Daniel Ramos

Johan Paolo Mujar

BSHM- 3C
Front Office Operation

1. Pre-arrival
*phone ringing*
RECEPTIONIST: Hello, good morning. Johan’s Hotel, this is Paolo speaking. How may I help
you?
GUEST: I would like to reserve a room.
RECEPTIONIST: That would be no problem, Sir. May I have your full name please?
GUEST: I’m Daniel Ramos
RECEPTIONIST: Hello, Mr. Daniel. What days do you need that reservation, sir?
GUEST: From January 20 until January 24
RECEPTIONIST: Okay, Mr. Daniel What room do you want to get?
Guest: I would like to get deluxe room.
RECEPTIONIST: Okay, Sir. I will check for a while if the room is available on that day.
GUEST: Okay, thank you.
RECEPTIONIST: Hello, Sir. I have already booked deluxe room from January 20 to January 24
GUEST: Thank you.
RECEPTIONIST: You are most welcome, sir
2.Arrival
RECEPTIONIST: Hello, good morning. Johan’s Hotel, How may I help you?
GUEST: Good morning, I’am Daniel Ramos and I have a reservation for deluxe room for 4 nights.
RECEPTIONIST: Sir, Can I borrow your I.D please?
GUEST: Sure
RECEPTIONIST: Hello, Mr.Daniel May we just ask for your registration for the following and
your signature at the bottom,sir?
GUEST: Okay, Sure
RECEPTIONIST: Okay, Mr.Daniel So you are staying for 4 nights in deluxe room?
 Guest: Yes.
RECEPTIONIST: It costs you 3000 pesos, how do you like to settle the payment sir?
GUEST: I’ll pay in cash.
RECEPTIONIST: Here is your receipt, room number and your room key sir.
GUEST: Thank you.
RECEPTIONIST: You are most welcome,
3.Occupancy
*phone ringing*
RECEPTIONIST: Hello, good morning. Johan’s Hotel, this is Paolo speaking. How may I help
you?
GUEST: Can I have additional toothpaste and shampoo in room 207?
RECEPTIONIST: That would be no problem, I’ll call the housekeeping department to bring what
you need there sir[
GUEST: Thank You.
4. Departure
RECEPTIONIST: Hello, good morning. How may I help you?
GUEST: I would like to checkout today.
RECEPTIONIST: Okay, Sir May I have your room number please?
UEST: Room 207
RECEPTIONIST: Okay Sir, just wait for a moment.
GUEST: Okay
RECEPTIONIST: I’m printing your bill Sir, by the way how was your stay?
Guest: Everything is perfect and the staff is very accommodating.
RECEPTIONIST: We are very glad you enjoy your stay, Sir. Here’s your bill, your bill is payed
upon check-in.
GUEST: okayy, thank you.
RECEPTIONIST: Thank for staying with us, we hope to see you soon sir.