Front Office Services NC II Script
Good day TESDA Assessor and TESDA representative, I am YOUR NAME a candidate for FRONT OFFICE
SERVICES NC II. I’m already done with my proper hygiene, I’m wearing my proper uniform that is properly
pressed and ironed, my hair is fixed and my shoes are properly polished.
I AM NOW READY FOR WALK-IN RESERVATION.
I WILL NOW PORTRAY AS A HOTEL RECEPTIONIST
Receptionist: R Guest: G
R: Good day Ma’am/Sir! Welcome to NMSF Hotel! I am NAME ONLY how may I help you?
G: Good day! May I please book a room?
R: Certainly Ma’am/Sir. May I know the date of your check-in please?
G: Date_____________________
R: Okay Ma’am/Sir. Let me check the availability of your preferred date. (Pause)
Ma’am/Sir, your preferred date is available. For how many days would you like to stay?
G: __________ days
R: What room type would you like to have Ma’am/Sir? We have a SINGLE STANDARD ROOM that is
P1,200.00, we also have a DOUBLE STANDARD ROOM that is P2,500.00 AND we have SUITE ROOM
that is P5,000.00.
G: I’d like to have SINGLE STANDARD ROOM please.
R: Okay Ma’am/Sir, may I please have your complete name?
: May I have your E-mail address and your contact number please?
G: State the details
Name:_________________________________
Email address: [Link]@[Link]
Contact number: 09123456789
R: For how many persons would like to stay?
G: I will be staying by myself.
R: Ma’am/Sir , as a Hotel policy, we need 50% room deposit to guarantee your reservation and the remaining
50% will be paid upon check-out.
G: Okay. No problem.
R: That would be P600.00 only. Would you like to pay it by cash or card?
G: I will pay by cash.
R: I received an exact amount of P600.00. For a while ma’am/sir, I’ll process your payment and your receipt.
G: Okay, no problem.
R: Here is your receipt.
R: Let me repeat your reservation.
Your reservation is under the name of _________. Your date of arrival is on ___________. For ____night only
and ____person. Your Preferred room is _____________, worth________. Your email address is_________.
And your contact # is _________. Is that correct ma’am/sir?
G: Yes
R: Your reservation has been confirmed Ma’am/Sir. We have also sent a confirmation through your e-mail
address. Kindly present your confirmation number and your valid ID upon check-in.
G: Thank you very much.
R: It’s my pleasure ma’am/sir.
: We just want to inform you Ma’am/Sir that our standard check-in time is at 2:00 o’clock in the afternoon
and our check-out time is at 12 noon.
G: Okay, Noted on that.
R: Is there anything else that I can help you with?
G: No, that’s all.
R: Thank you for choosing NMSF Hotel! We look forward to your stay with us Ma’am/Sir.
Have a good day!
I AM NOW READY FOR GUEST ARRIVAL
I WILL NOW PORTRAY AS HOTEL BUTLER
BUTLER: B GUEST: G
B: Good Day Ma’am/Sir! My name is _____________________ the butler for today, how may I help you?
G: Good afternoon, I have a room reservation here.
B: Certainly Ma’am/Sir. I can help you with that. Before we let go of your car, may I ask you to check your
belongings if it is complete?
G: Yes, it is all complete.
B: May I carry your luggage, Ma’am/Sir please?
G: Yes, please.
B: This way to the security area, we will check and scan your luggage as part of the hotel policy. This is for
safety and security purposes only, Ma’am/Sir.
G: Okay, no problem.
B: Since we are done with the security, I will now bring you to the Front Desk Area.
This way please. (Hand gesture pointing to the Front Desk. Area)
This is our VIP guest. Please assist her/his reservation.
I WILL NOW PORTRAY AS FRONT DESK CLERK
GUEST: G
F.O: Good day Ma’am/Sir, I’m YOUR NAME the front desk clerk, how may I help you?
G: I have a room reservation here.
F.O.: May I have your booking confirmation number Ma’am/sir please?
G: My booking confirmation number is NMSF2024.
F.O.: May I have your ID for verification Ma’am/Sir please?
G: Hand-in your ID
F.O. : Ma’am/Sir Guest Name. Since you are done paying your 50% room deposit, Your room number is 203,
and it is located at the 2nd floor of this building. You will have a complimentary breakfast at NMSF restaurant.
G: That would be great!
I WILL NOW PORTRAY AS CLUB RECEPTIONIST
Receptionist: Good day Ma’am/Sir, I’m STATE YOUR NAME the Club Receptionist of this hotel. I would like
to introduce to you our Membership Cards which are Silver, Gold and Platinum card. These cards have special
privileges and discounts on some of the amenities and facilities of this hotel such as GARDEN RESTAURANT,
GOLF COURSE, WINE BAR, INFINITY POOL, RESTAURANT, FITNESS GYM, AMPHITHEATER &
SPA.
For SILVER MEMBERSHIP CARD, you will get 10% discount in our Garden Restaurant, Golf
Course, Wine Bar, Restaurant, Amphitheater, Fitness Gym, spa, and free use of infinity pool.
For GOLD MEMBERSHIP CARD, you will get 20% discount in our Garden Restaurant, Golf Course,
Wine Bar, Restaurant, Amphitheater, Fitness Gym, spa, and free use of infinity pool.
For PLATINUM MEMBERSHIP CARD, you will get 30% discount in our Garden Restaurant, Golf
Course, Wine Bar, Restaurant, Amphitheater, spa, and free use of infinity pool and Fitness Gym.
G: That would be great! How much is the card?
Receptionist: The SILVER MEMBERSHIP CARD is P3,500.00, GOLD MEMBERSHIP CARD is P4,500.00,
AND PLATINUM MEMBERSHIP CARD is P6,000.00. All are renewable every year.
(NO PMS)
G: I would love to avail the platinum membership card. May I please have a membership form so I could
sign-up?
Receptionist: Please fill-up this form Ma’am/Sir?
G: Here is the form and the payment.
Receptionist: Thank you! Here is your platinum membership card. Thank you for availing the card and
we hope that you will enjoy your stay with us.
(WITH PMS)
R: Okay sir, for a while I will process your card.
: May I have your payment please,(count the payment) I received exactly 6000 pesos.
: For a while, I will process your payment and your receipt.
: Here’s your receipt and your Platinum card.
: Thank you for availing the card and we hope that you will enjoy your stay with us.
I WILL NOW PORTRAY AS HOTEL BUTLER
(Front Desk Area to Elevator )
Butler: Ma’am/Sir, this way please.
: (Chit-chat while walking) By the way, Ma’am/Sir at your right side is the NMSF restaurant, adjacent to
that is the Ean’s Wine Bar and our infinity pool is located at the 4th floor of this building.
: We are now at the elevator, please watch your step.
:We are now at the 2nd floor ma’am/sir. (Proper hand gesture) This way please to your room.
At the room
Butler: Ma’am/Sir, may I have your keycard please. Sir/Ma’am, this is how you open the door, just
swipe the keycard and if the light turns green, it means the door is open and if it turns red, the
door is still lock.
:(Knock 3x) Room Check!
:To turn on the lights, place your keycard here.
:Please have a sit ma’am or sir.
:This is your room Ma’am/Sir.
:That is your bed room, comfort room, we have TV and the mini bar
:Would you like some refreshment? We do have shakes and frappes.
Guest: No, thank you.
Butler: If there’s anything I can help you with, just dial 110 for your assistance and I will be happy to
assist you. Hope you enjoy your stay with us. Have a nice day! (Mabuhay gesture)
ROOMING SERVICE
HS: Housekeeping Supervisor
HS: :Good morning Ma’am/Sir, how was your stay?
Guest: :Good morning, it’s great and relaxing.
HS: :Oh, it’s good to hear that. By the way, have you gone to our infinity pool?
Guest: :Yes, I was there this morning and it was amazing.
HS: :Thank you so much for your good feedback.
:By the way, Ma’am/Sir, would you like to extend your stay with us?
Guest: :No, I will be checking out tomorrow.
HS: :Okay. Would you like me to process your bill?
Guest: :Yes, please.
HS: :Okay Ma’am/Sir, your bill will be available tomorrow for fast transaction. If there is anything
you want Ma’am/Sir please dial 110 for your assistance. Enjoy your stay and have a nice day
(Mabuhay gesture)
CHECK-OUT SERVICE
I WILL NOW PORTRAY AS FRONT OFFICE STAFF
F.O.: : Good Day! This is _________ from front office department. I would like to inform you that
today is your check out. Would you like to extend your stay with us?
Guest: : No. I’ll be checking out today.
FO : Okay, your butler will be there in 10 minutes to help you with your luggage.
Guest : Okay, Thank you!
FO : It’s my pleasure ma’am. Thank you and have a nice day.
I WILL NOW PORTRAY AS HOTEL BUTLER
AT THE ROOM
Butler: (Knock 3x) Good morning ma’am/Sir. I am STATE YOUR NAME I will be your butler for
today. How was your stay?
Guest: It was great!
Butler: That’s good to hear Ma’am/Sir. Thank you for the positive feedback. We hope to see you on your
Next stay. May I carry your luggage now Ma’am/Sir?
AT THE FRONT OFFICE
F.O.: Good morning Ma’am/Sir. How was your stay?
Guest: It was great.
F.O.: Thank you for the positive feedback.
F.O.: Ma’am/Sir, since you don’t have any additional charges. Just pay the remaining 50% of your room
rate. So, your remaining bill is 600 pesos.
: May I have your payment please.
Guest: Here is the payment.
F.O.: I received the amount of P__________________________ Ma’am/Sir (Count the payment).
: For a while ma’am/sir I’ll process your payment and your receipt.
: Here’s your receipt ma’am. Please affix your signature at the buttom.
Guest: Thank you.
F.O.: It’s my pleasure ma’am/sir. Thank you for choosing NMSF hotel as one of your accommodations.
:We are looking forward on your next stay with us with your friends or family. Have a nice day and
Mabuhay. (Mabuhay gesture)
Butler: This way please to the exit area. (Help carry the luggage to the exit or place it to his/her/their car).
: Is there anything else I can help you with?
Guest: None so far. Thank you!
Butler: It’s my pleasure ma’am/sir. Thank you for choosing NMSF hotel as one of your accommodations.
:We are looking forward on your next stay with us with your friends or family. Have a nice day and
Mabuhay. (Mabuhay gesture)
RESERVATION SLIP
NAME OF GUEST
DATE OF ARRIVAL
DATE OF DEPARTURE
NUMBER OF DAYS
NUMBER OF PAX
TYPE OF ROOM & RATE
EMAIL ADDRESS
CONTACT NUMBER
50% ROOM DEPOSIT