Reservation Check-in Process

Front Desk: Good afternoon, welcome to Four Seasons Hotel. How may I help you
today?
Guest: I have a reservation under the name Anne Smith.
Front Desk: Okay ma’am, let me check your reservation ma’am. One moment,
please.
[Pause]
Front Desk: Great, I've found your reservation. You have a reservation for a
deluxe room with one big bed for 2 people, your check-in date is Oct. 20 and
your check-out date is Oct. 25. Is all of this correct?
Guest: Yes, that's correct.
Front Desk: Great. Can I please have your valid ID?
Guest: Sure. Here you go.
Front Desk: Great, I'll quickly check if your room is ready. One moment, please.
[Checks the room]

Front Desk: At the moment ma’am, your room is not quite ready yet. It should be
ready within the next 10 mins. Would you mind waiting for your room?
Guest: That's alright; I don't mind waiting.
Front Desk: While waiting for your room, would you like to take a coffee break to
our coffee shop or would you rather entertain yourself with some magazines at
the lounge?
Guest: I'll just relax with some magazines in the lounge. Thank you.

Front Desk: Ma’am, your room is all set. Now, if you'd follow me to the front desk,
we can complete the check-in process.

Front Desk: The room rate for the deluxe room is 5,000 pesos. Are you paying in cash
or credit card?
Guest: I'll be paying with cash. Here you go.
Front Desk: Thank you for your payment ma’am. Here is your receipt and room
key. It's for Room 89. Please keep it secure during your stay.
Guest: Okay, I’ll keep that in mind. Thank you.
[Give Room Key]
Front Desk: Before you head to your room, I'd like to introduce you to our bell
attendant, Mr. Sonny. He'll be happy to help you with your luggage.
Front Desk: Have a nice day ma’am. We hope you will enjoy your stay with us. Don’t hesitate to
call the Front Desk if you need any assistance.
 Check-out Process
FD: Good morning ma’am, how may I help you?
Guest: I would like to check out around 10:00 am.
FD: Can I have your name, please.
Guest: Of course, its Anne Curtis
FD: Would you like assistance from our bell service?
Guest: Yes, please
FD: Okay ma’am that is noted.
__________________________________
FD: Good morning ma’am, how may I help you?
Guest: I called earlier for check out.
FD: Can I have your name, please.
Guest: Anne Smith
FD: Okay ma’am, have you some other charges in the last 30 minutes?
Guest: Yes, I got 2 bottles of water from the mini bar.
FD: Okay ma’am, so that would be 10,000 for your remaining bill. Are you paying in cash or
credit card?
Guest: I’ll be paying with cash. Here you go.
FD: Thank you ma’am, here is your receipt.
FD: By the way ma’am, how is your stay here in our hotel? Was everything satisfactory?
Guest: Yes, everything is perfect.
FD: Thank you for choosing Four Seasons Hotel. We hope to see you again in your future trip.
Enjoy your trip!
 Room Transfer
KNOCK ON THE ROOM 2-3 TIMES AND SAY GOOD MORNING BELL SERVICE
FD: Ma’am good morning/Good morning ma’am, my name is Kris from bell service. I am here to
assist you with your room transfer.
Guest: Okay, come in.
[The Guest will let you in and you will get their stuff]
Bell Man: Okay ma’am, can I load your luggage to the luggage cart.
Guest: Yes
[Put the guest luggage to the cart]
Bell Man: Ma’am there are 3 suitcases, is this complete?
Guest: Yes, this is everything.
Bell Man: Have you double check inside the drawers or inside the closet?
Guest: Yes, I have.
Bell Man: Okay ma’am, this way please to your new room.
[Knock again and say good morning bell service 2-3 times, then let the guest in to the room]
Bell Man: Ma’am, Can I put your luggages here.
Guest: Yes
Bell Man: So, ma’am here are your 3 suitcases. Is everything satisfactory?
Guest: Yes
Bell Man: Is there anything else I can help you with?
Guest: None so far.
Bell Man: Okay ma’am. Thank you, have a nice day!
 Bell Service
KNOCK ON THE ROOM 2-3 TIMES AND SAY GOOD MORNING BELL SERVICE
Bell Man: Please wait here ma’am, let me check the room first.
Guest: Okay
Bell Man: Ma’am, you can come in now.
Guest: Okay
Bell Man: Let me introduce the room features, ma'am. It's a Deluxe room with a King-size bed.
The air-conditioning unit is on the side. And here is your TV with cable and a remote. And this is
your comfort room with complimentary toiletries. On this side is your closet and inside your
closet, you have a safety deposit box. We recommend you to use our safety deposit box for your
valuables.
Guest: Okay
Bell Man: By the way ma'am, we have a restaurant that opens daily from 6am to 10pm. We also
have a swimming pool that is open from 7am to 10 pm daily. And a Spa that is open from 12noon
to 12midnight. We have choices of Swedish, Thai, Filipino Hilot/Massage Services.
Guest: Okay
Bell Man: Is there anything else I can assist you with, ma'am?
Guest: None so far.
Bell Man: Okay ma’am, if you have any concern do not hesitate to call us. We wish you a pleasant
and enjoyable stay with us.