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Front Office Services

The document outlines the front office services at XYZ Hotel, detailing the check-in process for a guest, including luggage assistance, reservation confirmation, and membership options. It also describes the bellman's role in escorting the guest to their room, explaining room amenities and hotel facilities. The interaction emphasizes customer service and provides information on available services during the guest's stay.

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7 views2 pages

Front Office Services

The document outlines the front office services at XYZ Hotel, detailing the check-in process for a guest, including luggage assistance, reservation confirmation, and membership options. It also describes the bellman's role in escorting the guest to their room, explaining room amenities and hotel facilities. The interaction emphasizes customer service and provides information on available services during the guest's stay.

Uploaded by

jfyjcynfskydmhf
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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FRONT OFFICE SERVICES

CHECK IN

BELLMAN: Good morning, ma’am. Welcome to XYZ Hotel. May I help you with your
luggage?
GUEST: Yes, please.
BELLMAN: Could you please check if your entire luggage is complete before we let go
of the cab?
GUEST: It’s complete.
BELLMAN: You have three suitcases, ma’am. This way to the front desk, after you.
FRONT OFFICE: Good morning, ma’am. Welcome to XYZ Hotel. How may I help you?
GUEST: I have a reservation.
FRONT OFFICE: Can I have your ID, ma’am, and your confirmation number?
GUEST: (present ID and confirmation number)
FRONT OFFICE: One moment, ma’am. I’ll just check your reservation.
Certainly, ma’am. You have a reservation under the name of (state the name of the
guest) for three days in a junior suite. Here’s the registration form; kindly fill it out and
please do not forget to affix your signature.
GUEST: (fills out the registration form)
FRONT OFFICE: By the way, ma’am, you might be interested in our club membership
program. We offer three tiers: Gold, Platinum, and Diamond. (Explain the benefits and
prices each membership.)
GUEST: I would like to avail of the Diamond membership card.
FRONT OFFICE: (hands over the card) Here is your card, ma’am.
FRONT OFFICE: For clarification, ma’am, you have a reservation under the name of
(state the name of the guest) for April 6-8, for two guests. Your total bill ma’am is ___.
GUEST: (pays total bill)
FRONT OFFICE: (gives receipt, key card, and list of amenities and facilities) Here’s
your receipt, ma’am. This is your key card; your room is located at Room 301 on the
third floor. For your reference, here’s your list of amenities and facilities. This is our bell
person (state the name of the bell person) he will assist you to your room. Is there
anything else I can help you with, ma’am?
GUEST: None.
FRONT OFFICE: If you have any questions, ma’am, please do not hesitate to call us.
Enjoy your, ma’am. Have a nice day!
BELLMAN: This way, ma’am, to your room. (Explains facilities on the way to the room.)
BELLMAN: On the right side of the hotel, ma’am, is our pool, which operates from 9 AM
to 6PM and is free for all checked-in guests. On the left side, ma’am, is the ABC
Function Room, which can accommodate up to 100 guests and is available for
seminars, conferences, and any type of event. (explain also computer room, a
restaurant, gym and other facilities)

IN FRONT OF THE ROOM

BELLMAN: This is your room, ma’am. (Knocks three times, uses the key card to open
the door, turn on the lights, and let the guest enter first.)
BELLMAN: Where would you like to put your luggage ma’am?
GUEST: Just put it there.
BELLMAN: For your amenities, ma’am, we have the telephone, to call the front office,
just press 1, and for the housekeeping department, press 2. You have your television
here, which has 100 channels, here is the remote: just press the green button to turn it
on. The room is fully air-conditioned, and here is the remote to adjust your desired
temperature. Here is your bathroom, ma’am. (flushes first) Your bathroom has a hot and
cold shower, just press the red button for hot and the green button for cold. It also
includes a complete set of toiletries.
BELLMAN: I would also like to inform you ma’am, that the Fyzz Restaurant is open
daily from 6 PM to 11 PM and is located on the 9th floor.
BELLMAN: Is there anything else I can assist you with, ma’am?
GUEST: None.
BELLMAN: If you have any questions or concerns, please do not hesitate to call us,
ma’am.
BELLMAN: Enjoy your stay, ma’am, and have a nice day.

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