Check - in

deluxe 2tr, deposit 20%, 400k, khách đi 2 người khách 1 là nguyên, khách 2 là hiền.

[Khách còn 3 bước]

Quỳnh: Good morning, welcome back to the FPT Hotel. How may I help you today?

Nguyên: Good morning. My name is Natalie. I have a reservation for 2 nights.

quỳnh: Please wait a moment while I check for your reservation. You are…, you’ve booked
the deluxe room, 2 adults, for 2 nights. Is that correct?

nguyên: Yes.

quỳnh: Can I have your passport, please? We will photocopy the first few pages of your
passport for paperwork. I hope you don't mind.

nguyên: ok.

quỳnh: Ms Natalie, here is the registration card. Can you please confirm all of the reservation
information on this card is correct, especially your phone number? After you’ve done that,
could you please sign at the bottom?

nguyên: ok

quỳnh: How do you pay?

nguyên: Credit card.

quỳnh: Because you have already paid 50% of the room fee, I currently have 50% of the
remaining room fee, which is [tiền], and we would like to collect an additional 20% service
deposit, which is [tiền]. The deposit will be deducted from your additional services during
your stay. If there is no service, we will refund the money to the credit card account within 24
hours of checkout. Please lend me your credit card.

nguyên: ok.

quỳnh: quẹt, trả card.

quỳnh: And here is the room key. We have a spa on the 5th floor, a free swimming pool,
and a gym on the 8th floor, and your room rate included free breakfast buffet.

nguyên: I understand.

quỳnh: Happy birthday miss Natalie! We have a little surprise for you in your room. Hope you
enjoy it! <3 This is …,she will help u with your luggage
Quỳnh: call huy: room... check in

Handling
hiền: Excuse me, the room next to mine is too noisy, we couldn't sleep.

hân: Yes, I'm sorry for the inconvenience. Please give me your room number so I can send
the staff to check..

hiền: room 123.

hân: Yes, thank you.

hân: [call ngờ (FO2): The guest in room 123 complained that the room next door was noisy.
Please come check and help me see where the problem is coming from]

NGỜ: ok.
ngờ: [nhắc khách] Hello, I'm sorry for bothering you at this hour. The hotel is very pleased to
bring you a happy moment. But right now it's time for customers to rest. Would you mind
turning down the volume a bit?”.

hân: [call nguyên] I have reminded you in the next room, sorry, good night.

hiền: tk u elm.

[10p sau khách complain lần nữa]

hiền: They are still noisy.

hân: Yes, I would like to take note of the information, right now I will remind the room to
make noise again, but after that the condition does not improve, do you want to move to
another room? However, the room price will vary. change.

hiền: Do you have any room left?

hân: let me check. We currently have a studio room priced at 3 million on the 8th floor, do
you want to change it right away?

hiền: so expensive. Can I give you a discount?

hân: I'm sorry that's not possible.

hiền: Do you have any other solution?

hân: Can you help me with a music player or earplugs?

hiền: i take earplugs

hân: Yes, would you like some hot chamomile tea to help you sleep?

hiền: ok elm.

hân: [nhờ Ngờ pha trà và đem lên cho khách]

Ngờ: [đem đồ bịt tai + trà lên cho khách]. iam reception.Here are your earplugs and some
tea. We apologize for the inconvenience. Have a nice sleep!

Check - out
Huy: Hello, how may I help you?

nguyên: I want to check out.

huy: May I have the key back?

nguyên: [đưa chìa khóa] here you are

huy: Please wait for a while, our housekeeper will check the room. [gọi ngờ HK thông báo]
phòng 123 check out.

Ngờ (HK): There are no problem

huy: The hotel service deposit will be returned to your credit card account within 24 hours of
your check-out since you did not use room service during your stay. I wonder if you were
satisfied with your stay at the hotel.

nguyên: I’m satisfied

huy: This is your receipt, please check and sign it. [chìa hóa đơn and đưa viết]

nguyênt: i'm done

Huy: Our hotel would like to thank you for choosing us for your recent vacation and
apologize for any unintentional mistakes. We wish you good health. We are looking forward
to see you again soon. Goodbye!