Example Conversation at Reseption

   RESEPTIONIST

 Example of guest arrival receiving through  reservation /  contoh percakapan Menerima tamu tiba dengan pemesanan kamar

Receptionist	Good Morning, welcome to Duta Beach Hotel Can I help you ?
Guest	Yes, Please. I ‘d like to check – in
Receptionist	Do you have a reservation ?
Guest	Yes, I do. The name is Tanto Leo. I made a reservation for myself and my wife
Receptionist	One moment please ! Yes I’ ve got it. Mr Leo A double Room for three nightand your address in jakarta. Is that right ?
Guest	Yes That’s right.
Receptionist	Would you like to fill the registration card please Mr Leo ?
Guest	Yes Please , When the guest fill the registration card receptionist : ·         Fill the guest card, ·         Give sign E A List  ( V ) ·         Prepare, meal coupon, and key room ) After the guest fill registration card receptionist : ·         Check the registration card and please your complete it ·         Read the registration card ·         Give information about your hotel ( in / out hotel )
Receptionist	All right Mr Leo are you ready go to your room now please ?
Guest	Yes Please ?
Receptionist	Mr Leo, This Your Bellboy his name is Riki will you bring the room number # 405 . Mr Leo I hope you will be enjoy stay at our hotel and if you need something please you call the reception.
Guest	Thank you very much.
Receptionist	You are well come .

      Example for conversation walk in guest / Contoh percakapan dalam menerima tamu tiba tanpa pemesanan kamar

Menyambut, Menanyakan keadaan, menawarkan bantuan. Greeting, Ask about the situation, Offer the help ·         Good Morning, Sir / Madam, Wellcome to Rocky Plaza Hotel ‘’ ·         Houw about your trip, Sir / Madam ?’’ ·         May I Help you ? ”

Menanyakan apakah tamu telah membuat Pemesanan kamar / belum Ask have the guest have reservation before ? ·         ”Have you make a reservation before, Sir / Madam ? “

Menanyakan berapa kamar yang diperlukan, jumlah orang yang Menempati kamar dan lamanya tinggal Ask how many room , how many person and how long the guest stay ·         “How many room do you need and for how many people , Sir / Madam ?” ·         “How long do you will stay in our hotel, Sir / Madam ?

Mengecek kamar yang dibutuhkan oleh tamu  pada room rack Check the room for room rack ·         “Just a moment Sir / Madam, I will check your room, It’ s available or not !”

Menawarkan kamar sesuai dengan jenis kamar yang diinginkan dan menerangkan fasilitas kamar beserta harga kamar Offer the room and exsplain about the room facilities ·           “ We have a double room and twin room, there are in the    second floor and third floor, the rate are US$ 90.000 for the   double room and US4 80.000 for twin room the facilities are  which one do you choose ?”

Menanyakan nama tamu ( nama depan dan nama keluarga ) Beserta ejaan yang benar Ask the righ guest of name ·         “May I know your name , Sir / Madam ?” ·         “And could you spelling it !”

Mengisi kartu pendaftaran dan menawarkan bantuan pulpen Fill the registration card and offer the pen ·         Mr. Andre, Would you like fill in this registration card, please !” and here is a pen”

Membaca Guest Card Read guest card “Mr Andre your room number is 345, the rate is Rp 234.000 plus 21 %  tax and service, you will stay with us for 5 night till 28  of August 2004 ! is that right ?”

Memanggil Bellboy Call the Bellboy “Bellboy please, Mr Andre this is our Bellboy  his name is Andi, Andi this our guest, the name is Mr Andre. Please escort Mr Andre to his room, The room number is 345. Here are the key and the guest card

Mengucapkan Salam Istirahat Say rest greeting “Okay Mr Andre, I hope you have a nice stay in our hotel and if you need any assistance please dial number 2 for Reception, number 3 for Housekeeping and number 4 for Restaurant

Menyelesaikan Administrasi Finishing administration  Arrival list / book Daftar A Room Rack Slip Guest Bill / Guest Account

      Example for conversation walk in guest / Contoh percakapan dalam menerima tamu tiba tanpa pemesanan kamar

Receptionist	Good morning Sir / Madam, Wellcome to Hilton Hotel May I help you ?
Guest	Good Morning. I want to stay here
Receptionist	Have you made a reservation before, Sir / Madam ?
Guest	Not yet
Receptionist	By the way How about your trip, Sir / Madam ?
Guest	It ‘ s nice
Receptionist	How many room do you want and for how many person, Sir / Madam ?
Guest	I want one room for two person.
Receptionist	How long do you will stay in our hotel, Sir/ Madam ?
Guest	For 5 night
Receptionist	Just a moment Sir / Madam. I will check your room for the period. ( The receptionist check it the room rack ). Oh, You are lucky Sir / Madam we have a room for that period and we have two kind of room. There are double and twin room and the rate for the double room is US$ 90.00 and for the twin room is US$ 70.00. There are in the first floor and second floor. Which one do you want Sir / Madam ?
Guest	I take a double room in the second floor.
Receptionist	May I explain about your room facilities, Sir / Madam ?
Guest	Certainly
Receptionist	The double room is a room with one bed for two person and the facilities such as private balcony and bath room, Ac, Televition with 5 channel, Radio, Minibar, …… By the way Sir / Madam, May I know your name  and could you spell it for me  to make sure I write your name not wrong.
Guest	My name is Andre  A-N-D-R-E
Receptionist	Thank you Mr Andre ( the receptionist check again the registration card to make sure every thing is right and then she / he fill in the other blank coloum ) May I know how about your payment, Sir?
Guest	I will pay by cash
Receptionist	Excuse me, Sir  for information our check out time is 13.00 PM and may I know in what time will you check out, Sir ?
Guest	I will check out at 11.00 AM
Receptionist	And do you have special request during your stay in our hotel, Sir ?
Guest	Certainly, I need a newspaper. What kind of newspaper do you have ?
Receptionist	We have Kompast Pos, Media Indonesia Post, Jakarta Pos, and Tempo Post. Which one do you like Sir ?
Guest	Kompas Post.
Receptionist	All right, Mr Andre, our Bellboy will deliver your Kompast Post Every Morning. Just a moment ,Sir, I will check your room is ready or not. Oh I’ M sorry Sir your room isn’t ready yet . Could you wait for 5 minute. For your waitng, May I explain about Hotel facilities, Sir?
Guest	Certainly.
Receptionist	We have a Japanese Restaurant, Indonesian Restaurant, and Chinese Restaurant. They open form 08.00 AM until 22.00 PM, and the location in the first floor, and also we have a swimming pool, laundry, business centre, beaty salon, coffe shop, There are in the second floor.
Guest	Yes, it is
Receptionist	Mr Andre, our Bellboy will escort you to your room. Bellboy please. Mr Andre, this is our Bellboy his name is Bobo. Please escort Mr Andre to his room, the number is 277, here the key and the guest card.
Bellboy	Mr Andre, are you ready to go to your room ?
Guest	Yes of course.
Receptionist	Mr Andre, I hope you have nice stay in our hotel and if you need any assistance please dial number 2 for Reception, number 3 for Housekeeping, number 4 for the Restaurant

      Receiving group guest / Menerima Tamu Tiba Rombongan

General Manager	Good morning, Well come to Sheraton Hotel , Thank you for your stay at our hotel.  Selamat pagi, selamat dating di Hotel Sheraton, Terima kasih anda tinggal di hotel kami.
Tour Leader	Good morning too,, we  love to live in this hotel because the situation is a real balmy, oh yeah  introduces my name is Andre and coincidently I leading this group. Selamat pagi juga, kami sangat senang tinggal di hotel ini karena suasananya yang sangat nyaman, oh ya perkenalkan nama saya Andre dan kebetulan saya yang memimpin rombongan ini.
General Manager	Welcomes   and please  sit in lobby enjoys well come drink while  awaiting to enter room  and hopefully love to live in our hotel.  { then General manager ask to tour  leader to  check in }. (  Meanwhile the guest luggage  handle by  Bellboy ) Selamat datang sekali lagi saya ucapkan dan silahkan untuk duduk di lobby menikmati well come drink sambil menunggu untuk masuk kamar dan semoga senang tinggal di hotel kami. ( kemudian General manager mempersilahkan pimpinan rombongan untuk mendaftar / check in. ( Sementara itu barang – barang tamu rombongan sudah terlebih dahulu dihandel oleh petugas Bellboy )
Receptionist	Good Morning, welcome to Sheraton Hotel and can  I help you ? Selamat  pagi, selamat dating di Hotel Sheraton , apakah yang dapat saya Bantu ?
Tour Leader	Oh yeah, we have reservation one month before, 5 double,6 single, and 1 suite. Oh ya kami sudah pesan satu bulan yang lalu 5 double, 6 single dan 1 suite .
Receptionist	I am sorry, your name group is Dara Group ?  Maaf apakah nama group anda Dara Group
Tour Leader	Yes, that’s right Ya benar sekali.
Receptionist	Do you want change of the room ? Kalau boleh tahu apakah ada perobahan dengan pesanan yang sudah dilakukan ?
Tour Leader	I think no Saya rasa tidak
Receptionist	All righ , would you like to fill the registration card. Baiklah, sudikah anda untuk mengisi kartu registrasi ini
Tour Leader	Oh yeah, with pleasure { After guest ready to fill registration card , receptionist will deliver tray containing guest card, room  key, etc to Bellboy.) (  Bellboy will deliver at member of group based on checklist of the rooming list / group information ). At the time of delivering room  key and guest card Bellboy will give  direction each  room . Oh Ya dengan senang hati. ( setelah tamu siap mengisi kartu registrasi maka receptionist akan menyerahkan baki yang berisi kartu tamu, kunci kamar, dll  kepada Bellboy.) ( Bellboy akan menyerahkan pada anggota rombongan berdasarkan daftar nama yang ada pada rooming list  / group information ). Pada saat menyerahkan kunci kamar dan kartu tamu Bellboy akan menunjukan arah daripada kamar tamu masing – masing.
Receptionist	Thank you very much to your visit to our hotels and we hope you enjoy stay in here. { After the guest entering the room, receptionist will continiuing filling of administration } Terima kasih banyak atas kunjungan anda ke hotel kami dan kami harap anda senang tinggal di sini. ( Setelah tamu masuk kamar maka petugas Receptionist akan melanjutkan pengisian administrasi selanjutnya )

      Handling  the guest change of the room   / Menangani tamu pindah kamar

Receptionist	Good afternoon, can I help you ? Selamat siang , ada yang dapat saya Bantu ?
Guest	I want move of the room Saya ingin pindah kamar
Receptionist	My I know your name sir, and room number, and why your reason change of the room ? Boleh saya tahu  nama  bapak dan nomor kamar serta  alasan Bapak untuk pindah kamar ?
Guest	Oh yeah, my name is Hendra, my room number is # 304, the bathtub is leak. Oh ya nama saya Hendra ,nomor kamarnya  # 304 Bathtub nya bocor.
Receptionist	We are on behalf of  Borobudur  hotel apologizes to this case . Well Mr Hendra,  If you  wish to move  room  which be occupied that there are still with the same room type ? Kami atas nama Hotel Borobudur mohon maaf atas kejadian ini . Baiklah Bapak Bambang kalau memang Bapak ingin pindah apakah kamar yang akan ditempati masih dengan jenis kamar yang sama ?
Guest	Oh that’s right, But I want the room facing the beach. Oh ya tentu, tapi kalau dapat saya ingin kamarnya menghadap ke pantai.
Receptionist	Would you like wait a moment ? I will check before. Mr Hendra the room is available, Do you want to move as soon as possible ? Sebentar ya Pak, saya akan cek terlebih dahulu. Bapak Hendra kamar yang anda maksud ada apakah anda ingin pindah segera ?
Guest	Oh yeah, I want take rest Oh ya, karena saya ingin istirahat
Receptionist	All right Mr Hendra , I will send the Bellboy to bring your luggage. Baiklah Bapak Hendra saya akan mengirim Bellboy untuk membantu membawa barangnya.
Guest	Thanks you, I will wait the Bellboy Terima kasih, saya tunggu kedatangan Bellboynya.
Receptionist	You are well come. Terima kasih kembali.