HOTEL CHECK-IN & CHECK-OUT | LPU-Batangas | SydneyVB_

Summary

In this demonstration video, Sydney Vibaletba, a tourism student from Lyceum of the Philippines University Batangas, showcases the essential procedures for hotel guest check-in and check-out. The video highlights how to warmly welcome guests, verify reservations, explain charges and hotel amenities, and assist with luggage. Additionally, the check-out process includes billing, guest feedback, and providing information about the hotel's loyalty program. Sydney emphasizes customer service and professionalism, aiming to offer viewers valuable insights into the hospitality industry for their future careers.

Takeaways

• 😀 The video demonstrates the hotel check-in and check-out process, including the handling of reservations and welcoming guests.
• 😀 The speaker introduces themselves as a student from the Lyceum of the Philippines University Batangas, sharing their learning experience in the field of tourism.
• 😀 The hotel staff greets the guest warmly and confirms reservation details, ensuring accuracy before proceeding with the check-in process.
• 😀 Guests are required to present an identification card, such as a driver's license, to verify their identity during check-in.
• 😀 The staff confirms the booking details, including the reservation name, room type, length of stay, and payment method, ensuring all information is correct.
• 😀 The guest is provided with essential hotel information, such as the meal plan, shuttle services, and amenities like the pool and wireless internet.
• 😀 The guest receives a key card for their room, along with directions to locate their room on the sixth floor.
• 😀 During check-out, the guest's room charges are reviewed, including any additional services like room service, minibar usage, and restaurant bills.
• 😀 The staff inquires about the guest's stay, ensuring they had a pleasant experience and receives positive feedback about the view and services.
• 😀 A final payment process is completed during check-out, with the guest signing for the transaction and receiving a copy of their bill.
• 😀 The guest is offered additional services, such as a taxi to the airport, and informed about the hotel's loyalty program, which provides discounts and exclusive benefits.

Q & A

What is the main purpose of Sydney's video?

Sydney's video demonstrates the process of guest check-in and check-out at a hotel, as well as how to handle customer service interactions, specifically focusing on the steps for welcoming guests and processing reservations.

How does Sydney greet the guest during the check-in process?

Sydney greets the guest with a warm, 'Good morning, ma'am. Welcome to Escala Tagaytay Hotel. How may I assist you?'

What information does Sydney verify when the guest checks in?

Sydney verifies the guest's reservation details, including the name (Shiny Hernani), room type (Deluxe Non-Smoking Room), stay duration (3 days and 2 nights), and payment method (Visa card).

What is included in the guest's reservation according to Sydney?

The reservation includes a continental breakfast, airport shuttle service, use of the hotel safe, and the room itself. Additional charges apply for minibar usage and room service.

How does Sydney handle the payment for the guest's stay?

Sydney requests the guest's Visa card, processes the payment, and provides a breakdown of the room charges (P12,810 total), confirming that everything is correct before asking for the guest's signature.

What does Sydney explain to the guest about wireless internet usage?

Sydney provides the guest with the access code for wireless internet and explains how to use it, ensuring the guest can easily connect during their stay.

How does Sydney assist the guest with luggage during check-in?

Sydney offers to assist the guest with luggage by leaving it at the front desk, where another staff member will help transport it to the room.

What services does Sydney discuss with the guest during check-out?

During check-out, Sydney reviews the guest's bill, confirms that the room has been paid for, and explains any incidental charges (such as room service or minibar usage). She also inquires if the guest needs transportation or tax assistance.

How does Sydney reassure the guest about their airport transfer?

Sydney assures the guest that the next shuttle service will arrive in 30 minutes and will take approximately 1.5 hours to reach the airport, ensuring the guest feels confident about making their flight on time.

What benefits does Sydney offer the guest through the hotel's membership program?

Sydney explains that the hotel's membership program provides various benefits, including a 15% discount on food and laundry, a 10% discount on beverages, free bottled water for members, and exclusive room rates for members.

What does Sydney suggest the guest do while waiting for the taxi?

Sydney suggests the guest sign the hotel guestbook while waiting for the taxi, providing a personal touch to the guest's departure experience.