FRONT OFFICE SERVICES NC II Assessment (Demonstration)
PART I. RECEIVE AND PROCESS RESERVATIONS
RESERVATION PROCESS (TELEPHONE CONVERSATION)
Reservation Officer : Good morning! Thank you for calling SPCF Hotel, this is ROEL
speaking, how may I help you?
Guest : Good morning! I would like to make a reservation for two, for 2
days and 1 night.
Reservation Officer : Certainly, may I know who’s on the line, please?
Guest : It’s John Reyes.
Reservation Officer : Sir, your first name spells J for Juliet, O for Oscar, H for Hotel, and
N for November, did I get it right, sir?
Guest : Yes, that’s right.
Reservation Officer : Thank you, Mr. Reyes. May I know the exact date and type of
room you would like to reserve?
Guest : It will be on June 1 to 2, 2023, and a deluxe room.
Reservation Officer : Thank you for that information, sir. May I please put you on hold,
to check the availability of the room?
Guest : Sure, no problem.
Reservation Officer : Thank you for waiting, our deluxe room is available on June 1 to
2, 2023. It costs P10,000 per night with buffet breakfast for two.
Guest : That sounds good! I’ll take it.
(Get the other details of the reservation)
Reservation Officer : Alright, sir, may I have the names of the two persons staying in the
hotel?
Guest : it’s John Reyes and Lisa Reyes
Reservation Officer : Thank you, sir. May I have your contact number, please?
Guest : My contact number is 0917-333-4567.
Reservation Officer : Let me repeat it, 0917-333-4567, is that correct, Mr. Reyes?
Guest : Yes.
Reservation Officer : May I know what time will you be arriving on June 1?
Guest : It’s 3:00 pm.
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Reservation Officer : Okay, sir. And how would you like to settle your bill, cash or credit
card?
Guest : Credit card (Visa).
Reservation Officer : May I have the credit card number and the card holder’s name,
please?
Guest : The credit card number is 123-456-789 under the name John
Reyes.
Reservation Officer : Let me repeat it, the credit card number is 123-456-789
under the name John Reyes, did I get it correctly, sir?
Guest : Yes, that’s correct.
Reservation Officer : Alright, Mr. Reyes, your bill is now settled for a total of P10,000
and your reservation has been made with the following details – a
deluxe room for two, for 2 days and 1 night on June 1 to 2,
2023.
And your arrival time is 3 o’clock in the afternoon. Are the
information correct, sir?
Guest : Yes.
Reservation Officer : By the way, sir, I would like to inform you about our 6 o’clock
Policy – the guest should check-in not later than 6:00 pm, or the
hotel has the right to offer the room to wait listed clients.
Guest : Alright.
Reservation Officer : Thank you, sir, is there anything else I can help you with?
Guest : I’m okay. Thank you.
Reservation Officer : Thank you for calling Mr. Reyes. We look forward seeing
you on June 1. Have a nice day!
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PART II. OPERATE A COMPUTERIZED RESERVATION SYSTEM
CHECK-IN PROCESS (WITH RESERVATION)
Door Attendant : Good afternoon! Welcome to SPCF Hotel, do you have a luggage
with you, sir?
Guest : Yes, I have 1 luggage.
Door Attendant : Your luggage is all fine, sir. This way to the front desk, please.
Guest : Thank you.
Front desk staff : Good afternoon, sir, how may I help you?
Guest : I have a reservation for two.
Front desk staff : Alright, sir, may I have your I.D. please?
Guest : Yes.
Front desk staff : Okay, Mr. Reyes, you have a reservation for two, for 2 days and 1
night with buffet breakfast. You reserved for a deluxe room with
queen size bed and a bath tub. Your account has been settled via
credit card payment.
By the way, sir, our buffet breakfast is served from 6 o’clock to 10
o’clock in the morning at the main dining area located on the
ground floor.
Kindly check the information in your registration form, sir. And
please sign here. (Give the folio to the guest).
Guest : Sure.
Front desk staff : Thank you, Mr. Reyes, here’s your key card and your room number
is 301 located on the 3rd floor. I will call the bell attendant to assist
you. Enjoy your stay and have a nice day.
Guest : Thank you.
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CHECK-IN PROCESS (WALK-IN GUEST)
Front desk staff : Good afternoon, sir, welcome to SPCF Hotel, I’m ROEL, your front
desk staff for today, how may I help you?
Guest : I would like to get a deluxe room for two, for 2 days and 1 night,
please.
Front desk staff : Alright, sir, may I have your full name and e-mail address
please?
Guest : It’s John Reyes and may e-mail address is johnreyes@[Link].
Front desk staff : Sir, your first name spells J for Juliet, O for Oscar, H for Hotel, and
N for November, did I get it right, sir?
Guest : Yes, that’s right.
Front desk staff : Sir, may I have your contact number and full address, please?
Guest : My number is 0917-333-4567, and my address is 123 Rizal St.,
Balibago, Angeles City.
Front desk staff : Okay sir, let me repeat, your contact number is 0917-333-
4567, and your address is 123 Rizal St., Balibago, Angeles City, is
that correct sir?
Guest : Yes, that’s correct.
Front desk staff : (Operate the hotel reservation system and print the guest’s folio).
How would you like to settle your bill, sir, cash or credit card?
Guest : I will pay in cash.
Front desk staff : (Give the printed folio to the guest).
Sir, kindly check and sign here if the information is correct. Your
total bill is P10,000.
Guest : Here’s my payment.
Front desk staff : I received P10,000. Here’s your official receipt. (Issue an official
receipt).
Thank you, Mr. Reyes, here’s your key card and your room number
is 301 located on the 3rd floor. I will call the bell attendant to assist
you. Enjoy your stay and have a nice day.
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ESCORTING THE GUEST
Bell Attendant : Good afternoon, sir, I’m ROEL, your bell attendant for today. Is this
your luggage? Do you only have 1 luggage, sir?
Guest : Yes, I only have 1 luggage.
Bell Attendant : I will handle the luggage for you, sir. This way to the elevator,
please. (Guest first – in entering and exiting the elevator).
By the way, sir, if you want to relax, we have a spa on the 2nd floor,
the gym and the pool are located on the roof deck, while our
restaurants are located on the ground floor.
Guest : Thank you for the information.
Bell Attendant : (Knock 3x or activate the doorbell. Open the door and
present the features of the room).
This is your room, sir. Here is the remote control for your TV
and air-condition, they are both working very well. Here is your
shower room with hot and cold water, also working very well.
If you need anything, just dial 0 for the front desk, 1 for the
housekeeping, and 2 for the room service. Thank you, sir, and
enjoy your stay with us.
Guest : Alright, thank you.
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PART III. PROVIDE ACCOMODATION RECEPTION SERVICES
CHECK-OUT PROCESS AND RECEPTION SERVICES
Front desk staff : Good morning, sir, how may I help you?
Guest : I’d like to check out today.
Front desk staff : Alright sir, may I have your complete name and room number,
please?
Guest : It’s John Reyes, room 301.
Front desk staff : Thank you, Mr. Reyes. I’ll just call the housekeeping department
for your check out. One moment please.
(On the phone, dial housekeeping department) Hello, room 301
check out please, thank you.
Front desk staff : By the way, sir, I’ve seen in your record that you are not a club
member yet.
Being a club member gives you many privileges including
discounts, complimentary use of amenities, and free annual
accommodation.
If you wish to be a member, we have two types of membership –
silver worth P30,000 and gold for 50,000. Would you like to be a
member, sir?
Guest : That sounds great! Yes, I will sign up for gold.
Front desk staff : Alright, sir, please fill out the registration form while I prepare
your membership card.
Thank you for being part of the SPCF Club, here’s your
membership card, sir.
Front desk staff : (Housekeeping is calling to update the status of the room) Front
desk, good morning…. Alright, thank you.
Excuse me, Mr. Reyes, may I have the key card, please.
(Check for additional charges e.g. restaurant, bar, phone calls,
etc.), ask how the guest wanted to settle his balance, then process
the payment. Issue receipt)
Sir, kindly sign here please (guest folio). Thank you.
Front desk staff : Mr. Reyes, do you have any plan of coming back soon? Would you
like us to make an advance reservation for you?
Guest : None, so far.
Front desk staff : Thank you very much, Mr. Reyes, for staying with us. We hope to
see you again soon. Have a pleasant and safe travel.