Script For Front Office Services NC Ii
Script For Front Office Services NC Ii
Script For Front Office Services NC Ii
TELEPHONE RESERVATION:
Reservationist: You have reached Winzelle Suites hotel, JC speaking (You have to state your
nickname not the full name), how may I help you?
Guest: Hi JC, I would like to inquire for room accommodation good for two.
Reservationist: May I know from what date and till when ma’am?
Guest: For august 2
Reservationist; Thank you for your Information (SIR/MAAM). We have 3 types of room
accommodation good for (State the number of guest available for the room ) available for that
date (State the date for the availability of the rooms). We take pride to introduce to you our
presidential suit, fully air conditioned, with flat screen TV with cable channels, home theater
type, a spacious living room with balcony, a private bathroom with hot and cold shower with a
bath tub, a laptop is also installed in the room with free access to internet, we also include a
kitchen with complete kitchen utensils, and free access to the hotel facilities of the hotel like free
usage of the swimming pool and gym at costs 6,000 per day.
We also have the bedroom deluxe, with fully air conditioned room, a flat screen TV with cable
channels, a private bathroom with hot and cold shower, a free WIFI, it also has a living room
with a balcony to enjoy the beautiful sunset at 4,500 per day.
Then we have our standard room. Fully air conditioned, with cable channels and flat screen TV,
private bathroom with hot and cold shower with free access to internet at 3,200 per day.
Which among the type of room do you prefer (Ma’am/Sir)
Guest: I would like to take __________________________________ (Stating the type of room)
Reservationist: Alright (Ma’am/Sir) so you want to take the (State the room that the guest
needs). May have your full name (Ma’am/Sir)
Guest: (Name of the guest)
Reservationist: (State the full name of the guest then spelled it to the guest) Example: Alright sir
Your Name is Juldemar I. Capillan is spelled as J is for jar, U is for umbrella, L , is for Land and
so on…………. did I take it correctly? Ok (Ma’am/Sir). May I know the mode of transportation
going here?
Guest: I’ll be arriving on the (Date) day of the (month) (year) (time) via Cebu pacific flight
no.7d1088 and will depart on (State the time and the date of departure|)
Reservationist: Ok (Sir/Ma’am) may I have your company name, address, email add and
contact number please? For me to process this reservation.
Guest: Winzelle International College, Tomas Claudio Street, Zamboanga City.
[email protected]
Reservationist: Would you like to make any special request?
Guest: none
Reservationist: Is there’s anything I can do for you?
Reservationist: Maam, the hotel requires a one night advance payment for guaranteed
reservation. We only accept major leading credit cards like Master, Visa and American express.
Can I have your credit card number or the last three digits at the back of your card, the issued
and expiration date so I can process this transaction as soon as possible?
Guest: I have a master card with card number 000077788888.
Reservationist: Alright ma’am, please confirm your name, your name is (state the name of the
guest). You will arriving on the (state the date of arrival of the guest ex. 5 th day of august 2017)
with room accommodation of (state the room type of the guest) for (state the number of the
guest) occupancy with guaranteed reservation through master card with number 00007778888
expires on December 2018 with csc number 107, with no special request . Your company name
is Winzelle International College, Tomas Claudio st. Zamboanga City, [email protected] and
0068430033.
Guest: Exactly
Reservationist: Please be informed that a no show will automatically cancel the reservation.
Your confirmation no. is 007788-D. we will send you an email shortly so that you can have it
printed or send you a message through txt and present it the moment you arrive for an easy
access. Thank you for having business with us ma’am, we look forward in welcoming you.
Thank you for calling. Have a nice day!
Activity Task:
Kindly watch the link video or the video provided by your Front office instructor. Then, record
yourself while doing the telephone reservation. Please wear semi-formal attire for this task
Self-record a 2-3 minute video presentation. (100 points). Submit your video through messenger
or upload it in the comment section of the video presentation provided by your F.O Instructor.
Scoring:
Communication= 40 points
Attire, posture and gesture= 20 points
Correct and proper conversation between the guest and receptionist= 40 points
AMENDMENTS ON RESERVATION
In the Amendment page you can
change details such as traveler name,
contact details and payment
method. Amendments depend on the
rate and room availability. If the same
room or rate is not
available, amendments are not
possible. In these case, we recommend
you make a new booking and then
cancel the original one.
CLUB SERVICES:
Club Services: Good Morning Mr. Capillan, I am JC and I am in Charge to handle the club hotel
organization in this hotel. Would you like to be a member in any of our different club services?
We are happy to inform you about our club services and facilities that you could choose from,
We have The Gym and Health Facilities, Restaurant and Cafes, Gaming Facilities, Member
Clubs and Associations.
Guest: What club services that you can recommend to me in this Hotel?
Club Services: I highly recommend to you to join our Gym and health facilities. By joining this
club, you will have the privilege to use our Gym and Health facilities anytime of the week. The
service includes free usage of all the equipment in the Gym facilities we will also provide you
our skilled trainer. The membership fee for this is 60,000 annually but you can pay this quarterly.
12,500 pesos every after 3 months and a down payment of 10,000 pesos.
If you wish to sign up now, Mr. Capillan or later, here is compendium with all the rules, terms
and conditions as well as your benefits for you to look and decide.
Guest: Thank you
The Desk Clerk will now talk to guest after the processed of the guest bill.
Desk Clerk: Alright sir, here is your bill, how would you like to pay this sir?
Guest: In cash
Desk Clerk: Yes