Hotel Telephone Reservation Call Flow with Script

1. Opening Spiel
-Greetings
-State your name
-state your company name
-ask the guest how you will assist him/her

FOS: Mabuhay! Thank you for calling SL Hotel. This is Mike. How can I help you?
Guest: Good morning. I need reservation, please.

2. Name
-Ask the name who’s on the line
-confirm and verify using phonetical alphabet

FOS: Before we proceed to the reservation process, may I have your FIRST and LAST NAME,
please?
Guest: Sure. It’s JAMES ANDERSON.
FOS: Thank you Sir. To confirm your name let me spell it out. For your FIRST NAME J-Juliet, A-
Alpha, M-Mike, E-Echo, S-Sierra. For your LAST NAME A-Alpha, N-November, D-Delta, E-Echo, R-
Romeo, S-Sierra, O-Oscar, N-November. Did I get it right sir?
Guest: Yes, you got it right.
FOS: Thank you sir.

3. Check-in/Check-out
-ask for Check-in and Check-out date
-confirm and verify

FOS: May I know when is your CHECK-IN and CHECK-OUT date?

Guest: I will be checking in on February 12, 2026, and will be checking out on February 15, 2026.
FOS: Okay sir, to confirm, your check-in date is on February 12, 2026 and your check out is on
February 15, 2026. Is that correct sir?
Guest: Yes, that’s correct.
FOS: Thank you sir.

4. Availability
-check the availability of the date, room
-discuss the available rooms
-ask for the chosen room
-ask for how may pax
*ask the guest if there is a kid or an adult
-discuss the total amount

FOS: Can you give me a moment Sir, I will be just checking the availability.
Guest: Okay.
(PAUSE for at least 3 seconds for checking the system.)
FOS: Thank you for patiently waiting Sir. Upon checking, we have several rooms available. We
have Suite, De Luxe, and Standard. For Suite Room, it comes with the balcony with the view of
Mount Mayon Volcano, with a very comfortable King-sized bed, 24 hours hot and cold shower, a
mini bar, jacuzzi, wifi, 98 inches smart TV, fully airconditioned, and with free breakfast, lunch,
and dinner. The rate per night is 15, 000 pesos. For De Luxe Room, it comes with the Queen-
sized bed, 43 inches Smart TV, Hot and Cold Shower, Jacuzzi, wifi, fully airconditioned, with free
breakfast and lunch. The rate per night is 10, 000 pesos. For Standard Room, it has single bed, air
condition, hot and cold shower, a small TV with wifi, and free breakfast. The rate per night is 5,
000 pesos. Which one do you prefer sir?
Guest: I would like to book the De Luxe Room, please.
FOS: Okay sir. Let me just confirm, you want to book De Luxe Room.
Guest: Yes.
FOS: May I know how many pax will be staying?
 Guest: Three.
FOS: Thank you sir. Is there any kid or senior with you?
Guest: A senior.
FOS: Would like me to choose a room near at the elevator?
Guest: Sure!
FOS: Okay sir. Since you will be staying from February 12, 2026 to February 15, 2026, that will be
5 days and 4 nights your total amount is 40, 000 pesos.

5. Payment
-ask the guest how to settle the payment
-ask the guest when to settle the payment

FOS: How would you like to settle your payment? We accept bank to bank transfer, cash, and
card.
Guest: I will use may card.
FOS: Sure sir. When would you like to settle your payment?

For Non-Guaranteed Reservation

Guest: I will settle it upon arrival.
FOS: Okay, sir. Thank you.
(Proceed to #6. Profile)

GUARANTEED RESERVATION
Guest: I am going to pay it now.
FOS: Okay sir. To secure your reservation I will be collecting 50% or 100% of your payment. May I
have your email to process your payment?
Guest: It’s jamesanderson@[Link].
FOS: Thank you sir. Let me just confirm your email. It’s jamesanderson@[Link], is that
correct sir?
Guest: Yes.
FOS: Okay sir. I will be sending a payment link to your email to collect the payment. (Pause) Okay
sir, I already sent the payment link. Can you kindly check your email to confirm if you already
received it.
Guest: Yes, I already received it.
FOS: Thank you sir. Just inform me if you are already done processing the payment.
Guest: Yes, I am done with the payment.
FOS: Thank you sir. Just give me a moment to check if your payment is already reflecting on our
end. (Check the system) Thank you for patiently waiting, upon checking on our system, your
payment is already reflecting. The amount is 20, 000 pesos. You still have the balance of 20, 000
pesos.
Guest: Okay. Thank you.

6. Profile
-ask for the email, contact number, and complete address
-confirm and verify the details

FOS: May I also have your contact number as well as your home address?
Guest: Sure. My contact number is (555) 201-3487 and my home address is 1428 Maple Street,
Springfield, IL 62704.
FOS: Thank you sir. Let me just confirm, your contact number is (555) 201-3487 and your home
address is 1428 Maple Street, Springfield, IL 62704. Is that correct sir?
Guest: Yes, that’s correct.
FOS: Thank you sir.

7. Special Request
-ask if the guest has special request

FOS: Do you have any special request sir?

Guest: A non-smoking room and 2 extra pillows.
 FOS: Thank you sir.

8. Confirmation
-confirm all the details and reservation

FOS: Let me just confirm your reservation. It’s under the name of JAMES ANDERSON, your
Check-in date is on February 12, 2026 and your Check-out date is on February 15, 2026. Your
Room is De Luxe, the pax will be staying is 3, your contact number is (555) 201-3487, your home
address is 1428 Maple Street, Springfield, IL 62704, your email is jamesanderson@[Link],
your special request is a non-smoking room and two extra pillows, the total amount is 40, 000
pesos and you paid it using your card. Is everything correct sir?
Guest: Yes, everything is correct.
FOS: Thank you sir. By the way, you will also be receiving an email confirmation after this call.
GUEST: Okay. Thank you.

9. Policies
-discuss the hotel policy
-discuss the payment policy

FOS: Let me just discuss the policy. For our hotel policy, no pet allowed, no smoking inside the
room for we have specific area for smoking.
Guaranteed Reservation: For payment policy, since your reservation is guaranteed if you have
the plan to cancel your reservation, please cancel it 7 days before your check-in date so that you
can still get a 100 percent refund of your payment, however if you are going to cancel it on your
check in date or beyond that date you will only be getting 30% of your payment. Is that clear sir?
Non-Guaranteed Reservation: Our standard check-in time is 2:00PM. You have to arrive 2 hours
before your check in time to settle the payment and to secure your reservation. If you will not
arrive at your check in time we will cancel your reservation and give it to our wait listed guest. Is
all clear sir?
Guest: Yes, all is clear.
FOS. Thank you, sir. Is there anything else I can help you with?
Guest: None.

10. Closing Spiel

FOS: Okay sir. Let me thank you for choosing SL Hotel. I am Mike. Have a nice day.
 Arrival to Departure Flow
1. Bellman will assist the guest
-Greetings
-Assisting the luggage going to the FD

(Bell Service at the front door)

Bell Service: Good day Mam/Sir! Welcome to SL Hotel. I am Mike, your bell service. May I assist
you with your luggage?
Guest: Sure. Thank you!
The guest will handover the luggage to the Bellman.
Bell Service: I receive 1 luggage. (Checking the luggage for any damages) with no damage. Is
there any fragile inside your luggage mam?
Guest: None.
Bell Service: Thank you mam.
(The bell service will guide the guest to the front desk with hand gesture.)
Bell Service: This way to the front desk Mam/Sir.

At the Front Desk

Bell Service: Where would you like me to put your luggage Mam/Sir?
Guest: Just put it there/here.
Bell Service: Okay mam/sir. By the way, if you need some assistance just call me. I’ll be just
around. My name is Mike. Enjoy your stay.
Guest: Okay. Thank you.

2. FOS
-Opening Spiel
-ask the guest WHAT name under the reservation
-request for an ID
-confirmation of the reservation
-ask for the payment (half or full)
-provide receipt
-filling out of the registration form
-availability of the room (call the housekeeping)
-offering membership card
-providing Key Card

*Spiel
-Location of the room
-inclusion
-Closing spiel

FOS: Mabuhay! Welcome to SL Hotel! I am Mike. How can I help you?

Guest: Good afternoon! I have a reservation.
FOS: May I know the name under the reservation?
Guest: It’s under the name of James Anderson.
FOS: Thank you sir. Do you have any ID and may I borrow it, please?
Guest: Sure. Here.
(Receive the ID with two hands)
FOS: Thank you sir. Just give me a moment to check your reservation in our system.
Guest: Okay.
(Pause for at least 3 seconds for checking the system.)
FOS: Thank you for patiently waiting sir. I found your reservation. Let me just confirm. It’s under
the name of James Anderson. Your check in date is on February 12, 2026 to February 15, 2026.
Your contact number is (555) 201-3487, your home address is 1428 Maple Street, Springfield, IL
62704, your email is jamesanderson@[Link] room that you reserved is De Luxe for 3
pax. You already paid 50% of the total amount upon reservation using your card. Would you like
to settle now the remaining balance, 20, 000 pesos?
Guest: Sure.
 FOS: How would you like to settle your payment?
Guest: I will settle it with cash now. Here.
(Handing over the cash)
(The FOS will receive the cash with two hands.)
FOS: Thank you sir. (FOS will count the cash in front of the guest)
FOS: Okay sir. I received 20, 000 pesos.
(FOS will hand over a registration form to the guest including the receipt.)
FOS: Sir, here is your receipt. Thank you, sir. Can you kindly fill out this registration form sir? Just
give me 3 to 4 minutes. I will call the House Keeping to check if your room is ready.

FOS: Good afternoon. Hello House Keeping. This is Mike from the Front Desk. Our guest will be
checking in now. I would like to know if the room 101 is ready.
House Keeping: Hello. The room 101 is ready.
FOS: Thank you.

FOS: Thank you for patiently waiting sir. Upon checking, the room is ready. By the way sir, would
you like to avail our membership card?
Guest: Sure.
FOS: Here’s our membership card, Platinum, Gold, and Silver.
The PLATINUM is 5000 pesos, with 30% discount for benefits in your next accommodation, when
you avail to order in our Restaurant, Café and our business partner at any branch which is the
First Colonial. With the inclusions of free access in our pool, gym and Court with the validation of
1 in half year. GOLD is 4300 pesos, with 20% discount for benefits in your next accommodation,
when you avail to order in our Restaurant, Café and our business partner at any branch which is
the First Colonial. With the inclusions of free access in our pool, gym and Court with the
validation of 1 year. SILVER is 3000 pesos, with 17% discount for benefits in your next
accommodation, when you avail to order in our Restaurant, Café and our business partner at any
branch which is the First Colonial. With the inclusions of free access in our pool, gym and Court
with the validation of 7 months. Which one do you prefer sir?
Guest: I like the Platinum.
Concierge: This is noted Mam/Sir, that would be 5, 000 pesos in total. May you fill out this form
first for registration, also the agreement that only the person who availed the membership card
are allowed to use the card.
Guest: Okay. Thank you!
Concierge: You’re welcome sir. How would like to settle the payment? Would like me to charge it
to your room?
Guest: I’ll settle it with cash now. Here is the money.
Concierge: (Count the bill) 12345… I received 5 thousand pesos. Thank you, sir.
Guest: You’re welcome.

FOS: Okay sir. Here is your Key Card as well as your ID. Your room is located at the 2nd floor. By
the way sir, the breakfast serves at 6:30AM until 7:30AM. Is there anything I can help you with?
Guest: None.
FOS: Okay sir, let me call our Bell Service to help you with your luggage. Enjoy your stay and have
a nice day.
Guest: Thank you.

3. The bellman will assist the guest to the room

-guide the guest going to the room
-request the keycard from the guest
-show room
-closing spiel

Bell Service: Good afternoon Sir. I am Mike, your bell service. May I help you with your luggage?
Guest: Sure. Here. Thank you.
Bell Service: This way to the elevator sir.
(Guide the guest to the elevator.)
(Enter the elevator.)
(While at the elevator…)
 FOS: How’s your travel sir?
Guest: It’s good.
FOS: It’s good to hear. By the way sir our breakfast serves at 6:30AM. Our hotel gym is located on
the 4th floor and our swimming pool is at the 5th floor. Here we are now at the 2nd floor. This way
sir.

(At the front door of the room)

FOS: May I borrow your keycard sir?
Guest will give the keycard.
FOS: To open the door just the tap the panel using the keycard. This way sir. Put the keycard in
the keycard holder and the electricity will automatically open. Where would you like me to put
your luggage sir?
Guest: Just put it there.
(Show room)
FOS: By the way sir, the bathroom is over here. (Turn on the light) The remote for the television
and for aircon is just here beside the Television. A complementary bottled water is on the coffee
table. To secure your valuable belongings, we have a safety box inside the cabinet. The WIFI
password is on the table. In case of emergency just dial 911, if you need something from the
housekeeping dial 01, and if you need something from the Front Desk just dial 02. Is there
anything else I can help you with sir?
Guest: None.
FOS: Okay sir. By the way I am Mike, your bell service. Enjoy your stay.
Guest: Thank you.

4. Departure
Call the guest for check out confirmation/Spiel (2 hours before of the checkout time)
*ask the guest if wanted to check out or extend their stay
*inform the guest that the bellman will assist the guest for checking out
*the bellboy will assist the guest when checking out to the lobby

FOS: Good morning Sir. This is Mike from the front desk. I am calling to remind you that today is
your check out date at 12:00 noon. Would you like to extend?
Guest: No.
FOS: Okay sir, I will be sending our Bell Service to your room to help you with your luggage.
Guest: Okay. Thank you.

Bell Service
Bell service will knock at the door 3 times.
Bell Service: (Knock first) Bell Service! (repeat 3x)
Guest will open the door.
Bell Service: Good afternoon Sir. I am Mike, your bell service. I am here to help you with your
luggage.
Guest: Sure. Here.
Bell Service will get the luggage and guide the guest to the elevator.
Bell Service: This way Sir to the elevator. After you.
Guest: Thank you.

At the elevator
Bell Service: How’s your stay sir?
Guest: It was a good experience.
Bell Service: That’s good to know sir.

At the lobby
Bell Service: This way sir to the front desk. After you.
At the front desk
Bell Service: Where would you like me to put luggage sir?
Guest: Just put it there. Thank you.
5. Checking out
-Opening Spiel
-FDO will ask the guest of their room number and key card
-Ask the guest to wait 3 to 4 minutes for room checking
-Call the House Keeping / Status of the room
-wait for the confirmation of the housekeeping
-confirm to the guest if the room is already cleared
-check the guest’s account at the PMS for balances
-ask for the remaining balances, if there is
-provide receipt
-ask if the guest if there is anything to help with
-ring the bell for bellman’s assistance
-Closing spiel

FOS: Mabuhay! Good afternoon! Welcome to SL Hotel. I am Mike. How can I help you?
Guest: Hi! I would like to check out.
FOS: Okay sir. May I know your room number and may I also have your keycard please?
Guest: Sure. Here. My room number is 101.
FOS: Kindly wait for 3 to 4 minutes. I will just call the Housekeeping to check the room if it is
clear.
Guest: Okay.

Call the House Keeping

FOS: Good afternoon. House Keeping! This is Mike from the Front Desk. I am just calling because
the guest at room 101 is about to check out. Can you kindly check the room if it is clear?
House Keeping: Hello. Sure. (Pause for 3 seconds) The room is cleared.
FOS: Okay. Thank you. Have a nice day.

Going back to the guest.

FOS: Thank you for patiently waiting sir. Upon checking the room 101 is cleared. Let me also
check in our system if you still have the balance. (Pause) Upon checking, you still have the
balance of 2, 000 pesos. This is for availing our service for massage. Would you like to settle it
now?
Guest: Sure. (Handing over a cash)
FOS: (Receive the cash, count, and confirm the amount of cash.) Thank you, sir. 1, 2…. I received
2, 000 pesos. Here is your receipt sir. Thank you. Is there anything else I can help you with sir?
Guest: None.
FOS: Would you like me to book a grab?
Guest: No thank you.
FOS: Okay sir. Let me call our Bell Service to help you with your luggage. (Ring the bell)
Guest: Sure. Thank you.
FOS: Let me thank you for choosing our hotel. I am Mike. Have a nice trip.

Bell Service: Good afternoon sir. I am Mike, your bell service. May I help you with your luggage?
Guest: Sure. Here.
Bell Service: This way sir. After you.

6. Bellman Assistance
-assist the guest going out of the hotel
-Closing spiel of the bellman

At the front door

Bell service will hand over the luggage to the guest.
Bell Service: Here is your luggage sir. Let me thank you for staying with us. I am Mike. Have a safe
trip.
Guest: Thank you.
Concierge Flow
1. During stay of the guest
-approaching the guest
-Greetings
-the guest will ask for recommendation
-FDS recommendation of the tourist attraction, location, activities
-Discuss Tour Package together with the price and inclusions
-discuss the agreement
-filling out of the form for registration
-payment

Guest: Good day! Ms./Mr. I would like to know about some tourist destinations that may found
in your place.
Concierge: Good day! Ma’am/Sir, my pleasure to assist you. May I know the number of your
Room you’re staying at?
Guest: Room 402
Concierge: Okay Mam/Sir! The Tourist attractions and some activities that may found here in
Albay, there is the Majestic Mayon that you will truly amaze with perfect cone that you will
found in Cagsawa, Daraga, Albay together with some activities like ATV and Zipline.
Furthermore, would you like to avail our Tour Package that covers the whole tour?
Guest: That’s Great, Yes please.
Concierge: Here’s our Tour Packages.
Package 1 Albay Half Day Tour, 1-2 Pax Rates of 5,000 per person, 3-5pax for 25,000. The Tour
from Cagsawa Ruins, Riding ATV, Zipline activities and tour visiting old churches in Albay with
inclusions of free entrance fee, snacks and guide and back in forth transportation.
Package 2 Whole Day Tour, 1-2 Pax Rates of 8,000 per person, 3-5pax for 28,000The Tour from
Albay going to Camalig, Cagsawa Ruins, Riding ATV, Zipline activities and tour visiting old
churches in Albay and some tourist attractions in Camalig with inclusions of free entrance fee,
snacks, lunch, guide and back in forth transportation. Are you interested to booked one Mam?

Guest: Yes, I’m interested, kindly booked me for tomorrow.

Concierge: What type of tour would you like to avail?

Guest: The whole Day Tour Please for 2pax

Concierge: This is noted Mam/Sir, that would be 8,000 in total. May you fill out this form first for
registration.

Guest: Thank you! (guest sign)

Concierge: Thank you, how would like to settle the payment?

Guest: It’s Cash

Concierge: I receive 12345678 thousand pesos only. Thank you, Mam, I would like to inform you
Mam regarding with our cancellation policy, since this tour is for tomorrow either you’re not be
going or you’re going to cancelled it the payment is not refundable. The tour tomorrow will start
at 8am and you will come back here at hotel at 5pm in the afternoon.

2. Offering of the membership card together with the rates, benefits, and inclusions
-validation of the card and agreement and registration

Concierge: By the way Ma’am, would you like to avail our membership card?
Guest: What is it?
Concierge: It is our membership card that we offer. It come with Platinum, Gold, and Silver.
The PLATINUM is 5000 pesos, with 30% discount for benefits in your next accommodation, when
you avail to order in our Restaurant, Café and our business partner at any branch which is the
First Colonial. With the inclusions of free access in our pool, gym and Court with the validation of
1 in half year. GOLD is 4300 pesos, with 20% discount for benefits in your next accommodation,
when you avail to order in our Restaurant, Café and our business partner at any branch which is
 the First Colonial. With the inclusions of free access in our pool, gym and Court with the
validation of 1 year. SILVER is 3000 pesos, with 17% discount for benefits in your next
accommodation, when you avail to order in our Restaurant, Café and our business partner at any
branch which is the First Colonial. With the inclusions of free access in our pool, gym and Court
with the validation of 7 months. Which one do you prefer?
Guest: I prefer the Platinum, please.
Concierge: This is noted Mam/Sir, that would be 5, 000 pesos in total. May you fill out this form
first for registration, also the agreement that only the person who avail the membership card are
allowed to use the card.
Guest: Thank you! (guest sign)
Concierge: You’re welcome mam/sir. How would like to settle the payment? Would you like me
to charge it to your room?
Guest: No, I’ll pay it cash now. Here is the payment.
Concierge: I receive 12345 thousand pesos. Thank you, mam/sir.
Guest: You’re welcome.

3. Recommendation of delicacies menu in particular place.

Concierge: Also, Mam, have you tried, some of our delicacies?

Guest: Sound’s good, what are they?
Concierge: The famous Pinangat, Bicol Express with the 2 main ingredients such as red-hot
pepper or labuyo and fresh coconut milk that you will truly never forget the taste, also the sweet
and spicy flavored dessert ice cream. You can order it in our restaurant and outside which is the
first Colonial Restaurant that located in Ayala Mall Gaisano. Would you like to reserve a set or
table for 2?
Guest: Sure, please reserved me for 2 tomorrow at 7pm.
Concierge: This is noted Ma’am. Thank you! I already reserved you Ma’am. Is there anything else
I can help you with?
Guest: None

4. Closing spiel
Concierge: Thank you Ma’am, my pleasure to assist you! Have a great day