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    Conversation in Handling Guest

    Uploaded by

    Sukma
    The document contains dialogues between guests and hotel staff regarding requests and complaints. In the requests dialogues, guests call the front desk to ask for items to be delivered to their rooms, like a multi-plug, iron and board, and water and an ashtray. The staff takes the requests, confirms the details, and ensures the items will be delivered. In the complaints dialogues, guests call about issues like a broken hot water shower, lack of hot water in the bath, old towels and cigarette smell in a room. The staff apologizes and works to resolve the problems, such as offering an alternative room or reimbursing expenses.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Conversation in Handling Guest

    Uploaded by

    Sukma
    2K views4 pages
    The document contains dialogues between guests and hotel staff regarding requests and complaints. In the requests dialogues, guests call the front desk to ask for items to be delivered to their rooms, like a multi-plug, iron and board, and water and an ashtray. The staff takes the requests, confirms the details, and ensures the items will be delivered. In the complaints dialogues, guests call about issues like a broken hot water shower, lack of hot water in the bath, old towels and cigarette smell in a room. The staff apologizes and works to resolve the problems, such as offering an alternative room or reimbursing expenses.

    Original Description:

    Handling Guest in a Hotel

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    The document contains dialogues between guests and hotel staff regarding requests and complaints. In the requests dialogues, guests call the front desk to ask for items to be delivered to their rooms, like a multi-plug, iron and board, and water and an ashtray. The staff takes the requests, confirms the details, and ensures the items will be delivered. In the complaints dialogues, guests call about issues like a broken hot water shower, lack of hot water in the bath, old towels and cigarette smell in a room. The staff apologizes and works to resolve the problems, such as offering an alternative room or reimbursing expenses.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    2K views4 pages

    Conversation in Handling Guest

    Uploaded by

    Sukma
    The document contains dialogues between guests and hotel staff regarding requests and complaints. In the requests dialogues, guests call the front desk to ask for items to be delivered to their rooms, like a multi-plug, iron and board, and water and an ashtray. The staff takes the requests, confirms the details, and ensures the items will be delivered. In the complaints dialogues, guests call about issues like a broken hot water shower, lack of hot water in the bath, old towels and cigarette smell in a room. The staff apologizes and works to resolve the problems, such as offering an alternative room or reimbursing expenses.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 4

    Name : Putu Sukma Dewi

    NIM : 1812021049
    Class : 7G
    HANDLING REQUESTS
    Dialogue 1
    Order Taker : Good evening, order taker, Sukma speaking how may I assist you?

    Guest : Hai, can you send multi plug to my room please?

    Order Taker : Sure sir, may I know your room number?

    Guest : 2120

    Order Taker : With Mr. Smith, that’s right?

    Guest : Yap, that's right

    Certainly sir, let me repeat your request. You would like to request 1
    Order Taker : multiplug and send to your room, and your room number is 2120. Is that
    correct sir?

    Guest : That's right

    Order Taker : Is there anything else that may I assist you with sir?

    Guest : No that’s all

    Certainly Mr. Smith, our room attendant will bring the multiplug to your
    Order Taker :
    room right now. Thank you and good evening

    Dialogue 2

    Order Taker : Good afternoon, order taker, Sukma speaking how may I assist you?

    Hai, good afternoon, could you send the iron and iron board to my room,
    Guest :
    the room number is 3313

    Order Taker : With Mrs. Angie, right?


    Guest : Yap

    Certainly Mrs. Angie, 1 iron and iron board to your room, room 3313. Is
    Order Taker :
    there anything else mam?

    Guest : No that’s all

    Order Taker : Great, my friend will send your request to your room within 10 minutes.

    Guest : Thank you

    Order Taker : With my pleasure Mrs. Anggie, Good afternoon and have a nice day

    Guest : You too

    Dialogue 3

    Order Taker : Good Morning, order taker, Sukma speaking how may I assist you?

    Guest : Hai, can you send 2 extra mineral water and 1 ashtray to my room?

    Order Taker : Sure sir, may I know your room number?

    Guest : it's 1409

    Certainly, Mr. Alex, 2 extra mineral water and 1 ashtray to your room. Do
    Order Taker :
    you want to get 2 extra mineral water as a daily sir?

    Guest : Yap that’s would be great

    Certainly sir, we’ll send your request right now. And for your information,
    balcony is the one area that allowed to smoking in your room. Please make
    Order Taker :
    sure to close the balcony door when you smoking, because if the smoke
    alarm on your room is on you’ll get charge

    Guest : Good to know, thanks

    You’re welcome Mr. Alex. Is there anything else that may I assist you with
    Order Taker :
    sir?
    Guest : That’s all, thanks for your help buddy

    Order Taker : With my pleasure sir. Good afternoon and Have a nice day!

    Guest : You too

    HANDLING COMPLAINTS
    Dialogue 1
    Receptionist : Hello, Good morning. Sangrilah Hotel. May I know who is speaking?
    Guest : It is me , Mrs. Herlina Naet
    Receptionist : Yes, Madam, what can I do for you?
    Guest : I would like to complain about the hot water . The hot water shower is broken, I
    think
    Receptionist : Sorry, Madam, Have you pushed the button ?
    Guest : Yes, I have and my husband have too.But it was error
    Receptionist : Please tell me where is your room?
    Guest : 745
    Receptionist : Ok, Madam, forgive us, we will deliver someone to check it
    Guest : But , how can I get hot water to take a bath?
    Receptionist : You can use a bathroom in the other room, our officer will pick you up at the
    room
    Guest : Ok, I wait
    Dialogue 2
    Receptionist : Good afternoon. What can I do for you, sir?
    Guest : I am sorry, but I have to tell about this. I want to complain about this hotel
    service. I want to take a bath. But there is no automatically hot water in the bathup. And there is
    an old towel left. Will you fix these for me, please?
    Receptionist : I am really sorry. Let me call the office boy to deal with it. While waiting this.
    We offer you to have a lunch for free. Do you mind, sir?
    Guest : Ok. Thanks
    Receptionist : My pleasure, sir
    Dialogue 3
    Receptionist : Good evening, Ma’am. Is there anything I can do to help you?

    Guest : Yes, I have some complain about my room.

    Receptionist : What is it, Ma’am?

    Guest : I just checked in earlier and when I came into the room, the smell suddenly
    struck me. It’s cigarette smoke. The room smells like cigarette smoke.

    Receptionist : I’m sorry, Ma’am, but I’m sure we have cleaned it very thoroughly. Moreover,
    there is a no smoking inside the room rules

    Guest : If you don’t believe me you can check it yourself. I can’t believe this hotel
    doesn’t treat their guests right. You can’t even air out a room properly! I am so going to give this
    hotel a bad review.

    Receptionist : I’m very sorry, Ma’am. I believe you. I’ll see what we can do for you

    Guest : I want another room! I want a superior room with a bathtub. Or else I’m going to
    report this to the manager.

    Receptionist : Of course, Ma’am. I will see what I can do about that. Please hold on a minute.

    Guest : This is so disappointing for me. I was looking forward to stay in this hotel.

    Receptionist : Ma’am, we have found a room for you. It is a deluxe room with a bathtub just
    like you asked. Here is the key for the room. It is on the 6th floor.

    Guest : And what about the expenses?

    Receptionist : Because of this incident, your stay here will be free of charge and we will
    reimburse your money when you checkout tomorrow.

    Guest : Now this is what I call quality service

    Receptionist : Thank you for your patience, Ma’am. I hope you enjoy your stay. Please let me
    know if there’s anything else we can do to help you.

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