BASIC PROCEDURES IN TAKING RESERVATIONS (walk-in)
Reservation Clerk : SMACP HOTEL Good Morning/Good Afternoon, this is Karen how may I help you?
Guest: yes, Good morning/Good Afternoon too, I would like to make a reservation?
Reservation Clerk: yes maam/sir, May I have the date of your reservation? And the type of room you want to
reserve maam/sir?
Guest: is there any available room on July 13, 2023,? I preferred a De Luxe Room?
Reservation Clerk: ok Maam/sir, I’ll just check if there’s an available de luxe room on July 13,2023, One moment
please….
Guest: Ok! Thank You
Reservation Clerk: thank you for waiting maam/sir, ..the de luxe room is available on July 13,2023
****if the date is available, and the guest has no idea about type of room he/she wants to avail,
suggestive selling must proposed to guest..
Reservation Clerk: thank you for waiting maam/sir, there is an available room on July 13,2023..what type of room
do you preferred maam/sir?
Guest: ok…what type of room could you offer to me? Because I have no idea and this is my first time to have my
staying in such like this hotel.
Reservation Clerk: ahh..ok maam/sir…we have the standard Room, superior room, de luxe room and suite room
(Give the description each type of room)
Example: we have the De luxe room, the finest room it cost P 3000 peso only for overnight accommodation with
free breakfast and welcome drinks..the facilities we have is king size bed, air condition unit, high end television,
large closet, table with chairs, a bathroom with bath tub, and complete amenities in bathroom.
(Give the description of Standard, Superior, suite room)…..
Guest: ok , I preferred De Luxe Room,
Reservation Clerk: ok ma’am, ……may I have the name of the Guest?
Guest: ok..my name is TREY MANITI
Reservation Clerk: maam\sir, Can I ask for your valid id for verification
Guest: yes!
Reservation Clerk: may I have your address and your contact number?
Guest: my address is Mexico Pampanga and my contact number is 123456789
Reservation Clerk: for how many person will be arriving?.
Guest: just by myself
Reservation Clerk: what time will you arriving ma’am/sir And how long you’ll be staying in the hotel?
Guest: around 2pm and overnight only
Reservation Clerk: as our hotel offer a club membership can ask if you want to avail our membership?
If you avaik our membership for only 1500 peoes you will be having a 20% discount with our hotel club amenities
and with our restaurants
Do you wishto avail sir>
Guest: No thanks, but perhaps in my next visit
Reservation Clerk: ok Ma’am/.sir, the total charge in your de luxe room is 3,000 for overnight stay in the hotel.
How would you like the bill to be settled ma’am?
Guest: ok..il just pay in cash
Reservation Clerk: Ok Ma’am, …… we wish to confirm your reservation Ms. ABYGALE KOH on March ___. Your
preferred room is deluxe with king size bed at a rate of 3000 for overnight accommodation, expecting to arrive on
March ___ at 2pm. The guest bill will be settled through cash.
Ma’am, just to inform you if you are not yet check in not later than 6pm the hotel policy has the right to
give the room to wait listed clients. (non-guaranteed Reservation) …
Thank you for Business and have a nice day!....
****Remarks if there’s any special request
Guest: can I have a special request? Is it possible to have my room facing the bay view?
Reservation Clerk: ok Ma’am Il just note here that your requesting room is a overlooking the bay view. Anything
else ma’am?
Guest: nothing else…
Reservation Clerk: Ok Ma’am, we wish to confirm your reservation Ms. ABYGALE KOH on March ___. Your
preferred room is deluxe with king size bed at a rate of 3000 for overnight accommodation, expecting to arrive on
March ___ at 2pm. And your requesting to have your room facing the bay view. The guest bill will be settled
through credit card.
Thank you for calling and have a nice day!....
CHECK–IN PROCESS
Front Desk Agent: good morning/ good afternoon! Welcome to SMACP Hotel…how may I help you?
Guest: I made a reservation……..
Front Desk Agent: may I have your name ma’am/sir?
Guest: my name is Damian Trey
Front Desk Agent: (checking in a computerized Front Office System)………………….
Mr,. Damian , we have a confirmed booking for you, for verification ma’am, your family name is Maniti,
spelled out as MANITI, is that right Sir?..you will be staying for overnight and your departure will be on July 14,
2023 . Your room is de luxe room and your booking is will be paying through cash. May I request you to further
check details in your registration form and to sign your name?
Guest: ok!
Front Desk Agent: may I have your cash ma’am?......i received 3,000 pesos…
(going back to the computer take a note that the guest is fully paid…)
Front Desk Agent: this is your Hotel ID with the room number 7 and Room Key Mr. Damian. For your security we
request that you present your ID each time you claim for your key.
Call for a bellboy: good morning! May I ask 1 bellboy to assist our guets?......ok thank you!
Mr. damian, your Room is on second Floor, our bellboy will accompany you to your room
Have a nice day Mr.damian. We hope you will enjoy your stay with us. Don’t hesitate to call the Front
Desk should you need any assistance.
CHECK –OUT PROCESS
FRONT DESK AGENT: good morning/good afternoon ma’am/Sir!..may i help you?
Guest: I’m going to check out..
Front Desk Agent: may I have your name and room number? ( Then pull out her guest folio where all his/her
records consumption are kept)
Check for any last-minute additional charges not yet posted ( such as restaurant, bar, and long distance calls)..if
there’s any charges…ask how the guest wishes to settle her balance/account (then do the process of payment if it
is cash or credit card and give the receipt to the guest)..after the payment…..
……..Ma’am may I request you to sign here in Guest Folio so that everything is cleared..
Front Desk Agent: may I have your room key?....Ms. Koh do you have any plan of coming back?..would you like us
to make advance reservations for you?..
Guest: non so far….
Front Desk Agent: thank you very much Ms. Koh for choosing our Hotel for your accommodation. We
hope to see you again. Have a pleasant and safe journey..
