RESERVATION (Online / By phone) buffet. Do you find it acceptable Mrs./Mr.

______________?
Staff: Hello good morning, Mock Hotel, this is
__________________. How may I help you? Guest: Sure, that’s already a reasonable price!

Guest: Hello good morning, I’d like to make a Staff: Alright Mrs./Mr. __________, would you
reservation for two, please! prefer a smoking or non-smoking area Ma’am?

Staff: Yes Ma’am, before we proceed, may I Guest: A non-smoking please!

know who’s on the line please?
Staff: Would you prefer a city or a forest view
Guest: Yes sure, this is___________________. Ma’am?

Staff: Could you please spell your name please? Guest: I love nature so much, so I would prefer a
forest view please!
Guest: (Spell the name)
Staff: May I have the name of the other person
Staff: Thank you for the information you are with Ma’am?
Mrs./Mr.______________. May I know the exact
date of your reservation? Guest: Mr. ___________, my husband.

Guest: It will be on the ___________________ Staff: Thank you so much for the information
and I prefer a Standard Room. Do you have a Mrs./Mr. ____________ and may I have your
vacancy on those dates? contact number please?

Staff: Thank you so much Mrs./Mr.___________. Guest: It’s 123456789

May I have a minute or two to check the
availability of our rooms on those dates? Staff: Let me repeat Mrs./Mr. ____________,
123456789, is that correct Ma’am?
Guest: Thank you, please take you time.
Guest: Yes, that is correct!
Staff: Hello Mrs./Mr. ____________, thank you
so much for patiently waiting. I’m so sorry to say Staff: How would you like to settle your bill
that there will be no vacancy for Standard Room Mrs./Mr. _____________? Would you prefer
on the dates that you requested, but I have a through credit card or cash?
good news for you Mrs./Mr. ___________, we
have a Deluxe Air-conditioned Room available on Guest: I prefer using my Visa Credit Card.
____________. Would you like to have the
Deluxe Room instead? Staff: May I have your credit card number
please?
Guest: Sure, that’s fine!
Guest: It’s 987654321
Staff: Thank you very much Mrs./Mr.
______________! We’ll transfer you to a Staff: Let me just repeat Mrs./Mr. __________,
Standard Room as soon as there is already an it’s 987654321. Is that correct Ma’am?
available room. For the Deluxe Air-conditioned
Room, that will be 4,750pesos a night and a Guest: Yes, it’s all correct!
complimentary Continental/American breakfast
Staff: And how about the cardholder’s name
please?

Guest: It’s _____________.

Staff: Alright Mrs./Mr. ______________, your

bill is now settled. Your reservation has been
made today _____________ and the reservation
is for __________ until ___________. It is for 3
days, 2 nights. The room is Deluxe Air-
conditioned Room with a forest view and a
complimentary Continental/American breakfast
buffet. Your room is a non-smoking room. The
total bill is 9,500 pesos for 3days and 2 nights
stay. Is that correct Mrs./Mr. ____________?

Guest: Yes, it is correct!

Staff: Okay Mrs./Mr. _____________, your

confirmation number is 123456.

Guest: Thank you so much.

Staff: It’s my pleasure Ma’am! 

Staff: Ma’am, we would like to inform you about

our 2 o’clock policy. You will have to check in not
later than 2 o’clock in the afternoon, otherwise,
the hotel will have the right to give your room to
our waitlisted guest.

Guest: No worries, I’ll take note of that!

Staff: Thank you so much Ma’am. Is there

anything else I can help you with for today?

Guest: No, no, you did great! Thank you for

assisting me.

Staff: It’s my pleasure Mrs./Mr. _____________.

We will be expecting you on _______________.
Thank you so much for calling Mock Hotel. Have
a nice day Mrs./Mr. _____________.

Guest: Ok bye!

Staff: Bye Mrs./Mr. ___________________.

CHECK IN
Staff: Thank you Mrs./Mr. ________________,
Staff: Good morning Ma’am! Welcome to Mock and for your room key, I will be providing you
Hotel! How can I help you? with 2 room keys for your room. Your room
number is 143.
Guest: Hi! Good morning! I had booked a
reservation for two for 3 days and 2 nights for Guest: Thank you!
today.
Staff: Alright, do you have any special request
Staff: Ma’am, did you book directly or did you for your room Mrs./Mr. _____________?
booked through travel agency?
Guest: Yes, I would like to have two large towels
Guest: I booked directly. please!

Staff: May I have your confirmation number for Staff: Sure Mrs./Mr. ____________! Two large
your reservation Ma’am? towels will be shortly delivered to your room. Is
there anything else that I could assist you with
Guest: My confirmation number is 123456 other than that?

Staff: Thank you for the information Mrs./Mr. Guest: None at all! Thanks for all your help!
______________. Your reservation number is
123456 and you booked a Deluxe Air-conditioned Staff: You’re welcome Mrs./Mr. _____________.
Room for 3 days 2 nights, with a forest view and Now let me introduce you to our bellboy/bell
a complimentary Continental/American girl, her/his name is __________________, and
breakfast buffet for today until ____________. she will be assisting you to your room Ma’am.
The total is 9,500 pesos and it has been settled.
Is that correct Ma’am?

Guest: Yes, that is correct!

Staff: Thank you Mrs./Mr. ________________.

Please be advised that the complimentary
breakfast is being served between 6 to 9 o’clock
in the morning in the lobby, it is located in the
ground floor beside the hall.

Guest: Thank you for all that information.

Staff: It’s my pleasure Mrs./Mr. _____________.

Is there anything else I can assist you Mrs./Mr.
_____________?

Guest: None, I’m good!

Staff: To finish the check in process, would you

please sign the registration card Ma’am?

Guest: Sure!
ESCORTING

Staff: Hello, good am Mrs./Mr. ___________!

Please let me handle your luggage for you
Ma’am

Guest: Sure, thank you!

Staff: By the way Mrs./Mr.

__________________, on your right side is our
dining hall and while on the left side is the way to
your room. On the door next to your right side is
the fitness gym, we offer _______________. Our
pool is located on the 5th floor and
____________ etc. etc.

Guest: Thank you so much, I’ll take note of those

areas…

Staff: This is the elevator Ma’am…. Let me assist

you….

Guest: Thank You!

Staff: Mrs./Mr.________________ this is your

room, room number 143. Please let me help you
in opening your room… Ma’am for you room
facility, here’s your remote control for your
aircon and television (show the guest that both
are working well). These are the buttons for
your lights. The password for your Wi-Fi is
written on the notepad in your desk, here’s the
way to the balcony….etc. etc.
Do you need anything else Mrs./Mr.
_________________?

Guest: None, none at all, thank you!

Staff: Okay Ma’am, if you need anything else

with regards to our services like laundry, dining
and others, please check the list of the number
you may call in your desk Ma’am. Thank you
Mrs./Mr. ____________, enjoy and have a great
day!
CHECK OUT
Guest: I would like to settle it by cash.
Staff: Good morning Mrs./Mr. ___________,
how can I help you? Staff: Thank you. Here’s your change and your
receipt Mrs./Mr. ________________. Now, may I
Guest: I’d like to check out today. have the keys please?

Staff: Ok Mrs./Mr. ______________, may I have Guest: Thank you for your excellent service!
your complete name and your room number
please. Staff: Thank you so much Mr. and Mrs.
_____________ for choosing Mock Hotel. We
Guest: My name is _____________ and my hope to see you soon and have a good day. Be
room number is 143. safe on your trip!

Staff: Thank you so much Mrs./Mr. __________.

Let me just have a moment to call the other
department for your check out.

(Calling other dept.) Hello Room number

143, check out pls.

Staff: (while waiting for the return call of other

department) How’s your stay Mrs./Mr.
______________?

Guest: Oh it’s so great, I enjoyed my stay and

would highly recommend your hotel to my
friends.

Staff: Thank you Ma’am! Is there anything

would you like us to improve?

Guest: I think none, it’s all good. Your service is

so commendable!

Staff: (Answering the call of a department)

Hello, thank you so much!

Staff: (Back to the guest) Ma’am before we

proceed to the check-out process, I just would
like to advised you that we’ve seen a wine bill
while you were staying in your room. The wine
that you avail is not included in the bill that
you’ve settled during the reservation. Kindly sign
the folio and please sign it here.

How would you like to settle the bill for your

wine, Ma’am?