HANDLING GUEST REQUEST:

Guest Calling:
Housekeeper: Good morning. Thank you for calling Housekeeping Department this is Your Name. How
may I help you?

Guest: Good morning. I would like to request a towels

Housekeeper: Yes ma’am, but before anything else, may I know your name and your room number?

Guest: This is Ms./Mr. _____ from room 206.

Housekeeper: Yes ma’am. Your name is Ms./Mr._____ from room 206 and you’re requesting a towel. By
the way Ma’am what time would you like me to deliver your request?

Guest: I want it to be delivered at 10 A.M in the morning.

Housekeeper: Okay Ms./Mr. _____ is there anything else that I can do for you Ms./Mr. _____?

Guest: Nothing else.

Housekeeper: If none, thank you for calling housekeeping department. Enjoy your stay and have a nice
day.

DELIVERING THE GUEST REQUEST:

* Knock the door and introduce yourself *

Housekeeper: Housekeeping!

* Guest opens the door *

Housekeeper: Good morning Ms./Mr. _____. This is Your Name from housekeeping department and I
am here to deliver the towel that you requested. May I come in?

Guest: Come in!

Housekeeper: Excuse me Ma’am/Sir. Would you like me to close the door or leave it open?

Guest: Just close the door.

Housekeeper: Excuse me Ma’am/Sir. Where do you want me to put your towel?

Guest: Put it on my table.

Housekeeper: Is there anything else that I can do for you Ma’am/Sir?

Guest: Nothing else. Thank you.

Housekeeper: Thank you, Ma’am/Sir, for calling housekeeping department. Enjoy your stay and have a
nice day

COLLECTING ITEMS FROM THE GUEST:

* Knock the door *

Housekeeper: Housekeeping!

Guest: Yes, what is it?

Housekeeper: Good morning, Ma’am/Sir. I’m sorry to disturb you. I’m Your Name from housekeeping
department and I am here to pick up the towels that you have requested. Is it okay to come in?

Guest: Sure, no problem.

Housekeeper: Thank you, Ma’am/Sir,

Guest: Here’s the towels.

* Give the form to the guest to sign the form to indicate that you have collected the item

* Pick up the towel *

Housekeeper: Thank you, Ma’am, and again I’m sorry if I may disturb you. Have a nice day!

HANDLING GUEST COMPLAIN:

* Guest calling *

Housekeeper: Good morning, Housekeeping Department how may I help you?

Guest: I’m having a hard time staying in this room, It’s very dusty.

Housekeeper: We’re very sorry Ma’am/Sir for the inconvenience. Can i get your name and room
number and how would like for us to solve the matter.

Guest: I’m Ms./Mr. _____ from room 206. Please, send someone to clean my room or transfer me to
another room.

Housekeeper: Okay ma’am/sir we will send someone to clean your room in 5 minutes, if necessary, we
will transfer you to another room. Is there anything else that I can help you with ma’am/sir.

Housekeeper: Okay Ms./Mr., ____ for verification you’re from 206 and requesting for a room attendant.
Did I hear it correctly Ma’am/Sir?
Guest: Yes, that’s right

Housekeeper: Please let us know if you need anything else again, we sincerely apologize for the
inconvenience this may have I caused you. Thank you for calling.

RESOLVING GUEST COMPLAIN:

*Knock the door*

Housekeeper: Housekeeping!

Housekeeper: Good morning, Ma’am/Sir, I’m Your Name from housekeeping department and I am here
to clean your room.

Guest: Come in and please clean my room as fast as you can.

*Clean the room**

after cleaning the room*

Housekeeper: I’m done cleaning your room Ma’am/Sir. Is there anything else that I can help with you.

Guest: Please do better next time.

Housekeeper: Yes ma’am/sir and again we apologize for the inconvenience. Please, let us know if you
need anything else. Enjoy your stay.

Guest: Okay, Thank you!

 Script for Butler/Valet
Arrival of the Guest:

B: Good Morning Ma’am/Sir! Welcome to Royal Hotel, my name is _____, I am your personal

butler for your whole stay here in our hotel.

G: Hello, Good Morning.

B: Please come in Ma’am/Sir and wait in the lobby area. Let me assist you to the front desk.

May I carry your luggage?

G: Sure! Thanks.

B: Before anything else ma’am, do you have fragile things inside your luggage so that I can put

a fragile sticker on it?

G: Oh! No, there’s no need for you to put a fragile sticker on my luggage.

After checking – in:

Carry the guest’s luggage and escort to the room

B: Ma’am/Sir, let me escort you to your room.

G: Yes sure!

B: Before we arrive to your room, allow me to explain our hotel facilities. Breakfast will be

available at the Restaurant located at Lobby level from 6:00am to 10:00am. We also have Café

and Business Center at Lobby level. Our meeting rooms are located on the 2nd floor, the

swimming pool, spa and fitness center are on the 5th floor. Let us know if you need to make

reservations for our hotel facilities.

G: Yes. Thank you for the information

Room Familiarization:

B: We are in front of your room, Ma’am/Sir. May I have your key for me to open the door for

you?

G: Sure. Thanks!

After entering the room:

B: Have a sit Ma’am/Sir. So, where do you want me to put your luggage Ma’am/Sir? on the bed or on the luggage
rack?
G: Kindly put the luggage on the luggage rack.

B: Ma’am/Sir, allow me to explain the room facilities. You have safety deposit box inside the

wardrobe. You also have a mini bar, if you want to consume snacks/drinks, don’t forget to fill the

mini bar list. This is the remote control for your television channel list. You have a view to the

city, and this is your bed side lamp. Telephone to make an outgoing call, press 0 for operation

assistance, 1 for housekeeping, 2 for laundry, and 3 for room service. This is your air

conditioner, and lastly, this is your bathroom, for the water tap, red button for hot water and blue

for cold water.

G: Alright. I will ask you again if I forgot.

B: It is my pleasure, Ma’am/Sir.

Unpacking of clothes:

B: Ma’am/Sir, may I unpack your clothes and place it in the cabinet.

G: Yes, you can.

B: Okay Ma’am/Sir.

After unpacking:

B: I am done unpacking your clothes Ma’am/Sir. Is there anything else I can do to assist you?

G: No, I think that’s enough. Thank you so much.

B: It’s my pleasure Ma’am/Sir, if you need further assistance during your stay with us, do not

hesitate to contact me with speed dial 1100.

G: Okay. Thank you.

Pick up guest laundry:

B: (Knock the door 3 times) Good morning, butler/valet service please…

G: Come in please…

B: Good morning Ma’am/Sir. Do you have any laundry for today?

G: Yes … please take it beside my bed.

B: Certainly Ma’am/Sir. Could I check your laundry first?

G: Yes please…
B: Well Ma’am/Sir. You have 2 shirts and 2 pair of trousers. The total is 4 pcs. Is that correct?

G: Yes … correct…

B: May I know what is special instruction do you want? In our hotel we have washing, dry

cleaning and pressing only.

G: Washing please…

B: May I know what kind of service do you need? We have Regular service, express service

and emergency service.

G: Could you explain to me about the service?

B: Certainly Ma’am/Sir. If you want regular service, your laundry will collect before 10 AM, and

will be return after 5 PM in the same day. Collection after 10 AM will be return next day after 5

PM. The price is normal price with 10% tax and service.

If you want express service, the last collection is 12:00 noon, your laundry will finish in 6 hours

with 50% additional charge + 10% tax and service. And the emergency service is the last

collection at 2:00 P.M. and your laundry will finish in 3 hours with additional charge 100% + 10%

tax and service. With one do want Ma’am/Sir?

G: emergency please..

B: Alright Ma’am/Sir. What kind of finishing do you want? Folding, on hanger or shirt starched?

G: On hanger please…

B: Alright Ma’am/Sir. May I repeat your request?

G: Yes please..

B: Well Ma’am/Sir. You have 4 pcs of laundry. 2 Pcs shirts and 2 pcs pants. You want washing

and emergency service with shirt and trouser on hanger. Is that correct?

G: Yes.. correct..

B: Alright Ma’am/Sir, thank you so much for your laundry. I will proses your laundry as soon as

possible and will deliver to you approximately at 3 hours later. If you need any information,

please call us by dial number 3 from your telephone.

G: Alright … thank you for your service..

B: With my pleasure Ma’am/Sir Have a nice day…

Deliver guest laundry to the room:

B: (knock the door 3x) Valet service please …

G: Come in please…

B: Good afternoon Ma’am/Sir … I would like to deliver your laundry. Would you like to check

your laundry Ma’am/Sir?

G: Yes … it’s good … may I know how much I must pay?

B: Well Ma’am/Sir. I would like to explain to you about your laundry bill. The charge for 4 pcs +

10% tax and service is Php 1,500.00. Due to you want emergency service, the additional charge

for it is 100% from your amount. So, the grand total is Php 2,000.00.

G: Alright …

B: Excuse me Ma’am/Sir, Could I have you signature over here please?

G: Sure … (sign the bill)

B: Thank you so much Ma’am/Sir. Is there anything else?

G: No… thank you…

B: Well… thank you so much for your trust and interest Ma’am/Sir. If you need any further

assistance, don’t be hesitate to call us by dial number 3 to laundry service.

G: Thank you for your service.

B: With my pleasure Ma’am/Sir, have a nice day

Packing of clothes:

B: Good Morning Ma’am/Sir. I am here to pack your clothes.

G: Okay.

Start unpacking then after unpacking:

B: I am done unpacking your clothes Ma’am/Sir.

G: Thank you

Assist the guest to the front desk to check out. After check out…

B: This way to the parking lot, Ma’am/Sir.

After putting the luggage to the compartment

B: Thank you for staying with us, Ma’am/Sir. We look forward seeing you to your next check in.

Have a good day!