HILTON INTERNATIONAL

31 December 1999
Mr. I Putu Yoga Susmitha
Sales & Marketing Manager
GAMA DEWATA BALI
Jalan Tukad Yeh Aya II no. 1
Denpasar 80225
RE: WHOLESALE/CONTRACT RATE-BALI HILTON INTERNATIONAL
VALIDITY: 1 APRIL 2000 UNTIL 31 MARCH 2001
Dear Mr. Yoga
Thank you for your interest in the Bali Hilton International as per your recent fax, we are happy to offer
wholesale/contract rates exclusively for your company GAMA DEWATA effective as of 1 April 2000 untl
31 March 2001 as follows:
ACCOMODATION
FIT/GIT (Series/Package Group)
(Applicable for brochured package only)
Room only
Include breakfast
Garden view room
US$ 100.00
US$ 120.00
US$ 100.00
US$ 120.00
Ocean view room
US$ 125.00
US$ 145.00
US$ 125.00
US$ 145.00
Extra bed
US$ 25.00
US$ 35.00
*GIT is series package group with minimum of 15 guests or 10 rooms.
Ayodya Club (Executive Floor)
Garden view
Ocean View
Extra bed

US$ 145.00
US$ 160.00
US$ 170.00
US$ 185.00
US$ 60.00

Honeymoon Benefit
All honeymooners will receive the following benefits:
Upgrade to higher category room, subject to availability
Flower arrangements in the room upon arrival
Balinese sweets upon arrival
Fruit basket in the room upon arrival
Adhoc Group (incentive & conference/meeting) rates
Conditions available upon request & according to requirements
Complimentary policy for groups

Single
Double
Single
Double

Single
double
Single
Double/twin

1 (one) room (single/double) complimentary is provided for every 15 full paying rooms or 30
paying guests up to maximum of 2 rooms for bonafide Group Leaders only.
Complimentary rooms do not include any food and Beverage

Day Use
50% charge from the above room rates
MEAL RATES
Buffet breakfast
Table dhote lunch
Table dhote lunch
Buffet Dinner
Balinese cultural & Buffet Dinner
Half board Rate
Full Board Rate

Half board rate

Full board rate

US$ 16.00
US$ 16.00 (at Waterfall Restaurant)
US$ 20.00 (at Waterfall Restaurant)
US$ 20.00 (at Waterfall Restaurant)
US$ 30.00 (at Balinese Theatre)
US$ 26.00
US$ 40.00
Or
For room include breakfast rate
US$ 16.00
US$ 30.00

Meal rates are net, inclusive of 21% government tax & service charge, non-commisionable and are valid
only when sold as part of the package.
*Rates are subject to change according to changes in local legislation.
TERMS OF PAYMENT
Prepayments is required for all arrivals.
The payment should be settled one month prior to the arrival or subject to separate negotiation.

CENCELLATION & NO SHOW POLICY

FOR FITS
There is no cancellation fee, if the Bali Hilton International has been informed more than 7
(seven) days before arrival date; later han 7 days, one night cancellation fee is applied.
No-show will be charged for the whole stay period (room rate X room nights) unless otherwise is
negotiated.
FOR GROUPS
A one night cancellation fee (total number of rooms X room rate) will be applied. If the rooms are
canceled less than 30 (thirty) days, or less than the cut-off period, prior to the arrival date.
A 50% of the charge for the entire stay (total number of rooms X room rate X 50%) will be
applied if the cacellation notification is less than 10 days prior arrival date. Should the stay be for
one night or two nights only, then the full amount (not 50%) will be chargeable.
No-show will be charged for the entire stay (total number of rooms X room rateX room nights)

The above rates have been set to allow you to sell the Bali Hilton International more effectively. The
rats are extremely competitive, valid for specified market only and stictly confidential. We sincerely hope
all this will result in an increased production from your agency.
To indicate your acceptance, please sign, stamp & return the attached copy to us.
We would like to take this opportunity to thank you for your support and look forward to an even stronger
working relationship for our mutual benefit.
With best regard

Date: 15 january 2000

Andreas Saputra
Director of Sales

Accepted by:
I Putu Yoga Susmitha
Sales & Marketing Manager
GAMA DEWATA BALI

Allain Standler
Resident Manager

STANDARD OPERATING PROCEDURE FOR HANDLING PERSONAL

RESERVATION BY TELEPHONE
1. Pick- up the telephone
Q: how many ringing do you pick up the phone?
A:
2. GREETINGS, INTRODUCING SECTION & NAME, OFFERING HELP
Q: what do you say to greet the guests
Q: what Do you say to introduce your section?
Q: what do you say to introduce your name on the phone?
Q: what do you say to offer help?
Q: how do you speak to be courteously & friendly on the phone?
3. OBTAINING THE GUEST NEED
3.1.1 getting when the room is needed
Q: what do you say to know about when the room is needed?
3.2.2 getting kind & total number of room required
Q: what do you say to know about kind & total number of room needed?
4. CHECKING THE ROOM AVAILABILITY
Q: what do you say to ask the caller to wait?
Q: where can you check he availability?
4.1 the room requested is available
4.2 the room requested is not available
Q: what do you do if the room requested is not available?
5. SELLING THE ROOM
5.1 Evaluating
5.2 Approaching
5.3 Describing
5.4 Pricing
5.5 Close selling
5.6 Handling objection
Q: please write down sample sentences of selling the room?
6. RECORDING THE GUEST DATA
Q: where do you record the guest data?
Q: what do you say to ask whether reservation is for caller or anybody else?
Q: what do you say to ask the complete name?
Q: what do you say to ask the arrival & departure flights & times?
Q: wwhat do you say to ask the phone & fax number?
Q: what do you say to ask the special request?
Q: what do you say to ask the payment?
7. INFORMING TERMS & CONDITIONS OF RESERVATION
7.1 Guaranteed & Non guaranteed reservation
7.2 Cancellation & no show Policy
7.3 Check in & check out time

8. REPEATING THE GUEST DATA

Q: why do you need to repeat the guest data?
Q: which data on the reservation form needs to repeat?
Q: Give example of repeating data
9. CLOSING
9.1 Offering Other Assistance
Q: what do you say to offer other assistance that may required ?
9.2 Thanking The Caller For The reservation
Q: what do you say to thank the caller for the reservation?
9.3 Wishing to welcome the guest
Q: what do you say to wish to welcome the guest?
10. PROCESSING THE GUEST DATA
10.1 Fill in the reservation slip/diary
10.2 Fill in the reservation chart (Conventional or Density chart)

SAMPLE OF CONVERSATION FOR HANDLING PERSONAL

RESERVATION BY PHONE
KRINGKRINGKRING
R: good afternoon, yoga hotel, yogas speaking, my I assist you?
G: good afternoon. Id like to make a reservation, please
R: Certainly sir, when will you stay with us?
G: well, its for august 20th next year, and Id like to stay for 5 nights.
R: alright sir, what types/ kinds of room would you like to book/reserve?
G: I need a single standard please
R: Alright Sir, wait a moment, let me check first whether the room is available or not
I am happy to inform you a single standard is available
G: great, could you tell me your room facilities?
R: our hotel room facilities are
G: thank you, how much is the rate?
R: for a single standard, US$ 200/nights
G: well, It is too expensive for me. Can I have discount?
R: I am sory sir we cant give you a discount because our hotel is at a peak season
G: I see.
R: may I process your reservation sir?
G: well I have no choice. Yes, please
R: may I have your name Sir
G: my name is
R: could you spell it for me??
G: Yoga with Y-O-G-A and Susmitha with S-U-S-M-I-T-H-A
R: thank you Mr. Yoga. May I know your fligh detail for the arrival & departure?
G: Ill be arriving in Bali by CA 935 at 21.05 & departing by SQ 956 at 13.00
R: thank you Mr. Yoga. May I have your phone number, please?
G:.
R: and ,may I have your facsimile number, please?
G: my facsimiles number is..
R: I see. Do you have any special request ?
G: well. I need a basket of tropical fruit. How much is it?
R: it is about US$ 20. It will be charged to your room rate
G: ok, please arrange it for me
R: may I know your payment methods sir,?
G: Id like to pay by Visa Card
R: alright sir, may I know the Visa card number, expired date & card holder, please?
G:
R: thank you Mr. Yoga. For your information(term and condition of
reservation: cancellation & no show policy), check in & check out time)
G: ok, no problem
R: well Mr Yoga..so that, you reserved single standard room (repeating all important
information related to guest reservation)
G: yes, thats right
H: is there anything else, Mr Yoga?

G: no, I think its enough

R: Thank you for your reservation & we are happy to welcoming you here at our hotel
G: thank you, bye,,bye
R: your welcome

STANDARD OPERATING PROCEDURE FOR HANDLING CHECK-IN

INDIVIDUAL RESERVATION HOLDER
1. READ THE EXPECTED ARRIVAL LIST
2. MAKE PREPARATION PRIOR THE GUEST ARRIVAL
Mention the items that you prepare?
3. GREAT/WELCOME/OFFER HELP COURTEUSLY & FRIENDLY
4. ASK THE GUEST WHEATHER SHE/HE HAS A RESERVATION
5. ASK THE GUEST NAME
6. CHECK THE GUEST RESERVATION
7. REPEAT THE RESERVATION DATA
8. ASK THE GUEST TO REGISTER
What do you say to ask the guest to register?
How to offer pen & registration card correctly to the guest?
9. OBTAIN AND PROCESS THE METHOD OF PAYMENT
A. PERSONAL ACCOUNT (P/A)
What do you ask if the guest pay on personal account?
B. TRAVEL AGENT ACCOUNT (T/A)
What do you ask if the guest pay on Travel agent account?
What do you as to guaranty the extra incendental charge of the guest?
C. COMPANY ACCOUNT (C/A)
What do you ask if the guest pay on company account?
What do you as to guaranty the extra incendental charge of the guest?
10. SELLING OTHER HOTEL SERVICE/FACILITY
-restaurant
Fitness
Spa
Performance
11. PRESENT THE WELCOME ENVELOPE/GUES ENVELOPE/ GUEST CARD
A. ROOM KEY
B. GUEST CARD
C. WELCOME DRINK COUPON
D. MEAL COUPON
12. CLOSE THE CONVERSATION
12.1 SAFE DEPOSIT BOX
12.2 OFFER ANY OTHER ASSISTANCE
12.3 THANK FOR STAYING WITH US
12.4 WISH A PLEASANT STAY
12.5 CALL BELLBOY
12.6 INTRODUCING BELL BOY
13. PROCESS THE GUEST DATA
13.1 make five (5) copies of room rack slip
13.2 record the guest data on the arrival & departure book

13.3 open guest bill

a. when do you hand over this folio?
b. What documents are attached with this folio?

SAMPLE CONVERSATION FOR HANDLING CHECK-IN INDIVIDUAL

RESERVATION HOLDER
R: Good Afternoon, may I assist you?
G: Yes, good afternoon, I want to check in at your hotel now
R: excuse me, had you made an reservation before?
G: Yes, Ive made it a couple months ago.
R: may I know your complete name, please?
G: My complete name is I Putu Yoga Susmitha
R: could you speel it, please?
G: I Putu withI for, P for.
R: Thank You Mr. Yoga, one moment please, I will check your reservation
R: Mr. Yoga, you have reserved a Single standard, (repeating all the guest reservation data including
personal account or travel agent account)
G: yes, thats right
R: Do you have any change with your reservation Mr. Yoga?
G: yes, I want to extend my stay for 2 nights more
R: certainly Mr. Yoga, Could you wait a moment please, Id like to check our room availability
Im sorry to keep you waiting Mr. Yoga, we are glad to inform you that we can confirm the
extention of your stay with the same rate. Would that be fine for you Mr. Yoga?
G: yes thank you
R: would you like to fill in the registration card Mr. Yoga
G: sure
R: How was your flight Mr. Yoga?
G: well.it was nice but I managed a sleep on plane
R: is it your first time to visit Bali?
G: yes, thats right. This is my first time..
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, in a few minutes later
R: have you finished fill in the registration card, Mr Yoga?
G: Yes, I have. Here You are.
R: thank you very much Mr. Yoga, let me check it first.
a. PAYMENT BY PERSONAL ACCOUNT
1. By cash
R: do you still wish to pay by cash, Mr yoga?
G: yes, Please
R: may I have free payment (deposit) for amounting US$ .., please
G: here you are
R: thank you Mr. Yoga, let me count it for you. Wait a moment please
G: no problem!

2. By credit card
R: do you still wish to pay by VISA card/master card/amex, Mr. Yoga?
G: yes, please
R: may I have your credit card to take an imprint, please
G: here you are.
R: here is your credit card, Mr Yoga. I have taken an imprint it.
G: thank You
3. Payment by company or travel agent account
R: may I have your guaranteed letter please
G: here you are
R: well Mr Yoga, how would you like to settle yur extra charge or incendental cahrg, please?
a. BY CASH
R: may I Have pre payment amounting, please
G: here you are
R: thank you, wait a moment Mr. yoga, let me make a cash receipt for you
b. BY CREDIT CARD
R: may I have your Visa/master/amex card please
G: here you are.
R: here is your credit card Mr. Yoga
G Thank You
R: well ..Mr Yoga. Im glad to inform you that we will have a dancing event with a traditional kecak
dance on agung restaurant today. Would you like to join us? (example to sell other hotel
facilities/service)
G: it sounds great. Could you book a seat for me, please
R: of course Mr. Yoga, yes, let me book a seat for you.
Well Mr. yoga. Im assigning you a very pleasant room, its very quite and located on the third floor.
G: thank you very much
R: this is your welcome envelope. Inside this envelope you will find:
a. Your room key
Well Mr, yoga here is your room key & your room number is
b. Your guest card
Here is your guest card, please presenting your guest card to receptionist to obtain your room key
or show to attendant when youu have use the hotel.
c. Your ABF coupon
This is your breakfast coupon. If you have breakfast please show this coupon at our restaurant. It
valids for 1 person
d. Your welcome drink coupon
This is your welcome drink coupon, you can change it at our Sangeh bar near the Lobby. It valids
for 1 person.
R: Mr. Yoga. I think thats all enough. Is there anything else ?
G: well..could you tell me where is the best place for shopping in kuta?
R: well. Im pleased to recommend you to Discovery shopping mall. Its located on Jalan Kartika Plaza
kuta. It takes about 30 minutes by foot from our hotel.
There, you will find a variety of handicraft, local shirt, marchandise, branded bag, shirt & others.
G: wellthats fine! Thank you

R: Mr. Yoga. We thank you very much for your staying with us . its a great pleasure and honour for us to
be host during your stay here,. Should you have any help or assistance during your stay here, please
do not hestitate to contact us by phone. Have a nice stay Mr. Yoga
G: thank you very much for your service
R: bell boy please. Mr Yoga, he is Nanta our Bellboy. He will escort you to your room

STANDARD OPERATING PROCEDURE FOR HANDLING

CHECK-IN WALK IN GUEST
1. GREET/WELCOME/ OFFER HELP COURTEOUSLY& FRIENDLY
2. IDENTIFY THE GUEST NEED
2.1
getting when the room is needed
2.2
getting kind & total number of room required
3. CHECK THE ROOM AVAILABILITY
4. SELL THE ROOM OR OFFER THE ALTERNATIVE
5. ASK TO REGISTER
6. OBTAIN & PROCESS METHOD OF PAYMENT
7. UP SELL OTHER HOTEL SERVICE/FACILITY
8. PRESENT THE WELCOME ENVELOPE (ROOMKEY, GUEST CARD, WELCOME
DRINK & MEAL COUPON)
9. CLOSE THE CONVERSATION
9.1
offer any other assitance
9.2
thank for staying with us
9.3
wish a pleasant stay
9.4
call bellboy
10. PROCESS THE GUEST DATA
10.1
make 5 copies of room rack slip
10.2
record the guest data on the arrival & departure book
10.3
open guest bill or folio

STANDARD OPERATING PROCEDURE FOR HANDLING INDIVIDUAL

GUEST LUGGAGE CHECK IN
1. AT THE CAR STOP/ BELL CAPTAIN COUNTER
A. GREETING & WELCOMING
Good afternoon, sir/madam
Welcome to
Do you have any luggage?
B. UNLOADING LUGGAGE
Bellboy unloading luggage carefully and putting on the right place
C. CONFIRMING TOTAL, NUMBER & CONDITIONS OF LUGGAGE
Excuse me sir/madam! Ive got 2 peaces of your luggage. Is that correct?
Excuse me sir/madam! Ive got the handle of your suitcase is broken
D. ESCORTING TO THE RECEPTION
Please follow me to the reception desk!
The reception dsk is this way Sir/madam
Thi way please!
E. STACKING THE LUGGAGE ON TROLLEY
(belllboy lift & stacks the luggage on trolley properly)
F. OBATAINING BELLBOY ERRAND CARD & STAMPING
(bellboy takes a bellboy errand card and stamps it and the he stands near the guest luggage)
G. WAITING A CALL FROM RECEPTIONIST
R: bellboy please!(receptionists calling the bellboy)
B: are you ready to go to your room Mr. Yoga
G: yes, Please
2. ON THE WAY TO THE ROOM
A. MAKING A SMALL TALK & EXPLAINING THE HOTEL FACILITIES
Where are your from Mr. yoga?
How long does it take from your country to be here Mr Yoga?
How was your fight Mr. yoga?
Is it your first time for you to come to Bali?
Well mr. Yoga
- Over there is our Picasa restaurant, it opens from 0.7.00 a.m up t0 23.00 pm. It serves
breakfast, lunch & dinner
- The bar is over there , it opens from..up to ..
- There are our swimming pools. We have two swimming pools. The bigger one is our
main pool & the smaller is our river pool.
- There is our fitness centre, it opens from.up to
- Spa & beuty salon is over there. It opens from up to.
B. GOING THROUGH ELAVATOR
After you Mr. Yoga (bellboy operate the elavator)

3. IN THE FRONT OF THE ROOM

A. Explaining the room number (see how explaining room number on next page)
B. Explaining the key card system

C. Knocking the door

(when knocking the door say room boy, please)
D. Opening door gradually and see a glance whether the room is ready or not
4. INSIDE THE ROOM
A. Switching the light
B. Opening the curtain
C. Letting the guest enter the room
After you Mr. Yoga
D. Placing the luggage on the luggage rack
E. Asking the guest whether he/she allow us to explain the room facilities
Do you mind if I telling you the room facilities?
Mr. yoga, may I explain your room facilities?
Do you want me to explain your room facilities, Mr. Yog?
F. Explaining the room facilities (see on the next pages)\
G. Closing conversation
- Offering any other assistance
I think its enough Mr. yoga. Is there anything else that we can do for you now?
- Wishing a nice stay
Thank you for your staying with us Mr Yoga, should you need any assistance during your
stay here, please dont hestitate to contact our reception or information by dialing
extention number 3. Have a nice stay with us Mr. Yoga
H. Leaving the guest by closing the door slowly
5. BACK TO LOBBY
A. COMPLETING BELLBOY ERRAND CARD
B. GIVE IT TO BELL CAPTAIN

HOW TO EXPLAIN THE ROOM FACILITIES

1. THE ROOM NUMBER
Mr. Yoga, your room number is 1325, the first digit indicates the wing, the second one indicates
the floor and the last two digits is the room number
2. COMPUTERIZED KEY CARD SYSTEM
Mr. Yoga, please insert your key card in to this slot, remove it and turn the door handle while the
green light is flashing
3. AIR CONDITIONER
Your air conditioner can be individually adjusted by remote control. If you would like to have
your room temperature cooler, please press minus (-) sign button and for warmer kindly press
plus (+) button (P.S: for centrally control air conditioner, it will off automatically if the door of
balcony is open)
4. SATELITE COLOR TELEVISION
Your television can be adjusted by remote control. It has twelve selected channel. Five channels
are for international TV programmes (such as : CNN, HBO, T&T Cartoon Network, MTV &
NHK). Another five channels are for local TV programmes (such as..) and
two channels are for in house movie programmes/ video programmes.
5. PRIVATE MINI BAR
Inside your mini bar you will find some snacks, soft drinks, alcoholic drinks and complementary
two bottles of mineral water. Please fill in the minibar check/ list if you consume something from
the minibar. Should you not find anything you need , kindly contact our room service section at
extention number 5, which opens 24 hours.
6. PRIVATE BALCONY
Your private balcony is there. Let me show it for you. Your balcony faces/ overlooks on the lush
tropical garden/ white sandy beaches of Kuta/ swimming pool. From here you can see sunset/
sunrise
7. IDD TELEPHONE SYSTEM
- Your telephone is compeleted with Internatonal Direct Dial system (IDD). If you would
like to make an international call from here, please press no 9 first for outside line and
001 or 008 for international access then followed by your country code, city code, and
your house phone number.
- To call another room, just press directly the room number.
- Should there be incoming message for you, the red light will flash from here
- For more details information, please press number 0 our operator or read our
telephone/service directory
8. RADIO AND MUSIC CHANNEL
Your radio and music channels have four selected channels namely local FM radios station,
balinese traditional music, Piano instrumental & rock Music

9. POWER POINT (SOCKET)

For the information, if you charge an electric appliance such as notebook, Handphone, the voltage
of electricity in your room is 220 volts. Should you need an adaptor kindly contact our guest
relation officer or extention number 2.
10. BATHROOM FACILITIES
Your bathroom is completed with hot & cold running water, bath room aminities, bathtub and
shower. Please take note that bathtub will full of water in 4 minutes. You will find hair dryer
inside this drawer.
11. ENERGY SLOT/ MASTER LIGHT
Please insert the key tag/ key card into this slot to activate the electricity in your room. If you
remove the key tag/ key card the electricity in your room will automatically off.
12. FIRE ESCAPE PLAN/ EMERGENCY PLAN
Behind your room door there is an emergency plan. In the even of emergency such as fire,
earthquake, kindly follow the instruction to lead you to the nearest emergency exit.
13. LAUNDRY BAG & LIST
Should you have any item for laundry or pressing, please fill in the laundry list and then put it
inside laundry bag together with your items and then please call our valet at extention number 7
to fetch your items immediately.
14. IN ROOM ELECTRONIC SAFETY BOX
- First press the reset button
- Then press 4 (four) digits confidential number (PIN)
- And then, close the door of the safe and press close button (the numbers that you
assigned will dissapear after a few second and the door is locked)
- Next, to open it just enter your confidential numbers and press the open button (the door
will open)
- Finanly, close it again just close the door and press close button.
15. ADDITIONAL FACILITIES:
a. Interactive television can view the following menu selections:
1. Guests message
2. Guests bill
3. Emergency plan
4. Hotel teletext
5. Wake up call
6. Video games
7. Movie on demand
8. Play per view (PPV) television
9. Internet
10. Fax
b. Voice mail telephone system
c. Infrared sensor minibar
d. Clothelines
e. Bottle opener
f. Remote control curtain

Note:
1. The sentences on (..) is additional information , it is not so important to explain it to the
guest
2. The room explanation is based on real situation on field not a simulation

MODUL PRACTICE FOR FRONT OFFICE

SMKN 5 NEGARA

BY : I PUTU YOGA SUSMITHA

FOR ALL GRADE PURPOSE ON SMK

THIS MATERIAL IS MADE BASED ON REAL SITUATION ON HOTEL

*If you want copy this modul pleased ask permission to the owner of copyright
If you made a copy of this modul without owner permission, you will face legal law about copyright
matter.