Front Office Reservation Script (for Walk-in Guests)
1. Greeting and Introduction
FOS:
“Good [morning/afternoon/evening], welcome to [Hotel Name]. How may I assist you today?”
2. Guest Request
Guest:
“I’d like to make a reservation.”
FOS:
“Of course! May I please have your full name?”
3. Collect Guest's Full Name
Guest:
“[Guest’s Full Name]”
FOS:
“Thank you, [Guest’s Full Name]. Could you provide your expected arrival and departure dates?”
4. Collect Arrival and Departure Dates
Guest:
“I’ll be arriving on [Arrival Date] and leaving on [Departure Date].”
FOS:
“Great, and how many adults and children will be staying?”
5. Collect Number of Adults and Children
Guest:
“Two adults and one child.”
FOS:
“Thank you. What type of room or bed configuration would you prefer?”
6. Collect Room Type and Number of Rooms
Guest:
“I’ll need one deluxe double room, please.”
FOS:
“Noted, and how many rooms would you like to reserve?”
7. Collect Number of Rooms
Guest:
“One room.”
FOS:
“Thank you. Do you have the name of the company or organization you're booking through?”
8. Collect Company Name (if applicable)
Guest:
“I’m not booking through a company.”
FOS:
“Understood. What will be your mode of payment for this reservation?”
9. Collect Mode of Payment
Guest:
“I’ll be paying by credit card.”
FOS:
“Thank you! Do you have a booking reference number, or is this a new reservation?”
10. Collect Booking Reference
Guest:
“This is a new reservation.”
FOS:
“Noted. What is your expected time of arrival?”
11. Collect Expected Time of Arrival
Guest:
“I’ll be arriving around 3 PM.”
FOS:
“Thank you. Is there anything else we can assist you with, such as special requests or preferences?”
12. Collect Special Requests
Guest:
“Yes, could you ensure I have a quiet room?”
FOS:
“Of course, I will make that request for you. Let me quickly review your reservation details:
Name: [Guest’s Full Name]
Arrival Date: [Arrival Date]
Departure Date: [Departure Date]
Number of Adults: [Number of Adults]
Number of Children: [Number of Children]
Room Type: [Room Type]
Number of Rooms: [Number of Rooms]
Mode of Payment: [Mode of Payment]
Expected Arrival Time: [Time]
Special Requests: [Special Request]
Does everything look good?”
13. Confirm Reservation Request
Guest:
“Yes, it’s perfect.”
FOS:
“Excellent! Your reservation is confirmed. Your confirmation number is [Confirmation Number]. If you
need to change anything, you can contact us at [Hotel Contact Information].”
14. Thank the Guest and Close the Interaction
FOS:
“Thank you for choosing [Hotel Name], [Guest’s Full Name]. We look forward to your stay! Have a
wonderful day.”
