FRONT OFFICE SIMULATION SCRIPT
ROLES
• Front Desk Agent (FDA)
1. Ms. Joanna Arnante
2. Ms. Salve Mores
3. Ms. Mylen Balines
• Guest – Mr. John Luke Honorio
• Supervisor – Ms. Mariz Rosento
• Bell Boy – Mr. John Paul Dela Tonga
• Director and Creator Mr. Jheuel Pelecia
A. RESERVATION PROCESS
Scenario Problem #1: Rate Discrepancy / Pricing Confusion
Script
FDA Joanna Arnante: Good morning! Thank you for calling Sunshine Hotel. This is Joanna
speaking. How may I assist you?
Guest- Honorio: Hi, I want to book a room for February 10 to 12. I saw online that it’s
₱2,000 per night.
FDA - Joanna Arnante: Thank you, sir. Let me check the availability for those dates.
(pretends to check system)
Yes, we have a Deluxe Room available. However, the current rate shown in our system is
₱2,500 per night.
Guest- Honorio (problem): But the website says ₱2,000.
FDA- Joanna Arnante: I apologize for the confusion, sir. Allow me to double-check the rate
with my supervisor to ensure accuracy.
Supervisor- Rosento: Good morning, sir. I’m the Front Office Supervisor. The ₱2,000 rate
you saw is part of our early booking promotion. Since you qualify, we will honor that rate.
Guest- Honorio: That’s good to hear. Thank you.
FDA- Joanna Arnante: You’re welcome, sir. May I have your full name and contact number,
please?
(Collects guest details, confirms dates and payment method)
FDA- Joanna Arnante: Your reservation is now confirmed, Mr. Honorio. We look forward to
welcoming you to Sunshine Hotel.
B. CHECK-IN PROCESS
Scenario Problem #2: Guest Arrives Early / Room Not Ready
Script
FDA- Salve Mores: Good afternoon! Welcome to Sunshine Hotel. May I have your name,
please?
Guest- Honorio: Reservation under Honorio.
FDA- Salve Mores: Thank you, Mr. Honorio. I see your reservation. Our standard check-in
time is 2:00 PM, but it’s currently 11:00 AM and your room is still being prepared.
Guest- Honorio (problem): I’m tired from traveling. I really need a room now.
FDA- Salve Mores: I understand your situation, sir. Let me check for available options.
(Consults supervisor)
Supervisor- Rosento: Sir, while your assigned room is still being cleaned, we can offer you
access to our lounge with complimentary drinks, or a temporary room if one becomes
available shortly.
Guest- Honorio: I’ll wait in the lounge.
FDA- Salve Mores: Thank you for your understanding, sir. May I have a valid ID and your
payment method while we process your registration?
(Processes registration and explains hotel policies)
Bell Boy- Dela Tonga: Good afternoon, sir. I will assist you to the lounge and take care of
your luggage.
Guest- Honorio: Thank you.
(After room is ready)
FDA- Salve Mores: Mr. Honorio, your room is now ready. Here is your key card.
Bell Boy- Dela Tonga: Sir, I’ll escort you to your room and assist with your bags.
Guest- Honorio: Great, thank you.
C. CHECK-OUT PROCESS
Scenario Problem #3: Disputed Minibar Charge Script
FDA- Mylen Balines: Good morning, Mr. Honorio. Are you checking out today?
Guest- Honorio: Yes.
FDA- Mylen Balines: Here is your billing statement. Your total amount is ₱4,500.
Guest- Honorio (problem): Why is there a minibar charge? I didn’t take anything.
FDA- Mylen Balines: I apologize for the inconvenience, sir. Let me verify this with
housekeeping and my supervisor.
(Pretends to call and verify)
Supervisor- Rosento: Thank you for waiting, Mr. Honorio. The minibar charge was
mistakenly recorded. We will remove it from your bill.
FDA- Mylen Balines: Your updated total is ₱4,000, sir. How would you like to settle your
payment?
Guest- Honorio: I’ll pay in cash.
(Processes payment)
Bell Boy- Dela Tonga: Sir, may I assist you with your luggage and call a taxi?
Guest- Honorio: Yes, please.
FDA- Mylen Balines: Thank you for staying with us, Mr. Honorio. We hope to welcome you
again soon.
Guest- Honorio: Thank you for the great service.