ENGLISH PROFESSION II

HANDLING CHECK-IN & TAKING RESERVATION

Maria Yuliani Megautami Visela Gabur

626120190006

D4 Hotel Management

Politeknik Internasional Bali

2020
 TAKING RESERVATION

Front Desk : Good Morning. Welcome to Grand Hyatt Bali Hotel. This is Visela Speaking.
How may I assist you ?

Guest : Hi, good morning. I would like to make a reservation on july 15th-17th. and
for 3 days and 2 nights. Do you have any vacancies?

Front Desk : Yes, Sir. We have several rooms available for July. How many people is the
reservation for?

Guest : This reservation for two people . Me and my sister.

Front Desk : Alright Sir. Would you like smoking or non-smoking rooms?

Guest : I prefer to Non Smoking rooms,please.

Front desk : Alright Sir. Would you prefer one with twin beds or a double bed?

Guest : Twin beds please.

Front Desk : alright Sir. For the room we have Suite Grand king room, Suit ambassador
room , Single Room and deluxe room. What would you like to prefer Sir?

Guest : I prefer Suit Grand King room, please. What is the rate for the room ?

Front Desk : The room is seven hundred and eighty dollars per night. This is include a free
wifi, breakfast, free parking space and airport shuttle service.

Certainly Sir. For the choice of rooms, Would you prefer a room with a view of
the city skyline or a view of central park?

Guest : Oh. i’m not Sure. is there a difference in price?

Front desk :No Sir. Both rooms are available at the same price. the only different is the
view.
Guest : Well, i would like to prefer the view of the city , please.

Front Desk : Alright Sir. Would you like to make a reservation now Sir?

Guest : Of course.

Front Desk : May I know the name that of the reservation be listed under ?

Guest : Nehemia

Front Desk : Could you spell your name for me , pl

`ease ?

Guest : Sure. N-E-H-E-M-I-A

Front Desk : And is there a phone number where you can be contacted?

Guest : Yes. My cell phone number is +62-3458-6789-8765.

Front Desk : Alright Sir. May I know how will be you paying Sir?

Guest : I want to paying with Visa. Do you take a Visa ?

Front Desk : Yes Miss.

Guest : Great . The number is 64759037647284 with expiration date of 08/23.

Front Desk : And, What is the name of the cardholder?

Guest : Anita Beatrix

Front Desk : Alright Mr. Nehemia your reservation has been made on july 15th-17th
there is for 3 days and 2 nights . This reservation for two peoples. And for the
room is Suit Grand King room with twin bed. and your prefer the view of the
city skyline . For the room is non smoking room . and the rate is seven
hundred and eighty dollars per night.

Your reservation does include free wifi, breakfast , free parking space and
free airport shuttle. Check-in is at 2 o’clock. For the additional information, our
 hotel has several facilities such as the luxurious rooms feature modern decor
and lots of natural light. We have a fitness center , various water sports like
diving, Pool, Salsa Verde restaurant serves Italian food, Garden Café offers
Asian and European dishes , spa, lounge, and room service. My name is Visela
and if you have any other questions, please do not hesitate to call us.

Guest : Alright. Thank you very much. i’m appreciate,

Front Desk : My pleasure. We’ll see you on july, Ms. nehem. Have a good day.

HANDLING CHECK-IN

Front Desk : Good afternoon. Welcome to the Grand Hyatt Bali Hotel. How may I assist
you?

Guest :Good afternoon. i have a reservation done for today under the name Miss Visela

Front Desk : : Alright Ms. Visela. Let me pull up your reservation.

Guest :Yes Sure.

Front Desk : Miss Visela, a deluxe room for three nights, it is correct Miss.

Guest : Yes, of course.

Front Desk : Could you please sign the payment receipt so that we can confirm the payment?

Guest : Yes, Give Me

Front Desk : Here Miss,

Guest : What amenities are part of this fee ?

Front Desk : Apart from a complementary buffet breakfast, you have access to a mini- bar
placed in the room. Housekeeping is free along with concierge services. You can
also avail a free car service to the airport

Guest : Well, that’s great.

Front Desk : Here is your key miss. room nomber C123. You can take the elevator up to the
third floor. Turn to your left and your room is the fourth from where you stand. A
bellboy would get your bags in your room shortly.

Guest : Ok, Thankyou

Front Desk : You can dial ‘9’ for connecting to the reception in case you have queries . Also,
you have access to free wifi present in your lobby.

Guest : Ok, great.

Front Desk : May be you have any questions or request? Please do not hesitate to come in the
front office or calling me with a phone in your room.

Guest : Thank You so much.

Front Desk : You are welcome Ms. Visela, I hope you enjoy to stay at Grand Hyatt Bali
Hotel. Have a good day Miss.
 THE CONVERTATION BETWEEN A BELLBOY AND GUEST

Bellboy                : Good Morning Miss. Welcome to Grand Hyatt Bali Hotel . Main your head please.”

Guest                   : “Thank you ..”

Bellboy                : “How are you today miss?”

Guest                   : “Good.. Thank you.

Bellboy                : “Well… May I assist you Miss? Do you have any luggage?

Guest                   : “Yes.. in baggage..” (Bellboy take the guest luggage from the baggage)

Bellboy                : “Excuse me miss. You have 2 pieces of luggage, 1 suitcase and 1 hand bag. Is that
correct miss?

Guest                   : “Yes… that’s right.

Bellboy                : “Would you like to follow me to Front Desk?

Guest                   : “Of Course.

Bellboy                : “Just come this way, Miss

Guest                   : “Thank you…”

At the Front Desk Counter, guest will do a registration. Bellboy will take care of the guest
luggage suck as put a luggage tag and check the luggage condition.
After registered, Front Desk Agent will call a bell boy to escort the guest to the room.
Bellboy                : “Good morning Miss. Visela. Are you ready to go to the room?”
Guest                   : “Yes… I am.”
Bellboy                : “May I borrow your room key, Miss visela?”
Guest                   : “Oh … sure... ”
Bellboy                : “Certainly Miss.Visela, your room located on the ground floor. Follow me
please … “
Guest                   : “Sure…”
When escort the guest, the bellboy explain about  general information about hotel and
facilities. In this moment, the bellboy try to promotion the hotel’s product.

Bellboy                : “Excuse me Miss. visela. For your information, our restaurant is located on
the first floor next to the Pool Bar. It is open start from 07.30 – 23.00. We
serve a buffet breakfast from 07.30 AM – 11.00 AM, lunch and dinner. We
have a gym as well. The gym located on the ground floor behind the lobby
and business centre also in the same floor, beside the gym. If you want to do
a fitness, you will able to use our gym free of charge from 06.00 – 18.00.”
Guest                   : “Lovely …”
*In front of the room, bellboy will explain about the room view*
Bellboy                : “Well Miss. Visela, This is your room, Jempiring 1. The room will be facing
to the garden with Frangipani flower. And here is your private balcony and
please enjoy your refreshing time at the balcony.”
Guest                   : “Alright.”
Bellboy                : “Before you entire the room, would you mind if I open the door and check
your room first?”
Guest                   : “No problem…
Bell boy knock the door and open it. Bellboy get in the room, turn on the light, and open
the curtain.

Bellboy                : “Well Miss Visela. Your room is ready. After you please…”
Guest                   : “ Thank you.”

Bellboy take the luggage and put in the luggage rack

Bellboy                : “Excuse me Miss visela , May I explain your room facilities now?”
Guest                   : “Yes please….”
Bellboy                : “Alright… We start from the corner first, this is your telephone. If you want
to do a local and international call please dial your destination number with
area or country number first, and following by  your destination number. If
 you want a operator service please dial 0, dial 1 for calling room service, dial
2 for calling front desk and housekeeping and laundry service please dial
number 3. “
Guest                   : “Alright…”
Bellboy                : “Well, this your television Miss.Visela.  It has 99 channel. If you want to
know about your bill please choose channel 1, if you want to know about Hotel
facilities you could choose channel 2. For a local and international channel
please find it on the channel list.”
Guest                   : “Great…”
Bellboy                : “This is your refrigerator and mini bar. We serve a soft drink, beer and milk
with the mini bar price list. If you want to keep your snack, you also could
use your refrigerator.”
Guest                   : “Ok..”
Bellboy                : “Well, this is  your wardrobe. Please hanging your cloth with the hanger. This
is a laundry bag. If you have dirty clothes and you want to laundry in our
hotel please put your dirty clothes in the laundry bag and put in front of your
room. Our Vale will be collect your laundry before  10 AM. Please don’t
forget to sign the laundry price list.
                            There is a safety deposit box as well. Please keep your valuable things in the
safety deposit box with 3 digits of secret number or character.”
Guest                   : “Alright…”
Bellboy                : “This is your luggage rack. Please put your luggage over here. And this is
your dressing table. If you have a beauty case or hand bag, please put on the
dressing table. There is a drawer as well include the hotel stationary. This is
free of charges for you, Miss Visela.”
Guest                   : “Lovely…”
Bellboy                : “Now.. we move to your bath room Miss. Visela. This is your shower, you
have cold and hot water. If you want hot water please press the red button and
for cold water please press the blue one. This is your toilet bowl. For flashing,
you just press the flashing button on the toilet bowl”
Guest                   : “Sure…”
Bellboy                : “This is your Bath tub, Miss Visela. You could enjoy the hot or cold water.
The operation is same with your shower. Red button for hot water and blue
button for cold water. You are able to do a private massage as well Miss.
Visela. Please find out the aroma therapy in our drugs store beside the lobby.”
Guest                   : “Fantastic…”
Bellboy                : “This is your washbasin. Please wash your hand or face with the guest
amenities. Our room  attendant will change or refill your amenities every
day.”
Guest                   : “Good…”
Bellboy                : “That’s all about the bath room. Please follow me Miss Visela.”
Guest                   : “ Sure…”
Bellboy                : “This is your Kitchen net Miss. Visela. If you want to prepare your breakfast
or meal, you are able to use your kitchen net. And for enjoy your breakfast, you
could do it in your dining room.”
Guest                   : “Ok…”
Bellboy                : “That’s all about the room facilities that I could explain to you. This is your
room key and guest card.”
Guest                   : “Alright…”
Bellboy                : “Is the anything else, Miss Visela?”
Guest                   : “No… thanks.. all is clear.”
Bellboy                : “Alright Miss. Visela. If you need any further assistance, don’t be hesitate to
call us by dial number 2. I hope you have a pleasant stay with us Miss
Visela.”
Guest                   : “ Thank you so much … this is for you..”
Bellboy                : “Thank you so much Miss. Visela. Have a nice day, good bye…”

Guest                   : “Bye…”
Reception            : “Bellboy please…

Bellboy                : “Yes I am…”

The bellboy will come to reception and get close to the guest.
naaaaaaaaaaaaaaaam