1.

CONVERSATION GUEST WITH RESERVATIONIST

Reservationist : “Good morning, Uma Hotel. Yunita speaking. How May I assist
you?”

Guest : “Good morning. I would like to make a reservation please”

Reservationist : “Certainly sir. May I know what type of room do you want?”

Guest : “May I know the kinds of room and your facilities?”

Reservationist : “Certainly Sir. We have three kinds of room, the suite room, the
executive room, and the deluxe room. Our suite room has a balcony with the view
of the ocean, a sofa set, a walk in bathroom with shower, bathtub with hot and
cold running water, Jacuzzi, a king size bed and air conditioner. It is $ 400/ night.
Our executive room is composed of single size bed, a balcony with the view of the
mountains, two sofa sets, a bathroom with bathtub with hot and cold running
water, Jacuzzi and shower and air conditioner. It is $ 300/night. Lastly our deluxe
room has a double twin size bed with sofa set and two couches. It has a flat screen
television and air conditioned. It has a bathroom complete with a shower, bathtub
with hot and cold running water, Jacuzzi and a sink made of real shell. It has a
balcony with the view of the beach resort. It is $ 250. We also offer free breakfast
and dinner. Which one do you prefer sir?”

Guest : “I would prefer the Suite room”

Reservationist : “Wait a moment, I would like to check it first”

Guest : “Yes, please”

Reservationist : “Thank you for waiting, You’re very lucky because Suite Room
available for you”

Guest : “Thank you”

Reservationist : “May I have your name, please?”

Guest : “My name is John Leonard”

Reservationist : “Could you spell your name please”

Guest : “J – O – H – N L – E – O – N – A – R – D”

Reservationist : “ Well, your name is John Leonard, right?”

Guest : “Yes, that’s right”

Reservationist : “How many person is the reservation for?”

Guest : “The reservation only for myself”

Reservationist : “How long you will stay in our hotel?”

Guest : “For 3 nights, on April 1, 2019”

Reservationist : “Could you please tell your address and contact number?”

Guest : “My address is on #19, Orville Village, Marikina City, Singapore

and my contact number is 335-6790.”

Reservationist : “ Alright Mr.

John , well your address is on #19, Orville Village, Marikina City, Singapore and
your contact number is 335-6790. Is that right?”

Guest : “ Yes, that’s it.”

Reservationist : “ Your address and contact number is noted. May I know you pay
by credit card or cash?”

Guest : “ Credit Card, please”

Reservationist : “Do you have any special request Mr John?”

Guest : “It’s possible for me, I would like to arrange airport transfer, pick
up from Ngurah Rai International Aiport to your hotel, please”
Reservationist : “Yes, sure sir. May I know when you time arrival?”

Guest : “Yes, I will arrive in Ngurah Rai International Airport on April 1,

2019 at 09.00 a.m by Singapore Airlines A350-900”

Reservationist : “ Alright Mr. John , I will repeat all the information I got from
you. Your name is John Leonard . You’ll stay from April 1, 2019 until April 4,
2019.. You will be staying in the suite room which costs $ 400, because you stay
for 3 night the total cost is $1200 and you will pay by credit. And your special
request you want pick up service from airport at 09.00 a.m. That’s correct?”

Guest : “ Yes, that’s correct.”

Reservationist : “ Well Mr. John. Your reservation is done. Is there anything else I
can do for you?”

Guest : “ That would be all”

Reservationist : “Well Mr. John thank you for your reservation and We will see
you on 1st April 2019. Have nice day”

Guest : “ Have nice day too”

2. CONVERSATION AIRPORT REPRESENTATIVE WITH GUEST

(Airport Representative pick up the guest from Airport to the Hotel)

Airport Representative: AR

Guest :G

Car Driver : CD

AR : MR .John

G : Yes that me

AR : This way , please

G : sure

Ar : Good afternoon sir,my name is Sepri Keren , I’M the airport represantive
from H.I Hotel ,Welcome to bali your name is John ,your destination is from
Singapore to Denpasar and your flight number is GG 999 at 09.00 is that right
sir?

G : Yes , that right

AR : “Well Mr. John, before we going to the hotel . Do you want to use the
restroom ? or do you want to change your money to rupiah?

G : “No.I don’t need to do anything , I already have Indonesian money .Lets

go to the hotel!

AR : Sure

CD : Excuseme sir, I’m sandiarta the car driver.Nice to meet you.

G : “Nice to meet you mawan”

CD : Please allow me your luggage then put in the car

G : “Thank you very much

CD : No problem sir,our car is that way.Please, follow me!

G : OK

AR : Have a seat, please!

G : Occh Thank you!

AR : How’s your flight Mr john

G : The flight is nice and safe.

AR : “Well Mr John this’s first time you come to Bali”

G : “Yes, this my first time trip to Bali”

AR : Do you have plan of where to go while you are Bali?

G : No actually , I have no idea where to go.

AR : “Really? Our hotel will make your vacation in Bali amazing, That’s our
promise, Mr John. I would like tell you general information for you. Bali which is
referred also as The Island of Gods, The Paradise Island, or The Island of A
Thousand Temples, is located between Java and Lombok. The larger Java is
located to the west while Lombok is situated to the east of Bali. Geographically,
Bali is the westernmost end of the Lesser Sunda Islands. Administratively, Bali is
one of the 33 provinces of Indonesia with Denpasar at the southern part of the
island as its capital. Bali is home for small Hindu community. In 2010, 92.29% of
the total population of 3.891,000 adheres to Balinese Hindu. The rest of the
number adheres to Islam, Buddhism and Christianity. Bali is famous as the largest
tourist destination in Indonesia and also well known all over the world. The
popular image of the island is that it is rich with sophisticated arts like traditional
and modern sculpture, leather, painting, dance, music, and metalworking. Our
currency is Rupiah as the national money in Indonesia, 1 dollar is IDR 13.000.
Bali has many kind about traditional and cultural,,,,,,,,,(Information about Bali)”

AR : “Well Mr John. 15 minutes again. We’ll arrive in Uma Hotel. Please

prepare yourself, don’t forget anything like your personal belonging”

G : “Thank You”

AR : “ Mr John. Now, We arrive in Uma Hotel. Please take out from the car,
mind your head and your step”

AR : “Welcome to Uma hotel, your luggage will be handle by our bellboy”

G : “Thank you for your service. This’s for you”

AR : “Thank you”

(CHECK IN PROCESS)

3. CONVERSATION BELLBOY WITH GUEST

Bellboy : “Excuse me Sir. You have 2 pieces of luggage, 1 suitcase and 1

hand bag. Is that correct Sir?”

Guest : “Yes… that’s right.”

Bellboy : “Would you like to follow me to Front Desk?”

Guest : “Of Course.”

Bellboy : “Just come this way, Sir.”

Guest : “Thank you…”

4. CONVERSATION DOORMAN WITH THE GUEST

(Doorman open the door for the guest)

Doorman : “Good morning, Welcome to Uma Hotel”

Guest : “Good morning”

5. CONVERSATION RECEPTIONIST WITH THE GUEST

(The guest do the check in process)

Receptionist : “Good morning. Welcome to Uma Hotel. How may I assist

you?”

Guest : “Good morning, I would like to check in, please”

Receptionist : “Do you have any reservation before, sir?”

Guest : “Yes, I have. It’s under the name of John Leonard.”

Receptionist : “Can you please spell that for me, Sir?”

Guest : “Sure. J-O-H-N L-E-O-N-A-R-D

Receptionist : “Please wait a moment I would like to check first. Thank you for
your waiting. You have reserved a suite room for you with a view of the ocean for
three nights. Is that correct?

Guest : “Yes, it is.”

Receptionist : “Well Mr John wait a moment. I would like to call our guest
relation officer”

Guest : “Yes please”

Receptionist : “Mr. John, He is our guest relation officer, namely Mr Putra. Mr

Putra will escort you to your room, for your luggage will handle with our bellboy.
I hope you enjoy with us and have nice vacation in Bali”

Guest : “Thank You”

6. CONVERSATION GRO (Guest Relation Officer) WITH THE GUEST.

GRO : “Good Morning Sir, Welcome to Uma Hotel. I’m Putra, I’m
Guest Relation Officer in here, My pleasure to handle you today”
Guest : “Nice to meet you Putra”
GRO : “May I escort you to your room?”
Guest : “Yes, please”
GRO : “Mr John your room located on the ground floor. Follow me
please … “
Guest : “Sure…”
When escort the guest, the GRO explain about general information about hotel
and facilities. In this moment, the GRO try to promotion the hotel’s product.
GRO : “Excuse me Mr. John. For your information, our restaurant is
located on the first floor next to the Pool Bar. It is open start from 07.30 – 23.00.
We serve a buffet breakfast from 07.30 AM – 11.00 AM, lunch and dinner. We
have a gym as well. The gym located on the ground floor behind the lobby and
business centre also in the same floor, beside the gym. If you want to do a fitness,
you will able to use our gym free of charge from 06.00 – 18.00.”
Guest : “Lovely …”

*In front of the room, GRO will explain about the room view*
GRO : “Well Mr John, This is your room. The room will be facing to the
garden with Frangipani flower. And here is your private balcony and please enjoy
your refreshing time at the balcony.”
Guest : “Alright.”
GRO : “Before you entire the room, would you mind if I open the door
and check your room first?”
Guest : “No problem…”

GRO knock the door and open it. GRO get in the room, turn on the light, and open
the curtain.

GRO : “Well Mr John. Your room is ready. After you please…”

Guest : “ Thank you.”
GRO : “Before that, Could you fill this registration before, this pen”
Guest : “Thank You”
GRO : “May I know, about your payment, you pay by cash or credit?”
Guest : “Credit please”
GRO : “Excuse me Mr John, May I explain your room facilities now?”
Guest : “Yes please….”
GRO : “Alright… We start from the corner first, this is your telephone. If
you want to do a local and international call please dial your destination number
with area or country number first, and following by your destination number. If
you want a operator service please dial 0, dial 1 for calling room service, dial 2 for
calling front desk and housekeeping and laundry service please dial number 3. “
Guest : “Alright…”
GRO : “Well, this your television. It has 99 channel. if you want to
know about Hotel facilities you could choose channel 1. For a local and
international channel please find it on the channel list.”
Guest : “Great…”
GRO : “This is your mini bar there are some soft drink and any kind of
chips, special for you. In there are Cassava Chip special for you”
Guest : “Thank You”
GRO : “Well, this is your wardrobe. Please hanging your cloth with the
hanger. This is a laundry bag. If you have dirty clothes and you want to laundry in
our hotel please put your dirty clothes in the laundry bag and put in front of your
room. Our staff will be collect your laundry before 10 AM. Please don’t forget to
sign the laundry price list. There is a safety deposit box as well. Please keep your
valuable things in the safety deposit box with 3 digits of secret number or
character.”
Guest : “Alright…”
GRO : “This is your luggage rack. Please put your luggage over here.
And this is your dressing table. If you have a beauty case or hand bag, please put
on the dressing table. There is a drawer as well include the hotel stationary. This
is free of charges for you.”
Guest : “Lovely…”
GRO : “Now.. we move to your bath room Mr John. This is shower, you
have cold and hot water. If you want hot water please press the red button and for
cold water please press the blue one. This is your toilet bowl. For flashing, you
just press the flashing button on the toilet bowl”
Guest : “Sure…”
GRO : “This is your Bath tub,Mr John. You could enjoy the hot or cold
water. The operation is same with your shower. Red button for hot water and blue
button for cold water. You are able to do a private massage as well. Please find
out the aroma therapy in our drugs store beside the lobby.”
Guest : “Fantastic…”
GRO : “This is your washbasin. Please wash your hand or face with the
guest amenities. Our room attendant will change or refill your amenities every
day.”
Guest : “Good…”
GRO : “That’s all about the bath room. Please follow me Mr John”
Guest : “ Sure…”
GRO : “This is your Kitchen net Mr John. If you want to prepare your
breakfast or meal, you are able to use your kitchen net. And for enjoy your
breakfast, you could do it in your dining room.”
Guest : “Okey”
GRO : “That’s all about the room facilities that I could explain to you.
This is your room key and guest card.”
Guest : “Alright…”
GRO : “Is the anything else,Mr John?”
Guest : “No… thanks.. all is clear.”
GRO : “Alright Mr John. If you need any further assistance, don’t be
hesitate to call us by dial number 2. I hope you have a pleasant stay with us Mr
John.”
Guest : “ Thank you so much … this is for you..”
GRO : “Thank you so much Mr John. Our bellboy will come and take
you luggage”
Guest : “Thank You”
GRO : “I hope you have nice day with us”
Guest : “Thank you for your help”

7. CONVERSATION TELEPHONE OPERATOR WITH GUEST

Telephone Operator : TO

Guest :G
TO : “Good evening, Thank You for calling. Putra speaking. How may I assist
you?”

Guest : “Good evening, I have a plane to catch tomorrow morning and I can't
miss it. Is it possible to arrange a wake-up call for 6:30am?”

TO : “May I have your name?”

Guest : “My name is John Leonard”

TO : “Could you spell your name, please?”

Guest : “Yes, J-O-H-N L-E-O-N-A-R-D”

TO : “What is your room number?”

Guest : “I’m staying in suite room number 101”

T.O : “Well, You make wake-up call at 6:30 in the morning. Is there anything
else I can help you with today?”

Guest : “Yes, I’d like to have some breakfast and a pot of tea delivered to by
room after my wake up call”

T.O : “What breakfast would you like a full English or continental breakfast?”

Guest : “A full English with extra toast please”

TO : “Alright, Would also like me to arrange a Car to the airport for you?

Guest : “Hmm, Yes that would be great. Please prepare a car for me at 07.00 am,
because I must in the Airport at 09.00 am”

TO : “Well,,Is there anything elese, Sir?”

Guest : “No, Thanks for all your help”

TO : “It my pleasure. Have a nice day”

Guest : “Have a nice day too”

(CHECK OUT PROCESS)

8. CONVERSATION GUEST WITH RECEPTIONIST

Receptionist : “Good afternoon, Uma Hotel. Yani speaking, How May I

assist you?”

Guest : “Yes. I would like to check out now, could you call your
bellboy to help me bring my luggages.”

Receptionist : “Alright, sir. May I know your room number, please?”

Guest : “My room number is Suite room 101”

Receptionist : “Please wait a moment, sir. I would like to call our

bellboy to come to your room”

Guest : “Thank you.”

Receptionist : “You’re welcome.”

“Receptionist is Checking that Guest Data”

9. RECEPTIONIST CALLS THE BELLBOY

Receptionist : “Excuse me, Mr. Armawan, please come to the suite room
number 101 to help pick up luggages”

Bellboy : “Yes, I will go to the suite room number 101. Thank you
for your information.”

Receptionist : “Thank you”

10. RECEPTIONIST INFORM FRONT OFFICE CASHIER

Receptionist : “Excuse me, please you prepare the guest bill because guest suite
room number 101 will check out”

F.O Cashier : “Yes I will prepare the guest bill suite room number 101”

Receptionist : “Thank You”

11. BELL BOY ARRIVE IN FRONT OF GUEST ROOM

Bell Boy : “(Knock the door 3 times) Bell Boy please”

Guest : “Please come in”

Bellboy : “Excuse me, Mr. John. Would you like to check out now ?”

Guest : “Yes, you’re right. Please help me. This is my luggages.”

Bell Boy : “All right Mr. John. have you finish to prepare all of your
luggage?”

Guest : “Yes, I have”

Bell Boy : “May I help you to check again? Because I want to make sure
that you did not leave your stuff”

Guest : “Of course, thank you”

Bell Boy : “All right.sir. Your room is clear now, please come to the lobby
with me (after check the room) Now, may I carry your luggage?”

Guest : “Sure, here is it”

Bell Boy : “Well, please follow me to lobby and main your steps”

Guest : “Okay”
12. CONVERSATION GUEST WITH BELLBOY (ARRIVE IN THE
LOBBY)

Bell Boy : “All right, Mr. Peter we have arrived in the lobby. Please you
come to Front Office Cashier”

Guest : “Okay. Thank you”

13. GUEST GOES TO FRONT OFFICE CASHIER

F.O Cashier : “Good afternoon, sir. How may I assist you?”

Guest : “Good afternoon, I would like to check out”

F.O Cashier : “May I know your room number, please ?”

Guest : “My room is suite room number 101”

F.O Cashier : “Your name is Mr. Jhon Leonard and you have stayed with us
from 1st April 2019 that correct ?

Guest : “Yes, that’s right”

F.O Cashier :“Could you please wait a moment Mr. John? because our
Housekeeping staff still checking your room”

Guest : “Okey”

F.O Cashier : “Nothing problem or lost in your room”

F.O Cashier : “All right, sir, please wait in a moment. I would like to check your
bills”

Guest : “Yes please”

FO Cashier : “Excuse me, Madam. This is your bill”

Guest : “Oh okay”

FO Cashier : “Well Mr. John, May I know about your payment?”

Guest : “I will pay by credit card , may I know what kind of credit card
do you accept in your hotel?”

FO Cashier : “In our hotel accept 3 kind of credit card such as AMEX
(American Express), Bank AMER, and DC (Diner Club). May I know what kind
of credit card will you use to pay?”

Guest : “I will pay by AMEX (American Express)”

F.O Cashier : ”All right Mr. John, may I borrow your credit card to complete
your payment ?”

Guest : “Here it is”

F.O Cashier : “All right, sir. your bill is $ 2.450. is that’s right ?”

Guest : “Yes, that’s right”

FO Cashier : “Please enter your pin number, sir”

Guest : “Okay”

FO Cashier : “Excuse me Madam, please you sign here”

Guest : “Okay”

FO Cashier : “All right Mr. John, this is your credit card, guest bill”

Guest : “Thank you”

F.O Cashier : “Well, thank you for your coming Mr. John. I hope you have a
nice next trip and will stay at our hotel next time on your holiday”

Guest : “Okay, your welcome”

FO Cashier : “Now, please you come to reception desk to bring back your room
key”

Guest : “All right”

Receptionist : “Good afternoon, sir. How may I assist you ?”

Guest : “Good afternoon. I would like to check out and I have done to
process my payment at the front office cashier. This is my room key”

Receptionist : “Thank You, Well Mr. John. Thank you for your coming. I hope
you have a nice next trip and will stay at our hotel next time on your holiday”

Guest : Oh yes, sure.

14. BELLBOY COMES TO THE RECEPTION DESK

Bell boy : “Excuse me, Mr. Peter. Your car is coming”

Guest : “All right. Thank you”

Bell boy : “Thank you for your coming. I hope you have a nice next trip
and will stay at our hotel next time on your holiday. Good bye”

Guest : “Yes, sure. Good bye”

15. AIRPORT REPRESENTATIVE PICK UP THE GUEST FROM HOTEL

TO THE AIRPORT.