Front office conversation




Conversation making reservation

Receptionist: Good morning. Welcome to The Grand Woodward Hotel.
Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you have any vacancies?
Yes sir, we have several rooms available for that particular weekend. And what is the exact date of your arrival?
The 24th.
How long will you be staying?
I'll be staying for two nights.
How many people is the reservation for?
There will be two of us.
And would you like a room with twin beds or a double bed?
A double bed, please.
Great. And would you prefer to have a room with a view of the ocean?
If that type of room is available, I would love to have an ocean view. What's the rate for the room?
Your room is five hundred and ninety dollars per night. Now what name will the reservation be listed under?
Charles Hannighan.
Could you spell your last name for me, please?
Sure. H-A-N-N-I-G-H-A-N
And is there a phone number where you can be contacted?
C: Yes, my cell phone number is 555-26386.
Great. Now I'll need your credit card information to reserve the room for you. What type of card is it?
Visa. The number is 987654321.
And what is the name of the cardholder?
Charles H. Hannighan.
Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any other questions, please do not hesitate to call us.
Great, thank you so much.
My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.




 Conversation handling check in guest

Hotel: Good afternoon. Welcome to the Grand City Hotel. How may I help you?
Guest: I have a reservation for today. It's under the name of Hannighan.
Hotel: Can you please spell that for me, sir?
Guest: Sure. H-A-N-N-I-G-H-A-N.
Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for two nights. Is that correct?
Guest: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you'll just sign the receipt along the bottom, please.
Guest: Whoa! Five hundred and ninety dollars a night!
Hotel: Yes, sir. We are a five star hotel after all.
Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime. What's included in this cost anyway?
Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe are all included.
Guest: So what's not included in the price?
Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account. Also, the hotel provides room service, at an additional charge of course.
Guest: Hmm. Ok, so what room am I in?
Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A bellboy will bring your bags up shortly.
Great. Thanks.
Should you have any questions or requests, please dial 'O' from your room. Also, there is internet available in the lobby 24 hours a day.
Ok, and what time is check-out?
At midday, sir.
Ok, thanks.
My pleasure, sir. Have a wonderful stay at the Grand City Hotel


R : Good evening sir.
Can I help you?
G : Good evening. What the name of this hotel?
R : The name of this hotel is “Rose Hotel”.
G : I think Rose hotel is beautiful name.
R : Thank you
G : You are welcome. Is there any room vacant?
R : Yes there is.
G : I want to reserve a room. May I see the room, first?
R: Of course.
G : I would like room with a bath. By the way, Have you a room looking on the garden ?
R : Yes, I have. Excuse me sir, May I know your name?
G : Yes, I will introduce my self. My name is Mr.Justin Dale. I come from California. I am a Vice President.
R : May I write your telephone?
G :  OK. You can write. 805 963 9171
R : Thank you for your information Mr. Justin.
G : I am staying two nights in this hotel. How much does it cost per night?
R : You must pay Rp. 500.000,- per night
G : OK! May I have meals in this hotel?
R : Of course sir.
G : What’s my room number?
R : Mr. Justin  your room is number 202. This is envelope inside completed with ID card and your breakfast voucher for tomorrow morning.
G : yes thank you. Will you have our bags sent up?
R : Yes, oue bellboy will escort you to your room now..
G : OK Thanks.
R : Mr. Justin I hope you nice stay with us. If you have some trouble, don’t hesitated to contact us. Please dial number 103 our reception will help you. Thank you very much
G :  You’re welcome 

Check-in by Travel Voucher conversation

R : Good moring, welcome to edotel Malang. How may I assist you?
G : Good moring, I'd like to stay in your hotel for today
R : Excuse me, may i know your name please, madam?
G : My name is Sintawati from Jakarta
R : One moment please, I'll check your reservation (The receptionist checking the reservation in the expected arrival list to fint out detail the guest).
Yes, Mrs. sintawati your name is our list. you booked 1 junior deluxe for 2 night. you have special request need a fruit basket and the payment will be paid by NATA Tour and Travel. is that right, madam?
G : Yes, that's right
R : Excuse me, may I borrow your ID card, madam?
G : Of course. (give the ID to the receptionist)
R : Excuse me, can you sign here and please write your phone number madam?
G : Yes i can
R : Mrs. sintawati your room is number 102. This is your envelope included completed wih ID card and your breakfast for 2 person tommorow morning. anything else, madam?
G : No thank you. will you have our bags sent up?
R : Yes, our bellboy wil escort you to your room now.
Belbboy please!! 
please escort Mrs. sintawati to her room number 102, this is the guest key and the guest card.
B : Yes, madam
R : Mrs. sintawati, i have you nice stay with us. If you some trouble don't he hesitated to contact us. Please dial number 103 our receptionist will help you. Thank you
G : You're welcome


Jl. brawijaya no. 60 Bandung
Tepl/Fax : 0321-5656000/0321-5656001

RE : Guarantee Letter
To :
Front Office Manager
Grand City Resort
Jl. Arumdalu no. 01-05 Batu-Malang

Dear sir/mam,
Regarding the aggrement between us about the accomodation here in after would be recommended to my guest stay in you hotel. The guest under specification as follows :
Name                      : Mr. Andriek Yudha
Position                  : General Manager
Type of room         : 1 President suite room
Number of person  : 1 pax
Room rate              : 2.250.000/nett
Arrive date             : January, 12, 2013
Departure date       : January, 16, 2013
Special request      : Non smooking floor & quit room, the room is view mountain, and fruit basket

During his stay room and all facilities will be paid by our company.

December, 19, 2012
Sincerelly yours

Mrs. Dessy Indriani
President director
contoh : Guarantee letter form



How To Handle Hotel Guest Complaints

By: Gary Willhite
Break Studios Contributing Writer

How to handle hotel guest complaints is through attentiveness. Such attentiveness requires the obvious, which is attention, along with genuine sensitivity and substantiation. When a guest believes there is cause to lodge a complaint, the expectation of an effect exists. Almost all guest compliments are received by the hotel’s front desk staff. As hotels constitute a major portion of the hospitality field, excellence in customer service for guests is an industry standard. While a hotel provides accommodations, it is at the discretion of front desk staff to provide guest services. These services also encompass the occasional opportunity to resolve hotel guest complaints.
To handle hotel guest complaints, you will benefit from a familiarity in or with:
  • Knowledge of relevant hotel policy
  • Front desk guest parameters
  • Managerial resources
  • Maintenance access
  • Customer service
  • Resolution expertise
  • Retention skills
  • Diplomacy
  • Patience

  1. Listen attentively to the hotel guest’s complaint. It is important for a desk clerk—or any other member of the hotel’s staff—to make eye contact upon listening to the guest. The desk clerk should maintain serious facial expression, and poise in posture that demonstrates attention. Avoid any temptation to interrupt or interject while the guest is voicing a complaint. This strategy shows respect to a guest that is dissatisfied, while it enables the desk clerk to understand the problem.
  2. Identify with the hotel guest. Rather than to express an all-so-common, “I am sorry,” sincerely acknowledge with a full apology for the guest’s unfortunate experience or inconvenience. Apologizing does not reflect upon a desk clerk’s representation, though rather and appropriately on the behalf of the hotel. When a hotel representative identifies with the guest, an opportunity to establish communication and confidence is possible.
  3. Assess the complaint. In a proactive manner, substantiate any circumstance or issues that are adversely impacting the guest’s hotel stay. In a feasible fashion, promptly advise this guest that a solution to the problem will be sought. Display sensitivity, and inquire of the guest if any form of temporary comfort or convenience may suffice while this complaint receives attention. If at all possible, deliver on what the guest may temporarily request. Should the interim request be impossible to provide, suggest other momentary alternatives that are available.   
  4. Consider the guest’s complaint. Quickly categorize the complaint as to its origin—essential, amenity or service. Determine how the complaint ranks in its severity. Decide the best course of action to seek a resolution. Contemplate if such a complaint is within the scope of the hotel’s front desk to resolve, or will it necessitate a more extensive or external option.
  5. Plot the course towards resourceful action. Use the origin of a guest’s complaint to seek resources. Decipher if the nature of the matter is a housekeeping, maintenance, amenity, or service issue. Draw upon a responsible hotel source that correlates with whatever matter is at cause for the complaint.
  6. Delegate a complaint to the appropriate resource. For an optimum resolution, immediately make all possible efforts to contact the appropriate member of hotel personnel. Upon reaching the applicable staff member, thoroughly, though concisely, explain the guest’s complaint. Inquire of the responsible staff member as to how the issue will be resolved, and the approximate time that it may take to remedy such a posed situation.
  7. Apprise the guest of action. Advise the inconvenienced guest as to how this hotel is progressing to resolve an unacceptable situation. Should the scope of the problem be excessive in either scope or time frame, then take a different course of action, and accommodate the guest.
  8. Compensate for the hotel’s mishap. When a guest’s complaint has been addressed and resolved, do not let the inconvenience pass without retribution. Dependent upon the infraction, present this guest with extra amenities, service, upgrade, or even an additional night’s stay. Through such an ethical act of hospitality, both guest retention and satisfaction are achieved.
  9. If circumstances are at an extreme, exercise alternative options. Should the complaint, upon validation, be to the extremes that exceed a reasonable remedy, relocate the guest to equal or greater accommodations—without any further charges

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