Below is a sample of dialogue between a guest and a receptionist based on a Target Needs Analysis study.
Assume that you are the latter, while your teacher the former. Rehearse and be ready to perform this with your
teacher.
HOTEL RESERVATION
RECEPTIONIST: Thank you for calling Radisson Hotel, this is Zoe, how can I help you today?
GUEST : Hi! I’m calling to make a reservation at your hotel, please.
RECEPTIONIST : Sure, I’ll be happy to assist you with that. When will be your check-in and check-out
dates, please?
GUEST : I will be checking in on the 28th of March and checking out on the 3rd of April.
RECEPTIONIST: Alright, so this is going to be for a five-night stay, checking in on the 28th of February
and checking out on the 3rd of March, correct?
GUEST : Yeah, that’s right.
RECEPTIONIST: How many rooms do you need and for how many adults and kids?
GUEST : Well, I want to book two rooms for two adults and three children. Do you have any
availability for connecting rooms?
RECEPTIONIST: Upon checking here in our system sir, as of the moment, we do not have any availability
for connecting rooms but the good news is, I can still reserve two rooms for you side by
side each other. Will you need two beds for both rooms?
GUEST : No, I need only one bed in the first room and two beds in the second room.
RECEPTIONIST: Got it. Will non-smoking rooms work for you?
GUEST : Yeah, definitely, and one more thing, do you by chance serve breakfast every morning?
RECEPTIONIST: Yes, we surely do. We serve continental breakfast, available from 6:00 to 10:00 in the
morning and it is inclusive in the rate. So let’s go ahead and book this. What name should
I place under this reservation?
GUEST : Great! Please place both rooms under my name, Juan Dela Cruz.
RECEPTIONIST: Alright, let me just make sure I spelled out your name correctly to avoid problems during
your check-in day. That’s JUAN: Juliette, Uniform, Alpha, November, right?
GUEST : Yes.
RECEPTIONIST: Okay, and DELA CRUZ is like Delta, Echo, Lima, Alpha, Charlie, Romeo, Uniform,
Zulu, correct?
GUEST : You got it.
RECEPTIONIST: Alright, and would you like to pay this reservation upfront with a credit card or pay cash
upon check-in?
GUEST : I would like to pay it upfront.
RECEPTIONIST: Okay, is that a VISA or a MASTER CARD
VISA – 16 digits, starts with no. 4
MASTER CARD – 16 digits, starts with no. 5
GUEST : I will be using my VISA card.
RECEPTIONIST: I’m ready for the numbers whenever you are.
GUEST : The credit card no. is 4007841387449035.
RECEPTIONIST: The expiration date of the card, please.
GUEST : The expiration date is on December 6, 2009.
RECEPTIONIST: The four-digit code found at the back of the credit card.
GUEST : It’s 5062.
RECEPTIONIST: Lastly, what is the name printed on the credit card?
GUEST : It’s under the same name, Bill Gates.
RECEPTIONIST: Thank you. So, let me just give you a quick recap before we confirm this reservation.
GUEST : Okay, go ahead.
RECEPTIONIST: This is a five-night stay at the Radisson Hotel located at 6132 Gravel St., Canelar,
Zamboanga City, Philippines. The check-in date is on the 28th of February and checkout
is on the 3rd of March. This reservation is for two adults and three children. You need two
non-smoking rooms, side by side each other, with only one bed in the first room and two
beds in the second room. Both are placed under the name Bill Gates.
You must be 18 years old and above to check in and please bring a valid ID with you.
The room costs 1,200 php each. The total charge for both rooms is 2,400 php including
taxes and fees. With your full permission, I will now go ahead and book this, okay?
GUEST : Okay, go ahead.
RECEPTIONIST: Booking is complete so, will there be anything that I can help you with today?
GUEST : Nope.
RECEPTIONIST: Alright. I think everything is set and you’re good to go. Thank you for calling Radisson
Hotel, have a great day.
GUEST : Bye.
