PROCESSINGTELEPHONE RESERVATION

Front Desk Clerk: Crown Plaza Hotel, Good Morning! Justine on line, How may I help you?
Guest: I am Ms. Cassandra Blake, I would like to make a reservation.
Front Desk Clerk: May I know how many guest are we expecting ma’am?
Guest: 1
Front Desk Clerk: May I know to whom is this reservation made for ma’am?
Guest: Myself
Front Desk Clerk: May I know the exact date of your stay ma’am?
Guest: I will be arriving on (date) and I will stay until (date).
Front Desk Clerk: Ma’am kindly wait for a moment, I’ll just check/verify if we have an available
room.
Guest: Okay
Front Desk Clerk: Ms. Blake we have an available room for you. We have single de-lux room w/c cost
2,500/night. We also have Single standard room ma’am for 1,900/night. Which do you prefer
ma’am?
Guest: May I have the Single Standard.
Front Desk Clerk: Okay ma’am, our Single Standard room ma’am is a fully air-conditioned room, with
Single Bed, 24” flat screen TV and a hot and cold shower room with complete amenities and
toiletries.
Guest: That would be nice!
Front Desk Clerk: May I know your expected time of arrival and departure ma’am?
Guest: I will arrive 10am and my expected time of departure is 6am.
Front Desk Clerk: Okay ma’am. May I know your complete name and address ma’am?
Guest: Napoles, Italy.
Front Desk Clerk: Ma’am, May I know your contact #and e-mail address or any, where I can send the
confirmation letter and your receipt ma’am.
Guets: Contact me at cblake@yahoo.com and call me at 373-3330.
Front Desk Clerk: May I know the credit cards holder’s name and the credit card # ma’am?
Guest: Clarissa G. Blake, 4415987465
Front Desk Clerk: Under what bank is the credit card issued ma’am and when is the expiration date?
Guest: BDO- the expiration date is on 6/61/2021.
Front Desk Clerk: Ma’am may I request you to pay an amount equivalent to 50% of your total room
charge amounting to 2850php.
Guest: Okay.
Front Desk: may I repeat the details of your reservation ma’am. You are ..*******(repeat all the
details of his/her reservation)
Guest: Yes.
Front Desk Clerk: Ma’am I’ll call you back for the confirmation of your reservation. Thank you and
have a good day!
**
RING! RING! RING!
Front Desk Clerk: Crown Plaza Hotel, good morning! Justine on the line, May I speak with Ms.
Cassandra Blake?
Guest: Speaking.
Front Desk Clerk: I would like to confirm your reservation ma’am. Your confirmation number ma’am
is 24846. You will be arriving on (date) and will be departing on (date). You will stay with us for 3
nights. Please present your confirmation letter upon arrival so that we can facilitate you upon check-
in. I have sent it on your e-mail address. Please be advised that we have 6’o’clock Policy. You have to
be here not later than 6pm on your expected date of arrival. Otherwise, the hotel reserves the right
to sell the room to a waitlisted guest.
Please do inform us also if there were changes or delay of flights so we can also adjust the details of
your reservation ma’am.
Guest: Okay.
Front Desk Clerk: Is there anything else I can do for you ma’am?
Guest: None. Thank you.
Front Desk Clerk: Thank you ma’am for making a reservation with us. We are looking forward to see
you on your arrival date. Have a nice day!
DEPOSITING LUGGAGE

Bellboy: Good morning ma’am, how may I help you?

Guest: I’m here to deposit my luggage.
Bellman: May I know how many luggage’s are you going to deposit?
Guest: Two bags, here.
Bellboy: you are depositing 1 black trolley bag in good condition ma’am and a gray back pack.
Ma’am your back pack has small stitches on the left side.
Guest: Yes it is.
Bellboy: Kindly write your complete name and signature here in the luggage form ma’am and on the
claiming stab below.
Guest: ok, here.
Bellboy: Thank you. May I know If what time you will be picking up your luggages?
Guest: will it be alright if I’ll pick it at around 2pm?
Bellboy: yes ma’am. Ma’am your luggage number is #4. Here is your Claiming Stab. May I remind you
ma’am that you need to present to me the claiming stab when you claim your luggage.
Guest: Okay, Thank you!

PROCESSING GUEST’S REGISTRATION

(Walk-in)
Front Desk Clerk: Good morning ma’am! Welcome to Crown Plaza Hotel.
(If Patron)- Welcome back Ms. Blake! We are glad to see you again!
How may I help you?
Guest: I would like to avail a room for 1
Front Desk Clerk: May I have your name ma’am?
Guest: I am Cassandra D. Blake.
Front Desk Clerk: May I know your departure date ma’am?
Guest: My departure will be on March 10, 2016.
Front Desk Clerk: Ma’am kindly wait for a moment, I will check if we have an available room.
Guest: Ok.
Front Desk Clerk: Ms. Bake, we have available room for you. We have Single-Delux Room which cost
2,500php/night. We also have a Single Standard room cost 1,900php/night. But if you wish to be
more comfortable while you’re staying with us, may I best recommend Single Delux because it is
more spacious and conducive. It has Single Bed, 24” flat screen TV and a hot and cold shower room
with complete amenities and toiletries. It also has a mini dining area where you will be comfortable
to stay with.
Guest: If that so, I will take the Single De-lux.

NOTE: If the room is not yet available, you can offer another room that is available. Or if he/she is
willing to wait, you may offer the lobby for the guest to stay while the room is being made up)

Front Desk Clerk: At the moment ma’am, the room is being made up, are you willing to wait for at
least 10-5mins for the room to be ready?
Guest: Yes.
Front Desk Clerk: Ms. Blake, Kindly fill-up the registration form. And on the lower part kindly affix
your signature.
Guest: Yes. Here.
Front Desk Clerk: Thank you ma’am. How will you settle your bill ma’am?
Guest: Cash.
Front Desk Clerk: So as of this date ma’am, March 5, 2016, you will be staying with us, 5nights and 6
days. Your total accommodation charge ma’am is 14,000. May I request you to pay an amount
equivalent to 50% of your total accommodation charge amounting to 7000php. But if you may want
to pay in full, then that will be great ma’am.
Guest: I’ll pay 50% for the meantime. I’ll pay in full on my departure.
Front Desk Clerk: I received 7000php ma’am. Here is your receipt. Here is your ID and your room key
Ms. Blake. May I remind you that you have to leave your key here in the front desk whenever you
leave the hotel and when you claim your room key, kindly present your hotel ID for you to claim the
key that is for your safety?
Guest: Okay.
Front Desk Clerk: By the way sir, our hotel is offering club services. That includes Our Leisure Club
includes Spa and Massage, Jacuzzi and Music Room. As a member, you will get to have 12% discount
of all the services you wish to avail sir while you stay. Would you like to avail sir?
Guest: Yes. I want to be a member of club.
Front Desk Clerk: Okay ma’am, the membership fee is 4000php. Membership can be renewable
every after 6 months. You will enjoy our facilities and services from 5pm till 10pm.
Guest: Okay.
Front Office Clerk: Kindly fill-up this form.
Guest: Here.
Front Desk Clerk: Thank you ma’am. How would you like to pay your bill ma’am?
Guest: Cash
Front Desk Clerk: I receive 4000php, here is your receipt.
Guest: Thank you.
Front Desk Clerk: Do you want me to tour you into the club ma’am?
Guest: No I can manage. Thank you for enjoying our services ma’am. Have a nice day!

Front Desk: Ms. Blake, your room is on the 3rd floor. Our bellboy Clark will accompany you into your
room. Have a nice day ahead Ms. Blake. We hope you will enjoy your stay with us. Please do not
hesitate to call the front desk should you need any assistance.
Guest: Thank you.

ROOMING OF GUEST
Bellboy : Good morning ma’am. I am Clark, your butler. Could you check if your luggages are
complete Ma’am?
Guest: Yes.
Bellboy: This way to elevator ma’am. Please follow me.

(Note: In entering the elevator, Stand at the door then allows the guest to get in FIRST before you
proceed.)
***AT THE ELEVATOR***
Bellboy: How is your trip ma’am?
Guest: It was good.
Bellboy: That would be nice to hear ma’am. Is it your first time to visit our place ma’am?
Guest: Yes.
Bellboy: I’m pretty sure you’ll love our place ma’am. Cagayan is known to be the caving capital here
in the Philippines. We have the most beautiful caves here in our place, specially the most famous
Peñablanca Callao Cave in just a jeepney or tricycle from here ma’am. If you wish to visit out
pilgrimage sites ma’am, we have Saint Peter Cathedral at the heart of the city, the Iguig Calvary Hills
which is 15-20 mins away through van or bus. We also have Our Lady of Piat at Piat, Cagayan which
is more or less 2hours ride through a jeepney or van. But if you don’t have time to visit them, we
have our services here that will make your time worthy and certainly will give you complete
relaxation and comfort. We have Entertainment Club includes bar and casino, Sports Club includes
tennis, badminton court, volleyball court and swimming pool, Leisure Club includes Spa and
Massage, Jacuzzi and Music Room and the Fitness Club which includes fitness gym and Yoga with
resident instructors.
Guest: Everything is here! Thank you for the information , I’ll take note of that.
Bellboy: Your satisfaction is our service ma’am. And we’re here. After you ma’am, This way to your
room.
“Room Check!” May I have the key ma’am,
Guest: Here
Bellboy: Here is your room ma’am. Where do you want me to place your luggage?
Guest: Beside the cabinet.
Bellboy: Okay ma’am, would you like me to unpack your things?
Guest: No. I can manage.
Bellboy: So here is your bathroom ma’am, here is your hot and cold shower, if you wish to put it cold
just turn this down and if you want to make it warm just turn it up on the red color.
Guest: For your convenience ma’am, we have laundry service ma’am, the laundry bag is inside your
cabinet together with the laundry rates. We also have 24 hrs provision of room service; the numbers
are available on the directory on top of your night table. Is everything satisfactory sir?
Guest: Yes.
Bellboy: Is there anything I can do for you?
Guest: None. Thank you.
Bellboy: Please call us if you need assistance. I hope you’ll enjoy your stay in our hotel. Have a nice
day!
 (at the Guest Room)

Bellboy: (knock the door 3x) Bell Service!

Guest: Yes. Come In.
Bellboy: Good morning Ms. Blake, I am Clark your butler for today. May I assist you packing your
luggages ma’am?
Guest: I can manage.
Bellboy: ok ma’am. May I check the room for a while ma’am?
Guest: yes.
Bellboy: Everything is in good condition ma’am. Are you ready for your check out?
Guest: Yes.

ATTENDING GUEST CHECK OUT

(NOTE: Check –Out is until 12nn)

Front desk clerk: (calls out guest/vice versa) Good morning Ms. Blake, may I remind you that today is
your scheduled check out.
Guest: Yes.
Front desk clerk: May I know how many luggage’s you have ma’am so we will know if we will send a
bellman to assist you on your luggages?
Guest: Yes please. Thank you.

CLAIMING LUGGAGE
Bellboy: Good afternoon ma’am, how may I help you?
Guest: I’m here to get my luggage.
Bellboy: May I have your claiming stab ma’am.
Guest: Here.
Bellboy: Ma’am here is your luggage, 1 trolley bag and I back pack. Kindly sign into the
acknowledgement receipt ma’am.
Guest: okay!.
Bellman: Thank you ma’am for enjoying our services. Have a nice day!

**at the Front Desk**

Front Desk Clerk: Good Morning ma’am. May I help you?

Guest: I’m ready for check out
Front Desk Clerk: May I have your name and your room number please?
Guest: Cassandra Blake. Room 209.
Front Desk Clerk: May I have your Room Key and Hotel ID ma’am?
Guest: Here.
Front Desk Clerk. Thank you ma’am. How is you stay ma’am?
Guest: It was good.
Front Desk Clerk: Thank you for enjoying our services ma’am. Just for a moment ma’am I’ll just call
the other departments for unposted bills.
Guest: Ok.
Front Desk Clerk: Good morning. Front Desk Dept., may I verify if there were availed services for Ms.
Blake of Room 209 that are not yet posted in her account?
FnB/HSK Dept: NONE
Front Desk Clerk: Ok , Thank you. (end )
Ma’am may I ask if you made additional consumptions or availed other services at the last hour of
your stay?
Guest: None.
Front Desk Clerk: Ma’am here is your folio. Kindly check the posted bills and sign under your name
for acknowledgement.
Guest: ok. Here.
Front Desk Clerk: Ma’am your bill is 5,000.00. Please wait for a while ma’am, I’ll just prepare the
billing statement and your receipt.
Guest: Okay.
Front Desk Clerk : Ma’am here is your receipt and your change. This is your clearance slip ma’am.
Guest: Thank you.
Front Desk Clerk: Do you have any plan to come back ma’am. Would you like me to make an
advance reservation for you?
Guest: Yes, but I will make the reservation myself. Thank you.
Front Desk Clerk: We are looking forward on your next visit ma’am. Have a safe trip!