SAMPLE RESERVATION SPIEL (Reservation Officer)

Reservation Officer: "Good morning. You’re calling DAP Hotel. This is

Marichou How can I help you"

Guest: "I would like to make an inquiry and a possible reservation.

Reservation Officer: "Certainly Ms! May I know your name Ms?

Guest: This is Marichou C. Barong. Can u give me a best room rate

for 2A and 2K on May 14-16, 2021.

Reservation Officer: Alright Sir. Let me check on the availability of the

room on those dates Ms..

Guest: Okay.

Reservation Officer: Mrs. Auxtero the room available on that day is Deluxe
Garden view with the rate of Php2000/night good for 2A and
2K. Kid ages 0-7y/o is FOC. Because kid ages 8y/o and
above is considered as 1 PAX. It has an inclusion of
breakfast per adult/day Sir.

Guest: Okay I’ll go for that with my wife. I’ll be staying for
2nights/3days. And my 2 kids age is 5 &7 y/o.

Reservation Officer: Copy that Ma’am. May I get further details sir to
complete the information required? (Proceed getting the
information and refer it to the reservation form). May I
repeat the details of reservation sir?

Guest: Please.

Reservation Officer: (Repeat the details of your reservation. Names shall

be spelled out using phonetic alphabet). Did I get it right
Ma’am?

Guest: Exactly.

Reservation Officer: Ma’am to confirm your reservation, we need a 50% as

your reservation fee/down payment amounting to Php2000
or you have the option to pay the full payment sir of
Php4000. You can pay that personally here or through our
Bank Account number and just email us your deposit slip.

Guest: Bank transfer would be easy. Can i have your Bank

Account?

Reservation Officer: We have Land Bank of the Philippines Sir. Account

Name: DAP Hotel, Account Number: 1234567890. I’ll repeat
Sir Account Name: DAP Hotel, Account Number:
 1234567890. Please send us copy of your deposit slip sir
within 24 hours at our email address. daphotel@gmail.com
and we will send you Booking Confirmation once
reservation fee/down payment has been done.

Guest: Okay copy. Thank you.

Reservation Officer: By the way sir a little reminder: Remaining balance

Ma’am shall be settled at least 7 days before the check in
date. Cancellation also is granted 7 days prior to the check
in date and only 50% of the down payment shall be
refunded. Cancellation made 6 days downwards shall
receive no refund. Please bring the Hotel Voucher and
present a valid I.D upon check in. Do you have some more
concerns Sir?

Guest: None so far.

Reservation Officer: Thank you for choosing DAP Hotel Sir and looking
forward to see you on the day of your reservation.

Guest: You’re welcome Thank you too.

Reservation Officer: My pleasure Sir. Goodbye.

The sales agent has controlled the situation, used the appropriate questions
to get the information that is needed to meet the customers’ needs and the
needs of the establishment for the required reservation details.

SAMPLE REGISTRATION SPIEL (Front Desk Officer)

FDO: Good morning Ms. How may I help you?

Guest: I’m for check in.

FDO: Can I have your Hotel Voucher and one valid ID?

Guest: Sure, wait a minute…Here Oh!

FDO: Please wait ma’am I’ll check it on our system…Thank you for waiting
Mrs Auxtero, your reservation with us is a Deluxe Garden View,
2nights/3days for 2A/2K with complimentary breakfast daily for the 2
adults.

Guest: Yes, that’s right.

FDO: Ma’am while I’m preparing your registration form, please take time to
go over our Hotel Facts (provide hotel flyers) and you may take a seat
also.
Guest: Great!

FDO: Excuse me Ma’am. Thank you for waiting Mrs Auxtero. Please check
the details on your registration form and write also the name of your
wife and kids for record purposes. And affix also your signature below.
I will also prepare your key card.

Guest: Sure! (The guest write the names of his company and affixed his
signature).

FDO: Thank you. By the way Ma’am, it’s a policy of our Hotel to collect
Security Deposit of Php1000 per night per room for incidental charges
during your stay here. It is refundable or can be deducted to your
billing upon check out. It can be cash or credit card sir.

For Cash: (Ask for the Cash, acknowledge receipt and provide AR)

For Credit Card: Do a Pre-Authorization transaction with the amount, no

signature is required, and explain to the guest that the amount is
floating or put on hold from his credit limit within 7 working days only
and will automatically be back on the 8 th day. An Offline sale
transaction can be made to offset the amount on hold upon check out
with his billing.

Sir, before we proceed to your room, may I recite to you the hotel and
room policies (refer to the Terms and Conditions on the registration
form). Do you have any clarifications Ma’am b?

Guest. None.

FDO: Alright. Here is your Room Key Card. Marichou our Bell Man will guide
you to your room. Enjoy your stay with us Ma’am.

BELL SERVICE (Bell Man)

Bell Man: Good morning, Ma’am. My name is Marichou, I’m your Bell women
today. Can I have your luggage please?

Guest: Oh here it is.

Bellman: This way please. How are you Ma’am? How’s your travel going
here? Is this your first time here in our hotel?

Guest: (Based on the actual answer)

Bellman: By the way Ma’am, that is our restaurant it opens daily from 6am
to 10pm. It is where you can avail your complimentary breakfast
sir from 6am to 10am). We have available Filipino and
International Cuisines.
 On the other side sir is our swimming pool that is open from 7am
to 10 pm daily also. Please wear non-cotton clothes Sir and
follow pool guidelines clearly posted at the entrance sir.

Also, here we have our Spa, it is open from 12noon to

12midnight. We have choices of Swedish, Thai, Filipino
Hilot/Massage Services.

Finally, we have arrived at your room sir. May I borrow the key
card? To open your room sir please tap the key card here on the
sensor and it will automatically unlock the door. (Open it) Please
come in Sir. (Let the guest get inside first. Leave the Bell cart
outside, bring the luggage in and put it on the luggage rack.
(Introduce the guest room)

Let me introduce to you the room features sir. It is a Deluxe

Garden View. We have here a King size bed and an extra bed for
your kid. The air-condition unit sir is on the side and the remote
control is here on the table together with the remote control of
the flat screen TV. The TV has a cable connection of 100
channels sir. This way sir to the toilet please. We have here two
cubicles for shower with complimentary shower kit and toilet
cubicle with bidet and complimentary toiletries, both has hot and
cold water. Here we have a vanity mirror and on the side is a
complimentary dental kit.

Let’s go back to your bedroom Sir. Here is our Mini Bar Sir. All
items inside sir has a corresponding price on the mini bar list on
the top and are not for free. Payment will be included on your bill
upon check out.

We have telephone available sir, use this to reach us by dialling

the following numbers: 0 for Front Office, 1 for Housekeeping,
and 2 for Restaurant. Outside call sir can only be done at the
Front Desk with a minimal charge.

Do you have any question Ma’am? (if none) If you have concerns
sir do not hesitate to call us. Enjoy the rest of the day. Excuse
me.

CHECK-OUT (FRONT DESK OFFICER)

FDO: Good afternoon Ma’am. How may I help you?

Guest: I’m for Check-out.

FDO: Alright Ma’am. May I know you room number? Can I also have your key
card? How’s your stay by the way?

please wait for a while I’ll call housekeeping for the room clearance.
At the meantime sir may I request you to accomplish the
Comment/Suggestion sheet for us.

(Call the housekeeping and simultaneously prepare the bill. If there are
charges from the minibar include it on the bill).

Excuse me Sir, thank you for waiting, the room is cleared already and
here is your bill please check. (If guest approved). Sir your bill is
Php3000 however, you had a Security Deposit of Php2000 so the
remaining balance is only Php1000. How would you like to settle your
remaining balance Ma’am, Cash or Card? (Fully transact the payment
and also retrieve the comment and suggestion form).

Sir Thank you for staying with us and hope to see you on your next
vacation here in Bohol. The shuttle is now ready Ma’am. Have a safe
travel back home!

CLUB MEMBER SHIP (CLUB CONSULTANT)

CC: Good morning Ms. My Name is Marichou C. Barong, a club consultant of

Astoria Vacation and Leisure Club Inc. (AVLCI). Please allow me to introduce
more on what is AVLCI Sir.

Astoria Vacation and Leisure Club Inc. (AVLCI) is the leading holiday
ownership company in the Philippines and an RCI-affiliated and awarded
organization. Since our inception in 2006, we have grown to become a brand
synonymous with exceptional vacation exchange services.

Getting an AVLCI membership is choosing luxury, comfort, and convenience

as you find your home anywhere in the country and in the world. With the
Astoria brand's signature service at the core of our business model, you can
be sure that we are dedicated to making your dream vacation a reality. Let
us be your bridge to a universe of breathtaking destinations, extravagant
accommodations, and exceptional hospitality service.

Vacation ownership, also known as holiday ownership or timeshare, is a real

estate model that allows multiple clients use of rights to a particular
property (commonly resort condominium units) at a given time per year.

Today, timeshare in the Philippines continues to grow as part of the

multibillion-dollar industry offering vacationers around the world a chance to
maximize their getaways.
Membership Category

Gold Membership

The membership costs to Php500,000.00 good for 30 years.

Silver Membership

The membership costs to Php400,000.00 good for 25 years.

Bronze Membership

The membership costs to Php300,000.00 good for 20 years.

Down payment Requirement is Php20, 000 applicable to all categories

Membership Benefits: Applicable to all categories

1. Membership starts on the day of application and when down payment

has been made.

2. Upon reaching to 40% of the payment you will be given a

complimentary of 2 day/3night Holiday entitlement to any Astoria
Hotels and Resorts in the Philippines (staggered payment scheme).

3. Another 2night/3day holiday entitlement will be given when payment

reaches to 80%. This is when chosen payment scheme is staggered.

4. Only when full payment has been made where a member can start
enjoying the full benefits of the membership. If full payment was made
on the same year of availing the 40% or 80%, the consumed nights and
days shall be deducted from the annual entitlement.

5. If full payment was made any month after June of the calendar year,
automatically the entitlement would be of 2nights and 3 days without
deduction on the latter rule and the full membership benefits will start
the next year thereafter.

6. Full payment of membership will enjoy 7night/8day annual holiday

entitlement of complimentary room accommodation (deluxe or luxury
rooms depending on the availability) good for 2 adults and 2 kids ages
0-7y/o.

7. This can be transferrable, owner will only execute Authorization Letter

specifies the exact authorized date with attached photocopy of Valid
I.D and Membership I.D.
Additional Benefits (exclusive for members only):

Food and Beverage

Enjoy up to 15% discount when you indulge in the local and international
cuisines carefully crafted by our master chefs in all Astoria Hotels and
Resorts’ restaurants, bars, and cafes.

Banquet

A member-exclusive discount of up to 10% is waiting for you on your next

event! Our banquet facilities are perfect for both corporate affairs, social
gatherings, and special occasions.

Spa Treatment

Get up to a 15% discount on luxurious spa treatments designed to rejuvenate

your body, mind, and spirit. That’s sessions and sessions of relaxation and
pampering ahead of you!

Which membership do you like Sir? I can offer you a very good payment
scheme according to your budget.

Guest: (Will assume)

CC: Alright. You made a good decision Ms! (State again the Membership,
the payment scheme, and the benefits). Please accomplish this form
Sir. How would you like to settle your payment Ms.Auxtero? (Settle
them using the standard payment settlement).

Here is the copy of your membership form and the Official Receipt of
your payment made today. The membership card/ID will be mailed at
your indicated mailing address within 7 working days.

Finally, welcome to the Club Ms. Auxtero! Thank you for choosing
Astoria Vacation and Leisure Club, Inc.

“Be an Agent of Quality Service.”

-adm-