, please.
G: Yes my room number is Jempiring 1. How much will pay for the extrabed?
OT: For the extrabed you must pay U$ 10 per night. It will be added to your guest’s bill.
G: It’s okay
OT: How long will you use the extrabed, Sir?
G: I will use the extrabed until i checkout in this hotel. It is for 5 nights.
OT: All right, anything else, Sir?
G: I need an iron and iron board. Will I pay for it?
OT: No, you won’t. It’s free of charge, Sir. You can borrow it during your stay in our hotel
G: Thank you very much.
OT: You’re welcome. May I repeat your order, Sir?
G: Yes please.
OT: Well Mr. Peter, your room number is Jempiring 1. You.ve ordered one extrabed for 5 nights, and
iron with ironboard. Was that right, Sir?
G: All right, Mr. Peter our butler will set up your extrabed and give you iron and ironboard as soon as
possible.
G: Thank you very much for your help.
OT: You’re welcome, Sir
G: Thank you very much for your help.
OT: You’re welcome, Sir. Thank you for your calling. Have a nice day.
G: You too.
G: Guest
OT: Order Taker
HANDLING GUEST’S REQUEST BY PHONE
OT: Good morning, Order Taker. Adi’s speaking. How may I assist you?
G: Good morning, I would like to request a hairdryer
OT: All right Sir, May I know your name and your room number, please.
G: Yes, I’m Punduh and my room number is 201. How much will I pay for the hairdryer?
OT: Well Sir, It’s free of charge, You dont have to pay for it. How long will you use the hairdryer, Sir?
G: I will use the hairdryer until i check out in this hotel. It is for 5 nights.
OT: All right, anything else, Sir?
G: No, Thank you.
OT: You’re welcome. May I repeat your request, Sir?
G: Yes please.
OT: Well Mr. Punduh, your room number is 201. You’ve requested a hairdryer for 5 nights. Was that
right, Sir?
G: Yes that’s right
OT: All right, Mr. Punduh we will send the hairdryer soon.
G: Thank you very much for your help.
OT: You’re welcome, Sir. Thank you for calling. Have a nice day.
G: You too.
RA: (Room attendant) send the hairdryer up right away.
Tugas MLHK
Make a conversation of handling guest’s request by phone based on the case given!
Guest : Mr. Punduh in room 201 called order taker at 10. Am. He requests a hairdryer.
Order Taker : The hairdryer is free of charge. But if it is broken during the use by the guest , the guest
will be charged 20$.
Tugas MLHK
XI AP3 jam (1-2)
XI AP4 jam (5-6)
XI AP1 jam (7-8)
Catatlah percakapan di bawah ini dan jawablah soal di bawahnya!
RA: (Room attendant) sends the hairdryer up right away.
G : Guest
RA : Room Attendant
RA : Good morning, room attendant, please. (Knocking the door three times)
G : Yes, come please
RA : Excuse me, Good morning Mr. Punduh, I am sorry to disturb you, I am as your room
attendant. I’d like to confirm that you have requested a hairdryer and you will use it
during your stay in our hotel. Was that right, Mr. Punduh.
G : Yes, that’s right
RA : Before I put it, I’d like to explain how to use it.
First of all, Always ensure the switch is set off position before plugging the unit in the
power outlet
Then, adjust the desired blowing strength
Position 0 means off
Position 1 means half power, medium temperature for gentle drying and styling
Position 2 means full power, high temperature for quick drying
Then, use the high setting for drying hair, and use low setting for styling
Next, should the hair dryer stop working for any reason, turn it off at once and let it cool
down
Finally, always ensure the switch is set off position before plugging the unit in the power
outlet
Is everything clear, Mr. Punduh?
G : Yes I got it. It’s clear enough for me.
RA : Excuse me, Where do you want me to put the hairdryer Mr. Punduh?
G : (In the wardrobe, Bed side table, Bathroom, on the bed....................)
RA : All right, Sir I am going to put it in the...................................
G : Yes, please
RA : Well Mr. Punduh, I am happy to tell you that this facility is free of charge but we are
very sorry to tell you that if there is any problem with the hairdryer we will charge you
US$ 10. If you need any assistance during your stay here, please don’t hesitate to
contact us by dialing number 2 by the phone in your room. Is there anything else, Mr.
Punduh?
G : No, Thank you
RA : Thank you very much for staying here (shaking hand). Have a nice stay. ( Room
Attendant leaves the room and closes the door slowly)
Answer the questions briefly!
1. What do you say to confirm a request?
2. What do you say to close the conversation?
3. Look the steps of using the hairdryer! What is the second step?
4. Where do the guest usually want you to put the hairdryer?
5. Why the hotel charge the guest when the guest broke it during the use?
