Check-in

&
Check-out
Procedure
Front Office Services
NCII​
 Arrival of the Guest to the Hotel (Act as a Butler)

(Porter & Client)

Butler: Good morning, ma'am. Welcome to MDC Hotel. I am Quennie, your butler for
today. Please allow me to carry your luggage and assist you to the Front office
department.

Client: Sure. Thank you very much.

Butler: Ma'am, you may now proceed with your registration.

Client: Thank you.

(Escort the guest to the Reception Area)

Arrival of the Guest to the

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Hotel
 Check-in Procedure

(Front Desk Officer & Guest)

FD: Good morning, ma'am. Welcome to Metro Dumaguete Hotel. How may I help you?

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

FD: Certainly, ma'am. Do you have any reservations?

Guest: Yes, I have. Under the name of Jessy Rias.

FD: Do you have your Confirmation code with you?

Guest: Yes. Here it is.

Arrival of the Guest to the

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Hotel
 FD: Okay, ma'am Thank you. Let me check first. May I borrow your Identification card,
please?

Guest: Sure.

FD: Thank you very much.

Thank you for patiently waiting, here’s your identification card. (Return)
Upon checking in our system there is a confirmed booking under the name of miss Jessy Rias
for 3 days and 2 nights stay and the reservation is for Jessy Rias the same person together with
1 adult. The room type reservation is a deluxe room with 2 single beds and an ocean view.
Bills will be settled through Visa card amounting to 1 thousand pesos per night since you will
be staying with us for 2 nights a total of 2 thousand pesos only. Are all this information correct
miss Arra?

Arrival of the Guest to the

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Hotel
 Guest: Yes all of the information are correct.

Front Desk: Alright. May I borrow your card, please?

Guest: Okay. Here

Front Desk: Thank you very much. May I ask for your signature, ma'am? (After the guest signed the
confirmation receipt/Registration card)
Thank you very much, ma'am. Strictly no smoking inside the Hotel, You have a free breakfast at the lobby
lounge at 7:00 am, You may also use our swimming pool from 10:00 am-9:00 pm and our Citi gym from 1:00
pm-9:00 pm located on the ground floor. Here is your room key ma'am. Your room number is room 202 located
on the 2nd floor. Jane will assist you with your luggage and in going to your room. If you have questions and if
you need assistance just dial 0 from your room. Thank you very much and may you enjoy your stay!

(Call housekeeping dept. for room preparation and other guest request Lead guest to the room (Introduce
the room and the things inside)

Perform checkout services

Arrival of the Guest to the

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Hotel
Escorting the guest to his/her room (Act as a Butler)

(Butler & Client)

Porter: Hello, ma'am. I am Jane again. Let me escort you in to your room. Can I have your
keycard?

Guest: Yes sure.

Porter: Your room number ma'am is 202 located on the second floor. We will be using the elevator to get there. (Assist
with the luggage) This way, ma’am.

(In the elevator)

Before we arrive at your room ma’am, please allow me to explain our hotel facilities. If you want to be refreshed,
ma'am, you can go to our pool area to have a swim & enjoy the water which opens at 7:00 am-10:00 am, if you want to
have a relaxation & makeover, we have a massage and beauty salon here located at the second level w/c opens at 8:00
am-10:00 pm. MDC hotel has a restaurant that offers dishes like Korean, Filipino and American cuisine located at the
lobby level opens from 7:00 am-10:00 am. And lastly, our business center is located on the ground floor, where you can
have printing, fax, and photocopying for your business needs.

Arrival of the Guest to the

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Hotel
Guest: Yes! Thank you for the information.

Porter: We are in front of your room, ma'am. May I borrow your keycard? Thank you.

Guest: Sure. Here

(Opening the door) (knock 3x Room check 3x)

Porter: Here is your room ma'am. Please have a seat. Ma'am allow me to explain our room facilities. We have a safety
deposit box beside the wardrobe, we also have a minibar if you want to consume snacks and drinks, don't forget to fill
up the minibar's list. You have a balcony with an ocean view. This is your remote control for the television channel.
This is the telephone to make an inside call, press 0 for operation assistance, 1 for Housekeeping, 2 for laundry, and 3
for room service. This is your air conditioner. Lastly, this is your bathroom with a water tub red button is hot water and
the cold button is cold water.

Guest: Thank you very much.

Porter: It is my pleasure, ma'am.

Arrival of the Guest to the

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Hotel
 Escorting the guest upon check-out (Porter)

(Porter & Guest)

Porter: (knock 3x-Porter's service 3x)

Guest: Good morning.

Porter: Good morning, ma'am. Let me assist you with your luggage in going to the Reception area.

Guest: Thank you very much.

Porter: My pleasure, ma'am. I hope you enjoyed your stay here in Metro Dumaguete Hotel

Guest: Yes, I enjoyed it a lot.

Arrival of the Guest to the

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Hotel
Check-out Procedure

Front Desk: Good day, ma'am. How's your stay?

Guest: It is so fine. I love here.

Front Desk: That's very good to hear. do you still have any other things left in the room?

Guest: None anymore.

Front Desk: May I now ask for your room key card, ma’am? Thank you very much.

Guest: Sure. Here.

Front Desk: Your room has been cleared already and You have not consumed anything from the minibar.
So, therefore, you don't have any pending balance to any room charges in the Hotel.

I would like to ask for your signature on the hotel guestbook.

Arrival of the Guest to the

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Hotel
 Guest: Sure, I had a really good stay here and I'll tell other people to come here.

Front Desk: That's good to hear. Thank you again, for staying at MDC Hotel. Hope to see you again,
soon!

Ask the guest if they want future booking

Bell porter, escort to car-exit
Bid goodbye

Arrival of the Guest to the

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Hotel
Thank you