CHECK IN (FRONT DESK CLERK SCRIPT)

1. Greeting the Guest Good afternoon mam!

Welcome to Golden Lion Hotel.
I am ________. How may I help you?

** guest answers: I have my reservation.

2. Ask the guest if they Do you have a reservation mam / sir?

have reservation. (** guest answers Yes.)

May I have your name mam/sir?

May I borrow your ID mam /sir?
(guest state his/her name and give ID)
Thank you, Mr./Ms., ______.
Let me locate your reservation.

3. Inform the guest about Excellent! Mam/ Sir, you have reserved a ___________ room for ____
the confirmed nights from ________ to ________.
reservation. Is it correct mam?

(Guest agrees)
4. Inform the guest about Upon checking your account maam, you still have an outstanding
the status of the balance of ____________ pesos.
reservation Would you like to settle it now or upon check out mam?

(guest answers upon check out)

Alright mam that will be noted.

5. Offer the Hotel VIP Maam/ Sir, may I offer to you Hotel VIP Loyalty Card?
Loyalty Card
It entitles you to:
- 15% discount on your total food bill.
- 15% discount on laundry service
- 10% discount on beverage orders year-round.
- It also gives you and waives corkage fee for 5 bottles for
banquet events.
- Lastly, it provides very special room rates exclusively for
members that can be availed for one full year.

Would you like to avail our VIP Loyalty Card?

(guest agrees)

Please fill out the membership form.

The membership fee is ______ pesos.
Would you like to settle it now?
Will you pay it in cash or credit card?

(process the payment… then give the membership card)

6. Give the Keycard Here is your keycard maam/sir.

Your room is located at ___________ (state the floor).

7. Introduce the bellman Here is _________ (state the name).

He will assist you to your [Link] you for choosing Golden Lion
 Hotel and enjoy your stay.

CHECK OUT (FRONT DESK CLERK SCRIPT)

1. Welcoming and greeting Good Afternoon Sir/mam.

guest arrival. Welcome to Golden Lion Hotel.
I am __________ the bellman.
Let me assist you with your luggage sir/mam.
This way to front desk.

CHECK IN (BELLMAN SCRIPT)

2. Welcoming and greeting Good Afternoon Sir/mam.

guest arrival. Welcome to Golden Lion Hotel.
I am __________ the bellman.
Let me assist you with your luggage sir/mam.
This way to front desk.

AFTER CHECK IN (BELLMAN SCRIPT)

1. Greeting the guest Good afternoon, sir/mam.

2. Introduce facilities of the How was your day sir/mam?

hotel.
Let me introduce our hotel facilities sir/mam.
We have
1. A wellness spa located at the ground floor near the pool. We
offer services like massage, foot spa and hair treatment.
2. We also have a gymnasium located at the 3rd floor, we offer
personalized training with our competent gym instructors.
3. If you want to experience our fine dining, we have our
restaurant located at the top floor with the view of the city
lights. We offer Asian and Japanese cuisine.

AT THE DOOR (BELLMAN SCRIPT)

1. Assist guest in entering We are now at the front of your room sir/mam.
the room. May I have the keycard.
Please come in sir/mam.
Here is your room, you have:
Introduce room facilities and offer 1. _____ (single, double, queen, king) bed.
assistance. 2. Television with cable and internet connection
3. Mini bar
4. Hot and cold shower.

Your safety deposit box over here, you may change the code for
privacy.

Do you need anything else sir/mam?

If you need assistance, please dial 0 and you will be directed to the
front office.

Thank you for choosing Golden Lion Hotel and enjoy your stay
sir/mam.
CHECK OUT (BELLMANS SCRIPT)
1. Announce bell service Knock 3x and announce bell service.

2. Greeting the guest and Good Morning mam.

assist luggage My name is ____ the bellman.
May I assist you with your luggage. You have ____ (state no of
luggage’s).
3. Assist guest to front desk. Sir/mam here are your ___ luggage’s.
Do you need anything else sir/mam? Alright sir.
(guests responds - none)
RESERVATIONS (WALK IN)

1. Greeting the Guest Good Morning!

Welcome to Golden Lion Hotel.
I’m ________________. How may I help you?

(guest answers – good morning, I want to book a room).

2. Ask the date of arrival Certainly sir.
What date will be you arriving sir?

(guest gives the date)

3. Ask how many guest For how many guests’ sir?

No. of adults | [Link] kids

(guest answer no of guest)
4. Ask how many nights the How many nights would you like to stay with us?
guests would be staying. Or…. For how many nights sir?

(guests answer the duration of stay)

5. Repeat and confirm the So, you would be arriving on __________ and departing on _____.
date of arrival and Is this correct mam/sir?
departure.
(guest agrees)
6. Inform the guest about I have those dates available mam/sir.
the availability of the We have:
room.
1. Standard Room
Make suggestion of rooms – good for 2 persons
available. - it has a double bed, a mini bar, hot and cold shower and it
is fully airconditioned.
Ask guest room - rate
preference.
We also have:

2. De Luxe Room
- good for 2 persons
- with 1 king size bed
- a kitchenette
- a mini bar
- a living room
- hot and cold shower
- a balcony facing the beautiful view of the ocean.
- rate

Which do you prefer sir/mam?

 (guests selects a room)

7. Inform the guests of the That would be a total of _________ pesos per night with a
room rate complimentary breakfast.

(guest agrees)
8. Ask for guest details. Great.
I’ll just need to take a few details from you.
May I have you name please?
Can you spell for me please.
May I have your address, contact number?
Are you affiliated to any company sir?
(guests answers all questions)
Mr./Ms.______ I have booked a __________ (state the room type
standard or deluxe) for you for _______ ([Link] nights).

(guests agrees)
9. Remind the guest about Mr./Ms. ______ our standard check in time is at 2:00 PM and check
standard check in /out out is at 12:00 noon.
time. Inform the guest
about early arrival However, if you arrive earlier, we can store your luggage for you.

10. Inform the guest about As a company policy, we will charge 50% of the total bill to guarantee
hotel policy of 50% your reservation. That would be _________ pesos.
deposit and payment
The remaining balance can be settled at the end of the stay.
How will you be paying your account? is it thru cash or credit card?

(guests answers – cash/card)

If cash – count the money and process payment.

If card - May I have your valid id and credit card number and expiry
date?

(guest pays)
11. Provide receipt and Thank you, sir/mam.
confirm / repeat details of Here is your receipt.
booking. We will forward you a confirmation letter for your booking.

I will now confirm the details of your reservation.

The booking is for _______________ spell name________.
Arriving on _______ for ______nights. (state the number of nights
stay).

We have booked you in to a __________room (state type of room).

The rate is _________ pesos per night including breakfast.
Your address is ________________ and contact number_________.
You have paid ________ pesos today which guarantee your booking.
Is it correct Mr. ____?

(guest agrees)
12. Ask the guest needs. Is there anything else I can help you with?

(guest answers)
13. Provide confirmation Okay sir, Your reservation confirmation number is 33-69960.
 number
(guest acknowledged the RCN)
14. Thank the guest Thank you for having a reservation with us.
We look forward to seeing you on _______.
Have a nice day.

(guest thank the clerk and leave.)