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script

This document outlines a front office reservation script for walk-in guests at a hotel. It includes a step-by-step dialogue between the front office staff and the guest, covering greeting, collecting personal information, reservation details, and confirming the booking. The script ensures a smooth and professional interaction to enhance the guest experience.

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Julia Herana
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7 views

script

This document outlines a front office reservation script for walk-in guests at a hotel. It includes a step-by-step dialogue between the front office staff and the guest, covering greeting, collecting personal information, reservation details, and confirming the booking. The script ensures a smooth and professional interaction to enhance the guest experience.

Uploaded by

Julia Herana
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 Reservation Script (for Walk-in Guests)

1. Greeting and Introduction


FOS:
“Good [morning/afternoon/evening], welcome to [Hotel Name]. How may I assist you today?”

2. Guest Request
Guest:
“I’d like to make a reservation.”

FOS:
“Of course! May I please have your full name?”

3. Collect Guest's Full Name


Guest:
“[Guest’s Full Name]”

FOS:
“Thank you, [Guest’s Full Name]. Could you provide your expected arrival and departure dates?”

4. Collect Arrival and Departure Dates


Guest:
“I’ll be arriving on [Arrival Date] and leaving on [Departure Date].”

FOS:
“Great, and how many adults and children will be staying?”

5. Collect Number of Adults and Children


Guest:
“Two adults and one child.”

FOS:
“Thank you. What type of room or bed configuration would you prefer?”

6. Collect Room Type and Number of Rooms


Guest:
“I’ll need one deluxe double room, please.”

FOS:
“Noted, and how many rooms would you like to reserve?”

7. Collect Number of Rooms


Guest:
“One room.”

FOS:
“Thank you. Do you have the name of the company or organization you're booking through?”

8. Collect Company Name (if applicable)


Guest:
“I’m not booking through a company.”
FOS:
“Understood. What will be your mode of payment for this reservation?”

9. Collect Mode of Payment


Guest:
“I’ll be paying by credit card.”

FOS:
“Thank you! Do you have a booking reference number, or is this a new reservation?”

10. Collect Booking Reference


Guest:
“This is a new reservation.”

FOS:
“Noted. What is your expected time of arrival?”

11. Collect Expected Time of Arrival


Guest:
“I’ll be arriving around 3 PM.”

FOS:
“Thank you. Is there anything else we can assist you with, such as special requests or preferences?”

12. Collect Special Requests


Guest:
“Yes, could you ensure I have a quiet room?”

FOS:
“Of course, I will make that request for you. Let me quickly review your reservation details:

 Name: [Guest’s Full Name]

 Arrival Date: [Arrival Date]

 Departure Date: [Departure Date]

 Number of Adults: [Number of Adults]

 Number of Children: [Number of Children]

 Room Type: [Room Type]

 Number of Rooms: [Number of Rooms]

 Mode of Payment: [Mode of Payment]

 Expected Arrival Time: [Time]

 Special Requests: [Special Request]

Does everything look good?”


13. Confirm Reservation Request
Guest:
“Yes, it’s perfect.”

FOS:
“Excellent! Your reservation is confirmed. Your confirmation number is [Confirmation Number]. If you
need to change anything, you can contact us at [Hotel Contact Information].”

14. Thank the Guest and Close the Interaction


FOS:
“Thank you for choosing [Hotel Name], [Guest’s Full Name]. We look forward to your stay! Have a
wonderful day.”

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